Stripe

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SimplePractice FAQ

Are you a SimplePractice customer using Stripe for payments? If so, you’ve come to the right place.

Getting Started

SimplePractice has built out a step-by-step getting started guide, which goes through setting up your Stripe account and connecting it to SimplePractice.

Can I process HSA/FSA cards?

Yes! SimplePractice accounts set up through Stripe are automatically assigned an HSA/FSA eligible MCC. HSA and FSA cards require that your business have a special classification (called an MCC) set so that the card companies know that your products and services are directly related to a patient’s medical needs.

And bear in mind, just because an account is enabled to accept HSA or FSA payments, doesn’t guarantee a card won’t still be declined. Card issuers are still at liberty to authorize or decline any payment as they would with any other type of credit card. More on that in the declines section below.

Declines

Payments can fail or be declined for a number of reasons, and it’s understandably frustrating when they represent a loss of legitimate business. However, certain failures are actually preventative measures working in your favour to minimize the possibility of a fraudulent payment, that otherwise could result in a dispute.

Why was a customer’s card declined?

You can read about the main types of declines and ways to tackle them here.

Bank Payouts (Receiving money into your bank account)

Once you set up your bank account with Stripe, we’ll automatically deposit funds to your account when they become available.

How long does it take for the money to get to my account?

After you’ve received your first order, your first payout on Stripe will initiate and post to your account within 7 days. Payout schedules depend on the country you’re based in. You can see a full list here.

I think my funds should have arrived by now

The exact timing of the money reaching your account can depend on a number of factors. On occasion, banks can take 2-3 additional days to post the funds to your account. You can see a full list of possible payout failure states here.

I’d like to know more about payouts

We’d recommend these links:

Refunds

Refunds should be done directly from your SimplePractice account. You can learn how to do so here.

If for some reason you are not able to issue a refund directly from SimplePractice, you can do so from your Stripe dashboard. There’s a guide to that here. We submit refund requests to your customer’s bank immediately. Your customer sees the refund as a credit approximately 5-10 business days later, depending upon their bank.

Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued. Once issued, a refund cannot be canceled.

Accessing my Stripe Account

Stripe accounts are accessed with an email address, password, and two factor authentication (optional).

I forgot my password.

You can reset it at this link.

I’m having an issue with two factor authentication.

If you’ve enabled two factor authentication, but no longer have access to it, we have a troubleshooting guide here.

I’d like to know more

We’d recommend this link:

Identity Verification

Why do I need to provide an ID/personal information to Stripe?

Part of our responsibilities to our financial partners involves verifying your identity and confirming the legitimacy of your business. You can read more on that here.

We do not use this information for any other purposes, and we take your privacy and the security of your data very seriously. You can read about our security and privacy policy.

Who can I reach out to if I have a question?

That’s ok! Here’s a general breakdown of who to contact for what issue.

SimplePractice

SimplePractice Support can help you with anything that requires logging into your SImplePractice account. Common questions include:

Stripe

You can reach out to Stripe for questions around bank payouts, fraud, declines, disputes, and general payments processing. In order to make sure we can answer you as effectively as possible, please do the following:

  • Ensure you’re logged in before contacting us: you’ll be prompted to do so on our contact page.
  • Include as much information as possible (charge IDs like chXXX and payout IDs like poXXX)

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