Getting started
How much does Updox Payments cost?
Updox Payments is free for all Updox customers. You'll need a PaySimple merchant account to use it.
How soon can I start taking payments?
Step | How long it takes |
PaySimple approval after you apply | 2–4 business days |
Payments turns on in Updox after you get your approval email from PaySimple | 1–2 hours |
To check whether Payments is on, log out of Updox and log back in.
If Payments still isn't on by the end of the day you were approved, contact Updox Support.
Payments and cards
Can patients save a card on file for later?
No. To keep patient information secure, Updox Payments doesn't store any patient card information.
Can I set up payment plans or automatic payments?
No. Updox Payments is for one-time payments, like copays or fees.
Can a patient pay less than the amount I request?
Yes, unless you turn on Prevent Partial Payment when you send the request. Patients can pay less than the amount requested, but never more.
Can a patient pay the same request more than once?
No. Once a patient makes any payment on a request, even a partial one, they can't pay on it again. Send a new payment request for the remaining balance.
Refunds
How do I refund or void a payment?
From the Payments Dashboard, click the three dots (⋯) on the payment and choose the action. Updox automatically voids the payment if the nightly batch hasn't run yet, or refunds it if it has.
Patients
Why can't I find a patient when I request a payment?
The patient needs a date of birth and cell phone number in the Address Book.