Life happens and there will be times where a patient may miss a membership payment because the card attached to it has either expired, was lost, or was stolen.
Your patient has the ability to manage their billing information on your Patient Rewards app to avoid this, but if they don't they will get the following alert.
We have built in a notification system triggered by missed payments and provides patients an easy way to update the billing information associated with their membership(s).
Additionally, practices will get notified of any missed payments via email.
Once your patient updates their payment method, the banner will not go away until Stripe processes the new payment and it is deemed successful.
If the new payment method fails, the banner will stay at the top of the screen and Stripe will attempt to charge it again 3 more times, 7 days apart. If each of the 3 attempts fail, the membership will automatically cancel.
It's up to Stripe when the new payment is processed, so it is normal for the banner to not go away immediately.
You can track this easily in your Admin Panel under Manage > Clients to reach out to patients directly regarding any membership updates.
FAQs:
After my patient updates their payment method, how soon will the banner go away on their app?
This is up to Stripe and when they decide to run the payment through again. Once they run the payment through and it's successful, the banner will go away.
If the payment fails, the banner will stay at the top of the screen. We recommend giving it approximately 24-48 hours to see the banner disappear.
After my patient updates their payment method, are they automatically recharged for their monthly membership?
Stripe needs to re run the card. We cannot accurately predict when they will run the new card, however, if you wish to expedite this process, we recommend contacting Support or CS to process the payment manually.
Have additional questions about your app?
Contact our Support Team at support@repeatmd.com.