Below you'll find answers to the most frequently asked questions regarding payouts through our Online Payments feature in SimplePractice:
- 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?
- What happens to my payouts when I cancel my account?
- How do payouts work when there's been a dispute?
- What could cause a delay to my payouts?
- How can I make sure I have the right MCC?
- Why was I notified that money was withdrawn from my account?
How long does it take to get paid?
For U.S. accounts, you have three different payout schedule options: Daily, Weekly, and Monthly. For details on each type of schedule, see Payout schedules.
U.S. customers will have a daily payout schedule selected by default once they’re fully verified by our payment processor and our Risk team. With this payout schedule, your available account balance will be paid out daily.
Each of these payouts will contain payments processed two business days prior, as this is how long it takes for your pending account balance to become available. For example, any Stripe Credit Card payments made on a Tuesday are paid out on Thursday, and any Stripe Credit Card payments made on a Friday are paid out on Tuesday.
Important: Payout schedules are affected by Federal holidays. American banks are closed on these days: New Year’s Day, Birthday of Martin Luther King, Jr., Presidents' Day, Memorial Day, Juneteenth, 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 7 business days prior. This is how long it takes for your pending account balance to become available on this schedule. For example, any Stripe Credit Card payments made on a Monday will be paid out on the following Monday.
Note: This is based on the country selected for your Online Payments account, not the currency.
Where do I find my payout totals?
You can find your payout totals in your Payouts report at Analytics > Reports > Payouts. This report details all of the payouts delivered to your bank account, as well as lists all of the transactions within each payout, making it easy to track which transactions have been paid out to you.
To learn more about this, see How do I keep track of credit card payments?
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 why:
The account is waiting for verification
- When you first set up your Online Payments account, it’ll go through a verification process. You won’t receive your first payout until your account has been verified. For more information, see Verifying your account and next steps.
5 business day delay for the first payout
- There’s an expected 5 business day waiting period (7 calendar days) for the first payout for all new Online Payments accounts. After your account is set up for the first payout, future payouts will resume according to the account’s payout schedule.
- There are a number of reasons why a payout might fail when attempting to deposit into a bank account.
Tip: You can confirm the reason for the payout failure by hovering your mouse over the ? icon to the right of the Failed status on the Payouts report.
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 Payouts 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 our payment processor’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 can’t 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 re-verify your 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.
The payment will be included in a different payout
- AutoPay runs transactions between 12 AM-2 AM in your local timezone. An AutoPay transaction will be included in the payout for the date and time it’s run, not the date or time of the associated appointment or invoice.
- Our payment processor runs transactions in Coordinated Universal Time (UTC), which is several hours ahead of time zones in the United States. If you run a charge late in the day or evening, it can be attributed to the next day and included in the payout for that day.
- For more information on determining which payout a payment will be included in, see How do I keep track of credit card payments?
The payment was added as Cash, External Card, or Check
- You’ll only receive payouts for payments added using the Online Card payment method. You can check under Billing > Recent activity to determine if a payment was added using a different payment method. If a payment was added incorrectly, you can delete the payment and add it as an Online Card payment. For more details, see I tried to charge my client’s credit card, but I chose the wrong payment type. How do I fix it?
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 our payment processor won’t have visibility into. If five business days have elapsed and the payout still hasn’t arrived, submit a help request.
Can I change my payout schedule?
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
- Choose your new schedule
- Click Save changes
Note: For more information on what you can edit in your Online Payments account, see What information can I change after my account has been verified?
Can I opt in to receive Instant Payouts?
Instant Payouts are not currently offered with SimplePractice Online Payments.
Note: For more information on our supported payout schedules, see Payout schedules.
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 canceled.
If you canceled your account and want to check on the status of a payout, submit a help request and we’ll be glad to look into this for you.
How do payouts work when there's been a dispute?
If a charge is disputed before it has been included in a payout, it won’t be included in the next payout until that dispute is resolved. Once the payout has been won or lost, the disputed funds will either be sent to the bank or will be withdrawn from your Online Payments account and returned to the client.
If a charge is disputed after it has been included in a payout, the amount will be immediately withdrawn from your Online Payments account balance. If your Online Payments account balance doesn’t have sufficient funds to cover the disputed amount, the difference will be withdrawn from your bank account directly.
Note: For more information regarding the dispute process in SimplePractice, see Credit card processing: Steps to take when a client disputes a charge.
What could cause a delay to my payouts?
There are several reasons why a payout may be delayed. Here are some of the most common reasons:
A Federal Holiday interfered with the processing time
- For more information on which holidays can impact payout schedules, see How long does it take to get paid?
You recently changed your payout schedule
- Updating your payout schedule can interfere with a payout’s processing time.
Your account is under review by SimplePractice or our processing partners
- We, as well as our processing partners, are required to perform random reviews of your Online Payments account.
- We strive to complete these as quickly as possible to minimize delays to your payouts.
You recently updated your bank account on file
- Updating your bank account prompts an account review from SimplePractice, which temporarily pauses payouts.
How can I make sure I have the right MCC?
All Online Payments accounts set up through SimplePractice are automatically assigned an HSA/FSA eligible MCC. If you're having trouble running an HSA/FSA card, submit a help request so our Customer Success team can assist you.
Note: For more information on why an HSA/FSA card would decline, see Handling credit card declines.
Why was I notified that money was withdrawn from my account?
When you receive a notification that money was withdrawn from your account, it means that there weren't sufficient funds in your Online Payments account balance to cover your recent activity. When this occurs, the funds are withdrawn from your personal bank account instead.
This recent activity usually refers to:
- A client refund
- A disputed charge
Each time you run a client payment, that amount is processed and collected by our integrated Online Payments processor. These payments accumulate in your Online Payments account balance until your next payout day. On your payout day, the balance is deposited directly into your bank account. However, if your Online Payments account goes negative, that amount will be withdrawn from your bank account.