A2A payments for patients
This guide explains what a patient sees, screen by screen, when they pay FOX directly from their bank account through SynchPay. Use it to walk a patient through the process while you're on the phone with them.
What account-to-account payment is
An account-to-account (A2A) payment moves money straight from the patient's bank account to FOX's, without going through a card network such as Visa or Mastercard. If you used eChecks in InstaMed, the idea is similar, with two big improvements:
No bounced payments. SynchPay checks the patient's available balance before the payment runs, so "insufficient funds" returns are rare.
Verified identity. SynchPay confirms the patient owns the bank account before any money moves, which protects both FOX and the patient from fraud.
There is no convenience fee for A2A payments. If a patient objects to the $3 credit card fee, A2A is the free option to offer.
How you start the payment
Open the patient's profile from the Customers list.
Choose account-to-account as the payment type.
Enter the amount and the due date. The FOX bank account that receives the money is selected for you.
Confirm the patient's mobile phone number. Use a mobile number rather than email: most patients have their banking app on their phone, which makes the next steps much faster.
(Optional) Set a future payment authorization limit if the patient will make more payments later. See Paying again later below.
Select Create payment request. SynchPay texts the patient a link right away.
What the patient sees
1. A text message with a link
The patient receives a text from SynchPay showing the balance due and a link. The link opens in the phone's web browser. No app download is required.
2. The payment screen
The screen shows the amount due and two choices: pay from their bank with SynchPay, or pay by card. Encourage the bank option; it has no fee.
3. Agree to the terms
The patient reviews how the process works and taps to agree.
4. Confirm their phone number
SynchPay texts a one-time passcode. The patient enters it to prove the phone is theirs.
5. Connect their bank through Plaid
SynchPay uses Plaid, a service many banking and payment apps already use, to connect bank accounts securely.
If the patient has used Plaid before, they'll see an option to skip the forms. This takes about 10 seconds.
If not, they search for their bank and log in with their online banking username and password. Their bank may ask them to approve access.
Tip: Many patients open their banking app with Face ID and don't remember their password. If a patient gets stuck here, they may need to reset their banking password first. It's often easier to call back once they have it.
6. Choose the account to pay from
The patient picks the checking or savings account they want to use.
7. Verify their identity
The patient enters the last four digits of their Social Security number. SynchPay uses this to confirm the person paying matches the name on the bank account. This number is never shown to FOX staff in full; only the last four digits appear on the patient's profile.
8. Confirm the payment
The patient reviews the amount and confirms. If you set a future payment authorization limit, they'll also see a consent statement authorizing FOX to collect future payments up to that amount.
Total time: about 30 to 45 seconds for a first-time patient, and about 10 seconds for patients who already use Plaid.
After the patient pays
You can watch the status live. Select the refresh button on the patient's profile to see where they are in the process. See How to confirm a patient's payment went through.
FOX receives the funds by the end of the day or the next morning.
The patient is invited to download the SynchPay app for iPhone or Android. This step is optional.
Paying again later
With the SynchPay app: the patient gets a push notification, confirms with Face ID, and taps to pay. It takes a few seconds.
Without the app: the patient gets a text link, confirms a one-time passcode, and pays with the bank account already linked.
With a future payment authorization on file: you enter the amount and save. If it's within the patient's approved limit, the payment posts on the due date, and the patient gets an email letting them know.
Common patient questions
The patient says | What to tell them |
|---|---|
"Do I need to download an app?" | No. Everything works in the phone's web browser. |
"Do I need a Plaid account?" | No. If they don't have one, they log in to their bank directly. |
"Can you just take my bank account and routing number over the phone?" | No. The patient has to complete the steps on their own phone so SynchPay can verify them. Staff should never log in to a patient's bank or Plaid account for them. |
"Why do you need my Social Security number?" | Only the last four digits, to confirm they own the bank account. It protects them from someone else paying, or withdrawing, in their name. |
"Is there a fee?" | No. Bank payments through SynchPay are free. |
"I don't have a smartphone" or "I don't want to connect my bank." | They can pay by card over the phone (a $3 convenience fee applies to credit cards) or mail a check. |
"My bank account is brand new." | Very new accounts are sometimes declined as a fraud safeguard. Offer card payment as a backup. |
"I never got the text." | Confirm the mobile number on their profile, correct it if needed, and send a new payment request. |