Payment Problems

Resolve payment failures, declined cards, missing receipts, late fees, and other billing issues in DPC Pro.

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Failed Membership Payments

Payment Failed: Card Declined

Symptoms: A membership payment fails and the member receives a “Payment Failed” email. The membership status changes to Past Due or enters the dunning sequence.

Cause: The member’s card may have been declined by their bank due to insufficient funds, an expired card, fraud prevention holds, or an incorrect billing address.

Solution:

1. Navigate to Billing → Memberships and select the affected member.
2. Review the Payment History section for the failure reason (for example, card_declined, insufficient_funds, or expired_card).
3. Contact the member and ask them to update their payment method through their patient portal at Portal → Billing → Payment Methods.
4. Once the member updates their card, DPC Pro will automatically retry the payment according to the dunning schedule. For details on the dunning workflow, see Handling Failed Payments.

Dunning Schedule

DPC Pro follows an automatic retry sequence when a payment fails:

• Day 0: Payment fails; immediate notification sent to the member
• Day 1: First reminder email
• Day 3: Second reminder email
• Day 6: Third reminder email
• Every 6 days thereafter: Continuing reminders until the payment succeeds or the membership is cancelled

If the problem persists, contact support.

Payment Succeeded but Membership Still Shows “Past Due”

Symptoms: The member’s payment has been processed successfully in Stripe, but DPC Pro still shows the membership as Past Due or in dunning.

Cause: Payment status updates from Stripe are delivered asynchronously via webhooks. Occasionally, a webhook delivery can be delayed or fail temporarily.

Solution:

1. Navigate to Billing → Memberships and select the member.
2. Check the Payment History for the most recent successful transaction.
3. Wait 15 minutes. The system retries failed webhook deliveries automatically.
4. If the status has not updated after 15 minutes, select Actions → Refresh Payment Status to manually sync with Stripe.

If the problem persists, contact support.

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Payment Plan Issues

Scheduled Payment Plan Payment Failed

Symptoms: A scheduled payment on a payment plan fails. The member receives a failure notification, and the payment status changes to Failed.

Cause: The member’s saved payment method was declined, expired, or removed. Payment plan payments are processed automatically on the scheduled due date.

Solution:

1. Navigate to Billing → Payment Plans and select the affected plan.
2. Review the Scheduled Payments section to find the failed payment and its failure reason.
3. Contact the member and ask them to update their payment method.
4. DPC Pro automatically retries failed payment plan payments on a schedule (typically at days 1, 3, and 7 after the initial failure). You can view the next retry date in the payment details.

Maximum Retries

After the maximum number of retries (typically 3), the system stops retrying and notifies your practice staff. You will need to coordinate directly with the member to resolve the outstanding payment.

If the problem persists, contact support.

Payment Plan Reminders Not Being Sent

Symptoms: Members are not receiving reminder emails before their scheduled payment plan payments.

Cause: Payment plan reminders are controlled by your practice’s Payment Plan Settings. Reminders may be disabled, or the reminder days may not be configured.

Solution:

1. Navigate to Settings → Billing → Payment Plans.
2. Confirm that the Payment Plan feature is enabled.
3. Check the Notification Settings section and verify that payment reminders are turned on.
4. Review the Reminder Days setting. This controls how many days before a due date the reminder is sent (default: 3 days and 1 day before).
5. Confirm the member has a valid email address on file.

If the problem persists, contact support.

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Declined Cards

Card Declined: Common Reasons

Symptoms: A payment attempt fails with a “card declined” message.

Cause: Card declines can happen for many reasons. The most common are listed below.

Solution: Identify the specific decline reason in the payment history and advise the member accordingly:

Decline Reason	What It Means	What to Do
insufficient_funds	The card does not have enough funds	Ask the member to use a different card or add funds
expired_card	The card has expired	Ask the member to update their card in the patient portal
card_declined	Generic decline from the bank	Ask the member to contact their bank and try again
incorrect_cvc	The security code was entered incorrectly	Ask the member to re-enter their card details
processing_error	A temporary error occurred	Wait a few minutes and retry, or use a different card

If the member continues to experience declines, recommend they contact their bank directly to authorize the charge.

