If you have a question about a past charge, start in the Billing section of your Tava account. This is where you can review your Transaction History and see how a session was billed.

View your session billing history

Go to Billing Info and scroll to Transaction History.

This is where you can review billing activity processed through Tava. You may see:

• Charges: amounts billed for appointments or services
• Payments: amounts collected from your payment method
• Credits: adjustments to your balance
• Refunds: amounts returned to your original payment method

Select a transaction to see more detail, including the transaction date, payment status, and coverage method used.

Where was each session billed and why?

For each transaction, look at the coverage method shown in the details. This tells you whether the session was billed to:

• Employer coverage
• Insurance
• A credit card or HSA card

If you do not see a session in Transaction History, that usually means one of these is true:

• The session had no out-of-pocket cost
• Insurance covered the full amount you owed
• Your employer or sponsor covered the session
• The session was not billed through Tava

You may also see two entries for one session. This is normal. Tava may show:

• One record for the charge
• One record for the payment

In some cases, you may also receive a separate invoice for a past session if the original payment failed or there was not a valid payment method on file when the session was billed.

Can I change where a session was billed?

If the session has not started yet, you can usually change the coverage method yourself before it begins.

If the session is already over, you cannot update the coverage method yourself in your account. If you believe a past session was billed incorrectly, contact support.

How can I see whether a no-show fee was applied?

Go to Billing and review your Transaction History.

If a late cancellation or no-show fee was charged through Tava, it should appear there as a charge.

If you are not sure which session it relates to:

• Compare the charge date and amount with your recent missed, canceled, or rescheduled appointments
• Open the transaction details to review the billing information
• Review your provider's cancellation and no-show policy in your account

Health insurance, employer coverage, and HSA cards cannot be used to pay late cancellation or no-show fees.

If you believe the fee was charged in error:

• Message your provider through Tava as soon as possible
• Ask whether a waiver or refund is appropriate
• Contact support if you still need help

Need help reviewing a past charge?

Contact client-support@tavahealth.com 

It helps to include:

• The charge amount
• The charge date
• The session date you believe it relates to
• The coverage method you expected to be used
• Any screenshot or error message you saw in your account