Common questions

This page answers what Track 2 Pay can and cannot do. If something looks wrong — an import that failed, a payout that came out empty, a clinician who cannot sign in — go to when something goes wrong instead.

Getting data in

Can I upload a CSV?

No. XLSX only. If your billing system exports CSV, open it in Excel or Numbers and save it as an Excel workbook first.

What if I upload the same file twice?

Nothing bad. Track 2 Pay recognizes records it has seen before and updates them rather than creating duplicates. The summary at the end of the import tells you how many were new and how many were updated. See re-imports and late money.

Can I import from an API, or connect TherapyNotes directly?

Not today. Imports are spreadsheet uploads.

Do I have to import every clinician?

You import the file; the clinicians come with it. Every unique name becomes a provider record automatically, and there is nothing to set up per person unless you want them to have their own login.

Pay rules

Can I pay a fixed dollar amount instead of a percentage?

Not at present. Payout conditions are percentage-based.

Can I pay one rate for the first ten sessions and a different rate after?

Not in that split form. What you can do with Provider Transaction Count is pay a higher rate to clinicians who pass a threshold — but it applies to all their sessions in the period, not only the ones past it.

So a rule of “more than 40 sessions pays 60%”, sitting above a 55% catch-all, pays a clinician with 45 sessions 60% on all 45. If you need the first 40 at 55% and the rest at 60%, Track 2 Pay cannot express that today.

I changed a rule. Does it affect payouts I already ran?

No. Finalized payouts keep the rule and rate that were in force when they ran. Changes apply to new payouts, and to draft payouts you re-run.

Can I delete a rule I no longer use?

Only if it has never been used in a finalized payout. If it has, untick Enable instead — it stops applying to new payouts while staying on record for the old ones.

Running payouts

Can I undo finalizing?

No. This is the one genuinely irreversible action in Track 2 Pay, which is why it asks twice. Until you finalize, a draft can be re-run and deleted freely.

If you have already done it by mistake, see when something goes wrong.

What are past payments?

Money that arrived late on sessions from a period you already paid, most often insurance settling weeks after the fact. Track 2 Pay pays it out at the rate that applied originally. See running a payout.

Can I export a payout to a spreadsheet?

Not directly. You can click any clinician’s total to copy it to your clipboard, which covers most of what people need it for.

Why does Track 2 Pay flag sessions I have already paid for?

Because they are dated inside a closed period but were never included in it — so they are either duplicates or genuine omissions. Only you can tell which. See integrity checks.

How do I remove a session that has already been paid?

Void it, don’t delete it. Voiding adds an offsetting adjustment that brings the total to zero, leaving both the original and the correction on the record. The next payout picks up the correction.

Access

How do I let clinicians see what they are being paid?

Invite them with the Provider permission, then link their login to their provider record on the Providers page, then finalize a payout with Publish snapshot ticked. All three steps are needed. See what clinicians see.

Can a clinician see other clinicians’ numbers?

No. The restriction is on the data, not just the interface.

My bookkeeper needs access to two practices.

One login can belong to several accounts. Have an Owner in each invite the same email address; they then switch between them with Switch Account in the gear menu.

Everything else

Does Track 2 Pay actually pay my clinicians?

No. It works out what each person is owed and shows them the number. Paying them still happens wherever you do that today.

Where are the reports?

Reporting is not available yet.

How am I charged?

By the number of transactions processed each month. See billing and invoices.

I still cannot work it out.

Open the Help menu in Track 2 Pay and choose Support. See getting support for what to include.