Can clients update their own credit card info?
None

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?

13 comments

  • 0
    Comment actions Permalink
    Avatar
    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?

    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?

  • 0
    Comment actions Permalink
    Avatar
    Judith L. Weirauch

    *Stripe

    *Stripe

  • 0
    Comment actions Permalink
    Avatar
    Stacy Eggsware

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

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

  • 0
    Comment actions Permalink
    Avatar
    Christi Lundby

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

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

  • 0
    Comment actions Permalink
    Avatar
    Tricia M. 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.   

     

     

    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.   

     

     

  • 0
    Comment actions Permalink
    Avatar
    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.

    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.

  • 0
    Comment actions Permalink
    Avatar
    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

    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

  • 0
    Comment actions Permalink
    Avatar
    Laura Elpers 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. 

    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. 

  • 0
    Comment actions Permalink
    Avatar
    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. 

    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. 

  • 0
    Comment actions Permalink
    Avatar
    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.

    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.

  • 0
    Comment actions Permalink
    Avatar
    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.

    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.

  • 0
    Comment actions Permalink
    Avatar
    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.

    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.

  • 0
    Comment actions Permalink
    Avatar
    Patrice Carroll, LICSW

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

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