Autopayments are driven by the Contracts. As is reviewed in Creating Contracts in Cloud 9, the autopayment will go to the Autopayment Queue based on the date entered in the contract. However, occasionally a responsible party or patient will make the monthly payment early, and then the autopayment needs to be stopped so they don't get double charged.
There are two ways that you can delete the autopayment. For the first method follow the below steps.
Step 1 - If the date for the autopayment is still in the future, you can go into the contract by clicking the handshake button on the patient's ledger tab and navigating to the contract. In this first test data example the payment for $750.00 was made for the autopayment scheduled to hit on 04/01/2026.
Step 2 - In the contract, go to the line where the autopayment charge date will hit and the payment is due. In this example, it is not due until 04/01/2026 and today's date is 03/16/2026 so the line will still allow us to edit it. In this line there is a column that says DEL for deletion. If you check the box, then save the contract, it will delete the autopayment. The charge will still hit the ledger on 04/01/2026, but the autopayment will not run.
There is a second way you can delete the autopayment. If the date for the autopayment is today, or you do not want to make the edit in the contract, you would follow these steps.
Step 1 - Navigate to Financial > Autopayments within Cloud 9.
Step 2 - Make sure that you have the date range selected in 'Start Date' and 'End Date' that includes the date of the autopayment. Also double check that the location, and payment method, (primary or secondary) is correctly selected. Then, look at the results until you find the autopayment that needs to be deleted.
Step 3 - Once you have located the autopayment that needs to be deleted, click on the very left hand side of the line item, a hamburger menu that will populate with the following options: Financial Ledger, Contract, Print Receipt, Email Receipt, (those two will be gray if the payment has not run), Change Payment Date, Delete Payment. Click the option that says 'Delete Payment.'
Step 4 - A dialogue box will come up that says: 'Delete Payment from Auto Payment Queue?' Click the Red Delete to confirm your choice and delete it.
Once you click the red delete it will delete it from the autopayment queue and the box will be selected in the contract. So the charge will still hit the ledger but the auto payment will not go through because it has been deleted.
Either of these methods will delete the autopayment so the patient or responsible party will not get charged twice.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.