Manage Declined Credit/Debit Card Autopayments

Not sure what to do when you see DECLINED payments in a patient auto-pay plan?

1. Go to Matrix > Auto-Pay Plans.
2. On the top left, select the filter TopsPay Declined Auto-Pay Payments.

3. You can often find the reason for the decline by going to Reports > TopsPay portal > Payments and clicking on the declined charge. Not able to access the TopsPay portal? Your doctor may need to adjust your permissions (see related article, Staff Permissions, below) or you may need your credentials entered in Single Sign-on (see related article Add an Employee to Single Sign-on, below.)
4. Your options will be to Retry the Declined Payment, Set up a New Card, or Ignore For Now.

To Retry the Declined Payment:

You've talked with the cardholder and they now have the funds! They want you to try the payment again.

1. From Matrix > Auto-Pay Plans, right-click over the patient name and select Open Auto-Pay Plan.
2. A message will come up; select  Ignore for Now.

3. Click Retry Declined Payment 

4. The retry/retries will occur within the hour. Any payment that goes through successfully will turn from red to black on the auto-pay plan and the box will be checked.
5. Note: If you decide to run a one-time payment instead of hitting Retry Declined Payment, then you must deactivate the auto-pay plan, remove the declined payment and reactivate. If you do not do this, the payment may process twice.

To set up a New Card:

The cardholder has a new card and has provided you the card number, expiration date, and CVV code. Now what?

1. From Matrix > Auto-Pay Plans, right-click over the patient name and select Open Auto-Pay Plan.
2. A message will come up; select  Set up Different Card...

3. A window will open for you to enter the new card information (***PLEASE NOTE that if the auto-pay plan has more than one past declined payment, entering a new card will try ALL past declined payments.)
4. The retry/retries will occur within the hour. Any payment that goes through successfully will turn from red to black on the auto-pay plan and the box will be checked.

To Ignore For Now

Maybe the cardholder doesn't have a new card and you have agreed to move the declined charge to the end of the autopay plan. Or maybe Grandma came in and paid this month's balance. All you know is that you need to update the auto-pay plan!

1. From  Matrix > Auto-Pay Plans, right-click over the patient name and select Open Auto-Pay Plan.
2. A message will come up; select  Ignore for Now.

3. To remove a declined charge, click Deactivate Plan. Don't worry; this does NOT clear out the card information!

4. Select the payment(s) you wish to remove and select Delete Selected Payments.
5. Review your plan; add charges at the end if needed.
6. Click Record Plan.
7. Click Activate Plan.