How to confirm a patient's payment went through
If a patient asks whether their payment went through, or you need to confirm one while they're on the phone, this article shows you where to look and what each result means.
Where to check
To check | Go to |
|---|---|
One patient's payments | The patient's profile (from Customers). Payments appear in the table at the bottom of the profile. |
All payments, or payments by date or status | Payments in the left menu. Filter by date range and status. |
Card payments
When a card payment succeeds
After you select Submit, the payment appears right away in the table at the bottom of the patient's profile. The amount shown includes the $3 convenience fee for credit cards taken by phone. For example, a $10 payment shows as $13.
Each card payment also has an authorization number, labeled as a debit or credit authorization depending on the card type. Give the patient this number if they need to match the charge to their card statement.
When a card payment is declined
The portal shows an error message when you submit, and the payment appears in the profile's table as Denied. When the card network provides it, SynchPay shows the reason:
Reason | What to do |
|---|---|
Insufficient funds | Ask for a different card, or offer account-to-account (A2A) payment. |
Limit exceeded | Ask for a different card, or offer A2A. |
Card disabled | Ask the patient to contact their card issuer, or use another card. |
Card reported stolen | Do not retry. Ask for a different payment method. |
Some banks don't share a reason, so you may only see that the payment was denied.
Reminder: SynchPay does not accept American Express. If a patient gives you a 15-digit card number starting with 34 or 37, the Amex logo appears and the payment won't go through. Ask for a Visa, Mastercard, or Discover card instead.
Account-to-account (A2A) payments
A2A payments aren't instant, because the patient completes them on their own phone. After you create the payment request:
Stay on the patient's profile. The request appears in the payments table.
Select the refresh button to update the status as the patient moves through each step.
When the patient finishes, the status updates to show the payment is complete.
FOX receives A2A funds by the end of the day or the next morning.
If the patient set up a future payment authorization, later payments within their limit post on the due date without any action from them. The patient receives an email when each payment posts.
Payments made before SynchPay
SynchPay only shows payments it processed. Payments made through InstaMed before launch don't appear in SynchPay, so check InstaMed for older payment history.
Still can't find it?
Confirm you're on the right profile. Some patients have more than one ID. See How to find a patient and manage multiple IDs.
Check the Payments list without a status filter, in case the payment is still pending or was denied.
Contact support@synchpay.com or submit a ticket from the Requests tab. Include the patient's ID, the amount, and the date. Never include full card numbers.