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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 Stripe 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 upgrade to the integrated Stripe credit card processing experience 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, Stripe 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 Stripe 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 Stripe 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 just go back to my old Stripe account?

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

Stripe Capital is not currently offered with SimplePractice Online Payments.

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 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 both the bank account associated with your Online Payments account and your statement descriptor.

If you need to change the bank account that's connected to your Online Payments account, follow these steps:

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


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


  • Click Save changes

Please note that 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 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.

If you'd like to change the statement descriptor for your Online Payments account:

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


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


  • Once entered, click Save changes

If you need to make any other changes to your Online Payments account, you can Contact our Support team for assistance.

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 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


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


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 Stripe?

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 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.

Please note that 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 powered by Stripe account. 


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.

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.

Receiving payouts

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. 
Note: If none of the reasons listed above appear to be the culprit of a delayed or missing payout, we recommend waiting five business days from the expected deposit date before escalating. There can sometimes be processing delays on the receiving bank’s end that Stripe won’t have visibility into. If five business days have elapsed and the payout still hasn’t arrived, let us know.

Can I change my payout schedule?

Yes, you can adjust your payout schedule to be daily, weekly, or monthly. Here's how:

  • Go to Settings > Billing and Services > Online Payments
  • In the Payout Schedule section, click Change schedule

Changing your payout schedule in SimplePractice

Can I opt in to receive Instant Payouts?

Instant Payouts are not currently offered with SimplePractice Online Payments.

What happens to my payouts when I cancel my account?

If you have charges awaiting payout after you cancel your SimplePractice account, you'll still receive those funds to your bank account. However, you won't be able to make any new charges after your account is cancelled.

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 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. 

Pre-March 2019 integration

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.

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.

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