POPS FAQs/Troubleshooting

POPS FAQs/Troubleshooting

POPS FAQs

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?

  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.
  • QR Code Link: One Year
  • Best Practice: Patients should always use the most recent link that was sent to access POPS, not the oldest.
  • 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.

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
  • Ensure that the Statement Profile has the POPS link and POPS QR code selected for use on paper Statements.

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

  • 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.

Error 404 - Not Found (QR Code)

  • This message appears when the QR Code/link has expired.




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