Why is my payout $0?

If a session or a client shows up in your payout with $0, it usually means the service hasn't reached the point where Alpaca can pay it yet — not that it was denied. Here are the most common reasons and what to do about each.

For the full picture of how payouts are calculated, see Guide to Alpaca's Payout System.

The note isn't signed yet

A session is only included in a payout once its session note is signed — inclusion is based on the note's signature date, not the date of service. A session with an unsigned or draft note produces no payout.

Next step: Make sure the session note is completed and signed. Once signed, it will be picked up in an upcoming payout cycle.

The session isn't billable

Not every appointment generates revenue. Non-billable time, cancellations, and appointments that aren't tied to a billable CPT code won't produce a payout.

Next step: Confirm the session was a billable service with the correct CPT code. If you expected it to be billable and it isn't, contact support@alpacahealth.io.

There's no active authorization

Many payers require an active prior authorization that matches the CPT code and date of service. If the client's authorization is missing, expired, or has run out of units, the associated claim can be blocked — which means no payout for that session.

Next step: Open the client's Insurance tab and confirm there's an active authorization covering the CPT code and date, with units remaining. Check the Care Readiness tab to see whether treatment authorization is still Pending. If an authorization should exist but doesn't, reach out to support@alpacahealth.io.

It hasn't come through the payout cycle yet

Payouts run on a biweekly cycle. A recently signed note may simply not have reached its cycle yet, so it shows nothing so far.

Next step: Give it until the next payout cycle. If a signed, billable session with a valid authorization still shows $0 after the cycle it should have landed in, contact support.

A note about denials

A denied claim is not a common cause of a $0 payout. Alpaca guarantees the insurance-reimbursable portion of your payment every two weeks even if insurance later denies the claim — the practice keeps that initial insurance payout. So if you're seeing $0, it's far more likely one of the reasons above than a denial.

Still not sure?

If you've checked the note, the CPT code, and the authorization and a payout still looks wrong, email support@alpacahealth.io with the client name and date of service so the team can look into it.