When something goes wrong

Symptoms and error messages, grouped by where you hit them. If instead you are asking whether Track 2 Pay can do something, see common questions.

Imports

“Invalid file format”

The file is not an XLSX workbook. CSV, XLS, PDF and Google Sheets links are all rejected.

Open it in Excel or Numbers and save it as .xlsx. Watch out for files that are named .xlsx but are really CSV underneath — some systems do this.

The import failed and mentions duplicate rows

Two or more rows in your file resolve to the same session, and Track 2 Pay stops rather than guess which is right. The error lists exactly which rows collided.

Fix it at the source:

1. Open the flagged rows in your billing system.
2. Remove or correct the duplicate entry there.
3. Export a fresh file.
4. Upload the corrected file as a new import.

Do not try to fix it by editing the spreadsheet unless you are confident the same problem is not also sitting in your billing system, where it will come back next month.

“Multiple rows resolve to the same transaction”

A close cousin of the above, and it usually means group sessions. Several attendees at the same time, with the same clinician and service code, look identical unless Track 2 Pay knows to use the client’s name to tell them apart.

If your practice runs groups, ask support to configure Group Session Service Codes on your account. See account settings.

The import worked, but nothing appeared

Check the Imported From setting. A TherapyNotes export read with the Generic importer will not find the columns it needs.

For a Generic import, check that your column headings match exactly, including capitalization. See importing a spreadsheet.

I picked the wrong importer

The import fails harmlessly — the columns are not what it expected, and nothing is created. Start a new import with the right option under Imported From.

The same session appears twice

Usually a field was corrected in your billing system, and because the correction changed how that row is identified, the corrected version arrived as a new record rather than an update.

Both copies will be waiting in Integrity Checks, shown side by side with the differing field spelled out. Confirm the duplicate and they merge. See integrity checks.

A clinician appears twice

Their name is spelled inconsistently in your billing data — “Maya Ellison” versus “Dr. Maya Ellison”. Each version accumulates its own sessions and its own payouts, so neither total is right.

Fix the spelling at the source and re-import, or give the clinician a stable Provider Unique ID so spelling stops mattering.

If you have already run payouts against both versions, contact support before changing anything — that history needs reconciling rather than patching.

The import created hundreds of new records instead of updating

Something changed in how records are identified. Common causes are an inconsistent clinician name spelling, an edited session description, a different timezone than last time, or group sessions without service codes configured.

There is a fuller list in re-imports and late money.

Do not run a payout until this is sorted out — you would pay twice for everything affected.

Dates are a day out

The timezone. A spreadsheet date has no timezone of its own, so Track 2 Pay applies the one you choose at import time. Late-evening sessions are the ones that shift.

Use your practice’s timezone, and use the same one every time. Set the default on your account settings page.

Payouts

The batch is empty

Either no transactions fall inside the service date range, or everything in it has already been through a finalized payout.

Check the Transactions page filtered to the same dates. If sessions are there, they have probably been paid already.

Everybody’s payout is $0.00

No enabled rule matched. Check Payout Conditions — you need at least one rule that is enabled, and something that matches ordinary sessions.

The usual fix is a catch-all at the bottom: Provider Transaction Count Greater Than 0, at your standard rate.

One clinician is at $0.00, the rest are fine

Either a rule matched them at 0% — which is deliberate for missed appointments — or a rule higher up the list is catching their sessions unexpectedly.

Filter the batch’s line items to that clinician and read the Condition column.

A clinician was paid the wrong percentage

Almost always the priority order. Rules are checked from the top and the first one that matches wins, so a general rule sitting above a specific one overrides it.

Filter the batch’s line items to that clinician and read the Condition column — it names the rule that actually applied. Then reorder the rules and Re-run the draft. See payout conditions.

A session is missing from the payout

Check three things, in this order:

1. Is its date of service inside the batch’s service date range?
2. Has it already been included in an earlier finalized payout? Sessions are only ever paid once.
3. Is it sitting in Integrity Checks waiting for a decision? Flagged sessions are not swept in until you mark them.

I need to change the dates on a payout

Dates cannot be edited. Delete the draft and create a new one — nothing is lost, because a draft commits nothing.

If the batch has already been finalized, contact support.

The batch says “Failed”

Something went wrong during preparation. The page shows the error and offers a button to view the transaction that caused it.

Look at that transaction, correct whatever is odd about it, then use Retry Preparing. If that does not work, delete the batch, fix the underlying data, and create a new one.

The batch is stuck on “Preparing”

Large periods take a while and the progress bar shows where it is. If it has genuinely stopped moving for a long time, contact support with the batch description.

I finalized by mistake

Finalizing cannot be undone in the interface. Contact support straight away, and do not create further payouts covering the same dates in the meantime.

Access

“You are not authorized to perform this action”

Your permission level does not allow it. The most common case is an Editor trying to invite or remove somebody, which only Owners can do.

See team and roles for the full breakdown.

“Account Not Found”

Your login works but is not attached to any practice. Contact support and they will connect it.

A clinician signed in and sees nothing

Three things have to be true, and it is nearly always the second or third:

1. They were invited with the Provider permission.
2. Their login is linked to their provider record on the Providers page.
3. A payout has been finalized with publishing turned on.

See what clinicians see.

I cannot see Manual Entries

It is an optional feature and is off by default. Ask support to enable it.

I am looking at the wrong practice’s data

Gear icon, Switch Account. If you imported a file into the wrong account, stop and contact support before doing anything else — the sooner it is caught, the simpler it is to unpick.

Still stuck

Open the Help menu in Track 2 Pay and choose Support. See getting support for what to include so it can be sorted in one round trip.