When you are reviewing the account balance, there are three areas that are taken into consideration by Denticon.
The Dashboard, the running ledger balance, and the aging grid. All three make up the account balance, but totals are reached in slightly different methods due to the data that is taken into consideration, such as an expected insurance payment.
Not all accounts are eligible for automatic reallocation, but you should always start by going to Patient (menu)>Reallocate Account to check.
Often, the account can be corrected by reviewing and making manual adjustments. For example a payment applied to a provider that did not perform the services posted to the ledger. In this case, you would make a transfer to the correct provider from the incorrect provider and then the ledger would be correct.
When something is not allocated correctly and you cannot make the change by doing a transfer or adjustment on the account, our development support team has a back-end process that essentially, from the beginning of the account to present goes through each area to ensure the dashboard, ledger, and aging grid are in balance.
Why is something out of balance? It could be there was a payment or adjustment deleted at some point and it has gotten "hung up" on the back end. You are not seeing it, but it is causing the account to need reallocation.