Does POPS send Receipts via Email or Text after a Payment is made?
- POPS can send Receipts via email if the option is selected in POPS Management.
How can a Patient manually print a POPS Receipt?
- On the POPS Account Dashboard, select the Receipts link.
- Select a Receipt.
- Select Itemized Receipt.
- Select the Print Icon.
Why is there a $0 POPS Payment?
Unless we see broad Payment errors, and most of the Client's POPS Payments are applying and processing as expected, there is most likely no issue on our end.
- The Patient's card may have had an issue.
- The Patient's browser may have had an issue.
- There could be a system deadlock which occurs when multiple activities are happening simultaneously in a database.
Does a declined POPS Transaction create a Receipt?
- A declined POPS Transaction creates a Receipt with a $0.00 Payment and a declined status.
What constitutes the Patient Balance in POPS, and are Collection Balances shown?
POPS bases the balances on the current open balance.
- Anything moved to Collections will update and will not be included in part of the Patient's open balance.
- Once any Patient open balance is moved to Collections, they will not be able to pay via POPS.
- Collections balances are not posted like regular Payments.
- Learn More: POPS Balance Calculations
Are POPS Refunds different than Merchant Services/Credit Card Refunds?
POPS Refunds follow the same procedure as Credit Card Refunds.
- Use the Refund button on the Receipt Dashboard.
If the Client opts a Guarantor out from text notifications, can the Guarantor still receive a two-factor authentication via text?
- Yes. Opting out does not affect the ability to receive notifications for MFA.
How long is a Payment link valid for?
- Best Practice: Patients should always use the most recent link that was sent to access POPS, not the oldest.
Can we extend the length of time that a Payment link is valid for?
- Option 1: Select the Allow Session Extension checkbox.
- Option 2: Enter a larger number in the QuickPay Max Access Attempts field.
- Additionally, the Practice should inform Patients to use the most recent link that was sent.
Is there a fee to utilize Google Pay?
- There is no extra charge for Google Pay.
Are Google Pay or Apple Pay available?
- Google Pay is available through Nexio.
- Apple Pay is an upcoming enhancement.
Can a Patient make a Payment through POPS if they have a zero balance?
- Scenario: The Patient would like to place a Credit on their account to put towards upcoming visits.
- The Patient cannot make the Payment through POPS.
- The Patient can call the office directly to make a Payment and keep funds in Escrow or as a Credit.
Do Patients have to use a cell phone number to receive an MFA code to access POPS?
- Scenario: The Patient does not have a cell phone.
- The Patient can use their Email to receive the MFA code.
POPS Troubleshooting
Access Troubleshooting
An individual Patient is struggling to access POPS (not a site-wide issue)
- Ensure the SMS link is correct.
- If the Patient is copying and pasting the SMS link, make sure they have removed the quotation marks around the link.
- Example: "www.stmtpay.co/sx29tQ" should be pasted as www.stmtpay.co/sx29tQ
- Ensure that the QR Code has not reached the maximum access entries allowed.
- Admin > POPS Management > QuickPay Max Access Attempts
The POPS link on a paper Statement does not appear to be working
- Ensure that the Statement Profile has the POPS link and POPS QR code selected for use on paper Statements.
Error Messages
- If there are patient payments that have not been applied, a payment cannot be posted through POPS.
Payment Not Possible
- Ensure that there is not Escrow on the Patient's account.
- Escrow must be posted for Patients to access POPS.
- Logic: This prevents frequent over payments due to money in Escrow.
Virus Detected
- If the error message is not appearing, the issue is on the Patient's computer.
Java Script Error
- This message appears when the Patient enters their Credit Card information and selects the Process button.
- Check if Merchant Services are down.
Tokenex Issue 6000: Error Decrypting Value
Error 404 - Not Found (QR Code)
- This message appears when the QR Code/link has expired.