Freezing a Client's Account

Freezing a Client's Account

Overview   

You can freeze a client’s account in ICANotes+. Freezing an account is useful in situations where you need to temporarily restrict a client’s activity—such as when there is a significantly overdue balance, pending billing review, or an unresolved administrative issue.

When an account is frozen, the client’s records remain in the system, but key functions—such as adding notes, scheduling appointments, processing payments, and updating insurance—are temporarily disabled. Only authorized users can freeze or unfreeze accounts.

Step 1: Assign Permission to Freeze Client Accounts

Only authorized users can freeze a client's account.

To grant this permission:

  1. Go to Settings > Practice Settings > Roles and Permissions.

  2. Expand the Billing tab.

  3. Select the Freeze Client Accounts checkbox.


Step 2: Freeze Account from the Account Ledger

Follow these steps to freeze a client's account:

  1. Open the client’s Account Ledger panel.

  2. Locate the Freeze Account toggle on the far right.

  3. Switch the toggle to freeze the account.

    • A confirmation toast message appears: The account is now frozen.

    • Once frozen, notes, charges, and appointments can no longer be created for that client.




Impact of a Frozen Account

When an account is frozen, the following actions are disabled for that client:

  • Insurance – Add or update insurance.

  • Invoicing – Request payment.

  • Account Ledger – Add payments/adjustments or edit client balance.

  • Account Payment Adjustment – Refund, distribute, or move to unapplied.

  • Chart Face – Compile note, create new note, or create assessment.

  • Calendar – Book, edit, or delete appointments; start a note from an appointment; collect payment, refund payment.

  • Therapy Groups – Generate notes or add participants.

  • Client Portal – Send appointment requests or view future appointments.

  • Authorization – Add or edit authorizations.

  • Billing Dashboard – Access the note.

  • Labs – Map lab results to a note.


User Interface Behavior

For any disabled action, the button will appear inactive with a tooltip stating: This account is frozen. You cannot perform this action.

Notes
The example below shows the tooltip when attempting to add insurance. Similar tooltips appear for all restricted actions.



Step 3: Unfreeze an Account 

When restrictions are no longer needed, you can unfreeze the account from the Account Ledger panel.

  • Switch the Freeze Account toggle off.

  • A confirmation toast message appears: The account is no longer frozen.

  • Notes, charges, and appointments can be created again.



FAQs 

You can find the Frequently Asked Questions (FAQs) on our Knowledge Base page.


Click here for quick access to the FAQs.

 

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Need additional assistance?

Phone: 443-203-5857 

Text: 866-301-0085

Email: ticket@icanotes.com

Chat: http://app.icanotes.com 

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Proprietary Notice Information: This article is provided for informational purposes only, and the information herein is subject to change without notice. While every effort has been made to ensure that the information contained within this article is accurate, ICANotes cannot and does not accept any type of liability for errors in, or omissions arising from the use of this information.

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