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Stripe Online Payment

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Sara Crisona

My client is charged 375.00, they make an online payment.  The surcharge and fee is put into place bringing total down too 363.00 (that makes sense ).  When I get the payout it goes all the way down to 309.00. Thats what shows up on card transaction and in my bank account.  Not only did I get the surcharge % and fee from my 375.00, then it looks like Stripe took out another amount from the 363.00.  This has not happened with my other online payments. So I am unsure why I lost $66.00 from a client paying me online. And how will Simple Practice rectify this and 66.00 is a significant reduction.  

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10 comments

Date Votes
  • Ayelette

    Hi Sara,

    I see that one of our Customer Success team members was able to resolve this issue. Feel free to let us know if you have any additional questions.

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  • Ami Owen

    Why haven’t I received a stripe bank transfer this week

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  • Ayelette

    Hi Ami,

    I see that my colleague Brian is working with you to answer your questions.

    As a reminder 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.

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  • Janet Henderson

    I'm attempting to make a stripe payment and have not encountered this issue before. I select make payment and the confirm button turns grey and then nothing happens. I tried a few times yesterday and again today. I've not encountered this problem before and the credit card has not expired. Usually if it's a problem with the card it will come up as declined, which is not the case here. Please help

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  • Ruth

    Hi Janet, I'd recommend first clearing your browser cache, checking to see if any updates are available to your browser and operating system. Click here to find out how to clear your cache and refer to this guide to find out how to set up your browser If that doesn't help, please reach out to our Online Payments Team by submitting an email Help Request for additional investigation. 

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  • Debra Sussman

    I set up a client payment using their credit card, it's been 5 days - no payment to my bank account yet.   Can you confirm the payment ?  I have clients all week pending.  If I don't get a call back, I will go back to Square 

    Thanks debra 949-355-1022

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  • Ruth

    Hi Debra, it looks like you need to verify your bank account information, I've contacted our Compliance Team on your behalf so they can reach out to you with next steps. They'll be getting back to you as soon as they can on Monday, when they're back in the office. To clarify, if the payment is displayed in Billing > Card Transactions, then you did charge your client's card, but you won't receive a payout until you've completed the verification process. We'll be in touch soon! 

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  • Michelle Bell

    Hi, A client has requested a refund for a credit card payment so she can pay via another payment method.  If I refund her via stripe will I still be charged the fee from the original charge?

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  • Ruth

    Hi Michelle, yes you will. The original Stripe Fees will not be refunded along with the payment. 

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  • Jacqueline McKenzie

    I need to cancell these two stripe credit card payments. They were made in error. 

    Jacqueline Mckenzie

    (937) 312-4859

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