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getting paid

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38 comments

  • Gillian

    Hi Alicia, welcome to our community. Here's a little more information about your payouts from our Help Center. 

    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.

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  • Dawn-Marie Louis

    I am having the same issue. My clients’ cards have been charged and the invoices show as paid, but for the month of November payouts have not been made to my bank account. And my settings show no option to set the payout schedule.

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  • Gillian

    Hi Dawn-Marie, because this is specific to your account, a member of the SimplePractice Success team will be reaching out to you privately soon. 

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  • Courtney Hamlin

    Hi there,

    I am having the same problem.  I am newly Licensed as of 11/25, and all CC payments as of 11/25 should be going directly into my bank account.  I do not see them there as of today, 11/26, even though it shows as PAID in green on my payout tab. I have verified the bank details are correct. Please help, thanks.  

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  • Gillian

    Hi Courtney, I'd be happy to help. Your payouts 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. Your payout from 11/25 should have arrived in your account by now, but if it hasn't, please don't hesitate to reach out to our Success team for assistance. 

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  • Dr. Marc D. Greenfield

    Stripe payments have not been showing up in my bank account  this month.

    No problem previously.

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  • Gillian

    Hi Dr. Greenfield, we'd be happy to help with this. A member of our SimplePractice Success team will reach out to you privately to assist. 

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  • Kristina Spencer

    I am not sure what is missing from my simple practice account that I am not getting paid yet. "Additional information is required to verify your online payments account." Can someone please contact me individually?  Thank you

    krisi.spencer@verizon.net

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  • Gillian

    Hi Kristina, we'd be happy to help. A member of our team will reach out to you via email to assist shortly. 

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  • Robin Ewy

    Hi, I have received a payment from one of my sessions last week but not the other one. Both are showing pd on my system.

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  • Gillian

    Happy to help, Robin. Was one of the payments not entered as a Stripe Credit Card payment? You can check on the client's Overview > Billing tab to ensure it was entered as a Stripe Credit Card payment, and under Reports > Payouts you can see when the payment is scheduled to hit your bank account. 

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  • Alexie Z. Foster

    I have a client who paid 5 days ago and this payment has still not paid out to me. I've never had issues with payments before this. can you help?

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  • Gillian

    Hi Alexie, happy to help. Our Success team would be happy to look into this. Please reach out through the ? bubble so the Success team can investigate. Make sure that the client's payment was entered as a Stripe Credit Card payment and not a Manual Credit Card, Cash, or Check payment first. 

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  • Trinity McWilliams

    This has happened to me three years ago. I lost a chunk of money. So I closed the Stripe account and used square. But now that I am doing Telehealth this is the best and safest option for my clients and their information. However, I got paid three times last Thursday and I still haven't been payed. Can someone help me? I have to be doing something wrong! I've spent precious hours searching for this as I know the response time is currently lagging. 

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  • Jessica Veroline

    Hi,

    I tried to enter in my checking account information in the bank account details and received an error message stating that I cannot use this bank account because previous attempts to deliver payouts to this account have failed. The checking information is correct...I also tried to enter another checking account and received the same message...how can I fix this? 

     

    Thank you!

     

    Jessica 

     

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  • Gillian

    Hi Trinity, happy to help. Check the Payouts report under Reports to see when your next payout will arrive. It looks like you have received the payouts for your Thursday sessions now. 

    Jessica, we'd be happy to help. It looks like my colleague Lindsay responded to your Help request on Sunday - please check your email for her response and for further assistance.

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  • Jessica Cronin

    HI,

    One of my clients payments are not being deposited into my account. Not sure what the problem is.  Other clients are being deposited, just this one is not showing up.  I have not received any error messages that the credit card is declined or anything.  Its showing as approved in simple practice.

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  • Katherina Alexandre

    Please help, it's been almost two years since I've used Stripe. On Simple Practice it saids I got a pay out in March 2020 to my bank. I have not received any payouts please help

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  • Elizabeth Velzis

    Hi, 

    I am new to Simple Practice, and have just started my private practice. I keep receiving an error message that the EIN verification failed. I keep entering the number and receiving the same message. I also tried to enter my SS # and still received the same message. Please help. 

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  • Gillian

    Jessica, are you 100% sure the payment was a Stripe Credit Card payment and not a Manual Credit Card Payment?

    Katherina, let me know if you still haven't received your payment and I'll create a request on your behalf for our team. 

    Elizabeth, welcome to SimplePractice and to private practice - we're proud to support you in this journey. I'll create a request for our Success team - they'll reach out to you shortly. 

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  • Dawn Wamsley

    I have a payment that shows paid on April 11, 2020 and it still is not in my checking account.

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  • Ruth

    Hi Dawn - I’ve created a help request on your behalf so that a member of our team can investigate your payouts further. They’ll be reaching out to you with their findings over email.

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  • Renee Allen

    Hello, I am new to simple practice. I am having the same problem as the people above. I have "paid" invoices on my site for April 24th and April 27th.  My bank account, which is correct, has not been credited with the money.  Who do I call to help fix this?

     

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  • Ruth

    Hi Renee - I’ve also created a help request on your behalf so that a member of our team can investigate your payouts further. They’ll be reaching out to you with their findings over email.

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  • Myla Erwin, MA-CPC, MHC

    I'm having the same issue and will not be using the platform for payments any longer. I'm strictly private pay and have never had to wait this long to receive payment with any other platform. The rest of the services are terrific but as a small sole practitioner with automatic drafts from my business account, being paid in a timely manner is key to staying solvent, especially in this current climate. I have discontinue AutoPay and will use my previous HIPAA compliant payment platform. 

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  • Michelle Pintado

    It's been more than 2 days and I have not been paid. 

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  • Michelle Pintado

    Is this a problem with Simple Practice? I would have to considered signing up for your services 

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  • Ayelette

    Hi everyone,

    When you first sign up for Online Payments, there's an initial waiting period of 1-2 weeks as we need to verify your account. After the initial payout, all payouts going forward 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. 

    To learn more, feel free to check out this Help Center guide: How long does it take to get paid?

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  • Sheila Van Eman

    I am having the same issue as many above. I should have been paid out today Friday but nothing has come through as of yet. I am new to simple practice (trial) and would like to subscribe but since I am new to the practice I need to be paid. I have also read I can switch to daily payouts but there is no where on the billing site to do that as the instructions say. I wish as a new member we had a contact number for customer service. Many therapists I talk to have this same concern when you can't reach anyone. Please help.

    Sheila V

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  • Ayelette

    Hi Sheila,

    We'd be happy to help with this. Because this is specific to your account, I’ve created a help request on your behalf so that a member of our Success team can investigate this for you further. They’ll be reaching out to you with more information over email.

    For future reference, the quickest way to get support for account-specific questions is to send us a help request by clicking the blue question mark icon on the lower right of your SimplePractice account > clicking Get Help. For more details, feel free to check out this Help Center guide: Logging in to SimplePractice and submitting help requests.

    Although we're periodically monitoring the Community Forum, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. Thank you all for acting as resources for each other in the meantime.

    While we're always evaluating how to best support our customers, I want to make sure you're aware that we do currently offer a few ways for our paid customers to connect with a live SimplePractice Customer Success team member. Currently, in addition to email support we offer:

    • Recurring online classes every day throughout the week
    • Multiple scheduled Question & Answer sessions each week with a live support team member
    • Live Chat Tuesday through Thursday, 7:00am - 6:00pm Pacific Time, with a couple of exceptions (learn more here)
    • Phone support by reservation

     

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