Introduction:
This guide is for users who are having difficulties with a set of allocation issues where the location, patient, and provider all match and yet the charges and payment will not clear from the Aging Details grid (which appears at the bottom of the Ledger).
Issue description:
Your Ledger shows that the Account Balance is $0.00 yet the Aging Report (or Aging Report by Home Office for multi-office practice groups) is showing an again balance and payment under the same patient, provider, and location in a single patient ledger. When you review the menu option for Patient > Reallocate Account, the button for Reallocation is not available to you. If this is the case you find yourself in, then this article may be able to help you!
Signs:
- The following conditions are signs that this troubleshooting method may work for the allocation error displayed:
- The Aging Grid shows credits and debits that offset each other.
- The unallocated credits are for the same patient, location, and provider as the unpaid charges.
- The unpaid charges appear in the Transaction Entry screen, under the "Procedures To Post" area.
Troubleshooting steps:
- Access the Ledger of the specific patient having the issue. If the patient is on an account that share a responsible party, be sure that the correct patient is selected.
- Click the Payments/Adjustments button to access the Transaction Entry screen.
- Select a Cash Payment type with the provider who is not allocating correctly as the intended target; enter $0.01 as the charge amount, then press Apply to post the payment.
- Next, immediately select the Date of Service for the payment and press the Delete button.
- Finally, review the outcome on the Aging Grid to see if the charges were resolved.
- If these steps did
Best Practices:
Be sure to regularly check that procedures are applying correctly when posting payments. If you notice an anomaly when posting, be sure address as quickly as possible to avoid patient account billing errors.
Contact support:
If you have taken these steps and are still having issues, please gather the following data points to submit with your support ticket and send them to the Denticon Support Team via Help > Get Help > Submit a Ticket or reply to your existing ticket via Help > Get Help > your name > My Activities > click ticket title. Please see the following article for more information: How can I reach Denticon's Customer Care Team for Support? :
- Take screenshots of any error messages
- The full name of the patient
- Patient ID
- Responsible Party ID of the impacted patient
- PGID and OID (home office preferred) of the patient
Article Version 1.1 2026.7.20