How do I bill couples?

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Natashia Mitchell

• July 24, 2020 03:38

SimplePractice continues to mystify me.

I have a couple who both have individual records and a couple record. The payment method is in one of the partners' individual records, but not in the couple record. Another issue: somehow I invoiced them last session, but because I had the card set to "Manual"--the charge never went through. How do I change it to Stripe? It won't let me do it from the couples' record. Does the person responsible for billing have to put their card in their individual record AND the couple record? I'm so confused...

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  Vanessa Newell

  • July 28, 2020 05:34

  I’m having the same issue. The credit card information in the clients individual files was not transferred over to the couple file. I’d love a response to this...
  Is this some sort of fluke in the system? Other couple records that I have, transferred the credit cards from their Individual records without a problem. I’m not sure what’s going on with this one couple file...

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  Malia Gallegos

  • July 30, 2020 23:56

  This happened with me, also.  Migration of account info should be included in the transfer to the new couple system.  Is there a video tutorial on this?

   

  Thank you

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  Natashia Mitchell

  • July 31, 2020 15:37

  Hi, Vanessa and Malia~

  I'm so glad I'm not the only one going through this. I wrote to tech support, and they told me I had to have the couple put payment information into the couple profile:

  "In regards to your question on how to bill clients, the couple client will need to a credit card added in order to process payments for that client. I recommend sending the couple client the Credit Card Information form by following the steps in this guide: Sending intake forms and documents to clients. This will allow for the client to add their own credit card information to the couple client account so that payments can be processed."

  I could have sworn that the info from the individual file (the member of the couple responsible for payment) was supposed to transfer to the couple file. I guess not :(. Hope this helps! 

  -Natashia

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  Ruth

  • August 11, 2020 20:20

  Hi Everyone,

  I'd like to clarify that credit card information does actually transfer over when you create a Couple Profile from two pre-existing client files. On the other hand, if you're creating two individual client files from a Couple Profile, then the credit card information from the Couple Profile won't transfer over to the individuals. 

  If you're finding that some of your clients' credit card information didn't transfer over to their Couple Profiles, please submit a Help Request from your SimplePractice account. Click on the "?" icon to the bottom right > Get Help > Ask Question > Email. You can also click here to submit a Help Request: SimplePractice Help Request Form.

  Natashia - To change the payment method from "Manual Credit Card" to "Stripe Credit Card," navigate to the ADD PAYMENTS box to the right of your client's file and use the drop down menu to select "Stripe Credit Card." 

  I've also included our complete guide, which includes video tutorials, on the Enhanced Client Management for Couples feature. 

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  Aurolina Valdes

  • December 22, 2020 20:06

  What I have noticed is that the order in which things happen in the system helps solve this problem

  1) Create individual records for each partner

  2) Send them the credit card form with your initial documentation

  3) Once the CC info is in the system create the couple

  4) schedule a session.

  What I found is that if I first create the couple and then send them the credit card info then only the individual profiles are updated. If I do steps 2 and 3 in that order then the CC information smoothly passes from individual to couple.

  Good luck!

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