Membership Status and Coverage

Every patient in DPC Pro has a membership status that reflects their current enrollment and billing standing.

Membership status tells your team whether a patient is actively covered, behind on payment, on a temporary pause, or no longer enrolled. DPC Pro updates membership status automatically based on billing events, but managers can also change status manually when needed.

Understanding membership status is essential for front-desk staff who schedule visits and for managers who monitor revenue and patient retention.

Membership Statuses Explained

DPC Pro uses six membership statuses:

Status	Meaning	Billing State
Active	Patient is enrolled and current on payments	Payments processing normally
Past Due	A payment has failed but recovery is in progress	Dunning (payment recovery) active
Unpaid	Payment has been past due for an extended period	Multiple recovery attempts have occurred
Paused	Membership is temporarily suspended	No billing during pause period
Cancelled	Membership has been cancelled but period has not ended	Set to end at current period’s close
Ended	Membership has fully terminated	No further billing

Active

The patient is enrolled, their payment method is valid, and billing is processing normally. Active patients have full access to scheduling, messaging, and clinical services.

Past Due

A scheduled payment has failed. DPC Pro automatically begins the payment recovery process (dunning), which sends notifications to the account holder on the following schedule:

• Day 0: Payment failed notification sent immediately
• Day 1: First reminder email
• Day 3: Second reminder email
• Day 6: Third reminder email
• Every 6 days after: Continued reminders until resolved

If the account holder updates their payment method and the charge succeeds, the status returns to Active automatically. DPC Pro’s AI payment recovery can also assist with automated outreach during the dunning process.

Unpaid

The membership has been past due for an extended period with multiple failed payment attempts. This status indicates the account needs direct attention from your team.

Paused

The membership is on a temporary hold. No billing occurs during the pause. Paused memberships can be resumed by your team or may resume automatically based on configured dates.

Cancelled

The account holder or your team has cancelled the membership, but the current billing period has not yet ended. The membership is marked to cancel at the end of the current billing period.

During the remaining period, the patient retains their active benefits.

Ended

The membership has fully terminated. The billing period has concluded and no further charges will be made. The patient record remains in the system but the patient is no longer covered under a plan.

How Status Changes

Membership status changes through both automatic triggers and manual actions.

Automatic status changes

Event	Status Change
Membership created and first payment succeeds	→ Active
Scheduled payment fails	Active → Past Due
Payment recovered after failure	Past Due → Active
Extended payment failure (multiple attempts)	Past Due → Unpaid
Account holder cancels membership	Active → Cancelled
Cancelled membership reaches end of period	Cancelled → Ended
Pause period begins	Active → Paused
Pause period ends	Paused → Active

Manual status changes

Managers can update a membership’s status directly when needed. Common reasons include:

• Manually pausing a membership for a patient who is traveling
• Reactivating a membership after resolving a billing issue offline
• Ending a membership immediately rather than waiting for the period to close

Important

Manual status changes bypass the normal billing workflow. When you manually change a status, verify that the corresponding billing actions have been handled (for example, if you manually set a membership to Active, confirm that payment has been collected).

Status and Feature Access

Membership status affects what patients can access in your practice:

Feature	Active	Past Due	Unpaid	Paused	Cancelled	Ended
Schedule visits	Yes	Yes	Limited	No	Yes*	No
Secure messaging	Yes	Yes	Yes	Yes	Yes*	No
Portal access	Yes	Yes	Yes	Yes	Yes*	No
Billing active	Yes	Recovery	Recovery	No	Until period ends	No

*Cancelled members retain access until their current billing period ends.

For Practice Managers

Use membership status to guide your team’s patient interactions. A Past Due patient may need a gentle reminder about updating their payment method. A Cancelled patient may be open to re-enrollment if approached before their period ends.

Filtering Patients by Status

You can filter your account holder list by membership status to identify patients who need attention.

Filter by membership status

1. Navigate to Customers in the main menu.
2. Use the status tabs at the top of the list:
   • All: shows all account holders
   • Active: only account holders with active memberships
   • Past Due: account holders with failed payments in recovery
   • No Membership: account holders without any membership plan

Each tab shows a count badge so you can see at a glance how many account holders fall into each category.

Search within filters

The search bar works within any active filter. You can search by:

• Account holder name
• Email address
• Phone number

Filter patients by practice or provider

On the Patients list, you can also filter by:

• Practice: show patients enrolled at a specific practice
• Provider: show patients assigned to a specific provider

These filters combine with search, so you can find (for example) all patients of a specific provider whose name matches a search term.

Manually Updating Status

Change membership status

To update a membership’s status:

1. Navigate to Customers → select the account holder.
2. View the current membership details on their profile.
3. Use the membership management options to change the status, adjust billing, or cancel the plan.

Membership contract terms

Each membership has contract settings that affect status changes:

Setting	Description	Default
Contract length	Duration in months (0 = month-to-month)	12 months
Auto-renew	Automatically renew at end of billing period	Enabled
Billing day	Day of month for billing (1-28)	1st
Cancel at period end	Whether a cancellation waits for the period to close	Yes

Billing intervals

Memberships can be billed on two intervals:

• Monthly: charged every month on the billing day
• Annual: charged once per year

The billing interval is set when the membership is created and can be changed through a scheduled plan change that takes effect at the next billing cycle.

Note

Membership changes that result in a downgrade (lower plan or fewer members) are scheduled to take effect at the next billing cycle. Upgrades can take effect immediately.

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Related Pages

• Add a New Patient
• Patient Records Overview
• Manage Families and Dependents
• Account Holders vs. Patients
• Patient Communication Preferences
• Transfer or Archive Patients

Need Help?

If you have questions about a patient’s membership status, reach out to the DPC Pro support team at [email protected] or visit the troubleshooting guide.