Below you'll find answers to the most frequently asked questions about using Online Payments, the integrated Stripe credit card processing feature in SimplePractice:
Setting up Online Payments in your SimplePractice account
- Why can't I upload my ID?
- My routing number does not have 9 digits, how can I add it?
- I need to enter my personal information again, is this safe to do?
- Why do I have to provide personal information to upgrade my Stripe account?
- Do I have two Stripe accounts now?
- I'm part of a group practice, can we connect multiple Stripe accounts to our SimplePractice account?
- Can I expect a different level of functionality with my new Stripe account? Will everything be the same?
- Can I just go back to my old Stripe account?
- Can I sign up for Stripe Capital?
- Can I connect an already existing Stripe account to SimplePractice?
Processing cards using Online Payments
- What payment methods can I accept?
- Is there a reader I can get to swipe my client’s cards?
- How do I keep track of credit card payments?
- Why are my clients being charged $1 by Stripe?
- What does the credit card request form look like?
- How do I know which card to select if my client has multiple cards on file?
- How long does it take to get paid?
- Where do I find my payout totals?
- I haven't received a payout I was expecting - where is it and what should I do?
- Can I change my payout schedule?
- Can I opt in to receive Instant Payouts?
- How do payouts work when there's been a dispute?
- What happens on a client's Billing page after a dispute is lost?
Tip: You can upgrade to the integrated Stripe credit card processing experience here: Online Payments.
Setting up Online Payments in your SimplePractice account
Why can't I upload my ID?
If you previously had a Stripe account linked to your SimplePractice account, there is often no need to go through the identity verification process again. You've already gone through it once with setting up your original account, and Stripe is able to automatically verify your identity based off of checking the new information you've entered against the information they had on file for you.
My routing number does not have 9 digits, how can I add it?
Please contact our team and we'll be glad to work with you to ensure you're able to add the bank account you need to be able to process card transactions with ease.
I need to enter my personal information again, is this safe to do?
This is a necessary part of the process, and your data will be safely handled.
Your personal information required to upgrade your Stripe account is not stored by SimplePractice. Instead we use tokenization (an advanced data security method) to securely pass your information to Stripe for verification.
We chose Stripe for our credit card processing partner for multiple reasons after a great deal of research. One of the most important criteria we had was security. Stripe is fully PCI-compliant and is one of our BAA partners.
Why do I have to provide personal information to upgrade my Stripe account?
We know how important a seamless transition is for your payment processing with SimplePractice. With that in mind, requiring you to provide your personal information increases the possibility of your upgraded Stripe account being quickly accepted and verified by Stripe.
Do I have two Stripe accounts now?
If you previously had a Stripe account linked to your SimplePractice account before setting up Online Payments, you will still have access to that previous account for record-keeping purposes. This means you will have access to two Stripe accounts, but you'll only be managing transactions and payouts moving forward from your integrated SimplePractice experience. This will not be reflected in the separate Stripe dashboard associated with your previous account.
I'm part of a group practice, can we connect multiple Stripe accounts to our SimplePractice account?
Your Group Practice account will allow you to connect with a single Stripe account only. If you're trying to separate the income received by each clinician in your group, we have created a report for that.
Can I expect a different level of functionality with my new Stripe account? Will everything be the same?
You won’t be missing any functionality with the new Stripe experience in the SimplePractice web app - you’ll actually be gaining so much more power and flexibility. With the new experience, you can easily manage all parts of the credit card payment process, you’ll have more information available to you about transactions, and now you’ll have access to our new reporting features: the Payout reports and Card Transactions reports.
Note: You can learn all about the new functionality available to you here: Charging, refunding, and setting up AutoPay for clients with your Stripe account.
Additionally, if you've been using the Stripe mobile app to manage your payments, we're looking to learn from customers how to best build an experience in our iOS and Android apps to meet customer needs.
If you have insights to share about how to bring more functionality for our integrated Stripe experience that would be useful to our whole community, we encourage you to post on our Ideas and Suggestions board.
