My Patient was Unable to add their Credit Card

Learn how to resolve the issue when your patient is unable to add their credit card.

Jump to:

• Common reasons for a credit or debit card declining
• What the patient sees when a card is invalid
• What the patient sees when the card could not be verified
  
  

If you are using our Card Capture for Policy Enforcement feature, UnifiedPay, your patients can add their credit cards online during the online booking process. On occasion however, you may come across an issue where your patient was unable to save their credit card online. Once your patient enters their credit or debit card information, the system attempts to validate the card information.

If your patient was unable to save their credit card when booking using UnifiedPay, it may be caused by the following:

• The patient attempted to use a card that does not allow authorizations. Some prepaid or debit cards cannot allow authorizations.
• There was $0.00 available on the patient's credit/debit card. The system requires at least $1.00 on the patient's credit/debit card.
• The patient's card is inactive or expired.
• The patient's card is frozen by the patient or the bank. The freeze will need to be removed in order to save their card.
  
  

What a patient sees when a card is invalid

If the patient attempts to add an invalid card, an alert will appear. The system attempts to validate whether the card is a Visa, Mastercard, etc. 

This card validation feature is enabled in the system to prevent patients from adding invalid cards when booking an appointment.

What the patient sees when the card could not be Verified

Patients will receive this message if the card could not be authorized, it is invalid, or $1.00 was not on the card for verification.

If your patient is using a prepaid card, it is possible that it may not allow authorizations. We recommend asking your patient to try a different card.

If you have any additional questions, please reach out to us at support@unifiedpractice.com