Clearing held charges and parked usage

Some work waits on a person. A held charge is the part of a charge above its component's per-operation ceiling: the charge up to the ceiling was taken, the excess was held, and the tenant is blocked until someone decides. Parked usage was recorded with no price to charge it at. Both queues refresh every few seconds while open.

What you'll need

• Access to Billing in the staff console.
• These permissions: billing.usage.read, billing.charge.manage.
• Held payments also need billing.purchase.read and billing.payment.manage.

If an area or a button is missing, your staff role does not include it. Ask a platform administrator to extend your access.

Steps

1. Open Held charges

   In Billing, select Held charges under Operations, or Review → beside it on Platform overview. Tiles show how many charges are held, the Excess held, how many are past the 2-day SLA, and what was released this period.

   

   The Held charges queue: tiles reading 1 held charge and 12 credits excess held, a red banner saying 1 tenant is blocked, and Riverside Clinics' intelie_docs charge with ceiling 5, charged 5 and 12.000000 held, with Release and Write off.

   Enlarge

2. Find the charge

   Held above the ceiling lists the oldest first with Tenant, Component, Ceiling, Charged, Excess held and Age. Filter by tenant narrows it to one tenant.

3. Choose release or write off

   Release charges the held excess at the price in force when the work happened and unblocks the tenant; it can push them into debt. Write off discards the excess, so only the part up to the ceiling is ever billed.

4. Confirm with a reason

   The drawer restates the amount and the consequence. Type a Reason, then select Release or Write off. Both are final.

What success looks like

• Held charge released or Held charge written off appears and the row leaves the list.
• The tenant's Charge held chip on the tenant list clears once nothing else is held.

If the charge was correct and only the ceiling was too low, release it rather than writing it off. The ceiling itself is a billing setting that this console cannot change.

Parked usage

Parked usage groups lines by meter, because the fix is a price and one price fixes every tenant. Publishing a price does not release anything: publish it first, then open the meter. Can these be released? reads Priced now or Still unpriced. Each line offers Release, which charges it at the price in force now, or Write off. Releasing a line on a meter that is still unpriced only parks it again.

One meter's parked usage, opened from Parked usage.

Enlarge

Held payments and held connectors

Held payments lists purchases whose payment did not match the order. Refresh status asks the payment provider for its view. Release accepts the payment and grants the credits; Reject grants nothing, and any refund is made separately in the payment provider. Both ask for a reason and are final.

Held connectors lists import and export connectors paused because billing refused their tenant, with the Reason, Amount needed and Held since. They resume on their own once the tenant may run again; Retry now asks billing again straight away and changes nothing if it still refuses.

If something goes wrong

Symptom	Likely cause	What to do
A released parked line comes straight back.	No price covers the meter yet.	Publish a price, then release again.
Staff purchases cannot be read yet	This installation's billing service cannot list purchases.	Settle held payments in the payment provider for now.
After Retry now, a message says billing still denies the connector.	The tenant is still out of credit or in debt.	Grant credit on the tenant's account, then retry.

Next

• Managing a tenant's billing account - granting credit to a blocked tenant.
• Publishing a price - the fix for parked usage.
• Invoices, reconciliation and the billing audit - what happens after charges settle.