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Re-sending credit card form

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Brent Lane, Ph.D.

I click "Share" but the credit card information box is greyed out...  The client has viewed it in the past, but I need a new card from them.  Their card must no longer be active, but they have a balance.  I've asked them to log into their portal, but would like to send them a specific request link.  THANKS!

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7 comments

Date Votes
  • Gillian

    Hi Brent, I'd be happy to help with this. You can delete the previously shared Credit Card Request form under Shared With Client on the client's Overview page by clicking the X button. Then, when you click the Share button again, you'll be able to select the Credit Card Request form to resend to the client. Let me know if you have any additional questions about this, or anything else SimplePractice. I'm here to help. 

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  • Andrea F. Gerber

    Hi Gillian! 

     

    I tried doing what was instructed above. I succeeded in deleting the client's credit card. I then went to share the credit card form again and though it is listed as having been completed, it lets me send it; however, the client never receives it (she checked her spam as well as inbox). When I go back in to try again, it lists the date in which it was last shared as over a year ago (when I originally sent it to the client) so it seems like it is not actually resending it. Which is why the client is not receiving it. Can you please advise?

     

    Thanks,

    Andrea

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  • Ayelette

    Hi Andrea,

    I appreciate you reaching out directly to our Customer Success team as this is specific to your account, and I see that my colleague Craig is working with you.

    For future reference for everyone, 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 for acting as resources for each other in the meantime.

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  • Miriam Menendez

    Hello there, 

    I did what Andrea did above and I’m stuck on this one client. 

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  • Miriam Menendez

    Can’t share credit card form is all grey. 
    Miriam Menendez

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  • Jeri B. Innis

    I sent all of the intake forms to client. She filled out most, but not the credit card form. The credit card form option is grayed out, I can't delete or resend. Please advise. Thank you

     

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  • Ruth

    Sorry for the late response! To clarify, the Credit Card Information Form can't be clicked on once it's been completed. If you're looking at your client's Credit Card Form from their SHARED WITH CLIENT box and it says Completed underneath it, then the information they filled out will be housed in their client file > Edit > Billing and Insurance, under the Credit Card section. If you can't find any credit cards listed and you can't click X next to the Credit Card Form you sent from your client's SHARED WITH CLIENT box, please reach out to our team for more help. Use the ? icon in your account > Get Help function to submit an email help request. Here are instructions on emailing us: https://support.simplepractice.com/hc/en-us/articles/360002795252-Logging-in-to-SimplePractice-and-submitting-help-requests ! 

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