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• Why was I notified that money was withdrawn from my account?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 Keeping track of your payouts.

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 Online card payments made on a Tuesday are paid out on Thursday, and any Online 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, Martin Luther King, Jr. Day, 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 Online 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, and 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 7 day waiting period for the first payout for all new Online Payments accounts. After your account is fully set up and you receive 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.You can check 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 arrive the following business day.

The payout amount was offset by refunds or disputes

• If there’s a higher amount of refunds and/or disputes than charges in a given payout period, this will result in a withdrawal from your bank account, rather than a deposit. Check the Payouts report 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

• Your security is our 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 may be delayed. 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 and 2 AM in your local time zone. 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 on file 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 5 business days from the expected deposit date before reaching out to our team. There can sometimes be processing delays on the receiving bank’s end that our payment processor won’t have visibility into. If 5 business days have elapsed and the payout still hasn’t arrived, please submit a help request.