Quick reference:
Invoice closed less than 24 hours ago: click Reopen Invoice at the bottom of the invoice.
Invoice closed 24 hours to 2 weeks ago: an admin contacts support with the invoice number.
Invoice closed more than 2 weeks ago: the invoice cannot be reopened.
Before you begin
To reopen an invoice in Instinct, your user role must have the reopen_invoice permission.
To ask support to reopen an invoice, you must be an admin user.
Check when the invoice was closed. The closed date and time determine which option you can use.
To add the permission to a role, see Create and Assign User Roles. For the full list of permissions, see Available Permissions.
Reopen an invoice closed less than 24 hours ago
If the invoice was closed within the last 24 hours, any user with the reopen_invoice permission can reopen it in Instinct EMR.
Open the patient's invoice.
Scroll to the bottom of the invoice.
Click Reopen Invoice.
The invoice status changes to Open. Once opened, you can add, edit, or void line items. Click Close Invoice at the top right when you are ready to close it again.
Note: The Reopen Invoice button only displays on invoices closed within the last 24 hours. If you do not see it, the in-app window has passed, or your user role does not have the reopen_invoice permission. |
Reopen an invoice closed more than 24 hours ago
If the invoice was closed more than 24 hours ago but less than 2 weeks ago, an admin can ask Instinct support to reopen it. Support cannot be asked by staff without admin access, so ask your practice admin to send the request.
Have an admin user open the live chat in Instinct and select Help → Support Chat → Ask a question → Submit a ticket → Accounts & Invoices → Reopen Invoice. You can also email [email protected].
Include the details listed below.
Wait for support to confirm the invoice has been reopened. Support will notify you once it is done.
What to send to support:
Invoice number
Practice name and location (if your organization has multiple locations)
Date and time the invoice was closed
Patient first name, last name, and patient ID (for example, “Bella” Smith CA2575E)
Reason for reopening (for example, discount adjustment, provider correction, or voiding a line item)
Warning: Invoices closed more than 2 weeks ago cannot be reopened, even by the support team. |
Frequently asked questions
Can Instinct reopen an invoice for me?
Instinct EMR users can reopen invoices themselves within 24 hours. After 24 hours, an admin sends the invoice number, practice, and invoice closed date to Instinct support, and the support team reopens it if it was closed within the last 2 weeks.
Why don't I see the Reopen Invoice button?
Either the invoice was closed more than 24 hours ago, or your user role in Instinct does not include the reopen_invoice permission. Ask your admin to check your user role permissions.
Who can ask support to reopen an invoice?
Only admin users can. Staff without admin access should ask their practice admin to submit the request.
What if the patient was checked out with Check Out & Close Invoice?
The invoice closes at checkout. The same rules apply: use Reopen Invoice within 24 hours, or contact support within 2 weeks.
Will reopening an invoice affect my reports?
Yes. Reports based on the invoice closing date, including Practice Summary, Provider Summary, and A/R Summary, can change when you reopen and edit an invoice. See Invoice Closing for details.
Still need help?
Contact support via live chat or email [email protected]. Include the invoice number, your practice information, and the date the invoice was closed so we can assist promptly.