General Questions

Payment Messaging Questions

Payment Plans Questions

Banking/Finance Questions

Yes, we utilize tokenization which means card holder information is not stored locally on a workstation or on our servers.

Payments works with all Dentrix, Eaglesoft, and OpenDental for physical terminal, virtual terminal, single payment requests, bulk payment requests, and payment plans, and ledger writebacks.

All OpenDental, Eaglesoft, and Dentrix users can toggle their Engagement Payments settings to automatically post payments and refunds to the ledger in their Practice Management Software. Click here to learn more about Payments Settings.

Any patient that has a balance within your practice management software will show up in your Accounts Receivable tab. However, you can unselect any patient you do not want to request a payment from. Learn more about making bulk payment requests here.

Terminals are $207 per device. The terminals are billed through your Clearent merchant account on your first statement.

Yes, receipts are automatically emailed to a patient after a payment is made. You can also download a copy of their receipt from the Transactions tab.

Click here to learn more about issuing payment receipts.

The number used for payment requests will be the same number texting number assigned to your office for all of your other text communications from the Engagement module.

A payment request for a minor will go to the guarantor on record.

We do not limit how often you send a payment request, but recommend no more than once per week as a best practice. Keep in mind, if a previous payment request has been sent, and you send a second payment request, the original payment link in the first text will be cancelled.

Payment requests do not expire unless another payment request is sent to the same patient. The previously sent payment request will no longer be active at that point.

If a patient meets the specified criteria they will appear in the list, however you can de-select or Snooze anyone you do not want to receive a bulk payment request. Click here to learn more about snoozing patients.

Click here to learn how to create a payment plan in Engagement.

If a payment is declined, you will receive a notification in the Engagement Inbox alerting you that the transaction was not successful. The failed payment plan will also show a Failed status in the Payment plans tab.

To resolve this error, charge the patient's account again by navigating to the Payment plans tab. Click on Actions > Change payment card. Add the new/updated credit card information, then click to Confirm to apply changes.

The patient will also be notified via email that their payment has failed.

A patient credit card may decline for the following reasons:

Physical and virtual terminals will display an error if the card declines during a transaction and will provide the reason for decline.

Once the payment method of a payment plan has been updated after a failed payment, payment will be processed immediately.

You cannot transfer an existing payment plan to a different guarantor.

You cannot change the payment schedule of an existing payment plan. If you would like to change the payment schedule of an existing plan, cancel the plan and create a new plan with a new first payment date.

You cannot add additional items/services to an existing payment plan.

A patient can only have one active payment plan at a time. If you attempt to create a payment plan for a patient who already has an existing plan, you'll notice an alert when trying to set up the plan:

If you would like to create a payment plan for a single patient for multiple services, cancel the existing plan and create a new plan with the costs of all services combined into one consolidated payment plan.

Yes, you can still send a patient with an active payment plan single payment requests. Single payment requests will not affect their payment plan balance.

Payments typically clear the bank within 1-3 business days. Check out the table below to see when funds will typically show as deposited.

Funds are deposited once per business day (Monday - Friday). Deposits are batched at midnight every night. It takes 1-3 business days for the deposit to reflect in your account.

Click here to learn how to become PCI compliant.

Fees are billed the first day of the month for the prior month's balance. January fees are withdrawn the beginning of February, and so on.

Yes, learn how to process a refund here.

Yes, during your application with Clearent you can opt in or out of receiving mailed and/or electronics statements. The statements will come directly from Clearent. You can access statements at my.clearent.net.

All major credit and debit cards are accepted: Visa/Mastercard/Discover/American Express.

Login to your Clearent account at my.clearent.net/ui/home. Only Merchant Admins can access banking information in the Clearent portal. Click on Account Settings on the left side of the screen then select 'Bank Account Settings' Your changes will be processed in 1-2 days. Be sure to add a voided check for verification purposes.

Yes. Click here to learn more about processing payment from an EOB card.