• POPS can send Receipts via email if the option is selected in POPS Management.

How can a Patient manually print a POPS Receipt?

1. On the POPS Account Dashboard, select the Receipts link.
2. Select a Receipt.
3. Select Itemized Receipt.
4. 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.

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.

How long is a Payment link valid for?

• QR Code and QuickPay Links are good for one year (365 days), or until they have reached the maximum number of uses, which is managed from the POPS Group.

• If the link is expired, the Patient will receive the error message: URL Shortener Service Error 404 - Not Found.

• 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?

• Admin > POPS Management

• 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.

Error Messages

Payment Not Possible: Please contact X group to make a payment at this time.

• 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

• Mirror the Patient's POPS Experience to ensure that you are not receiving the error message.

• 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

• Contact Support.

URL Shortener Service Error 404 - Not Found

• This message appears when the QR Code or QuickPay link has expired, been overused, or no longer exists.

• The expiration of a POPS QuickPay link or QR Code can be managed from the POPS Group.