Posting on our Ideas and Suggestions board means that members of our Product Team, as well as all members of our Community, have transparent access to review and vote on your suggestion. This board is one of our most important resources for understanding which features will have the most value for our community.
Can I just go back to my old Stripe account?
With Online Payments in SimplePractice, you'll be able to enjoy more integrated features like:
- More comprehensive support: Our Success Team will now help with all Stripe-related questions
- All in one place: View and manage your Stripe transactions in SimplePractice with Payout reports and Card Transactions reports.
- Update credit cards automatically
- No additional fees
All Stripe accounts linked to SimplePractice accounts must be through Online Payments.
Can I sign up for Stripe Capital?
Can I connect an already existing Stripe account to SimplePractice?
There is not an option to connect an already existing Stripe account with your SimplePractice account. You'll need to create a new Stripe account directly within your SimplePractice account by navigating to My Account > Settings > Billing and Services > Online Payments.
Processing cards using Online Payments
What payment methods can I accept?
With Stripe Online Payments, you can charge almost any kind of credit or debit card:
U.S. businesses can accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club.
Australian, Canadian, European, Hong Kongese, Japanese, and Singaporean businesses can accept Visa, MasterCard, and American Express.
- FSA and HSA cards for client payments.
Is there a reader I can get to swipe my client’s cards?
Our team is actively considering adding a terminal option for our customers.
How do I keep track of credit card payments?
The Payout reports details all of the credit card charges processed through your account, making it easy to keep track of transactions associated with your account. You can see the following details relating to each charge:
- Date of the charge
- Status of the charge
- If the Status is Failed, hover over the i information icon to learn the details of the failure.
- The Bank/Card used for the charge
- The Description of the charge
- The Arrival
- This is the date your payout will arrive in your bank account. For pending or in transit payouts, this date is the expected date.
- The Amount of the charge
Clicking View Transactions will take you to the Card Transactions report that details:
- The Date of the charge
- The Client charged
- The Type of transaction
- The Status of the charge
- The Fee associated with the transaction
- The Amount
Note: You can also navigate to your Card Transactions from your Calendar homepage by clicking Billing > Card Transactions.
Clicking View details will allow you to view the Transaction Details:
- The Payout ID associated with the transaction
- The Arrival
- The Description of the charge
- If the Status is Failed, the Failure message will be listed
- The Amount
Why are my clients being charged $1 by Stripe?
When a client’s credit card is added or updated in SimplePractice, he or she may see a pending authorization charge for $1 on their credit card statement. This is not an actual charge but a temporary authorization hold placed by Stripe (our payment processor) to verify that a client’s credit card account is active and valid for future transactions.
This does not mean that your client's account is being charged. A transaction may be listed as pending, but no amount is collected by Stripe. If the charge does not reverse after 7 business days, please contact our Customer Success team.
What does the credit card request form look like?
This is the view of the Credit Card Information form that your client will see when filling out their intake from their Client Portal. You can send this form with the client intake if you've set up a Stripe Online Payments Stripe Online Payments account.
Tip: If you'd like to see how clients make credit card payments in your Client Portal, download this guide. We recommend that you share it with your clients.
You can also view the Demographic Form and Credit Card Information Form in the video below:
How do I know which card to select if my client has multiple cards on file?
SimplePractice allows you to add a card nickname to easily keep track of multiple credit cards stored within a client's profile. This allows you to quickly distinguish between multiple cards without needing to reveal the full credit card details.
This can be especially useful when working with couples, minors, or clients with FSA/HSA cards.
Tip: For steps on how to add a card nickname, see: How to add a nickname to a client's credit card.
How long does it take to get paid?
For US accounts, payouts of your available account balance are made daily and contain payments processed two business days prior (this is how long it takes for your pending account balance to become available on this schedule). For example, payments received on a Tuesday are paid out by Thursday, and payments received on a Friday are paid out by Tuesday. The payouts will be coming from SimplePractice and not Stripe.
