Your Wallet: Balance, Recharge, and Transaction History
Your clinic's wallet is what funds usage-based services like phone number purchases, registration, calls, texts, and email — keeping them running without interruption.
What is the Wallet?
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.
Your card on file recharges the wallet automatically when the balance runs low, so service isn't interrupted.
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 > Credits to see exactly what each charge covered. Some charges may take 6–24 hours to appear in your wallet transaction history.
Where to Find Your Wallet
You can view and manage your wallet from your ClinicMonk™ account under Settings > Billing > Wallet & Transactions.
How to View Your Transaction History
From Settings > Billing > Wallet & Transactions, click Transactions to view your wallet's transaction history — including recharges and usage deductions.
How to Recharge Your Wallet
There are two ways to keep your wallet funded:
Auto Recharge
In Settings > Billing > Wallet & Recharge, you can set:
- Auto Recharge with: the amount added to your wallet each time a recharge happens
- When balance lower than: the threshold that triggers the recharge
When your balance drops below the threshold you've set, your card on file is automatically charged and the wallet is topped up.
Add Balance Manually
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.
What Happens if a Recharge Fails
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.
Note: If your wallet balance reaches zero, usage-based services like phone and email may pause until the wallet is recharged.
Frequently Asked Questions
Q: Why was my card charged separately from my subscription fee?
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.
Q: Can I get a refund for unused wallet credits?
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.
Q: Who do I contact if something looks wrong with my wallet balance or a charge?
Reach out to our support team — we manage billing and can help track down any discrepancy.