When a SKED account has an outstanding balance, SKED moves it through a series of stages so your office has time to resolve the balance before access is limited. The stages are Past Due, Read-Only, and Deactivated. Your data stays safe at every stage, and you can restore full access at any point by resolving your balance.
In this documentation, we'll walk through each stage, what you'll see, and how to get back to full access.
Account Stages at a Glance
Stage | Days Past Due | Access |
Past Due | Day 1–29 | Full access, with a warning banner and login message |
Read-Only | Day 30–54 | Limited access. Outbound messaging and scheduling are blocked |
Deactivated | Day 55+ | Features are turned off. Contact SKED Support to restore |
Note: The stage is based on the number of days your account has been past due. Your billing team sets this when an account becomes past due, and your account moves to the next stage automatically.
Stage 1: Past Due (Day 1–29)
During this stage, your office keeps full access to SKED. You'll see:
Warning banner: A banner appears on every page of SKED showing the date your account will move to Read-Only mode. This banner cannot be dismissed.
Login message: A message appears when you log in, with the same Read-Only deadline.
No features are blocked in this stage. This is the best time to update your payment method (see Resolving Your Balance below).
Stage 2: Read-Only (Day 30–54)
When your account moves to Read-Only mode, you'll see this message:
"Your account has been moved to Read-Only mode. Please resolve your outstanding balance to resume full access."
The navigation menu is dimmed, and blocked pages and sections are grayed out and can't be opened. Your data is not deleted.
What's Blocked
Outbound messaging: You can't send SMS messages, one-time messages, drip campaigns, Spark messages, emails, or push notifications.
Calendar view: The calendar is grayed out, so you won't be able to view appointments in SKED.
Scheduling in SKED: Your office can't create new appointments in SKED.
Patient scheduling: Patients can't book through the patient app or Patient Portal. They'll see an error asking them to call your office to schedule.
New Patient Portal edits: The portal settings become view-only.
Manage Users: Contact SKED Support if you need to add or change users.
What Keeps Working
Automated appointment reminders: Appointment reminders, set time reminders, rapid messages, and automation-based appointment reminders continue to send. You can still edit the templates for these reminders and turn them on or off.
EHR appointment sync: New appointments created in your EHR still sync into SKED, and reminders will send for them.
SMS Inbox: Inbound patient messages are still received and visible. The message composer is disabled, so you can't reply from SKED. Individual patient pages opened from the SMS Inbox aren't clickable. Contact SKED Support for patient-level changes, such as opt-outs or notification preferences.
Settings > Billing: You can review your balance and update your payment method.
Help button: Chat with SKED Support at any time.
Note: If your office uses both SKED and Spark, your whole account moves to Read-Only mode, even if only one of the two products is past due.
Stage 3: Deactivated (Day 55+)
In the Deactivated stage, SKED features are turned off and Settings > Billing is no longer available. Your data is preserved.
A message on screen will show how to reach SKED Support so you can restore your account:
Email: info@sked.life
Phone: 815.595.4459
Resolving Your Balance
In the Past Due and Read-Only stages, you can resolve your balance from Settings > Billing.
Click Settings, then Billing.
In the Payment Method section, update your card on file.
SKED's billing team is notified automatically that your payment method was updated. They'll process the payment and restore your access.
Retry Payment
If your card on file is already correct and the last payment failed, you can use the Retry Payment button, next to the Default badge on your card.
Clicking it notifies the SKED billing team to try the last failed payment again. It does not charge your card automatically. After you click it, the button shows Sent, and you'll see a "Billing team notified" message.
Tip: You can send one retry request every 24 hours. If the button is disabled, a request has already been sent. Check back later.
Restoring Access
Once your balance is resolved, SKED's billing team restores your account to full access. Banners and messages clear, and all blocked features come back right away.
Note: Changes to your account stage are made by SKED's billing team. If you believe your account was moved by mistake, contact SKED Support.
Frequently Asked Questions
Will I lose my data in Read-Only mode?
No. Your patient and appointment data is not deleted. Full access returns once your balance is resolved.
Can I see my calendar in Read-Only mode?
No. The calendar is grayed out during Read-Only mode, so you can't view appointments in SKED until access is restored.
Will my patients still get appointment reminders?
Yes. Automated appointment reminders keep sending in Read-Only mode.
Can my patients still reply to texts?
Yes. Inbound messages arrive in your SMS Inbox. You just can't reply from SKED until access is restored.
Can my patients still book online?
No. During Read-Only mode, the patient app and Patient Portal show an error asking patients to call your office to schedule.
I updated my card. Why is my account still Read-Only?
SKED's billing team processes your payment and restores your account manually. If it's been more than one business day, contact SKED Support.
Who do I contact with questions?
Use the help button in SKED, email info@sked.life, or call 815.595.4459.