A Ledger indicates two exactly duplicated credit card payments, but should be only one payment. We can’t delete the duplicate payment. Why did this happen, and how can we correct?

When Denticon hears of this situation, we generally find the user has done one or more of these actions:

• clicked the F5 button
• clicked the Backspace key on the computer keyboard
• double-clicked the Apply button when the payment was entered
• slowness issues

The duplicate payment transaction is a “ghost” transaction. In other words, the duplicate Denticon transaction does not relate to any existing TSYS or Open Edge financial transaction. Therefore, the Denticon transaction cannot be edited, altered, or deleted.

The office should enter a manual adjustment to financially adjust the ledger balance.

NOTE: For data security and HIPAA compliance, Denticon’s Support team does not remove or edit duplicate credit card transactions from account Ledgers.

Article Version 1.1 2026.8.7