Summary
If the balances shown on the Patient Dashboard, Ledger, and Aging Grid do not match, this usually means that one or more transactions in the account need to be reviewed or corrected.
Common Reasons This Happens
One or more of the following may have occurred:
- An adjustment was entered for the wrong patient
- An adjustment was entered under the wrong provider
- An adjustment was entered for the wrong location (for multi-location organizations)
- An auto-adjustment was deleted
When Can a Reallocation Fix the Issue?
A Reallocate Account option may help correct ledger-related balance issues, but not all accounts qualify.
An account may qualify for reallocation if all of the following are true:
- The Aging Grid shows a negative balance (credit) on a completed or posted procedure
- There is a mismatch between the Patient Dashboard balance, Aging Grid, and/or Ledger balance
How to Reallocate an account?
If the account qualifies, dental office staff can reallocate the account by:
- Opening the Patient record
- Selecting Patient from the top menu
- Choosing Reallocate Account from the drop-down list
*Important:
The ability to reallocate an account requires the security permission:
Patient – Reallocate Screen (Full Control)
What if the account is not elgible for reallocation?
If the account does not qualify for reallocation, the balances will need to be corrected manually.
To determine what needs to be adjusted:
- Click the blue number in the Aging Grid
- Review the detailed A/R information
- Identify which patient, provider, transaction, or location needs to be updated
- Make any necessary manual adjustments in the account
Additional:
- Scheduled reallocation requests are processed nightly at 11:00 PM (Pacific Time)
- Balance discrepancies should always be reviewed carefully to ensure adjustments are applied to the correct patient, provider, and location
Article Version 1.1 2026.6.5