Your Stratus plan comes with a set number of full breakdowns per billing period. This explains what counts against that number, where to see what's left, and how to move to a bigger or smaller plan.
What counts, and what doesn't
Full breakdowns count. Every time someone clicks the full breakdown button, one comes off your allotment.
Basic eligibility checks are unlimited. They never come off your allotment, no matter how many you run. If all you need is eligibility, coverage and remaining maximum, use the basic button.
Priority breakdowns count as two. A priority request jumps the queue, and it takes two off your allotment instead of one. This is the single most common reason the number looks wrong to offices — see below.
Action Required breakdowns are not charged. If a breakdown comes back needing something from you, fix the information and resubmit it. You aren't charged for the resubmission.
One thing worth telling your front desk: if a patient has already had a full breakdown recently and you just need to check they're still active, use the basic button. Clicking full breakdown again on the same patient uses another one from your allotment.
Where to see what you've used
Click Billing in the left sidebar. The page is called Usage Overview and it shows:
Used Breakdowns and Remaining Allotted Breakdowns for the current period
Your billing period start and end dates
Your account's own rate for breakdowns beyond your allotment
A Download Period Report button, which gives you the full usage detail as a file
Arrows to page back through previous billing periods
If your plan is unlimited, you'll see an infinity symbol instead of a number.
If you have more than one location billed together, this page shows the combined usage across all of them, not just the office you're logged into.
When your period resets
Your billing period is not the calendar month. It runs on your own subscription cycle, which starts on whatever date your account began. So your period might run the 14th to the 14th, or the 23rd to the 23rd, and your allotment resets on that date rather than on the 1st.
The exact dates are on the Billing page, and they'll match the dates on your invoice email. If you're not sure when yours rolls over, look there first — a lot of "we've run out already" reports turn out to be an office counting from the 1st.
If the number looks wrong
Start with priority breakdowns. The remaining count is a count of allotment units, not patients. Every priority request takes two units, so if you've verified twenty patients and five of them were priority, your remaining count will have dropped by twenty-five. The page doesn't spell this out, and it accounts for most of the mismatches offices report.
If that doesn't explain the gap, download the period report. That report is the detail your invoice is based on, so if the on-screen count and the report disagree, trust the report.
Still off? Message support with what you're seeing and what you think it should be, and we'll go through your usage with you.
Credits
If a breakdown came back wrong, or someone submitted one by mistake, tell us. We look at these case by case and there's no drama about it — if a whole week of appointments got sent as full breakdowns when they should have been basics, get in touch and we'll go through it with you.
One thing to know about how credits show up: a credit doesn't add the breakdown back to your usage count on the Billing page. It appears as an applied credit on your next billing date instead. So don't be alarmed when the count doesn't change.
Going past your allotment
You're not blocked or cut off when you reach your limit. Breakdowns keep working normally.
Your account's own rate for additional breakdowns is shown on the Billing page. For what going over means for your bill, or whether a different plan would suit you better, message support — that's a question best answered by someone who can see your account rather than from a number you've been quoted elsewhere.
Changing your plan
You can't change tiers yourself in Stratus — we do it for you, and it's quick.
Message support in the chat, or use the Upgrade plan? link on the Billing page.
Tell us your office name and roughly how many full breakdowns you use in a typical month.
We'll recommend the plan that fits and make the change.
You usually don't need a meeting for this — we can do it from our end. The exception is if your card also needs updating, in which case we'll get you on a quick call.
Downgrading works exactly the same way. If you're consistently using far less than your allotment, tell us. Offices often reach out to cancel when moving to a smaller plan was what they actually wanted, and you can move back up later.
If you change mid-period, ask us how the current period will be handled when you make the request, so it's confirmed in writing rather than a surprise later.
Questions about cost
For anything to do with pricing, plans, or your bill, message support with your office name. We'll go through it with you against your actual account.
Support is available Monday through Friday, 8 AM to 5 PM Mountain Time. Naming your office in the first message saves a round trip — the chat doesn't tell us which practice you're writing from.