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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 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?

If your routing number doesn’t have 9 digits, please contact our team and we'll assist you with entering your bank details in your Online Payments account.


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

When you create or update your Online Payments account, our payment processor attempts to verify the information you provided 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 payment processor is unable to verify your information, we recommend submitting a help request so that we 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: To learn about our Income allocation report, which breaks down income received by each clinician in your practice, see: Calculating payroll for group practices. For more information about the other reports we offer, see: Reports: Analytics for your private practice.


Can I sign up for Online Payments Capital?

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 Online Payments account is verified, you can update the following details in your account:

  • Bank account associated with your Online Payments account
  • Statement descriptor
  • Payout schedule
  • Email or business address

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

To change your bank account:

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

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

Note: If you’re having difficulty updating your bank account details, please contact our team for assistance. We recommend having a voided check for the account ready, as we require these to assist you with updating your bank account details.

There are different bank account requirements depending on the business type selected for your Online Payments account.

Sole Proprietorships

  • Your bank account must be registered under either your business DBA or the name of the Business Representative on 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

To change your statement descriptor:

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

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

Changing the payout schedule for your Online Payments account

To change your payout schedule:

  • 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.

Changing the email or business address for your Online Payments account

To change the email or business address: 

  • Navigate to Settings > Billing and Services > Online Payments
  • Under Your details, click Edit email or address

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  • Update your email and/or business address
  • 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.


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, including:

  • Visa, MasterCard, American Express, JCB, Discover, and Diners Club
  • FSA and HSA cards for client payments

Note: To learn about using vCards in SimplePractice, see: Processing a Vcard or insurance credit card.


Is there a reader I can get to swipe my client's cards?

While SimplePractice doesn’t currently support any credit card terminals, our team is actively considering adding a terminal option for our customers.

Note: To learn more about adding cards and payments through SimplePractice, see: Processing Online Payments.


How do I keep track of credit card payments?

The Payouts report details all of the payouts delivered to your bank account, making it easy to track which transactions have been paid out to you. You can see the following details relating to each payout:

  • The Status of the payout
    • If the Status is Failed, hover over the i information icon to learn the details of the failure
  • The Bank/Card account it was paid out to
  • The Description of the payout
  • The date the payout was Initiated
  • The Estimated Arrival date of the payout
    • Note: While this is the date your payout is expected to reach your bank account, we often see that banks don’t reflect the payout until the following business day
  • The Amount paid out to you

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To view the contents of a specific payout, click Transactions. This will take you to the Card Transactions report, where you can view a breakdown of every transaction that contributed to that payout amount.

transactionsbutton.simplepractice.payoutsreport.png

The Card Transactions report includes the following details for each charge:

  • The Date of the charge
  • The Client charged
  • The Type of transaction
  • The Status of the charge
  • The Net amount charged
    • This is the amount that will be included in your payout
  • The Gross amount charged
    • This is the full amount that you charged your client
  • The Fee associated with the transaction

cardtransactions.simplepractice.billing.png

Note: You can also navigate to your Card Transactions from your Calendar homepage by clicking Billing > Card Transactions.

Clicking Details will allow you to view the Transaction Details for each charge. This includes:

  • The Payment ID associated with the transaction
  • The Statement descriptor sent with the transaction
    • This is pulled from the information listed on the Settings > Billing & Services > Online Payments page
  • The Amount charged
  • The Fee associated with the transactions
  • The Net amount that will be received in your payout for this transaction
  • The Date the transaction was processed
  • The Payout this transaction was included in, what day it arrived
  • Card Details related to the specific card charged

transactionsdetails.simplepractice.cardtransactions.png


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

If you want to see the total of all card processing fees you've paid for a certain time period:

  • Go to Billing > Card Transactions
  • Expand the date range of the report as needed
    • You can export this report as a CSV file by clicking Export

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  • You can open the file in a spreadsheet program (Microsoft 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.

A transaction may be listed as pending on your client’s bank statement, but they aren’t being charged and no amount is collected by our processor. The pending charge should automatically be reversed and removed from your client’s bank statement after 7 business days.

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, preventing you from processing the card. In this case, the client will need to reach out to their bank to allow the pre-authorization. To learn more, see: Handling credit card declines.


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.

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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. To access this, navigate to Calendar > Analytics > Reports > Income > Tax Report to generate this report.

Note: To learn more about our Tax Report, see: Tax Report FAQs.


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.


Can I lower my processing fees?

With Online Payments, we offer an integrated way to process all major credit, debit, FSA, and HSA cards at a rate of 2.95% + $0.30 for each successful transaction. This processing fee is standardized across all SimplePractice accounts with Online Payments enabled and is non-negotiable.


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

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  • 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.


I tried to charge my client’s credit card, but I chose the wrong payment type. How do I fix it?

If you selected the wrong payment type when trying to add a Stripe Credit Card payment, you can delete the payment and re-add it with the correct payment type.

To do this:


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


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 dispute fee is automatically withdrawn from your Online Payments account. In the client’s account, the disputed amount this will reflect as an Adjustment.

For example, if your client disputed a $100 charge, it would reflect in the client’s profile as a $100 Adjustment. The client balance would then increase by $100 to reflect that this amount is no longer paid.

Please see the example below:

disputeadjustment.simplepractice.billingoverview.png

However, if you navigate to Billing > Card Transactions, you will see that same adjustment listed for $115 instead of $100. This is done to ensure that only the portion owed by the client is added back to their balance, and not the $15 fee.

cardtransactionsadjustment.simplepractice.cardtransactions.png

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.


How do disputes impact my business?

The primary impact that disputes can have on your business is financial. While the disputed amounts are held by the client’s bank during the dispute remediation process, you are also charged an additional $15 dispute fee for each dispute initiated by your clients.

Excessive dispute activity is also tracked by card networks and can impact your ability to process payments with SimplePractice, as well as with other credit card processors.

To minimize this impact, we recommend taking steps to proactively prevent disputed charges.


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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