Account statements give clients a summary of their account activity and balance over a selected date range. They include every credit, debit, refund, and adjustment applied to the client's account during that period, along with the items each entry relates to. If a client has an outstanding balance or regularly pays on account, statements make it easy to share a clear record of what they owe and what's been applied to their account.
Statements can be generated manually from a client's profile or from the Balance Due Report, or set to generate automatically on a schedule using the Automatically generate account statement for clients business policy.
Once generated, a statement can be downloaded as a PDF, printed, or emailed directly to the client. All generated statements are saved to the client's Balance History & Statements > Statements History page for future reference.
Clients can also view their own balance history and statements from the Balance History & Statements page in the Client Portal.
What you can do with account statements
Send a client a record of their outstanding balance and account activity to help resolve a payment dispute.
Email a statement at the end of each billing period so clients can track what's been charged to their account.
Print and mail statements to clients who prefer paper records.
Automatically generate statements on a recurring schedule so clients always receive up-to-date account summaries without manual effort.
Getting started with account statements
Before you start generating account statements, follow these steps:
Set up staff permissions – Make sure the staff members who need to generate statements or view balance history have the View client account balance history and generate statements permission enabled on their staff role.
Configure your business policies – To automatically generate statements for clients on a schedule, enable and configure the Automatically generate account statements business policy.
Generate a statement – Once you're set up, generate statements manually from a client's profile or from the Balance Due Report.
Key tips
Only activity recorded after December 15, 2025 appears with detailed entries in the balance history. Historical account balance data isn't itemized.
If a client's email option is set to OFF in their Account Management notification preferences, they'll still receive the New Account Statement email when a statement is emailed to them.
Staff members must have the View client account balance history and generate statements permission to generate account statements.
You can also use the Automatically generate account statements business policy to automatically generate account statements for clients on a schedule you choose.
When you select Since Last Statement Date, the statement period starts on the date of the client's last generated statement. This includes statements generated automatically or manually, whichever happened most recently. The period ends on the current date. If the client has no prior statement, the period starts on the first day of last month and ends on the current date.
Generate a statement from a client's profile
To generate an account statement from a client’s profile:
Click Search
at the top of the screen, enter the client's name, and click their name in the list, then click Account > Balance History & Statements.
Click Generate account statement.
In the Generate statement overlay:
Under Date Range, select an option, or select Since Last Statement Date to continue from the client's last generated statement. To use a custom range, select Custom and adjust the Starting and Ending dates.
If you’re sending the statement by regular mail and using a windowed envelope, set Format address for mailing envelopes to ON.
To include activity performed by relationship accounts that affected the client’s account balance, set Show family and dependents account activity to ON.
To include purchases, voids, and refunds paid by a method other than the account balance, set Include transactions processed by other payment methods to ON.
To include transactions that failed during the statement period, set Include failed transactions to ON.
To include notes staff added to transactions, set Show staff notes to ON.
For more information about these options, see Statement content options below.
Click Generate statement to generate the statement without emailing it, or click Generate & email statement to generate the statement and send it to the client.
If you click Generate & email statement:In the Send statement popup, confirm or update the email address. The field is pre-filled with the client's email address. If no email address is saved on the client's profile, the field is empty.
If a client's email option is set to OFF in their Account Management notification preferences, they'll still receive the New Account Statement email. If SMS or push are set to OFF, the client won't receive those notifications.
Click Send. The statement is generated and emailed to the client as a PDF attachment. After the statement is sent, the page navigates to the Statement history tab.
Generate a statement from the Balance Due Report
To generate an account statement from the Balance Due Report:
Open the App Drawer
then click View All > Reports > Clients > Balance Due.
Find the client you want to generate a statement for by browsing the report, using the Search option, and filtering the report.
Click Action
next to the client’s information, then click Generate account statement.
In the Generate statement overlay:
Under Date Range, select an option, or select Since Last Statement Date to continue from the client's last generated statement. To use a custom range, select Custom and adjust the Starting and Ending dates.
If you’re sending the statement by regular mail and using a windowed envelope, set Format address for mailing envelopes to ON.
To include activity performed by relationship accounts that affected the client’s account balance, set Show family and dependents account activity to ON.
To include purchases, voids, and refunds paid by a method other than the account balance, set Include transactions processed by other payment methods to ON.
To include transactions that failed during the statement period, set Include failed transactions to ON.
To include notes staff added to transactions, set Show staff notes to ON.
For more information about these options, see Statement content options below.
Click Generate statement to generate the statement without emailing it, or click Generate & email statement to generate the statement and send it to the client.
If you click Generate & email statement:In the Send statement popup, confirm or update the email address. The field is pre-filled with the client's email address. If no email address is saved on the client's profile, the field is empty.
