Questions about sending payment requests

Questions about payment request recipients

Questions about payment request follow up reminders

Questions about collecting payments

Questions about refunding payments

You can update the contents of the payment request message in Engagement Settings.

Navigate to the Verbiage tab, then click on Payment Request.

Be sure to make changes to each version of the message (email, text, and app) so that your payment request message is consistent across all channels. Click on the pencil icon to make edits.

Click here to learn more about how to update verbiage.

You can send payment requests in bulk or to an individual patient in Engagement.

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.

The phone 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.

Payment request links will expire after two weeks. If another payment request is sent to the same patient prior to the expiration date (ie, a follow up reminder), the previously sent payment request will no longer be active at that point.

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.

If a patient is under 18, the payment request will go to the guarantor on record.

If a patient meets the specified criteria they will appear in the Accounts Receivable 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.

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.

Payment follow up reminders are only cancelled if the patient pays their balance in full and their ledger balance is reflected as $0. If a patient makes a partial payment and still has an outstanding balance on their account, they will receive a payment follow up reminder.

If a patient received a payment follow up reminder after making a payment, it's likely because they only made a partial payment. Payment follow up reminders are only cancelled if the patient pays their balance in full and their ledger balance is reflected as $0.

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

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

The landing page of the Patient Portal cannot be changed at this time.

No, you cannot save a patient's card to their file until you are actively collecting payment or the patient is submitting a payment online in the Patient Portal.

If you are experiencing a "Connection to PMS Failed" error when attempting to post payments to your ledger, this is most likely because your bridge is disconnected. Click here to learn how to reconnect your bridge and get back online!

Yes, learn how to process a refund here. Transactions can only be refunded if they were made within the last 13 months.

No, refund transactions are not charged a processing fee.

Refunds will be deducted from the same batch as transactions processed on the same day, which means they will be deducted 2 business days after processing. However, it may take up to 7-10 days for the refund to be posted back to the patient's account, as this depends on how long it takes for the bank to post the refund.