Before you begin
To reopen an invoice in-app, your user role must have the reopen_invoice permission, and the invoice must have been closed within the last 24 hours.
After 24 hours, Instinct’s support team can help. To request a support-assisted reopen, the invoice must have been closed within the last 2 weeks. After 2 weeks, invoices cannot be reopened.
Support-assisted reopens must be requested by an admin.
Reopen an invoice in the app (within 24 hours)
If the invoice was closed within the last 24 hours, any user with the reopen_invoice permission can reopen it directly in Instinct EMR.
Navigate to the patient's invoice.
At the bottom of the invoice, click Reopen Invoice.
The invoice status will change to Open, and you can add, edit, or void line items. Select Close Invoice at the top right of an invoice when you’re ready to close it.
Note: The Reopen Invoice button only appears on invoices closed within the last 24 hours. If you don't see the Reopen Invoice button, the invoice has passed the in-app reopen window. |
Request assistance (24 hours to 2 weeks after closing)
If the invoice was closed more than 24 hours ago but less than 2 weeks ago, an admin can submit a Reopen Invoice ticket to Instinct support. Our team will handle these requests and notify you once the invoice is reopened.
Have an admin user contact the Instinct support team via live chat, Help → Support Chat → Submit a ticket → Accounts & Invoices → Reopen Invoice, or email the team at [email protected].
Include the following in your request:
Patient first and last name
Patient ID (e.g., CA2575E)
Invoice number
Your practice location (if your organization has multiple locations)
Reason for reopening (e.g., discount adjustment, provider correction, voiding a line item)
Warning: Invoices closed more than 2 weeks ago cannot be reopened. |
Frequently asked questions
Who can request reopening a support-assisted invoice?
Only admin users can request a support-assisted reopen. Staff without admin permissions should ask their practice admin to submit the request.
What are common reasons to reopen a closed invoice?
Common reasons include correcting a discount, adjusting the assigned provider, or voiding a line item that wasn't removed before checkout.
Will reopening an invoice affect my analytics reports?
Reopening and editing a closed invoice can affect reports that calculate financial data based on the invoice closing date, including the Practice Summary, Provider Summary, and A/R Summary reports.
What happens if the patient was checked out with "Check Out & Close Invoice"?
The invoice is closed immediately at checkout. The same reopen rules apply—use the in-app Reopen Invoice button within 24 hours, or contact support within 2 weeks.
Still need help?
Contact support via live chat or email at [email protected].