If the problem persists, contact support.

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Missing Receipts and Invoices

Member Did Not Receive a Payment Receipt

Symptoms: A member reports that they did not receive an email receipt after a successful payment.

Cause: Receipt emails may be caught by spam filters, or the member’s email address on file may be incorrect. Receipt notifications can also be disabled in your practice’s notification settings.

Solution:

1. Confirm the member’s email address is correct in Patients → select the patient → Contact Information.
2. Ask the member to check their spam/junk folder for emails from DPC Pro.
3. Navigate to Settings → Billing → Payment Plans (or Memberships) and verify that receipt notifications are enabled in the Notification Settings section.
4. You can resend a receipt from Billing → Transactions → select the transaction → Resend Receipt.

If the problem persists, contact support.

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Late Fees

Late Fee Applied Unexpectedly

Symptoms: A member reports a late fee on their account that they were not expecting.

Cause: Late fees are applied automatically to overdue invoices and payment plan payments after the grace period ends. Each late fee is applied once (no compounding). A warning email is sent before the grace period deadline.

Solution:

1. Navigate to Billing → Memberships or Payment Plans and select the affected account.
2. Review the Late Fees section to see when the fee was applied and the original due date.
3. Check whether the member received the late fee warning email by reviewing the communication history.
4. If the late fee was applied in error, you can waive it from Actions → Waive Late Fee.
5. To adjust late fee settings for your practice, navigate to Settings → Billing → Late Fees and review the grace period and fee amounts.

If the problem persists, contact support.

Member Did Not Receive Late Fee Warning

Symptoms: A member was charged a late fee without receiving a warning email first.

Cause: Late fee warnings require a valid email address on file. If the member’s email is missing or incorrect, the warning cannot be delivered.

Solution:

1. Verify the member’s email address in Patients → select the patient → Contact Information.
2. Ask the member to check their spam/junk folder.
3. Review Settings → Billing → Late Fees to confirm that late fee warning emails are enabled.

If the problem persists, contact support.

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Refunds

How to Process a Refund

Symptoms: You need to issue a refund for a charge that has already been processed.

Cause: Refunds may be needed for overpayments, billing errors, or membership cancellations.

Solution:

1. Navigate to Billing → Transactions.
2. Find and select the transaction you want to refund.
3. Select Actions → Refund.
4. Enter the refund amount (full or partial) and a reason for the refund.
5. Select Process Refund.
6. The refund typically appears on the member’s statement within 5-10 business days, depending on their bank.

Partial Refunds

You can issue a partial refund by entering an amount less than the original charge. This is useful for prorated membership cancellations or billing adjustments.

If the problem persists, contact support.

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Stripe Connect Issues

Practice Stripe Account Not Accepting Payments

Symptoms: Payments fail for your practice, and you see errors related to your Stripe account status.

Cause: Your practice’s Stripe Connect account may not have completed onboarding, or Stripe may have disabled charges due to missing information or a high dispute rate.

Solution:

1. Navigate to Settings → Billing → Stripe Account.
2. Check whether your account status shows Charges Enabled. If not, follow the prompts to complete your Stripe onboarding.
3. If your dispute rate is high, Stripe may restrict your account. Review your recent disputes in your Stripe Dashboard and respond to any open disputes promptly.

Dispute Rate Threshold

Stripe monitors dispute rates across all connected accounts. If your dispute rate exceeds 0.75%, Stripe may take action on your account. DPC Pro monitors this automatically and will alert your practice if your rate approaches the threshold.

If the problem persists, contact support.

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Related Pages

• Common Issues: Quick solutions for the most frequent problems
• Scheduling Issues: Appointment conflicts, missing slots, booking problems
• Getting Help: How to contact DPC Pro support

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Need Help?

If your payment issue is not covered here, review Billing Reports for tools to investigate payment trends, explore AI Payment Recovery for automated recovery options, or contact DPC Pro support. Be sure to include the member’s name, the transaction date, and any error messages you see.