Handle private-pay collection outreach

Collection outreach appears under an overdue invoice in an account's Licenses → Private pay panel. Global administrators manage this human follow-up separately from invoice payment.

Record follow-up

1. Open Admin → Access → Users, select the account, and open Licenses.
2. Refresh Private pay and find the invoice's Collection outreach.
3. Review the work state, activity window, reminder summary, and recent notes.
4. Select Claim outreach or Assign to me to take responsibility; Clear assignment releases the assignment.
5. Enter the contact result in Outreach note and select Record note.
6. When human follow-up should end, enter a completion note and select Complete outreach.

Notes and completion require nonblank text, up to 4,000 characters. Assignment is a coordination aid, not an exclusive lock: another administrator can reassign, note, or complete open work. If the record changed, refresh and review its latest state before retrying.

Understand the window

Recent direct account use within the previous 30 days selects a 60-day outreach window. Otherwise the window is 30 days. Staff or administrator passthrough use does not count as the client's direct use.

The window runs from the invoice due date. Activity is re-evaluated while work stays open or escalated; the window and escalation date can change. Reaching the boundary escalates the work for human attention. This workflow never automatically suspends the License.

Read reminders and activity

Email and text reminders are scheduled from the due date at weekly offsets: days 0, 7, 14, 21, and 28, with days 35, 42, 49, and 56 in a 60-day window. Processing can occur later than the scheduled time. Payment and recipient suppression can prevent delivery; a schedule is not a delivery guarantee.

The card shows only the last four reminder entries by scheduled order and the last four work events. Scheduled counts include pending/retry entries, not every unfinished state. Delivered counts also include mock deliveries in test environments; neither a count nor a mock entry proves receipt. Dates here use your device's time zone.

Reminders retain their invoice's billing contact version. The card has no resend or delivery-retry control.

Completion and payment are different

Complete outreach immediately completes the human task and cancels its pending reminders. There is no confirmation dialog or Reopen action. It does not mark the invoice paid, end the agreement, or cancel future invoices.

Confirmed payment closes open/escalated outreach and cancels remaining reminders. Already completed work can keep its completed label; check the invoice's payment state. A message already sent cannot be recalled.