A package is a pass for a set number of visits, bought up front and cheaper than single visits. A sold package becomes a license attached to one patient — and it is licenses, not definitions, that you handle day to day.
Two screens, two different things: Settings → Packages & Passes is the catalog of what you offer. Billing → Packages is Package Licenses, the list of what has actually been sold, how many visits are left and what is about to expire.
How to do it
The most common mistake at the start is confusing the two screens, so let us begin with the one you work on every day.
1 is Sell a package — step 2. 2 is the five indicators described in step 4: Active licenses, Revenue (all time), Depleted, Expired and Total sold. 3 is the filters, including Expiring in 7 days and Expiring in 30 days. Step 1 happens on the other screen — in the definition catalog, not here.
Define a package
Settings → Packages & Passes → Add package. The dialog has five tabs:
- Details — Name (10× Fizjo 60 min, for instance), Description, Number of visits, Active, Show in public booking.
- Pricing — Gross price and VAT rate; the Price per visit is calculated alongside.
- Services — the Covered services, that is, what a credit can be redeemed for. At least one is required.
- Validity — No expiry or Expires after N days, counted from the purchase date.
- Practitioners — empty means "with any practitioner"; a selection narrows the pass to the named people.
Sell a package to a patient
Sell a package — from the license list, or from the Packages tab on the patient record. You pick the package, see a summary (price, number of visits, validity) and decide about payment: Send payment link or Record manual payment.
Until the payment is booked the license carries the Pending payment status and deducts no visits. Once paid it becomes Active.
Use a credit on a visit
Where a patient holds an active pass covering the service, the visit settlement shows a Covered by package marker together with the number of visits left and a Use package credit button. The visit then goes through at 0 PLN and the counter drops by one.
A mistake is undone with the Cancel redemption action — Heltio warns: "This will restore 1 visit credit to the patient's pass."
Watch expiring passes
The license list has five indicators at the top: Active licenses, Revenue (all time), Depleted, Expired and Total sold. The Expiring in 7 days and Expiring in 30 days filters fish out the passes worth refreshing, and a warning above the list gives their count.
You move a deadline with the Extend validity action — you give a new date and confirm.
Refund the unused part
The Refund unused portion action works out the amount pro rata to the visits left and warns: "A pro-rata correction invoice will be issued for the unused visits." You give a reason and confirm.
When something does not work
This pass does not cover the selected service or practitioner.
What this means: The service is not on the covered-services list, or the pass was narrowed to different practitioners.
All visits have already been used
What this means: You are trying to refund a pass with not a single credit left.
No invoice found for this license
What this means: The pass was sold without a sales document, so there is nothing to correct.
Cannot delete a package that has existing licenses. Archive it instead.
What this means: Patients holding purchased passes are attached to that package definition.
Select at least one service.
What this means: The Services tab is empty — a pass with no coverage would not cover any visit.
This clinic does not take online payments. You can buy a pass at the front desk.
What this means: The patient opened packages in the portal, but the clinic has no online payments enabled.
Who has access
Clinic Admin Receptionist Practitioner| Action | Administrator | Reception | Practitioner |
|---|---|---|---|
| View licenses | ✓ | ✓ | ✓ |
| Sell passes | ✓ | ✓ | ✓ |
| Define packages | ✓ | — | — |
| Extend validity | ✓ | — | — |
| Refund the unused part | ✓ | — | — |
Related
- Service price list — the catalog you pick the covered services from.
- Memberships — the recurring variant, renewed every month.
- Gift vouchers — a voucher that can be redeemed for a package.
- Packages in the patient portal — what the patient sees on their side.
Related features
Service price list
The clinic's service catalog — price, duration, VAT rate, visibility in online booking and price overrides for individual practitioners. The calendar, invoices and packages all take their price from here.
Memberships
Recurring monthly plans: a paid period grants the patient package credits or a wallet top-up. We never charge a card automatically — the patient pays each period with a fresh link, or a QR code at reception.
Gift vouchers
Vouchers for an amount or for a package of visits — sold at reception with a code and a gift-card PDF, or online with the code emailed once the payment is booked. The code is shown once; after that it cannot be recovered.
Patient wallet
A cash balance kept for every patient: top-ups, paying for visits and invoices from it, balance adjustments and a full transaction history. The patient sees the same wallet in the portal.
Wallet and passes in the portal
The patient's money seen from the portal — balance and transaction history in My Wallet, purchased visit packages, recurring memberships and vouchers.