Billing / Stripe Issues !
Answered

Who else here is experiencing an issue with charges to clients cards. I have set the payment up for the correct customized amount for particular clients, BUT I am getting an overwhelming amount of incoming emails from the same clients stating that they were charged a full $175.00. 

 

Example: 

Private rate client, session rate selected for $45.00 for the session and for billing. 

When I go to the session to remit payment and use Stripe, the payment shows "$45 paid" but then I get an email from the client where they are showing me that they have been charged $110 - $175 !. 

Clearly, this is either a settings issue?. So what do I need to do to make sure that ALL CLINICIANS are the ones setting the amount, and that stripe only charges the correct amount, and only once *because my practice has also has issues with double charges) . 

Can anyone clarify the difference between "stripe payment" and "manual payment". Would choosing Manual payment FIX this issue ?. And why are the invoices being sent out incorrectly. 

13 comments

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    Mike

    Hi Erin,

    The behavior you are describing is a result of settings specific to your account. I'll reach out via email to discuss this further.

    A Stripe Credit Card payment will process the payment using a stored credit card in the client's profile. The Manual Credit Card payment option will not process the credit card charge. This payment option is for noting that you processed a credit card payment outside of SimplePractice. 

    Choosing Manual Credit Card will definitely not resolve the issue here.

    The best thing to do when a client's billing page shows something other than what you were expecting will be to reach out to the Customer Success team using the email support option and provide the secure client URL. This guide can help you with that: How to include a secure client URL with your help request

    A description of what you expected to see differently along with the client URL will help us investigate more quickly. 

    Hi Erin,

    The behavior you are describing is a result of settings specific to your account. I'll reach out via email to discuss this further.

    A Stripe Credit Card payment will process the payment using a stored credit card in the client's profile. The Manual Credit Card payment option will not process the credit card charge. This payment option is for noting that you processed a credit card payment outside of SimplePractice. 

    Choosing Manual Credit Card will definitely not resolve the issue here.

    The best thing to do when a client's billing page shows something other than what you were expecting will be to reach out to the Customer Success team using the email support option and provide the secure client URL. This guide can help you with that: How to include a secure client URL with your help request

    A description of what you expected to see differently along with the client URL will help us investigate more quickly. 

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    Daniel Katz

    Just found this out as well. I have a group practice and my clinicians keep accidentally  using manual instead of stripe. Is there a way I can turn that off as a setting? 

    Just found this out as well. I have a group practice and my clinicians keep accidentally  using manual instead of stripe. Is there a way I can turn that off as a setting? 

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    Erin Frazier-Maskiell

    What I have learned is that it might be an asset to keep "Manual" in there as an option (perhaps the client pays through PayPal, or square, or Venmo - never know) when those types of payments happen, that is when I have learned to use the "manual" option. I think that (and it sucks to have to manage this and keep watch). But therapists are going to have to make sure that they select the "stripe" option from the dropdown when they are making payments. I am not sure if there is a way to remove the "manual" option. 

    What I have learned is that it might be an asset to keep "Manual" in there as an option (perhaps the client pays through PayPal, or square, or Venmo - never know) when those types of payments happen, that is when I have learned to use the "manual" option. I think that (and it sucks to have to manage this and keep watch). But therapists are going to have to make sure that they select the "stripe" option from the dropdown when they are making payments. I am not sure if there is a way to remove the "manual" option. 

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    DAMANPREET K. MANGAT

    I charged my client manual didn’t know it’s striped. I never received a payment. How can I correct that 

    I charged my client manual didn’t know it’s striped. I never received a payment. How can I correct that 

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    Gillian

    Hi Damanpreet, I'd be happy to help. All you need to do is delete the Manual Credit Card payment, then add a new Stripe Credit Card payment. That will charge your client's card on file and you'll receive a payout in your bank account according to your payout schedule. 

    Hi Damanpreet, I'd be happy to help. All you need to do is delete the Manual Credit Card payment, then add a new Stripe Credit Card payment. That will charge your client's card on file and you'll receive a payout in your bank account according to your payout schedule. 

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    Kelly Bradley

    I am trying to find out how much stripe charges. I thought it was 2.6% + $0.30. However, it is closer to 2.97% + $0.30.

    I am trying to find out how much stripe charges. I thought it was 2.6% + $0.30. However, it is closer to 2.97% + $0.30.

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    Gillian

    Hi Kelly, happy to help. You're close - it's 2.95% plus 30 cents for each successful transaction.

    Hi Kelly, happy to help. You're close - it's 2.95% plus 30 cents for each successful transaction.

