When a card is declined, nothing is charged and the request stays unpaid. Your patient can try again straight away.

When a card is declined

The payment page shows a message with the reason the card was declined, and the Pay now button stays on the page. The request still shows Awaiting Payment on your Service Requests page.

What to tell your patient

1. Check the card details they entered, then click Pay now again.
2. Or pay with a different card, or with Apple Pay or Google Pay if their device offers it. See Which payment methods are accepted?
3. If the same card keeps being declined, take the payment another way, below.

Take the payment at the front desk

If your patient is with you or on the phone, you can take the payment yourself:

1. Open the request and click In office payment in the Actions panel.
2. Enter the patient's card details.

3. Tick the box to confirm you have the patient's consent, then click Charge. The button shows the amount.

If that card is declined too, the panel shows the reason and you can try another card.

What happens next

As soon as a payment goes through, the request changes to Paid and your patient gets their receipt by email.

Payment page won't open at all?

If your patient sees This link is locked instead of the payment page, they entered the wrong date of birth too many times. Click Resend email on the request to send a new link.

What your patient sees

Send your patient How do I know my payment went through?.