How do I view and manage a patient's wallet in Prospyr?
The patient wallet is where you'll find a patient's available balance or credits, any gift card balances, and any coupons tied to their profile. This article is for anyone whose role has the Manage Patient Wallet permission set to Allowed, since that permission controls who can view and edit wallet details.
Prerequisites
Note: Your role must have the Manage Patient Wallet permission set to Allowed. If you don't see the wallet icon on a patient's profile, this is likely why — ask your practice admin to update your permissions.
How to open a patient's wallet
Click Patients in the left navigation bar.
Search for the patient whose wallet you want to view.
Open the patient's record.
Find the wallet icon next to the patient's name — it usually shows a dollar amount — and click it.
A pop-up opens showing the patient's available balance or credits and any gift card balance, along with three sections: Coupons, Gift Cards, and Transactions.
How to view and add coupons
From the wallet pop-up, click Coupons.
Review the list of coupons currently available to this patient.
Click Add Coupon to add another coupon to the patient's wallet, if needed.
How to view, edit, or transfer a gift card
From the wallet pop-up, click Gift Cards.
Review any gift cards tied to this patient.
Click into a gift card to edit its balance — for example, if the patient has already used part of it.
To move a gift card to a different patient, use the transfer option on that gift card.
How to view wallet transaction history
From the wallet pop-up, click Transactions.
Review the full history of activity tied to this patient's wallet, including gift card changes, refund credits added to the balance, and coupons that have been used or applied.
Note: Every balance edit, gift card change, and coupon redemption shows up in Transactions, so this tab is the best place to look if you need to confirm what changed and when.
How to edit a patient's available balance
From the wallet pop-up, click Edit next to the available balance.
Enter the new balance.
Click Next.
Add a note explaining why you increased or decreased the balance, then save.
Important: Always leave a note when you edit a balance. This gives your team a clear record of why the change was made, which is especially helpful if a patient asks about their balance later.
How to redeem a gift card code
From the wallet pop-up, find Gift Card Balance.
Click Add.
Type or paste the gift card code.
Click Redeem.
The redeemed amount is added to the patient's existing gift card balance, and the redemption is logged in the Transactions tab.
Common issues
I can’t access the wallet on a patient's profile. This almost always means your role doesn't have the Manage Patient Wallet permission set to Allowed. Check with your practice admin to get this updated.
I redeemed a gift card code but the balance didn't update. Double-check the code for typos, and confirm it hasn't already been redeemed elsewhere. If the code is correct and the balance still doesn't reflect the redemption, check the Transactions tab to see whether it was logged, and reach out to support if it's missing.
I don't see my note after editing a balance. Open the Transactions tab — balance edits and their notes are recorded there, not on the main wallet summary.