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Autopay keeps getting turned off

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14 comments

  • Sara

    Hi Arrington,

    If an electronic Payment Report reflects a different copay amount than what's entered in your client's Client Owes section of their profile, a fee adjustment invoice will be created, and your client will have a balance of that difference. Electronic Payment Reports will automatically override a client's copay information in their profile. When an insurance adjustment occurs, AutoPay for that client will automatically be paused. You'll see a banner indicating AutoPay has been paused for this client, and you can re-enable it for them at any time.

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  • Jenna Collier

    The automatic pausing of the autopay is being a big problem for our clinic. We now have to check each client when the insurance processes to make sure the autopay is still enabled. Basically, the new feature of pausing autopay has effectively made it useless. Is there a way we can turn off the update?

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  • Sara

    Hi Jenna,

    Currently there is no way to turn off this feature within your account. We appreciate the feedback and will take this into account with future enhancements that we make to AutoPay.

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  • Jenna Collier

    Ok. I understand not wanting to charge a client accidentally, but there's got to be a better way. Maybe if there was a way to mark that the electronic payment reports have been verified and that client's are ok to be charged?

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  • Arrington McCoy

    Is this feature just two weeks old? I am curious because the way Autopay functioned prior worked very well for me with my clients with co-pays. I'd prefer a return to the old system if so, or at least an option for the old system. 

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  • Michelle Peterson

    I'd also prefer a return to the old system.  It's really tedious and time consumign to go back to each client and turn autopay back on. 

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  • Shelby Berg

    I prefer a return to the old system as well. It takes additional administrative time to create the invoice, charge the client and turn auto-pay back on each time this happens. When we are unsure of what the insurance will bill for a deductible or copay, we usually do not take a payment from the client on the front-end, but wait to see what comes back with the payment report. Under the old system, the invoice was created and amount due from the client was charged automatically, and now we have to do this manually. This makes no sense from an administrative standpoint, as the client has already agreed to have their card charged for whatever the amount the insurance has determined is valid. 

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  • Tracy Heskett, LCSW

    Is there an update to this update coming? Most of my practice are clients using insurance and I really want to use autopay. Is a currently useless function.

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  • Amanda Mulfinger

    Can someone clarify exactly what is happening here?

    Am I correct in reading this as any amount entered in the client profile that doesn't match what the EOB back from insurance indicates causes autopay to be shut off? For example, with many clients we just leave that copay at $0 and then a corrected invoice is created when the EOB comes back. (It's much easier to charge the copay after we are certain of it versus have to refund payments.) In this case, will this $0 in the profile shut off autopay?

    Or, as another example, you have $30 as the copay entered but the new calendar year rolls around and suddenly the insurance copay changes to $35 (and this isn't unusual since most insurance copays change every year), does this mean SP will shut off autopay for pretty much every client we have a copay for in our system that uses autopay? If so, is the client notified that their autopay has been shut off by SimplePractice?

    We have over 500 active clients per month in our practice (not all using autopay) so if this change is what I'm reading it to mean, this probably shuts off autopay for the majority of our clients, right?

    Please clarify who exactly this works in these situations.

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  • Jenna Collier

    Yes. Our clinic also was purposely leaving the copay amount in the client file as $0 so we weren't charging people until their insurance processed, but with the new autopay pause feature, I have to manually go into each client that has a deductible/coinsurance/copay amount due to turn the autopay back on. (Which means that the "autopay" is not actually automatic.)

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  • Sara

    Hi everyone, thank you for your feedback on this feature of SimplePractice. Our Product team would love to learn more - please visit this link: Please get rid of the new autopay disable feature after ERAs to share your feedback where the Product team can see it on our Ideas and Suggestions board.

    If you have a question that's about billing workflows or is specific to your account, please reach out to our Customer Success Team by creating a Help Request. To put in a request, click on the blue question mark on the bottom right hand corner of your screen in your SimplePractice account and select the option to submit a Help Request. Someone on our team will be able to answer all of your questions and go over workflows that can best work for your practice in regards to this new feature.

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  • Patrick Hunnicutt

    This new feature is so frustrating. Every week it disrupts my practice, where previously I had no issues at all. 

     
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  • Tara Griswold

    Hi My client who is set up with autopay is not being charged for sessions. She currently has an outstanding balance and I have received several notifications on the evening summary that her card will be charged, but it is not.

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  • Sara

    Hi Tara,

    I recommend creating a Help Request so that our Customer Success team can investigate this for you. Click on the ? icon in your account > Get Help > No > Contact Support > Send an Email Request.

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