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Troubleshooting AutoPay

AutoPay is an effective tool for staying on top of client payments. If you've set up AutoPay, but your clients still aren't getting charged, this article will provide you with some scenarios and steps to take.

AutoPay is enabled but my client didn't get charged

Note: AutoPay will charge your clients their full balance amount each night. Balances in SimplePractice are generated by invoices. This means that AutoPay will charge the full amount that's been invoiced each night.

What this means:

  • If you have invoices set to be generated nightly, then AutoPay will run your client's card nightly for the invoice that is set to be created.
  • If your invoices are set to be generated monthly, your client will be charged once per month on the night that the invoice for that month's sessions is generated.
  • If you'd like your client to be charged on a given night, create an invoice manually for that session (so that this contributes to your client's balance).

FYI: Learn more about how invoices work in SimplePractice.

My client's card was declined

If a client's card is declined when an AutoPay transaction is attempted, you'll see a message in your Reminders section, letting you know that the Stripe transaction failed:

A Reminder message when a Stripe transaction has failed and the balance the client owes

If the client still has a balance due the following night, the card will be run again.

Note: If the transaction fails 3 nights in a row, AutoPay will be disabled for that client. 




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