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Charging a Client's Credit Card

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Katie Mathis

Hi! I have several failed attempts at charging a client's credit card. Apparently, I'm only saving the card.

The instructions state to click on "Stripe" - but I didn't even know where this button is. I go to the client's profile, then to Billing, but I don't see an option for Stripe or to charge a card. Can anyone help? Its been almost two days since I've seen this client, and I really want to figure this out sooner rather than later.

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57 comments

Date Votes
  • Gillian

    Hi Katie, I'd be happy to help you with this. Here are the steps to charging a client's card with SimplePractice.

    • Navigate to the client’s Overview page
    • Look for the ADD PAYMENT section on the right 
    • Here, you can choose to run their entire Balance or you can select Other Amount and enter the amount you’d like to charge
    • Make sure Stripe Credit Card is selected for the payment method
    • If the client has more than one card on file, make sure to select the correct card from the drop down menu:

    at-a-glance-simplepractice-stripe-payment.png

    Then, click Add Payment to charge the card on file, reducing the client's balance or giving them a credit. Let me know if you have any additional questions about this, or anything else SimplePractice. I'm here to help. 

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  • Michael Koren

    Sometimes I follow these steps and wonder - how long will it take to be transferred to Stripe? Because it's been days and I don't see it in Stripe. 

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  • Gillian

    Hi Michael, the timing of your payouts and deposits can vary, but with our new Stripe integration you'll be able to see payouts as soon as they're run on under Insights > Payout Report. 

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  • Matthew Housson, Ph.D.

    Our payouts are not showing up. How do I speak with someone live to trouble shoot?

     

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  • Gillian

    Sure thing, Matthew. I'll have a member of our team reach out to you for assistance shortly.

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  • Becca Davis

    What is up with the new integrated stripe system? It is not giving information I need for budgeting purposes. I can't see which transactions are part of a payout. It is not telling me enough information about what or when specific payouts will be made. Is this going to improve? Are there other places to look aside from Payout Reports? If not, can we go back to the old Stripe Dashboard? The information provided there was much more robust. Kind of frustrating to be forced to make this change and then be provided with less functionality than before.

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  • Gillian

    Becca, we're working on a more detailed transactions report and that will be available in a matter of days and not weeks. You can find your payout information under Insights > Payout Reports, and more detailed breakdowns under Billing > Credit Card Transactions. 

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  • Josée Gallant-Gordon

    Hello, I am pleased to have found this line of questioning as it relates to my question this evening. I had a new client that I met last night, with the client's consent, I enrolled her in auto pay - however I did not know how to do auto pay last night. Therefore, last night's session is unpaid. Like someone in this thread, I only saved the card, and did not process the payment. I told this client that I would sent the receipt ASAP - I would like to process the payment so that I can sent the receipt. Also, I did not sent the portal link yet. I would like to send it now. Looking at the portal option, it seems to generate a message to invite the client to schedule her own session. I do not want to offer this option. How can I send a portal invitation to a client I have just met one time, without offering the ability to schedule their own sessions. Thank you very much. 

     

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  • Josée Gallant-Gordon

    I would like to add to my question : I did not set up this client through Stripe - I guess I just entered the credit card information on file under profile and thought I could charge the card later to the session - which I am not sure how to do. thank you 

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  • Gillian

    Hi Josée! You can charge the card to the session by visiting the Billing tab and clicking "Add Payment" with "Stripe Credit Card" selected as the payment option. You can send the client a Portal invitation, and edit the email message that's sent, under Edit Info > Client Portal. 

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  • Josée Gallant-Gordon

    Thank you so much Gillian, this is great ! so I have done the Stripe Credit Card - now to go see that it has occurred before I sent the receipt? 

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  • Gillian

    You can check under Billing > Credit Card Transactions, but if you didn't receive an error or denial message, the charge has gone through.

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  • Josée Gallant-Gordon

    I went to payout reports and I do not see it pending 

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  • Josée Gallant-Gordon

    ahh ok I was looking in the wrong spot . And how many days again until I receive this payment ? 

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  • Gillian
    • Edited

    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.

     

    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).

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  • Josée Gallant-Gordon

    so when I sent the portal request, I have been modifying my message - is there a way I can make sure the portal request is not automatically offering clients to schedule appointments? 

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  • Gillian

    You can edit this email under My Account > Settings > Client Portal > Emails. 

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  • Becca Davis

    Gillian, this is pertaining to your response regarding changes begin made to the payout reports up above on the thread. I didn't know how to connect it to your comment.

     

    Thanks for your response. I'm relieved to hear that further changes are coming to provide more details with the payouts and pending payouts.

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  • Elizabeth Rathbun

    How do I send client receipts now? I used to do it in stripe and can’t find how to do it now in payouts in SP. 

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  • Gillian

    Elizabeth, you can automatically send an invoice marked as Paid directly from SimplePractice in a fully HIPAA compliant way. Just automate invoice generation daily under My Account > Settings > Billing and Services, and set up individual clients under Edit > Billing and Services > Email Billing Notifications.

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  • Ty Shepherd

    Gillian, so is there no way to give a patient a receipt for their payment (ie they pay for multiple invoices or partial payment)?

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  • Gillian

    Ty, in this scenario I'd recommend creating a statement for your client, which will show the payments made or partial payments applied to a balance. 

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  • Janelle Farias

    Hi,

    I am going to the add payment tab with a saved card. I am now getting MUST PROVIDE SOURCE OR CUSTOMER Prompt.What do I need to do next?

     

    Janelle

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  • Gillian

    Hi Janelle, this sounds like it's specific to your account and the client. Can you please write in to us via email using the red Help bubble in your account so we can take a look? - Gillian 

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  • Elizabeth Rathbun

    Hi Gillian, Stripe used to just have a tap where you could click and receipt could be emailed. Can you create this? It would make things a lot more efficient and I think we were all used to that as an option. Thanks for your consideration!

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  • Erica Hansen

    Hi, I look to have processed a Stripe payment on the Simple Practice site but it is not showing up when I log into the Stripe account. How do I confirm that the payment was appropriately processed? 

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  • Brenda Terlizzi

    Is there a way to check if a credit card payment went through if Manuel credit card was selected? Should stripe always be selected when billing a card, even if it's a one time charge?

     

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  • Gillian

    Hi Erica, you can confirm that the payment was processed under Billing > Card Transactions.

     

    Brenda, if Manual Credit Card was selected, the client's card was not charged - Manual Credit Card means that the card was charged outside of SimplePractice. If billing a card that's saved to SimplePractice, always select Stripe Credit Card.

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  • Amy L. Gould

    Ever since the changes in Stripe, I cannot add a new credit card and charge it. Existing cards charge fine. What is going on?

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  • Gillian

    Amy, because this sounds like it's specific to your account, a member of our Success team will reach out to you privately to assist. 

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