Skip to main content

Online Payments Account Review

Answered

Comments

14 comments

  • Tamara Axtell

    Received the same email this morning. While I definitely want security for my account, this didn't give me enough information, especially with this stupid virus disrupting everything..

    Comment actions Permalink
  • Christine Bruning

    That makes me feel slightly better that other someone else got the same email. I wish it was clear on whether this was a routine check. Either way, our payouts are not being transfered and this has been going on a week. Emailed twice and did the live chat but the issue was too complicated so they just created a ticket.

    Comment actions Permalink
  • Beatriz Stanley

    I received the same email as well and am nervous about what it means. I have not received any further explanation via e-mail regarding this review. It feels nice to know that I am not the only one.

    Comment actions Permalink
  • Tamara Axtell

    Last night I recieved an email stating the review on my account was complete, followed by a new one early this morning stating that the account is under review. This is kind of ridiculous.

    Comment actions Permalink
  • Amanda Sovik-Johnston

    I haven’t gotten payouts in a week! I got an email saying it was cleared a few days ago, and still nothing is going to my account. I’m really stressing! I emailed yesterday morning and have heard nothing!

    Comment actions Permalink
  • Amanda Sovik-Johnston

    Is there anybody to call on this? I have bills I have to pay and won’t be able to soon! I hate that they don’t list a phone number :/

    Comment actions Permalink
  • Christine Bruning

    Hey! So an update on my end. I got an email saying my account review was done as of Friday morning. Since it’s the weekend. I don’t anticipate seeing the payout in my account until Monday. I’ll report back.

    I was able to use the chat option. They weren’t able to help me (too complex of an issue) but did submit a ticket. I got email response the next day. Apparently SP has increased their security measures and will do account reviews. She gave me some specifics on what was happening with our account. I think chat is only available Tuesday through Thursday though.

    Comment actions Permalink
  • Amanda Sovik-Johnston

    Ugh- I got the same email that the account wasn’t under review anymore and money STILL isn’t going into the account. I got that on Tuesday of last week! Still waiting for someone from SP to help!

    Comment actions Permalink
  • Christine Bruning

    That’s so stressful! If I don’t see money in my account by Monday then I will stress. Maybe try using the live chat option and have them submit a ticket? That was the only way I got a response. I

    Comment actions Permalink
  • Anna Saviano

    I got the same email on the 15th and still no payout. I have submitted claims and heard nothing. The chat option is removed from my list of ways to contact and I couldn't find a phone number either. How is this level of customer service acceptable? I am also waiting on funds and as this follows some time off I am in particular need at the moment and no money has come in. The payout amount on the report also keeps changing. Very very frustrating. 

     

    Comment actions Permalink
  • Martha Van Dam

    I received this email on the 17th, so I'm obviously still waiting. Does anyone know WHY they do this or exactly WHAT they are doing?  Also, is there ANY way to actually reach a person? When I try to send a message, it goes to the frequently asked questions. I seem to remember that earlier on, there was a chat function, but I can't find it now. Thanks to anyone who has a comment!

    Comment actions Permalink
  • Rogna Jurecko

    I had this happen last December and my email said it would take one day but it took something like 6 or 7.   I emailed to ask why this happened and was told "we have controls in place to detect potentially fraudulent transactions. These controls allow us to better protect our customers and their clients from any potential fraudulent activity. While we understand that you would like to know exactly what triggers the review, we are unable to share those controls that are in place at this moment. Sharing those exposes us to risk of having fraudsters bypass those controls, and we need to minimize the possibility of this as much as we can."  Super frustrating.  

    Comment actions Permalink
  • Janitzia Rodriguez, LMFT

    It's been two weeks now and something is up with payments. At first, I am showing up short, but saying that all of my clients have paid and have no outstanding balance. and now it looks like I have $50 more in my account than I actually should. Someone overpaid and I don't know who or how to adjust the payments for this week to show that there was some mistake that was made. Its just not a good look and a bit concerning. 

    Comment actions Permalink
  • Ruth

    Hi Everyone,

    We hear you. Our Compliance Group is working hard to manually review flagged accounts. We’re currently developing new ways to expedite and streamline this process, while still ensuring your payments are getting securely delivered. If you find that your payouts haven’t resumed after the estimated timeframe, please reach out to us directly by submitting a Help Request. You can do this in your SimplePractice account by clicking the “?” icon to the bottom right of your screen > Get Help > Email. For your convenience, I’ve also included the direct link to our SimplePractice Help Request Form.

    Some of you mentioned getting no response after reaching out to us via email. I checked our email logs and found emails were being addressed to our no-response emails: yourteam@simplepractice.com, support@simplepractice.com, or you’d responded to an automated email we sent in the past. These emails are unmonitored, which is why I encourage you all to submit a Help Request in the methods I indicated above.

    Although we're periodically monitoring the Community Forum and plan on improving our response times to questions posed here, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. I’m going to close this thread for comments now, but you know where to go if you want an updated status on your online payments review, or would like us to investigate anything in your account (hint, hint, it’s here: SimplePractice Help Request Form).

    Thank you all for cooperation during this time, and for contributing to our Community. 

    Comment actions Permalink

Post is closed for comments.