If a client's email option is set to OFF in their Account Management notification preferences, they'll still receive the New Account Statement email. If SMS or push are set to OFF, the client won't receive those notifications.
Click Send. The statement is generated and emailed to the client as a PDF attachment. After the statement is sent, the page navigates to the Statement history tab.
Statement header
Every statement header shows your business name (from Business > General Information > Legal business name), along with an address, phone number, and logo. The source depends on your business's location setup:
Single location – The address, phone number, and logo come from Setup > Locations.
Multiple locations – The address and phone number come from the client's home location under Setup > Locations. If the client has no home location, they come from Business > General Information instead.
This applies to both manually generated and automatically generated statements.
Account payments waiting for settlement
When a client makes a payment toward their account balance using ACH, the statement reflects its settlement status:
Waiting for settlement – "Payment towards account" appears in a lighter font, with the payment amount beside it. A Waiting for settlement badge appears under the payment method, and the Charge, Payment, and Balance columns show a hyphen (–). This always shows, regardless of any toggle setting.
Successful – A new “Payment towards account” row appears with no badge, and the Payment column shows the amount credited to the account balance.
Failed – A Balance payment failed badge appears under the payment method. This row only shows when Include failed transactions is on.
Statement content options
Statements can also include additional content depending on the following options. If the matching business policy is turned on, the option is pre-selected by default when you open the overlay. If the selected date range has no matching content, the option is greyed out. If matching content exists, the option shows how many matching items are in that period (for example, "5 in this period").
Include transactions processed by other payment methods
When this option is set to ON, the statement includes purchases, voids, and refunds that were paid using a payment method other than the client's account balance, such as credit card, ACH, cash, or check. These transactions are shown for reference only and don't affect the Balance Due or the Aged Balance Summary.
For each of these transactions, the statement shows:
Date – The date of the purchase, void, or refund.
Item – The transaction type (Purchase, Void, or Refund) in a lighter font, followed by the total amount and a list of items included. If a credit card or ACH surcharge applies, it's listed as the last item.
Payment Method – The payment method used. If an ACH payment is still waiting to settle when the statement is generated, a Waiting for settlement badge appears under the payment method. If it later settles successfully, no badge appears. If it fails, the transaction appears only when Include failed transactions is also ON.
Charge, Payment, and Balance – Show a hyphen (–), since these transactions don't affect the account balance.
Split payments: When a purchase was split across more than one payment method, each method and the amount paid by it are listed separately. The header shows the total paid, which includes any amount still Waiting for settlement. If at least one payment method fails, the header instead shows the amount paid out of the total (for example, $10.00 paid of $30.00), and a failed amount is excluded from the total paid once it's marked Failed. In the Payment Method column, each method used is listed separately with the amount paid by that method, separated by a line. A method still Waiting for settlement or marked Failed shows the matching badge underneath it. If Include failed transactions is off, failed payment methods are left out of the list entirely.
Visits on account statements
Whether a booked visit (such as a class, appointment, or event) appears on a statement depends on the payment method used:
Paid using the account balance – Appears as Purchase on account, with the amount shown in the Charge column.
Paid using a payment method other than the account balance (credit card, ACH, cash, or check) – Appears only if Include transactions processed by other payment methods is turned on.
Paid using a Purchase Option, or left unpaid without ever being charged to the account balance – Doesn't appear on the statement, since it never affected the account balance or another payment method.
Include failed transactions
When this option is set to ON, the statement includes transactions that failed during the selected period.
If Include transactions processed by other payment methods is OFF, only failed payments toward the account balance are shown.
If it's also ON, failed transactions from any payment method are shown.
Failed transactions are shown for reference only and don't affect the Balance Due or the Aged Balance Summary. In the Item column, a failed transaction shows the total amount, including surcharges.
When a purchase or automatic payment fails and the amount is charged to the client's account balance, the statement shows two rows: the failed transaction itself (visible only when this option is ON), and the account balance debit, which is always visible regardless of toggle settings.
Failed transactions display a status badge explaining what happened. Possible badges include:
Purchase failed – A staff member manually changed the payment status to failed. No reattempts occurred and nothing was charged to the account balance.
Purchase failed (canceled) – The purchase failed at checkout and wasn't completed.
Purchase failed (charged on account) – An ACH payment failed to settle after the purchase, and the amount was charged to the account balance.
Automatic payment failed – An automatic payment (such as a membership renewal, payment plan installment, or bulk billing charge) failed, and reattempts are still in progress or no outcome has occurred yet.
Automatic payment failed (charged on account) – The automatic payment failed and the amount was charged to the account balance.
Balance payment failed – A payment toward the account balance failed.
Show staff notes
When this option is set to ON, notes added by staff during checkout, refunds, voids, manual credit or debit adjustments, or account payments appear beneath the related transaction. If both a system-generated note and a staff note exist for the same transaction, they appear together, with the system note first.