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    Emily Markowitz

    I am having a very big difficulty with your Stripe service.  It is very bad.  My clients are being charged with no reason and strange amounts.  For the last few days it has been around 8 clients per day that are being charged and they haven't had appointments.  These are people I have put in 0 for copay and their copay is being charged daily.  

    I understand there is a fee per transaction and I really resent this huge glitch.  I expect to be refunded all fees.

    I really need to speak to someone to sort this out.  I think it is a real problem that you don't have phone support and you charge so much for your service.

    Needless to say this has been a HUGE inconvenience for me and for many of my clients.

    Please respond in a timely matter so that we can rectify these problems.

    Emily Markowitz

    (207) 214-5122

    I am having a very big difficulty with your Stripe service.  It is very bad.  My clients are being charged with no reason and strange amounts.  For the last few days it has been around 8 clients per day that are being charged and they haven't had appointments.  These are people I have put in 0 for copay and their copay is being charged daily.  

    I understand there is a fee per transaction and I really resent this huge glitch.  I expect to be refunded all fees.

    I really need to speak to someone to sort this out.  I think it is a real problem that you don't have phone support and you charge so much for your service.

    Needless to say this has been a HUGE inconvenience for me and for many of my clients.

    Please respond in a timely matter so that we can rectify these problems.

    Emily Markowitz

    (207) 214-5122

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    Silva Sheklanian

    hello, I charged via strip a week ago, and the payment still does not appear in my statement. I don't want to double charge the client...not sure what to do here. 

    hello, I charged via strip a week ago, and the payment still does not appear in my statement. I don't want to double charge the client...not sure what to do here. 

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    Amy Galaviz

    I have been using Stripe since I opened my practice and never had a problem, however recently have found two different kinds of discrepancies on client accounts. Once was brought to my attention by a new client where a double payment occurred on different days and another where I was not paid out the full amount of the client payment minus fees. There is obviously an issue right now with Stripe and I would recommend avoiding this service and finding another option. If you are already using this service, I would recommend checking your statements to be sure you are receiving the correct amounts no matter what the billing information on reports reads.

    Please fix this issue. I have already notified a representative of the first issue and it has taken a couple weeks with still no resolve. Is there a phone number where customer service can be reached through Simple Practice?

    I have been using Stripe since I opened my practice and never had a problem, however recently have found two different kinds of discrepancies on client accounts. Once was brought to my attention by a new client where a double payment occurred on different days and another where I was not paid out the full amount of the client payment minus fees. There is obviously an issue right now with Stripe and I would recommend avoiding this service and finding another option. If you are already using this service, I would recommend checking your statements to be sure you are receiving the correct amounts no matter what the billing information on reports reads.

    Please fix this issue. I have already notified a representative of the first issue and it has taken a couple weeks with still no resolve. Is there a phone number where customer service can be reached through Simple Practice?

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    Kami Barbour

    Please Help.

     I had a client add a credit card to their Stripe Count and wanted to pay $60 instead of their full balance. I attempted to complete the transaction via the ADD Payment, but it never gave me a confirmation. Please help me make sure that the client won't be double billed, as I tried twice. Thanks in Advance!! 

     

    Kami B. 

    Please Help.

     I had a client add a credit card to their Stripe Count and wanted to pay $60 instead of their full balance. I attempted to complete the transaction via the ADD Payment, but it never gave me a confirmation. Please help me make sure that the client won't be double billed, as I tried twice. Thanks in Advance!! 

     

    Kami B. 

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    Lisa Tapia

    Stripe charged my client in simple practice and my bank has not received any funds. Is there something I need to have the money sent to my bank account? 

     

    Stripe charged my client in simple practice and my bank has not received any funds. Is there something I need to have the money sent to my bank account? 

     

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    Ayelette R

    Hi everyone,

    For some background, issues related to your Stripe account setup and to your client payments are unique to each of your accounts. 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. And we thank you for acting as resources for each other in the meantime.

    If you're experiencing issues with your specific account, 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.

    Regarding the timing of Stripe payouts, for US accounts, when you first set up your account it can take around 10 business days for the account to be manually verified and for payouts to begin. After your account has been verified, payouts of your available account balance are made daily and contain payments processed two business days prior. 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. For more information, feel free to check out this Help Center guide: How long does it take to get paid?

    Hi everyone,

    For some background, issues related to your Stripe account setup and to your client payments are unique to each of your accounts. 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. And we thank you for acting as resources for each other in the meantime.

    If you're experiencing issues with your specific account, 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.

    Regarding the timing of Stripe payouts, for US accounts, when you first set up your account it can take around 10 business days for the account to be manually verified and for payouts to begin. After your account has been verified, payouts of your available account balance are made daily and contain payments processed two business days prior. 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. For more information, feel free to check out this Help Center guide: How long does it take to get paid?