Due to the dramatic increase in demand for telehealth services, Clocktree’s system has experienced times of overload. We have updated our server capacity and made other improvements to make the service available at all times. We believe this has solved the issues. Here are instructions to correct audio issues.
Current status: System functioning, no problems
Monday 3/30 3:40pm PST: Problem fixed
Monday 3/30 3:30pm PST: Some reports of “Lost Connection” , not system wide
Wednesday 3/25 4:55pm PST: Problem fixed, system functioning
Wednesday, 3/25 2:51pm PST: Users seeing “Lost Connection” message when accessing Clocktree. This is effecting all video calls now. All functions except video calls are operational but users will still see the red error message. Engineers have identified the problem and are working to implement a fix.
Wednesday 3/25, 1pm PST: System functional, no reported issues
Tuesday 3/24, 10m PST: System maintenance, added server capacity and increased efficiency of some queries
Tuesday 3/24, 3pm PST: System is back to normal, video calls resume, no reports of system failure
Tuesday 3/24, 1pm PST: System is overloaded, most menus are not loading
properly. If you see missing items from your client list, they aren’t deleted but are just not loading. Multiple appointment reminders being sent for single appointment.
If you connect to a Clocktree call and one side can’t hear the other, it’s likely that the microphone permission is stuck on another program.
If you’re going back and forth between Clocktree and other video platforms such as Zoom or Skype, it’s important to close out those other programs before joining a Clocktree call. That will release the microphone permission and allow Clocktree access to your microphone.
The issue is always on the end of the call that can’t send audio, as opposed to the side that can’t hear.
Choose a Payment Processor
To use the client billing feature in Clocktree, you will first need to establish an account with one of these supported payment processors.
Please research and choose the payment processor that is right for your practice. Clocktree will not add additional processing fees, but will serve as a convenient conduit for invoicing and billing your clients from your Clocktree account.
Please note: To use Stripe you must check ‘enable unsafe processing’ in your Stripe account. Clocktree secures your clients’ credit cards information in the same way we protect all HIPAA data
Add payment processor to Clocktree account
This requires Admin authority on your Clocktree account.
- Log in and switch to Admin role
- Click on Billing tab
- Click on Setup
- In the Payment Processors section, add a description (for internal use only)
- Select your payment processor from the Processor Type pulldown menu
- Complete the rest of the fields with the required info from your payment processor account
The final setup step on this page is to select your Sales Tax calculation requirements.
Enable the Client Billing service
Only Admins on your Clocktree practice can enable this service and assign billing capability to colleagues who will handle online billing for your practice.
- Log in and switch to your Admin role
- Click the Services tab
- Find the service called Client Billing and click the Edit Service button
- Click the Assign Providers line and check all colleagues who will create client invoices
- Click the Enable Service line and toggle the service to on/green
- Click Save
Any provider assigned to the Client Billing service can create an invoice. Your client will receive an alert, letting them know they have an invoice, but they will need to log into their Clocktree account to see the invoice and pay with their credit card.
- Log in to Clocktree and stay in your Provider role
- Click the Clients tab
- Click the client’s name to access their profile
- Click the Billing tab within their profile
- Click the Create Invoice button
- Enter a description, which the client will see, and the invoice amount
- Click Send Invoice
Admins can access a view of all invoices sent from the practice by clicking the Billing tab. Providers can access invoices sent to individual clients via the Clients tab. In both places, you can see the date, amount and status of an invoice.
To access the invoice, click on the dollar amount. You have the ability to refund a paid invoice. You can forgive, void, or record payment for an unpaid invoice.
If you have any questions or need assistance setting up Client Billing on your Clocktree account, our Customer Care team can help at email@example.com or 302-990-8935.