If you have incomplete (outstanding) appointments, it’s likely that they are listed on the Phoenix portal and are waiting for you to complete them in the portal, which then triggers payment with the next RCTI (invoice).
Converge International does not accept invoices and as part of your contract with Converge, you need to login to the Phoenix portal and mark appointments as completed. If you do not perform this action, these appointments will remain in a pending payment (commenced) session until you do so.
Check if you have outstanding (incomplete) appointments
If you have an incomplete appointment which is more than 31 days old (hasn’t been marked as completed for more than 31 days), Converge will “Auto-Commence” the session - this is to ensure that the clients session count is accurate if they rebook.
The appointment will display in the “Appointments in progress” section of the Phoenix portal. Adjacent to the apartment listing is a “Resume” button which will take you to the normal appointment completion process.
To find out how to complete an appointment, follow this guide: Completing an appointment (Quick View).
If it’s the 1st session with a client, follow this guide: Completing an appointment (1st session) via Quick View
If you have an incomplete appointment which is less than 31 days old, the appointment will appear in your “Appointments not started” section of the Quick View page. You should complete these appointments within 7 days of the appointment occurring or indicate if they were a No-show or Cancellation (with charge or without charge).
To find out how to complete an appointment, follow this guide: Completing an appointment (Quick View).
If it’s the 1st session with a client, follow this guide: Completing an appointment (1st session) via Quick View
Next steps
Learn more about invoicing, billing and RCTI (invoicing) payment timelines here Billing and invoicing, RCTI payment timelines
If you need further help, contact User Support Team and raise a ticket here.