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Getting Started with AutoPay

Getting Started with AutoPay

SimplePractice AutoPay is an easy way for you to bill your clients and collect appointment fees without having to manually do so after each appointment. This automation can be enabled for your practice, but is also customizable at the client level, meaning that specific clients can choose to opt in or out of this service based on their personal preference.

Once a client is enrolled in AutoPay, the credit card stored in their profile will be charged their full client balance overnight between the hours of 12am-2am in your local timezone.

Tip: Reviewing your Evening Summary Email at the end of each day will give a detailed breakdown of what exactly your clients will be charged, and will give you an opportunity to make changes before the system runs their card. 

In this guide, we'll answer:


How do I enable AutoPay for my practice?

If you've already set up Online Payments for your account, you can enable AutoPay. To do this:

  • Navigate to Settings > Billing and Services
  • Scroll down to the AutoPay section
  • Move the toggle to On

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  • Click Save

Note: By default, once you turn Autopay on in your account, all of your clients with credit cards on file will automatically be checked to be enrolled in AutoPay. So you'll want to make sure to deselect the clients that may not want to be enrolled before clicking Save (i.e., clients with high balances, clients that have special billing needs, etc).

To disable Autopay for your practice, navigate to Settings > Billing and Services, and then scroll down to the AutoPay section. Move the toggle to Off, and click Save


How do I enable AutoPay for a client?

You'll need to have a valid credit card on file for the client to enable AutoPay for them. For instructions on how to add a client's card to their profile, see our guide on How to add a card to a client's file.

You can enable AutoPay for a client in two places:

  • Your Billing and Services page.
    • If AutoPay is enabled, you'll see a list of clients in your AutoPay settings. If the checkbox is deselected, the client is not enrolled. To enable, just select the box, and then click the blue Save button at the bottom of the page.
  • Your client's Billing and Insurance settings.
    • Navigate to the client's Overview page and click Edit. From there, click into the Billing and Insurance tab and scroll down to the Credit & Debit Cards section. If the client already has a credit card on file, you can select the AutoPay Enrolled checkbox and click Save Client.

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How do I disable AutoPay for a client?

You can disable AutoPay for a client in two places:

  • Your Billing and Services page.
    • If AutoPay is enabled, you'll see a list of clients in your AutoPay settings. If the checkbox is selected, the client is enrolled. To disable, just deselect the box, then click the blue Save button at the bottom of the page.
  • Your client's Billing and Insurance settings.
    • Navigate to the client's Overview page and click Edit. Click into the Billing and Insurance tab and scroll down to the Credit & Debit Cards section. If the client is enrolled, you'll see a checkmark in the AutoPay Enrolled checkbox. Deselect the checkbox, then scroll down and click Save Client. 

What does AutoPay charge my client?

If your client is enrolled in AutoPay, your client will be charged the full invoiced balance remaining in their profile. To verify what the client's balance is, check the Billing Overview box on the client's Billing page:

clientbalance.simplepractice.billingoverview.png


What happens after a failed transaction via AutoPay?

AutoPay will attempt to charge your client's card 3 nights in a row. If it fails a third time, AutoPay will be disabled for the client, and the primary clinician for that client will receive a notification in the Reminders tab that it has been disabled. 


I added a credit card. Why wasn't my client enrolled in AutoPay?

This means that you haven't fully enrolled the client in AutoPay. You'll need to enable AutoPay for that client. For instructions, see our section on How do I enable AutoPay for a client?


Why am I not receiving my Evening Summary Email?

If you turned off the Evening Summary Email in your settings, you won't receive it. Make sure that you are set to receive this by navigating to Settings > Notifications.

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Note: You'll need to wait until the following day to receive this email.


Why does my client's balance look different in the Evening Summary Email?

The Evening Summary Email shows what the client will be billed overnight through AutoPay. The AutoPay total includes both the current balance and any invoices that were set to be auto-generated that evening.

For example, if your client has a $400 balance and had a session for $100 today, which does not have an invoice yet, the AutoPay total will be $500.


I accidentally enabled AutoPay for a client and they were charged. How do I fix this?

You'll want to do two things to make sure your client isn't enrolled and they're refunded:


Can clients turn AutoPay on/off?

Currently clients can't turn AutoPay on or off. With this being the case, only clinicians will be able to enable or disable AutoPay for a client.


AutoPay is enabled, why wasn't my client charged?

AutoPay will charge your clients their full client balance 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 Daily, then AutoPay will run your client's card nightly for the invoice that is set to be created overnight.
  • 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 appointments is generated.
  • If you'd like your client to be charged on a given night, you can create an invoice manually for that appointment, so that this contributes to your client's overall balance.
    • For more instructions on how to generate an invoice manually, see our guide on Creating invoices.

Note: Invoices that only contain products and aren't attached to an appointment won't be charged via AutoPay. This means that you will need to manually charge the client's card. For information on how to do that, see Processing Online Payments.


What should I do if 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 page letting you know that the Stripe transaction failed:

failedtransaction.simplepractice.autopay.jpg

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. 


How do electronic Payment Reports (ERAs) affect AutoPay?

If an electronic Payment Report reflects a different copay amount than what's entered in your client's Client Owes section of their profile, a fee adjustment invoice will be created, and your client will have a balance of that difference. Electronic Payment Reports will automatically override a client's copay information in their profile. When an insurance adjustment occurs, AutoPay for that client will automatically be paused. You'll see a banner indicating AutoPay has been paused for this client, and you can re-enable it for them at any time.


How will disputed charges affect AutoPay?

If your client issues a dispute for a credit card charge and they have AutoPay enabled, AutoPay will automatically be paused for that client. You'll see a banner indicating AutoPay has been paused for this client, and you can re-enable it for your client at any time.

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