Setup and catalog
Settings — Account and billing
Manage the card GEN Health charges, your platform plan, billing contact, payments and agreement records.
Questions people ask
Does the card in our billing profile also pay for pharmacy fulfillment?
No. This card pays GEN Health platform fees only. Pharmacy billing is separate.
The card under Integrations manages this Client’s OnlyScripts setup. If its use for a failed prescription is unclear, or a card update did not help, ask OnlyScripts and your network; GEN Health Support can investigate the Rx ID.
What are GEN Health's platform fees, and when do they start?
They're set in your agreement with GEN Health and appear under Plan details once attached. For start dates or amounts, raise a ticket in Support to GEN Health.
How do we transition the account to a new owner?
Invite the new owner as a Client Admin, then choose them in Billing contact and have them save their card.
How does billing work between us and our provider network?
Your network bills you directly for its services, and pharmacies bill for medication. This page only shows what GEN Health charges. If it reads Billed via network, your network pays your GEN Health plan.
Why can't I edit my plan?
Plan details is read-only for clients. GEN Health makes plan changes; ask through Support.
Where to find it
Sidebar → Settings → Account and billing (/settings/overview).
Access: Client Admin only. This page is not shown on Review Only accounts. Patient payments are managed in Billing and Settings → Payments.
What you can do here
- Add or change the card GEN Health charges
- Clear a failed platform fee
- Change the billing contact
- Check your plan and fees
- Find a charge or receipt
- See who accepted the Terms, Privacy Policy and BAA
- Collect charges from affiliated clients
Add or change the card GEN Health charges
Use this before launch, when your card expires, or when a platform charge fails.
Open the payment method
In Overview, click the value next to Payment method (None on file or your card). The Update payment method dialog opens.
Save the card, then the address
- Enter Card number, Exp and CVC. Click Save payment method.
- Under Billing address, enter Street address, City, State and ZIP code. Click Save billing address.
The card and address have separate saves. Open in Stripe opens Stripe’s own billing page instead.
Check the result: the toasts read Payment method updated and Billing address updated, and the rows show your card and address.
Access: Client Admin.
Clear a failed platform fee
Use this when a red bar at the top of every page reads Your latest platform fee failed to process. It appears when GEN Health couldn't charge your card for a lab order's processing fee, and those lab orders are held until it's paid.
Open the card form
Click Update payment method on the red bar, or use this page's Payment method row.
Save a working card
Enter the card and click Save payment method. The held fees are retried on it straight away.
Check the result: the red bar disappears and the fee row in Payments changes from Failed. Held lab orders then go to the lab.
Access: Client Admin. Fix it before the date on the bar to avoid account suspension.
Change the billing contact
Use this when someone else should receive GEN Health billing emails, for example when the account changes owner.
Pick the admin
In Overview, open Billing contact and choose a Client Admin. Only Client Admins are listed; invite the person as a Client Admin from Dashboard → Users first if they're missing.
Check the result: the toast reads Billing contact updated.
Access: Client Admin.
Check your plan and fees
Use this to see what GEN Health charges your account.
Read Plan details
Plan details lists your Subscriptions, Usage billing, Lab processing fee (charged on top of each lab's price) and, if your provider network pays for you, Network billing. No active subscriptions or usage pricing. means nothing is attached yet.
Check the result: each plan shows its status, such as Active, Trial or Billed via network.
Access: Client Admin can read it. Plan changes, cancellations and pricing corrections are made by GEN Health: raise a ticket in Support to GEN Health.
Find a charge or receipt
Use this to match a charge on your card statement.
Search or filter
In Payments, type in Search payments or references…, or use All statuses and All payment types (Subscription, Usage, Lab, One-time). Filters appear once there's more than one value to pick.
Open the receipt
Use the Receipt column. A dash means there's no receipt for that row. Export CSV downloads the list.
Check the result: the row's Reference (for example an order number) matches the charge.
Access: Client Admin.
See who accepted the Terms, Privacy Policy and BAA
Open the record
Next to Agreements, click View agreements. The table lists Agreement, User name, Email, Date, Time and PDF.
Check the result: you see each acceptance. No agreement records yet. means nobody has accepted during account setup.
Access: Client Admin.
Charges by client and parent-managed billing
Two cards appear only on accounts that are part of a parent and child setup.
- If your parent client manages billing for your account, Overview shows a Billing managed by your parent card in place of the payment method and billing contact. Your parent client manages GEN Health billing and payment methods for this account, so contact them to change billing settings. Below it, a Card on file for parent-managed charges card appears until you save a card. Your parent organization may charge that card when platform or lab fees are assigned to your account. Patient checkout still uses the processor your parent configured. Once a card is saved, the same card shows the card brand and last four digits, for example VISA ending in 4242, and the note that it is saved for your parent organization to charge when needed.
- If your account can have child clients, a Charges by client card lists each affiliated client with Total, On your GEN Health bill, Due from child and Collected from child, then Recent charges below it. Each recent charge shows Billed to the payer and its collection status. Click Collect from child on a charge that is due from the child to charge the affiliated client's card.
Check the result: the toast reads Charge collected from affiliated client card and the charge changes to Collected from child. No affiliated client charges yet means no lab or platform charges exist for your child clients; Charges unavailable has a Retry button.
Statuses you'll see here
| Status | What it means | Who acts next | What you do |
|---|---|---|---|
| Due from child | A charge billed to an affiliated client that hasn't been collected | You | Click Collect from child |
| Collected from child | The affiliated client's card was charged | No one | Nothing |
| Collection failed | The affiliated client's card was declined | The affiliated client | Ask them to fix their card, then collect again |
| Paid | Settled | No one | Nothing |
| Open / Unpaid / Past Due | Not paid yet | You | Make sure a working card is saved |
| Failed | The charge was declined | You | Save a new card (above) |
| Processing | Being created at the processor | GEN Health | Wait, then Refresh |
| Billed via network (plan) | Your provider network pays GEN Health for you | No one | Nothing |
| Any other status | A billing record GEN Health has to fix | GEN Health | Raise a ticket in Support |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| You updated the card but the payment-failed bar stays | The retry hasn't finished, or a known problem kept the old flag | Reload the page. If the bar is still there, raise a ticket in Support to GEN Health. |
| Your plan shows the wrong amount | Plans are set by GEN Health | Raise a ticket in Support with the agreed price. |
| A prescription says payment failed, but nothing failed here | The pharmacy payment failed separately from GEN Health billing. | Resolve any medication, quantity or directions dispute with the prescribing Provider and pharmacy before updating payment or retrying the charge. Use the prescription’s payment alert when offered. Use the Client’s Integrations card only if it applies. If unclear or still failing, ask OnlyScripts/network or GEN Health Support with the Rx ID. See pharmacy payment recovery. |
| The card saved but Billing address still reads None saved | Card and address are separate saves | Click Save billing address too. |
| The person you want isn't in Billing contact | Only active Client Admins are listed | Invite them as a Client Admin first. |
Related
Was this helpful?