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Can clients update their own credit card info?

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Patrice Carroll, LICSW

My clients are telling me they don't see where to go in their portal to update their expired credit card.

Is there a tutorial on this that I can learn from and advise them?

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Comments

37 comments

Date Votes
  • Judith L. Weirauch

    I am also having this question come up with clients and would appreciate help.  Additionally, for a couple of my clients, their previously entered credit card information is suddenly gone when I go to bill them through Strip and they swear they have not removed the information.  How is this happening?

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  • Judith L. Weirauch

    *Stripe

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  • Stacy Eggsware

    Have had this issue for a long time - would appreciate help with a resolution.

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  • Christi Lundby

    I have the same question. How does a client update their own credit card information?

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  • Patricia Baker

    Tricia B

    I also have 2 people who need to update their credit card information and the clients say there is no way to access it from the client portal.   

     

     

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  • Stacy Eggsware

    So, I tried deleting the old card and then sending the document back to the clients through the portal. This worked. Both clients were able to update their card information and make a payment.

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  • Patrice Carroll, LICSW

    Ok- this is helpful Stacy, thank you.

    If a tech from simple practice can chime in on this that would be helpful too. Clients should just be able to update their CC without me having to delete their card first

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  • Laura Pierce

    We are also having the same issues. Clients are reporting they submit their credit card information and we are unable to see the entry on our side. 

    This is happening upon initial intake, not just when they enter updated information after having been in our system already. 

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  • Justina Kolbe

    I would also really like some clarification on this as this continues to happen for multiple clients, many of which are parents of minors therefore listed as the contact..? As well as unable to add insurance information. 

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  • Brian Mueller

    I have had the same issue and there doesn't seem to be an article explaining this.  I have a client whose credit card expired and would like to update it in Client Portal.  I do not see where I am even able to remove the old credit card.  Any assistance would be greatly appreciated.

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  • Anna Alvarez LMFT

    Has anyone had any resolution to this problem? I have been on there and do not see a place where a credit card can be updated.

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  • Debiruth Stanford

    I'm having the same difficulty: clients cannot update their credit card information, which is a big deal right now because of the rash of identity theft cases. Also, they cannot update addresses, telephone numbers, etc. This is creating a time hit for me in having to investigate, explain, and then do it manually myself. Would a tech please respond so that we know that our concern is known by SP? 

    Also, it seems reasonable that the system keeps the previous demo information, e.g., old address or credit card number while adding the latest update.

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  • Patrice Carroll, LICSW

    Does anyone know how to get a specialist froM
    SP to respond to this post?

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  • Bailey Bennett

    Clients cannot update their own credit card information. Once they have uploaded their card the first time, they do not have access to that information again. To update a client's credit card you have to go clients -> select the client -> select edit -> billing and insurance -> Credit and Debit Cards -> either add or edit the card. Hopefully SP comes up with a resolution to this soon because it is the #1 problem at our office. 

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  • Lisa Snyder

    I'm having the same problem. Clients who want to use a different card cannot do so on their own. Have had three clients say they can see the old card on file but it is "grayed out" and they cannot change it. I can do it on my end, but that is using valuable therapy time and this seems like it should be an easy fix. 

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  • Rachel DeSando, MS ED CCC-SLP

    Bailey B Thank you! That was the only way that worked!! 

     clients -> select the client -> select edit -> billing and insurance -> Credit and Debit Cards -> either add or edit the card

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  • Nancy Hyland

    Please make necessary changes it so clients can change / update their credit card info - it  seems like you team would understand this is a necessity and something that so be addressed immediately !!!!

     

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  • Jessica Tredinick

    I agree that clients should be able to see their info in the client's portal and change/ edit their credit card. Is there a privacy or security reason for this?

    Also, it would  be fair to have a way to cancel an appointment without having to call. 

