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Payments FAQ

Use this page when workspace billing, patient bill payments, refunds, credit notes, UPI reconciliation or cash closing does not match what you expect.

Who can do this: workspace owners/admins with subscription.manage; billing staff with billing.create; finance users with finance.reconcile; refund users with billing.refund. Where: Subscription Billing (/app/subscription-billing), Billing, Record Payment, and Cash Closing.

How do I pay the workspace subscription?​

  1. Open Subscription Billing (/app/subscription-billing).
  2. In Choose Your Plan, choose the plan to pay for.
  3. Review Total Due Now.
  4. Click Pay PLAN & Auto Unlock for Cashfree recurring mandate, or Pay PLAN Now for one-time Cashfree mode.
  5. Complete Cashfree UPI AutoPay, card, eNACH, UPI, card or netbanking payment depending on mode.
  6. Return to Subscription Billing and click Refresh.

Result: when the webhook is processed, Workspace status changes and Paid Up Through or the next renewal date updates.

Cashfree payment is pending. What should I do?​

  1. Do not start multiple payments immediately.
  2. Open Subscription Billing (/app/subscription-billing).
  3. Click Refresh.
  4. Wait for the Cashfree webhook to process.
  5. If your bank shows success but the page still shows locked or pending, note the Cashfree order/subscription id or bank UTR.
  6. Use Paid Offline? only when support tells you to raise a manual activation request.

Why is my workspace locked with 423?​

The tenant guard returns HTTP 423 when the workspace plan is locked, expired or suspended, or when the trial is past grace. The response can include TENANT_BLOCKED, TRIAL_EXPIRED and an upgradeUrl pointing to /app/subscription-billing.

  1. Open Subscription Billing (/app/subscription-billing).
  2. Check Workspace status and Total Due Now.
  3. Pay online, or use Paid Offline? if online checkout is not available.
  4. Click Refresh after payment.
  5. If the lock remains after bank success, contact support with the transaction reference.

Why do I see ALREADY_PAID_UP?​

The workspace is already active on the same plan through the shown renewal date and has no pending overage. No payment is due.

  1. Read the message: You're already paid up through YYYY-MM-DD. No payment is currently due.
  2. Check Pending Overage.
  3. If you are switching to a different plan, select the new plan first.
  4. If the message appears after another tab paid, click Refresh.

What does RECURRING_SUBSCRIPTION_ALREADY_EXISTS mean?​

A live or recovering Cashfree recurring mandate already exists. One-time payment is blocked until that mandate is resolved.

  1. Open Subscription Billing.
  2. If Cancel Subscription is shown, use it only if you really want to stop future auto-debits and lock the workspace.
  3. If no cancel button is shown, contact support with the current plan and Cashfree subscription id.

How do I use UPI fallback or Paid Offline?​

If gateway checkout is disabled, Subscription Billing shows UPI Auto-Pay (Fallback) with UPI ID, QR code and Pay Now.

  1. Pay using GPay, PhonePe, Paytm or bank UPI.
  2. Click Request Offline Activation under Paid Offline?.
  3. Enter Amount Paid.
  4. Choose Payment Method: Bank Transfer / NEFT / IMPS, UPI, Cash, Cheque or Other.
  5. Enter Transaction / Reference No. such as UTR, UPI Ref or cheque number.
  6. Click Submit for Review.

Only one pending offline request is allowed per workspace. If rejected, read Reason, correct the reference or amount, and submit again.

How do I record a partial patient bill payment?​

  1. Open the bill and click Record Payment.
  2. Check Bill Details, Total Amount, Paid Amount and Due Amount.
  3. In Payment Amount, enter only the amount received now.
  4. Choose Payment Method.
  5. Add Transaction ID / Reference Number for non-cash modes when available.
  6. Click Record Payment.

Result: if the bill is not fully paid, it returns to Billing with status Partially Paid. If fully paid, it opens the print page to send the invoice.

Which payment modes are supported on patient bills?​

The patient bill payment form supports Cash, Card, UPI, Bank Transfer, Cheque and, when configured, Pay Online (Razorpay).

  1. For Cash, a transaction reference is optional.
  2. For UPI, Card, Online and Bank Transfer on the print page, enter a reference when prompted.
  3. If the amount is above the bill due, the page shows Payment amount cannot exceed ?... or Amount cannot exceed due amount ?....
  4. If gateway checkout fails, the page can show Payment failed: ... or Payment verification failed.

How are refunds and credit notes handled?​

For patient bills, refunds are issued through credit notes when your role has billing.refund.

  1. Open the bill's credit-note action.
  2. Choose the credit-note type: Full, Amount or Lines.
  3. Enter Reason with at least 3 characters.
  4. If money is returned, choose a refund mode: Cash, UPI, Card, Bank Transfer or Cheque.
  5. Add Refund Reference if available.
  6. Save the credit note.

Subscription refunds are handled by platform admin/support outside the tenant billing screen. Keep Cashfree order/subscription id or UPI reference ready.

How do I reconcile UPI or digital payments?​

Use Cash Closing if your role includes finance.reconcile.

  1. Open Cash Closing.
  2. Review Unreconciled UPI payments.
  3. Enter the bank UTR in the UTR field.
  4. Click Reconcile.
  5. For daily cash, compare Expected, Declared and Variance.
  6. Click Submit Closing or Submit Adjustment as shown.

Keep the transaction reference exactly as shown in the bank app.

Still stuck?​

Open Help & Support (/app/support) and send the bill number, subscription plan, payment time, amount, method, UTR/Cashfree order or subscription id, and a screenshot with patient details hidden. Never share patient data in chat.