Stripe integration
Answered

Two weeks in a row my payout has been less than it should be (this had never happened prior to stripe integration). it shows under the client's file that their card has been charged, but under billing in simple practice there is no record of the charge (and clients have told me that their card has not been charged over a week later). When will this be fixed? I'm strongly considering switching to square for credit card processing and ditching stripe. If anyone else has encountered this problem and was able to fix it please advise. 

24 comments

  • Avatar
    Jeffrey Young

    In my case, Simple Practice is showing that a charge has been made and an invoice is created...and then it doesn’t show up on the Stripe side. Same issue? 

    In my case, Simple Practice is showing that a charge has been made and an invoice is created...and then it doesn’t show up on the Stripe side. Same issue? 

  • Avatar
    Amanda Bergstrom

    Hey Jeffrey, yes same issue. I haven't received a helpful response from simple practice so I'm switching to square for the time being.

    Hey Jeffrey, yes same issue. I haven't received a helpful response from simple practice so I'm switching to square for the time being.

  • Avatar
    Shannon Davenport

    Shannon D.

     

    i can not access Stripe.  When I go to my account and then settings, I do not see anything related to integration. 

    Shannon D.

     

    i can not access Stripe.  When I go to my account and then settings, I do not see anything related to integration. 

  • Avatar
    Gillian

    Amanda, Jeffrey, you can see your payouts under Insights > Payout Report and card transactions under Billing > Card Transactions. It's all in SimplePractice now - your Stripe dashboard will no longer show this data. For more information, check out our Online Payments FAQs here: https://support.simplepractice.com/hc/en-us/articles/360024419532-Online-Payments-FAQs

    Amanda, Jeffrey, you can see your payouts under Insights > Payout Report and card transactions under Billing > Card Transactions. It's all in SimplePractice now - your Stripe dashboard will no longer show this data. For more information, check out our Online Payments FAQs here: https://support.simplepractice.com/hc/en-us/articles/360024419532-Online-Payments-FAQs

  • Avatar
    Gillian

    Amanda, after re-reading your post, I think you may be running cards as Manual Credit Card transactions instead of Stripe Credit Card transactions. That's why you're not seeing payouts or charges on your client's cards. Can you let me know if this is the case?

    Amanda, after re-reading your post, I think you may be running cards as Manual Credit Card transactions instead of Stripe Credit Card transactions. That's why you're not seeing payouts or charges on your client's cards. Can you let me know if this is the case?

  • Avatar
    Mabel Yiu

    How do I issue a refund? This Stripe Integration is terrible!

    How do I issue a refund? This Stripe Integration is terrible!

  • Avatar
    Amanda Bergstrom

    Hi Gillian, it is not the case that I'm  running them as manual transactions.

    Edited by Amanda Bergstrom

    Hi Gillian, it is not the case that I'm  running them as manual transactions.

  • Avatar
    Gillian

    Mabel, you can issue a refund in SimplePractice by visiting Billing > Card Transactions, finding the transaction, and clicking Refund. Amanda, have you had a moment to reach out to our Success team directly? Let me know if you'd like me to create a request on your behalf.

    Mabel, you can issue a refund in SimplePractice by visiting Billing > Card Transactions, finding the transaction, and clicking Refund. Amanda, have you had a moment to reach out to our Success team directly? Let me know if you'd like me to create a request on your behalf.

  • Avatar
    claudia amendola

    Hi Gillian,

    I followed your instructions and when I found the transaction there was no "refund." I agree with the above posters, the integration has made things more difficult for us. 

     

    Hi Gillian,

    I followed your instructions and when I found the transaction there was no "refund." I agree with the above posters, the integration has made things more difficult for us. 

     

  • Avatar
    Gillian

    Claudia, the Refund button is all the way to the right of the transaction - you may need to scroll right to see it. Let me know if you're still having trouble. 

    Claudia, the Refund button is all the way to the right of the transaction - you may need to scroll right to see it. Let me know if you're still having trouble. 

  • Avatar
    claudia amendola

    Oh wow, that worked! Thank you so much for your very quick response!

    Oh wow, that worked! Thank you so much for your very quick response!

  • Avatar
    Catherine Barber

    Gillian, Stripe is not  working. Period.  I'm emailing to SP and not getting any help.  My client was billed (double), on Insights, it shows it was billed.  I go to to my Stripe account and nada, nothing.  I email with Michael who says SP shows the payment as by check. It is not. Client is signed up with autopay. This really is ridiculous. I'm new to SP and NOT happy. This was my first use of Stripe and I'm very frustrated.  I really need support with this. 

    Gillian, Stripe is not  working. Period.  I'm emailing to SP and not getting any help.  My client was billed (double), on Insights, it shows it was billed.  I go to to my Stripe account and nada, nothing.  I email with Michael who says SP shows the payment as by check. It is not. Client is signed up with autopay. This really is ridiculous. I'm new to SP and NOT happy. This was my first use of Stripe and I'm very frustrated.  I really need support with this. 

  • Avatar
    Gillian

    Hi Catherine, I'd be happy to help. I'll inform Michael, the Success team member that you are working with, that you're still having some issues and we will get right on it. 

    Hi Catherine, I'd be happy to help. I'll inform Michael, the Success team member that you are working with, that you're still having some issues and we will get right on it. 