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  • Melody M. Brown
    • Edited

    I had the same problem. I went to the client's portal. On the right side, there are a number of categories, i.e., billing, add payment, insurance info., contacts, etc. If you scroll down, you'll see the forms that were "shared with client." If you click "Share New". It gives the option to send a new credit card info form to the client. I did this after deleting the card the client did not want on file. I will update if that doesn't work.  

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  • Jenn Simpson

    Did this work, Melody? I just tried the same thing, and will circle back as well to let the thread know if this is an easy fix!

     

    I agree tho, it seems necessary for pt's to be able to go in an update addresses, billing etc. as needed. 

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  • Melody M. Brown
    • Edited

    Yes Jennifer it worked! I hope this helps everyone. Remember you have to delete the card that should no longer be used first.

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  • Isabell Springer

    FOLLOW THESE STEPS:

    1. Click on client account in SP.
    2. On the right side, there are a number of categories, i.e., billing, add payment, insurance info., contacts, etc.
    3. Scroll down, you'll see the forms that were "shared with client."
    4. Look for "Share New" and click that. 
    5. It gives the option to send a new credit card info form to the client.
    6. Do this after deleting the old card the client did not want on file.
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  • Meenakshi Bhargava

    The solution today requires practitioner's office to go back and forth with client and release new credit card form, etc.  This is just a band aid.  The real fix should give ability to client to log into their client portal and update their credit card and demo info on their own and NOT by going back and forth with their therapist's office.  

    If the SP system allows client to update their appointments from client portal then why it can't allow the client to also update their demo and card info from the portal without first having to call our office to send new forms again from scratch?

    I wonder if SP is working towards fixing this issue in their SW update in near future? It will save us lot of manual effort and time and improve customer service.  People are used to logging into their service provider's platform and update their personal info and also payment info without making phone calls, emails, etc.  

    Meena

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  • Gillian

    Hi all, I'm happy to provide some clarity here. Thank you for your patience. 

    To have a client add a new card to SimplePractice, simply hit Share on their profile and send them the Credit Card Information form. Then, they can add a new card. 

    If you'd like, you can also delete the original card, before or after the client enters the new one. To do so, visit Edit Details > Billing and Insurance on the client's Overview page, and remove the old card from the client's profile. 

    Major thanks to Isabell and the other customers who chimed in to help. As always, if you have a question for the SimplePractice team that you'd like to ask directly, please reach out through the ? bubble so the Success team can assist.

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  • Susan Maguire

    Gillian, I've found the solution you posted doesn't work, as it does not allow me to send the form again, once it is checked off in the Overview page.  Please post another answer for this. 

     

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  • Ruth

    Hi Susan, you can only resend a form in SimplePractice if your client has completed the form you initially sent. If they haven't, you'll want to go their SHARED WITH CLIENTS box to the right and click on the X icon next to the form you'd like to resend. Once you've clicked on the X to delete the previous version, you can click on the Share New link to send the form to your client again. Let me know if that works! - Ruth 

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  • Jenna Labbe-Watson

    I really hear where everyone is coming from, and I wanted to offer another perspective. Unfortunately, some clients no-show or late cancel and having a card on file that they can not remove protects clinicians from getting stuck with an unpaid bill. In a perfect world, clients would voluntarily pay for these missed appointments, but that is not always so. Having an un-editable card on file protects therapists from situations like this...

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  • Angela Poch

    You can have clients update credit card info without allowing them to remove a credit card, Google and many other companies do this! 

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  • Ruth

    Hi Angela, you can have clients add a credit card when they make a payment in the Client Portal, or if you send them the Credit Card Information Form. To enable clients to make online payments go to their client file > Edit > Client Portal and check the boxes to allow "Access to Billing Documents" and "Make payments through Stripe." 

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  • Angela Poch

    Thanks Ruth, that part is already done. This was about the client changing information AFTER initial set up. I did "resend" card card request form and that worked. But client expressed they'd like to see that in their portal and make changes themselves.

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