Note: Payouts are affected by Federal holidays. American banks are closed these days:
New Year’s Day, Birthday of Martin Luther King, Jr., Presidents' Day, Memorial Day, Independence Day, Labor Day, Indigenous Peoples'/Columbus Day, Veterans' Day, Thanksgiving Day, Christmas Day.
For CA (Canadian) accounts, payouts of your available account balance are made daily and contain payments processed seven business days prior (this is how long it takes for your pending account balance to become available on this schedule). The payouts will be coming from SimplePractice and not Stripe.
Note: This is based on location, not currency.
Where do I find my payout totals?
You can find your payout totals in your Payout reports in your SimplePractice account. If you had an old Stripe account linked to SimplePractice, information about payouts will only be accessible through your Payout reports in SimplePractice and will not be reflected in your Stripe dashboard. You can also learn more here: How do I keep track of credit card payments?
Note: If you had an old Stripe account linked to your SimplePractice account, your Integrations tab will no longer be accessible and payments will no longer be reflected in the Stripe dashboard.
I haven't received a payout I was expecting - where is it and what should I do?
If a payout hasn’t arrived according to its expected delivery date, there can be several reasons as to why:
5 business delay for the first payout on an account: There is an expected 5 business day waiting period (7 calendar days) for the first payout for all new Stripe accounts. After your account is set up for the first payout, future payouts will resume according to the account’s payout schedule.
Payout failed: There are a number of reasons why a payout might fail when attempting to deposit into a bank account. See Payout failures for more information and how to remedy the issue.
The payout date was offset by a weekend or a holiday: Weekends and holidays can shift the deposit date beyond the expected due date. If the deposit date lands on a weekend or a holiday, the payout should land the following business day.
The payout amount was offset by refunds or disputes: Sometimes refunds or pending disputes can outnumber the positive balance of a payout and result in a withdrawal from your bank account, rather than a deposit. Check the Payout reports for details on the contents affecting each payout.
In the event that your Online Payments account becomes negative, SimplePractice reserves the right to draw from your bank account or to reimburse itself until the account no longer has a negative balance. This is to ensure that your business, our business, and Stripe’s business are all observing their respective financial responsibilities.
When multiple attempts are made to draw from or chargeback your account for a negative amount and they continue to fail, the bank account originally associated with your Online Payments account is no longer allowed to connect and cannot continue processing Online Payments.
- The account requires re-verification: SimplePractice treats your security as a priority. Our goal is to make sure that your Online Payments account is secure and never compromised. We've implemented various mechanisms to alert us when there might be suspicious activity in your account. If your account is flagged, your payouts would be delayed and our team would work to reverify the account. You can rest assured that your account is being carefully reviewed and our team is working hard to get your account reverified as soon as possible so that your payouts can resume.
Can I change my payout schedule?
Yes, you can adjust your payout schedule to be daily, weekly, or monthly. Here's how:
- Go to My Account > Settings > Billing and Services > Online Payments
- In the Payout Schedule section, click Change schedule
Can I opt in to receive Instant Payouts?
Instant Payouts are not currently offered with SimplePractice Online Payments.
How do payouts work when there's been a dispute?
If a charge is disputed before it has been included in a payout, it will not be included in the next payout until that payout is resolved. Once the payout has been won or lost, that’s when the money will either be sent to the bank or will be withdrawn from your Stripe account and returned to the client.
What happens on a client's Billing page after a dispute is lost?
If a dispute is lost, no change takes place on the client's Billing page. This means that the payment will still be registered as a client payment that's attributed to their overall balance.
If you need to re-charge the client for that amount, you can add an adjustment to the client's Billing page first. Then you can charge the card again. See Refunding a client to learn how to add an adjustment.
- Getting started with Online Payments
- Using your Online Payments account
- Credit card processing: Steps to take when a client disputes a charge
- Tax Report: What to do if there's a discrepancy with your Stripe fees
- Why can't I see new transactions in my old Stripe dashboard?
- Getting started with Autopay