Patient Case Invoicing

• Invoice Timing
• Accessing Your Invoice
• Navigating the YayPay Portal
• Making Payments
• Automatic Payments
• One-Time Payment
• Understanding Your CandidPro Invoice
• Invoice FAQs
• Account Status

Payment note: We encourage payments via ACH (no fee). Effective August 1, 2026, credit card payments will incur an ~3% processing fee where permitted by law (any applicable fee will be shown in the YayPay portal before you submit payment).

Invoice Timing

• Invoice line items are generated when aligners ship to your practice
• Payment terms are Net 30 from invoice date
• Statements are sent monthly summarizing all activity from the previous month

Accessing Your Invoice

There are 2 ways to access your patient invoice.

1. An email is sent the first week of the month with the previous month's invoice. This will appear in your email from [e-mail]
2. Access directly through your portal! 
   1. Click your account dropdown in the top right corner of your screen, and click "payments"
   2. This will pull up your current balance, current invoice, and option to view past invoices.
   3. Click "Pay Balance" to log directly into YayPay

 

CandidPro’s invoice and payment platform is through YayPay.

YayPay is CandidPro’s invoice and payment platform. Each month an invoice is emailed to a practice that includes the total lab fees owed for that month. Providers will pay all invoices through this platform.

 

Navigating the YayPay Portal

Making Payments

1. Select the invoice(s) you wish to pay
2. Click "Pay Now"
3. Choose your payment method:
   • Credit Card (Visa, Mastercard, American Express)
   • ACH Bank Transfer
4. Enter your payment details
5. Click "Submit Payment"

You will receive an email confirmation once your payment is processed.

Paying via ACH (no processing fee)

• Click Manage Payment Accounts, select ACH, and click Add Account.

  

• Enter your billing address information and account nickname. Click Submit.

  

• In the next screen, confirm the billing address info and click Continue.

  

• Enter the the account number, routing number, and select whether it is a checking or savings account. Click Continue

  

• Once saved, the information is visible under ACH Accounts both in the Payments Tab and in Manage Payment Accounts.

  

• Your payment portal is ready to pay open invoices via ACH with no processing fee!

Automatic Payments

1. To make a payment the provider will click the Payments tab in the top right corner, and make sure you're in the "Auto-Pay" tab.
2. Select the preferred payment method and enter the required info to add this payment method to the YayPay portal. You can either select to have autopay for the entire amount, or set recurring smaller payments if you select "recurring". 
3. Click continue to finish setting up your auto-payment plan.
   • Credit Card or ACH
      

One-Time Payment

1. To make a one time payment, click the Pay on Account tab.
2. Enter the payment amount and required information.
3. Select the preferred payment method and enter the required info and click Continue.

4. In the new window, click Submit to authorize the one-time payment.

Understanding Your CandidPro Invoice

Your CandidPro invoice includes charges for Comprehensive, Elements, Paid 

Case Charges

• CandidPro Comprehensive Aligner Case - Full aligner treatment for a patient
• Elements Case - Based upon the amount of steps in the treatment plan
• Paid Refinements Case - Additional aligners after expiration
• Retainer Order - Post-treatment or standalone retainers

Invoice FAQs

Understanding Your CandidPro Invoice

Your CandidPro invoice includes charges for Comprehensive, Elements, retainers/replacement aligners, and Paid Refinements.

I can't find my invoice in YayPay.

If searching in email, make sure that you're looking for the emails coming from [e-mail] to the email address associated with your CandidPro account. You may also find your balance and all current and past invoices under the payments tab in your portal.

Can I set up automatic payments?

Yes! In YayPay, go to Payments > Auto-Payment and select the account you'd like to use (Bank Account/Credit Card). Click save to have invoices automatically charged to your preferred payment method

I need a copy of a past invoice.

All past invoices are available in YayPay under the "Closed Invoices" tab.

What are the payment terms?

Standard payment terms are Net 30 from the invoice date.

I'm having trouble making a payment. What should I do?

First, verify your payment method is valid and has sufficient funds. If you're still having issues, try a different browser or clear your cache. Our support team can also take payment over the phone.

Can I get an extension on my payment due date?

If you need to discuss payment arrangements, please contact our team before your invoice becomes overdue. We're happy to work with you.

How do I update the email address where invoices are sent?

Contact our support team with your practice name and the new email address you'd like invoices sent to.

I paid but my invoice still shows as unpaid.

ACH and check payments may take 3-5 business days to process. Credit card payments typically reflect within 24 hours. If it's been longer, contact support with your payment confirmation and transaction ID number.

How do I request a refund?

Refund requests are handled by our billing team. Please contact support with your invoice number and reason for the refund request.

Account Status

What happens if my account becomes past due?

We'll send payment reminders via email. If an account becomes significantly past due, ordering capabilities may be temporarily suspended until the balance is resolved.

How do I reactivate a suspended account?

Contact our billing team to discuss payment of the outstanding balance. Once resolved, your account will be reactivated promptly.