Managing Your Study Wallet
In Trialflare, the Wallet is a centralized fund used to cover the billable costs associated with running your clinical
trial. This guide will help you understand how to fund your study, monitor spending, and manage your balance.
💡 What is the Wallet used for?
The Wallet ensures that your study operations run without interruption. Funds in your wallet are used to pay for:
- Communications: Sending SMS segments and WhatsApp messages to participants.
- Video Services: Hosting participant video calls and generating automated transcriptions.
- Participant Incentives: Purchasing vouchers or gift cards to reward study completion.
Note: Funds stay in your wallet indefinitely until spent. There are currently no time or usage limits on deposited
funds.
🔐 Permissions & Access
To view or interact with the Wallet, you must have one of the following roles/permissions:
- Study Administrator
- "Manage Wallet" permission
If you have the required permissions, you can access the wallet by navigating to: My Study > Settings > Wallet (tab).
💳 Topping Up Your Balance
You can add funds to your wallet at any time to ensure your study remains active.
1. Navigate to the Top up section on the Wallet page.
2. Select a preset amount (£50, £100, £250, £500) or enter a Custom amount.
3. Click Top up.
4. Enter your payment details via our secure checkout.
Payment Security
All payments are handled securely by Stripe. Trialflare never sees or stores your full credit card or billing details.
Invoices
Once a payment is confirmed, a PDF invoice will be generated automatically. You can download these directly from the
transaction history for your accounting records.
📊 Monitoring Costs & Transactions
Current Pricing
Because provider costs can fluctuate, Trialflare lists live pricing for all billable items directly on the Wallet page.
We recommend checking this section periodically to stay informed of the current rates for SMS, WhatsApp, and Video
services.
Transaction History
Every charge—from a single SMS to a bulk voucher purchase—is logged in the Transaction History table. Each entry
includes:
- A description of the item/service.
- The date of the transaction.
- The price deducted (in GBP).
🔄 Balance Management & Transfers
Overdrafts
To prevent a service cutoff during critical study moments, we enable small wallet overdrafts. However, we strongly
recommend maintaining a positive balance to ensure all automated communications and video services continue to function
without delay.
Moving Funds
If a trial ends and you have leftover funds, these can be transferred to another active trial. To request a balance
transfer, please contact your Account Manager.
Need more help?
If you have questions about a specific charge or need assistance with a large-scale top-up via bank transfer, please
reach out to our support team or your dedicated Account Manager.