The pass does not appear when booking
A pass has to meet five conditions at once before it can pay for a visit. You check them one by one in the licence detail — the one that fails most often is the first, an unpaid purchase.
Are you seeing these symptoms?
- The licence has the status **Pending payment**
- The pass works for one service and is missing for another
- The pass disappears once a specific practitioner is chosen
- You see **This pass does not cover the selected service or practitioner.**
- A patient booking from the public page cannot see their pass
Heltio offers a pass at booking only when all five conditions hold: the licence has the status Active, the date in Expires has not passed, the chosen service is on the Covered services list, the chosen practitioner falls within the pass's restriction, and there are visits left. Failing even one removes the pass from the payment options — with no separate message at the booking itself.
You read all five from the licence detail.
How to do it
Check the licence status
The Status column takes the values Pending payment, Active, Expired, Depleted and Cancelled. Only Active can be used.
This is the most common cause of a ticket. A pass sold with Send payment link stays at Pending payment until the payment is booked — the patient sees it in their wallet but cannot pay with it. A pass settled at the desk with Record manual payment is active immediately.
Check the expiry date
The Expires column, or No expiry. Validity runs from purchase, and its length is set by the package definition — the Days from purchase field, hinted as "e.g. 180 days = 6 months".
An expired licence cannot be used, but it can be moved: Extend validity sets a new date. The Expiring in 7 days and Expiring in 30 days filters help you find the ones worth warning patients about before they lapse.
Check the covered services list
The package definition has a Services tab with a clear rule: "Select which services a visit credit can be redeemed for. At least one service is required."
That explains the most confusing symptom — the pass works for one service and vanishes for another. A service added to the price list later does not add itself to existing packages. Add it in the Services tab of the package definition.
Check the practitioner restriction
The Practitioners tab carries the hint: "Leave empty so the pass works with any practitioner. Selecting narrows it to those people only."
A narrowed pass appears at service selection with the note only with: and a list of names, and disappears once you pick someone outside it. A practitioner's account being inactive does not invalidate the pass — the restriction goes by the assignment, not by whether that person still works there.
Check how many visits are left
The Used / Total column and the visits-remaining figure in the detail. Zero means the status Depleted.
If the counter does not match reality — because a visit was cancelled or settled by mistake — use Reverse redemption. The app warns: "This will restore 1 visit credit to the patient's pass." Cancelling a visit does the same thing automatically.
When something does not work
This pass does not cover the selected service or practitioner.
What this means: An attempt to settle a visit with a pass that does not have that service on its covered list, or that is narrowed to other people.
Pending payment
What this means: The pass was sold with a payment link, and the payment has not been booked yet.
Have a pass? Sign in to use it here.
What this means: The patient is booking from the public page without signing in, so Heltio does not know whose passes to check.
This clinic does not take online payments. You can buy a pass at the front desk.
What this means: The clinic does not have online payments enabled, so the patient cannot buy a pass from the portal.
This package does not allow transfer
What this means: The pass comes from a package with the **Transferable** switch off. The transfer action is then inactive, and the server refuses anyway.
Who has access
Clinic Admin ReceptionistSelling a pass, extending validity and refunds are handled by reception and the clinic administrator. The package definitions — services, prices, validity and the practitioner restriction — belong to the owner and the administrator.
Someone without the permission sees on the patient record You don't have permission to view package licenses. Contact your clinic administrator.
Related
- Prepaid packages — how to define and sell a pass.
- Passes and packages in the portal — what the patient sees on their side.
- Packages on the public page — selling a pass without a visit to the clinic.