Pay App & Practice Hub – Payment Configuration Updates
complete
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Garvan Gallagher
We’re adding new configuration options to give clinics more control over how patients make and manage payments online.
What’s new
- Pay App configuration page: Choose which payment methods patients can use (Credit Card, ACH, or both), limit payments to the method on their payment plan, and optionally allow patients to update their payment method when resolving a failed autopay. You can also customize the message sent in payment request emails - along with the message the patient sees in the Pay App once they log into the request.
- Practice Hub settings: Set allowed payment methods for patient payments and updates to stored payment methods to match your clinic’s policies.
- New tracking events: We’ll now record when patients make payments or update their payment method online, so you can build automations from the.
- Card safeguard: Patients must keep at least one card on file.
Why it matters
These updates make it easier for clinics to manage payment rules and ensure a consistent experience across the Pay App and Practice Hub.
G
Garvan Gallagher
updated the status to
complete
G
Garvan Gallagher
Merged in a post:
Notifications and limitations for Patient Hub
k
kentislandortho@gmail.com
We recently turned off patient hub because we realized patients were changing from ACH on autopay to CC via the hub, which of course is a higher processing fee and we have a charge for that. It would be nice if practices could chose what was accessible on the hub (ex. we would turn off the financial part). For those that do have the financials turned on, I would think it would be helpful to have a task created if someone made a payment on the hub or changed payment method, etc
G
Garvan Gallagher
Merged in a post:
Custom messaging for declined autopayment link and payment request, and automations for declined autopay
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Adam Reynolds
Right now you can customize the text for a payment request. However that is the same message that goes out for a declined autopayment.
The declined autopayment should have a message that says something like your autopayment declined and here is the link to make a one time payment, it should have an option to update the payment (but make them stay ACH or if they switch to CC then notify that platform fees will be added) And then close with saying that if they do not pay by the end of the day midnight that a late fee of (practice late fee) will be added, and then have the system add that fee automatically.
The payment request messaging would be completely different-Dr. "so and so" is requesting payment, please use this link"
G
Garvan Gallagher
Merged in a post:
Custom Payment Request Message
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Janaya -
It would be nice if we could send custom message with the payment request. We use this feature to collect declined payments, past due balances and a la carte charges. The wording is very different for each of these.
G
Garvan Gallagher
updated the status to
planned
G
Garvan Gallagher
Hi Adam Reynolds, thanks for your feedback. We’re planning updates to this area, likely in conjunction with upcoming work on the ledger. This will include functionality to update the autodraft on a declined autopayment, along with other improvements on payment preferences. We hope to kick this off in the coming months, and appreciate your input as we shape that work.
K
Krystal Smith
Our office recently encountered this issue as well. Our contracts require patients to keep a card on file, and we do not offer ACH as a standard payment option—only in extreme circumstances. For recurring payments, we also prefer that patients do not remove their card. Our manager recently had to turn off our hub as well, which is unfortunate because many of our patients love having it as an option.
It would be incredibly helpful to have the ability to enable or disable specific payment methods on our end. For example, having a backend option where we can select which payment types (Visa, Mastercard, Discover, etc.) are available in the patient hub. If a patient wants to use an alternative payment method—such as ACH or American Express (which have higher fees)—they would need to contact our office to determine if it's a viable option.
Additionally, we’d love to see a pop-up after a patient submits a payment, allowing them to specify how their payment should be allocated. Options could include:
--Applying the payment to the most recent invoice
--Paying off the last due invoice (pay off balance early)
--Covering a past-due invoice
--Distributing the amount evenly across all remaining invoices to lower future payment amounts
Currently, the system seems to allocate payments automatically, which can create confusion and result in unnecessary back-and-forth phone calls with patients—defeating the purpose of the patient hub.
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Garvan Gallagher
Hi Janaya - we have a personalised message in the request payment dialog itself, but that gets shown once the payor logs in with the patient's date of birth, as per the screenshot. We currently don't have a way to customize the actual email template that is sent, other that what is defined in the Notification Template.
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J
Jake Gulick
Hi Janaya -
You actually can customize the message that goes to patients if you initiate it on the ledger.
If you navigate to the upper right corner and click on the bird beak, then go to settings>admin>notification templates
In here you will see two of them called Pay App Payment Link SMS and Email. In there you can customize what the message says. Just keep in mind to keep the SMS shorter as all the research shows the shorter is better for SMS. Also, make not to delete the pay link merge field or the URL will not show up for them to click on!
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Janaya -
Jake Gulick, to clarify. Yes, we've customized this message, but it would be nice if it was similar to scheduling next visit via text where there's a default or a custom option. For example, one text we might send says "Please pay the past due balance on your account using the following link" and nother "Please complete the copay due for your new retainers at the following link" etc.
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Jake Gulick
Janaya -Ahh that makes sense Janaya! Adding Garvan Gallagher so he sees this and we can add it to our backlog!