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Your clinic's wallet is what funds usage-based services like phone number purchases, registration, calls, texts, and email — keeping them running without interruption.

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Your clinic's wallet holds the credits that pay for usage-based services — primarily phone and email usage. Each time you send a text or email, make or receive a call, or buy and register a phone number, the cost is deducted from your wallet balance rather than charged to your card individually.

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Your card on file recharges the wallet automatically when the balance runs low, so service isn't interrupted.

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Note: Wallet recharges appear on your card or bank statement labeled simply "ClinicMonk" — the same label used for your subscription charge. If you see more than one "ClinicMonk" charge in a billing period, it likely means your subscription fee and a wallet recharge both posted that month, not a duplicate charge. Check Settings > Billing > Wallet & Transactions > Transactions to see exactly what each charge covered. Some charges may take 6–24 hours to appear in your wallet transaction history.

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You can view and manage your wallet from your ClinicMonk™ account under Settings > Billing > Wallet & Transactions.

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From Settings > Billing > Wallet & Transactions, click Transactions to view your wallet's transaction history — including recharges and usage deductions.

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There are two ways to keep your wallet funded:

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In Settings > Billing > Wallet & Recharge, you can set:

When your balance drops below the threshold you've set, your card on file is automatically charged and the wallet is topped up.

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The default wallet auto recharge is set to $10, so funds are added in small amounts as needed to help avoid large, unexpected top-up charges.

Does a $10 recharge refill my wallet to exactly $10?

No. With a $10 recharge amount, each automatic recharge adds $10 when your balance falls below your account’s low-balance limit. It does not refill the balance to exactly $10, and it is not a $10 monthly spending cap.

For example, if your balance is −$1 when a $10 recharge is applied, the new balance is $9, assuming no other charges or credits. More than one recharge can happen as you use services.

Check your own Recharge amount and Low balance limit under Settings → Billing → Wallet & Transactions → Wallet & Recharge. Your account’s displayed settings determine the amount and trigger.

If you'd like to top up your wallet outside of an automatic recharge, use the +Add button in Settings > Billing > Wallet & Recharge. This charges your card on file directly and adds the amount to your wallet balance.

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If your card can't be charged when a recharge is triggered, we'll automatically retry the charge — up to 7 attempts, once per day. If all attempts fail, automatic retries stop and you'll be notified. At that point, you can recharge manually to resume automatic retries, or reach out to us for help.

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Note: If your wallet balance reaches zero, usage-based services like phone and email may pause until the wallet is recharged.

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Frequently Asked Questions

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Wallet recharges fund usage-based services like phone and email, which are billed separately from your flat subscription fee. This way, you only pay for what you actually use.

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Reach out to our support team if you'd like to discuss a refund. Since wallet balances and card charges aren't always in sync after credits are used, we'll need to confirm your remaining balance before processing anything.

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Reach out to our support team — we manage billing and can help track down any discrepancy.

You can review your own wallet spending in ClinicMonk™. Open Settings → Billing → Wallet & Transactions. If Billing is not available in your menu, ask your clinic's account administrator or ClinicMonk™ Support for help.

Select Usage Overview, choose the month you want to check, and leave All products selected to see your total spending. The product breakdown shows which services used your wallet funds.

For example, you may see calls, Outbound SMS, SMS Carrier Fees, Emails, Local phone-number charges, or A2P Registration. A2P registration relates to registering your business for text messaging; it is separate from the cost of sending individual texts. Registration costs can make your initial spending look higher than everyday usage.

Choose By Activity to review how spending is grouped. Use the available date and product filters to narrow your review to the period or service you want to understand.

Choose Transactions and locate the charge you want to check. Review its date, description or product, and amount, along with any details available for that entry. Compare it with the relevant product in Usage Overview. This helps you distinguish a text-message charge from a carrier fee, a phone-number charge, an email charge, or a registration charge.

If you cannot identify a transaction, send ClinicMonk™ Support its date, amount, description, and transaction ID if shown. Please do not include full card details or client health information.

Choose Wallet & Recharge and look under Top-up history. You can filter by All, Auto, or Manual. Match the date and amount to your card statement, then check the description and payment status.

A top-up is money added to your wallet. A usage transaction is money spent from your wallet. Do not add both together when calculating usage costs: the top-up funds the spending shown in your usage views. Your ClinicMonk™ subscription is separate; check the Billing Dashboard's subscription and payment sections when reconciling that charge.

For example, if you add $10 and use $2 on services, $8 remains available, assuming there are no other charges or credits. The $10 top-up does not mean you have already used $10 of services.

Within Settings → Billing → Wallet & Transactions → Wallet & Recharge, review Recharge amount and Low balance limit. The recharge amount is the amount set to fund your wallet; the low balance limit determines when a recharge is triggered. These settings are not a monthly spending cap.

Check the values displayed in your own account. A smaller recharge amount means smaller, potentially more frequent top-ups; it does not reduce the price of calls, texts, emails, or registration. If a card charge differs from the recharge amount you expected, check its entry in Top-up history and ask Support to help reconcile it.

Quick guide: Use Usage Overview for totals, By Activity for grouped spending, Transactions for individual usage entries, and Wallet & Recharge → Top-up history for funds added to your wallet.