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Online Payments FAQs

Online Payments FAQs

Below you'll find answers to the most frequently asked questions about using Online Payments, the integrated credit card processing feature in SimplePractice:

Setting up Online Payments in your SimplePractice account

Processing cards using Online Payments 

Receiving payouts 

Handling disputes

Pre-March 2019 integration

Tip: You can sign up for an Online Payments account here: Online Payments.

Note: See Processing Online Payments to learn more about how to use the Online Payments feature to charge client credit cards.


Setting up Online Payments in your SimplePractice account


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.


My Online Payments account can't be verified, what are my next steps?

When you create or update your Online Payments account, our processor attempts to verify your information with what the IRS has on file for you. It's important to provide the exact information that the IRS has on file, including your name and SSN or EIN, to prevent a delay in receiving your payouts. If our Online Payments processor is unable to verify your information, you'll need to submit a help request so that our Online Payments team can assist you with your account verification.


I'm part of a group practice, can we connect multiple Online Payments accounts to our SimplePractice account?

SimplePractice accounts with multiple clinicians have to share one Online Payments account, and each Online Payments account can only connect to one bank account for payouts.

Tip: This guide will show you how to use the Income Received report, which breaks down income received by each clinician in your practice. You can also see Reports: Analytics for your private practice to learn more about the other reports we offer.


Can I sign up for our payment processor's Capital program?

Capital is not currently offered with SimplePractice Online Payments.


Can I connect an already existing Online Payments account to SimplePractice?

There isn't an option to connect an already existing Online Payments account with your SimplePractice account. You'll need to create a new Online Payments account directly within your SimplePractice account by navigating to Settings > Billing and Services > Online Payments.


What information can I change after my account has been verified?

Once your account is verified, you can change the bank account associated with your Online Payments account, your payout schedule, and your statement descriptor.

Changing the bank account that's connected to your Online Payments account

  • Navigate to Settings > Billing and Services > Online Payments
  • Scroll down to Bank Details and click Change bank account

changebankaccount.simplepractice.onlinepayments.png

  • In the flyout window, input your new routing and account numbers
  • Click Save changes

Note: There are different bank account requirements depending on the business type selected for your Online Payments account. These requirements are outlined below.

Sole Proprietorships

  • Your bank account must be registered under either your business DBA or the name of the Business Representative of your Online Payments account. This can be either a personal bank account, or a business bank account.

LLCs, Corporations, and Non-Profits

  • Your bank account must be registered under the company’s legal business name or DBA. This must be a business bank account.
  • Note: If it's registered under your Business Representative's name instead, it may be flagged by our processor. This can result in delays to your payouts.

Changing the statement descriptor for your Online Payments account

  • Navigate to Settings > Billing and Services > Online Payments
  • Scroll to Business Details and click Edit Details

editdetails.simplepractice.onlinepayments.png

  • Input the information you'd like to appear on your client's bank statements in the Statement descriptor box
  • Click Save changes

If you need to make any other changes to your Online Payments account, you can submit a help request for further assistance.

Changing the payout schedule for your Online Payments account

  • Navigate to Settings > Billing and Services > Online Payments
  • Under Payout schedule, click Change schedule

changeschedule.simplepractice.payoutschedule.png

  • Select the schedule that you’d like to receive payouts: Daily, Weekly, or Monthly
  • Click Save changes

Note: For details on each type of schedule, see: Payout schedules.


Processing cards using Online Payments


What payment methods can I accept?

With 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.

  • 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 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 is the expected date.
  • The Amount of the charge

OnlinePayments.SimplePractice.PayoutReports.jpg

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

OnlinePayments.SimplePractice.CardTransactions.jpg

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

OnlinePayments.SimplePractice.TransactionDetails.jpg


How can I find a total of the credit card processing fees I've paid?

If you want to see a total of all card processing fees you've paid for a certain time period, go to Billing > Card Transactions and expand the date range of the report as needed. Then you can export this report as a CSV file by clicking Export.

exportcsv.simplepractice.cardtransactions.jpg

Then you can open the file in a spreadsheet program (Excel, Google Sheets, etc.) to quickly add the values in the Fee column to find your total.

Note: The integration fee for processing cards through Online Payments is 2.95% + $0.30 for each successful transaction, whether you're running the card at the time of service or if you've stored the card to charge at your leisure.


Why are my clients being charged $1 by SimplePractice?

