Weekly Failed Payments Summary for Admins

SigmaMD sends practice admins a weekly email summarizing payments that failed and are still unpaid. It is a safety net: patients are notified automatically when a payment fails, but this email makes sure someone at the practice sees the ones that were never resolved.

This is separate from the reminders your patients receive. For those, see Failed Payment Reminders.

When It Is Sent

• Once a week, on Saturday morning, in your practice's local time.
• It covers the previous 7 days.
• It is sent only when there is something to report. If no payments failed that week, no email goes out — a quiet week is good news, not a problem with your settings.

Who Receives It

Every user with Admin access in the practice receives it. It is on by default, and there is nothing to sign up for.

If you are the only user in your practice, you are the admin.

What Is Included

The email lists every payment that ended in failure during the week and still has a balance outstanding, whichever way it failed:

• Card payments that exhausted all retries. SigmaMD retries a failed card several times over about a week before giving up.
• Cards declined outright. Some declines are final and are never retried — closed account, expired card, invalid account number, or a bank refusing the charge.
• Bank transfer (ACH) returns. An ACH payment can settle and appear paid, then be returned by the bank days later. When that happens the invoice correctly goes back to unpaid, and it appears here. See Understanding ACH Return and Notification of Change (NOC) Codes.

For each one you will see the patient name, the invoice number, the amount and the due date. Invoice numbers link straight to the invoice. If there are more than 30, the email shows the first 30 and a count of the rest.

What Is Not Included

The email only looks back 7 days. A payment that failed before that window will not appear, even if it is still unpaid — and it will not reappear in a later week.

The weekly email is a prompt, not a complete ledger. For the full picture of everything outstanding, use Billing → Reports → Invoices and filter for overdue. The button at the bottom of the email takes you straight there.

What to Do With It

Every patient listed has already been notified — repeatedly, in the case of a retried card — and has not resolved it. So these generally need a person to follow up.

• Open the invoice and check the failure reason.
• If the payment method is the problem, ask the patient for a new one and update the invoice. See What to Do When an Invoice Payment Fails.
• If the same patient keeps appearing week after week across more than one payment method, that is usually a sign to talk to them directly rather than wait for another automatic retry.

Turning It On or Off

Go to Settings → Notifications → Billing and look for Failed payments weekly summary.

The setting is per user, so turning it off only affects you, not your colleagues.

If you do not see the setting at all, your user does not have Admin access — the notification is admin-only, so it is hidden for everyone else.

Not Receiving It?

Check these in order:

1. Were there any failed payments last week? No email is sent for a clean week. Check Billing → Reports → Invoices to confirm.
2. Does your user have Admin access? The summary only goes to admins.
3. Is the notification enabled for you? Settings → Notifications → Billing.
4. Check spam or a filter. The subject line is "Failed payments summary" followed by the date range.

If all four look right and you still are not receiving it, contact support and let us know which week you expected it for.