  • Avatar
    Ever Weiss

    Its frustrating that Simplepractice would remove my ability to track payments through Stripe. Stripe charges me a fee to use their service and since the "intergration" or what it seems like simplepractice being selfish...the stripe dashboard was easier to see what payments came through at the office. 

    Why limit access to information simplepractice?

    Make it so I can use the stripe dashboard if I want, its easier than to go down the rabbit hole to find the information through simplepractice, 

    Its frustrating that Simplepractice would remove my ability to track payments through Stripe. Stripe charges me a fee to use their service and since the "intergration" or what it seems like simplepractice being selfish...the stripe dashboard was easier to see what payments came through at the office. 

    Why limit access to information simplepractice?

    Make it so I can use the stripe dashboard if I want, its easier than to go down the rabbit hole to find the information through simplepractice, 

  • Avatar
    Gillian

    Ever, we're committed to helping. Can you clarify what you'd like to track in SimplePractice so I can point you in the right direction?

    Ever, we're committed to helping. Can you clarify what you'd like to track in SimplePractice so I can point you in the right direction?

  • Avatar
    Nick Venegoni

    Gillian, my challenge with this new set up is that my bookkeeper was able to login to the Stripe dashboard to gather all the info she needed to do the books. Now it's not there, and I don't feel comfortable giving her access to my SP account just for books. AND I don't see anyway on the SP card transactions page to print out a report I could send to her.

    Any ideas on how to help her get that info confidentially?

    Gillian, my challenge with this new set up is that my bookkeeper was able to login to the Stripe dashboard to gather all the info she needed to do the books. Now it's not there, and I don't feel comfortable giving her access to my SP account just for books. AND I don't see anyway on the SP card transactions page to print out a report I could send to her.

    Any ideas on how to help her get that info confidentially?

  • Avatar
    Gillian

    Hi Nick, you can export the Card Transactions report then de-identify it in Excel. Just click "Export" under Billing > Card Transactions. 

    Hi Nick, you can export the Card Transactions report then de-identify it in Excel. Just click "Export" under Billing > Card Transactions. 

  • Avatar
    Elizabeth Napolin

    I'm also very confused about when payouts arrive at my account. The payout amounts do not line up with the cc charges and I can't tell what I'm actually receiving payment wise.  This is very frustrating and never was a problem before.

    I'm also very confused about when payouts arrive at my account. The payout amounts do not line up with the cc charges and I can't tell what I'm actually receiving payment wise.  This is very frustrating and never was a problem before.

  • Avatar
    Mabel Yiu

     I have the same sentiment with what Nick said. My bookkeeper used to be able to get that information automatically through straight without my involvement. With  proposed solution, I have to manually export and then send it to my bookkeeper? That’s not for efficient. 

     I have the same sentiment with what Nick said. My bookkeeper used to be able to get that information automatically through straight without my involvement. With  proposed solution, I have to manually export and then send it to my bookkeeper? That’s not for efficient. 

  • Avatar
    Nick Venegoni

    Mabel - Yes, exactly! Now I'm doing work that I'm already paying my bookkeeper to do for me!

    I also wonder if this is a way for SP to make us upgrade our accounts just so that our bookkeepers can get limited access, and for SP to make more money off us. For me it would be an extra $300/year.

    Mabel - Yes, exactly! Now I'm doing work that I'm already paying my bookkeeper to do for me!

    I also wonder if this is a way for SP to make us upgrade our accounts just so that our bookkeepers can get limited access, and for SP to make more money off us. For me it would be an extra $300/year.

  • Avatar
    Mabel Yiu

    Yeah Nick. So not happy about this. I’m not sure what is the purpose of integration.

    Yeah Nick. So not happy about this. I’m not sure what is the purpose of integration.

  • Avatar
    Gillian

    Hi Mabel and Nick, bookkeepers can join your SimplePractice account at no extra cost as Billers. Then they'll have access to all of the information they need to keep your books. Elizabeth, you can see the estimated payout date under Insights > Payout Reports. 

    Hi Mabel and Nick, bookkeepers can join your SimplePractice account at no extra cost as Billers. Then they'll have access to all of the information they need to keep your books. Elizabeth, you can see the estimated payout date under Insights > Payout Reports. 

  • Avatar
    Nick Venegoni

    Gillian, are you saying this is the case for ALL membership levels? That was not my understanding.

    According to the help page, only Professional level accounts can add Billers.

    If this is NOT so, can you instruct me on how to add the Biller at my current membership level?

    Edited by Nick Venegoni

    Gillian, are you saying this is the case for ALL membership levels? That was not my understanding.

    According to the help page, only Professional level accounts can add Billers.

    If this is NOT so, can you instruct me on how to add the Biller at my current membership level?

  • Avatar
    Gillian

    My apologies, Nick, I didn't realize you were on the Essential plan. Every practice is different - it's up to you whether you'd prefer to upgrade so you can add your biller for free, or if you'd prefer to stay on the Essential plan to receive a better value. 

    My apologies, Nick, I didn't realize you were on the Essential plan. Every practice is different - it's up to you whether you'd prefer to upgrade so you can add your biller for free, or if you'd prefer to stay on the Essential plan to receive a better value.