When a client’s credit card is added or updated in SimplePractice, they may see a pending authorization charge for $1 on their credit card statement. This isn’t an actual charge, but a temporary authorization held by our payment processor to verify that a client’s credit card account is active and valid for future transactions.

This doesn’t mean that your client's account is being charged. A transaction may be listed as pending, but no amount is collected by our processor. If the charge doesn’t reverse after 7 business days, please submit a help request so that our team can assist you further.

Note: This pre-authorization may be declined by the client's bank. If so, you won't be able to process the card. In this case, the client will need to reach out to their bank to allow the pre-authorization if possible.


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 an Online Payments account.

creditcardinformationform.simplepractice.clientportal.png

You can also view the Demographics 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.


Is there a report I can share with my accountant for tax purposes that includes my card processing fees from the previous year?

You can generate a Tax Report for the previous year that includes your total credit card processing fees. Go to Calendar > Reports > Practice Income Reports > Tax Report to generate this report. 

See Tax Report FAQs to learn more.


What is the maximum amount I can charge?

There is no limit on how much you can charge your clients through your Online Payments account.


What will Stripe Credit Card payments look like for my clients?

SimplePractice allows you to customize the statement descriptor that appears on your clients’ bank statements when you charge their cards.

To edit your statement descriptor:

onlinepayments.simplepractice.billingandservices.png

  • Under Business details, click Edit details

editbusinessdetails.simplepractice.onlinepayments.png

  • Customize the Statement descriptor field to what you would like to appear on your clients’ bank statements

Tip: The statement descriptor field only supports between 5-22 characters. If your business name is longer than 22 characters, we recommend creating a short-hand version of it that your clients will still recognize.

  • Click Save changes

Note: For every transaction you process in your Online Payments account, our processor sends your statement descriptor and business details to the client’s bank. However, banks are free to truncate, format, or re-order this information when they show it to their cardholders. As a result, there may be instances where the information that appears in a client’s bank statement is different from your statement descriptor.


Receiving payouts


Where can I find information on payouts?

For answers to frequently asked questions regarding payouts, see our Online Payments payout FAQs.


Handling disputes


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 Online Payments account and returned to the client.


What happens on a client's Billing page after a dispute is lost?

When a dispute is initiated by a client, the disputed amount plus a $15.00 dispute fee is automatically withdrawn from your Online Payments account. In the client’s account, this will reflect as an Adjustment.

For example, if your client disputed a $100.00 charge, it would reflect in the client’s account as a $115.00 Adjustment. The Client Balance would then increase by $115.00 to reflect that this amount is no longer paid.

Please see the example below:

adjustment.simplepractice.clientbilling.png

However, if you navigate to Billing > Card Transactions, you will see that same adjustment listed for $115.00 instead of $100.00. This is done to ensure that only the portion owed by the client is added back to their balance, and not the $15.00 fee.

In the event that the dispute is decided in the client’s favor, this adjustment and balance will remain on the client’s account. If you’d still like to obtain these funds from the client, we recommend contacting your client to discuss payment options. If you’d like to accept the result of the dispute and write off the fees, you can do so by making an appointment level billing change.

For more information on how to handle disputes, please see: Credit card processing: Steps to take when a client disputes a charge.


Pre-March 2019 integration


Do I have two Online Payments accounts now?

If you previously had an Online Payments 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 Online Payments accounts, but you'll only be managing transactions and payouts moving forward from your integrated SimplePractice experience. This won't be reflected in the separate Online Payments dashboard associated with your previous account.


Can I just go back to my old Online Payments account?

If you had an Online Payments account linked to your SimplePractice account prior to March 2019, there isn't a way to revert back to using your old Online Payments account within SimplePractice. With our Online Payments feature, your Online Payments account is integrated more seamlessly.

With Online Payments in SimplePractice, you'll be able to enjoy more integrated features like:

  • More comprehensive support: Our Customer Success Team will now help with all Online Payments-related questions
  • All in one place: View and manage your Online Payments transactions in SimplePractice with Payout reports and Card Transactions reports
  • Update credit cards automatically
  • No additional fees

All Online Payments accounts linked to SimplePractice accounts must be through Online Payments.


Why can't I see new transactions in my old Online Payments dashboard?

As of March 2019, transactions made in your integrated Online Payments account won’t reflect in your old dashboard. Instead, you can use the Payouts report and Card Transactions report to manage your payouts and view these card transactions. Your old dashboard will only reflect transactions processed prior to the integration change made in March 2019.

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