Overview
This article explains how patients update their membership billing information in the Patient App. It’s written for practice owners and staff who want to understand the patient experience, know when payment updates take effect, and confidently guide patients through billing-related questions.
Before You Start
Only patients can update their own membership billing information.
Admins cannot update a patient’s payment method from the Admin Panel.
Payment updates apply globally across all active memberships for that patient.
Updating a payment method immediately applies to the next billing attempt.
If a membership is in dunning, updating the payment method triggers an immediate retry.
How Patients Update Their Membership Payment Method
Steps in the Patient App
The patient logs in to the Patient App using their phone number.
They tap Wallet in the bottom-right corner.
At the top of the screen, they select Memberships.
They scroll to the bottom and tap Manage memberships.
The patient selects Update payment method.
A message appears explaining they’ll be redirected to a secure payment provider.
The patient taps Update payment method to continue.
They enter their new payment information.
The patient taps Save card.
What Happens After the Update
The patient sees a confirmation screen once the update is successful.
If the membership was in dunning, the system immediately retries the failed charge.
If the charge succeeds, the patient receives a confirmation email.
The updated payment method is used for all future membership charges.
Patients can view the card on file, including card brand and last four digits, in the Patient App.
Supported Payment Methods
Patients can add or update:
Credit cards
Debit cards
Apple Pay
Google Pay
How It Works
Memberships are billed in advance on the signup date and on the same day of each billing cycle.
Updating a payment method applies immediately to the next billing attempt.
For dunning memberships, updating billing information automatically triggers a retry.
Payment methods are managed through a secure, external payment provider.
Admins do not have access to view or edit full payment details for security reasons.
FAQs / Troubleshooting
Q: Can admins update a patient’s payment method for them?
A: No. For security reasons, only patients can update their billing information in the Patient App.
Q: If a patient has multiple memberships, do they need to update each one?
A: No. Payment method updates apply globally to all memberships under that patient’s account.
Q: Can a patient update their payment method after canceling a membership?
A: Yes. Patients can still access Manage memberships and update billing information.
Q: When does the new payment method take effect?
A: Immediately. It applies to the next billing attempt.
Q: What happens if the membership is in dunning?
A: The system immediately retries the failed charge after the payment method is updated.
Q: Does the patient get an email confirmation?
A: Yes. A confirmation email is sent when a billing attempt is successful.
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