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.

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.

Does POPS Show Small Balances?

  • Yes, POPS shows all balances regardless of how small they are.
  • The Statement Setting MINBALANCE does not affect POPS balances.

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.
  • If the Patient sees a screen stating the link has expired, the QR Code or QuickPay link has expired or reached its maximum access attempts. See Payment Link Expired for more information.

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 remain valid until one of the following occurs:

  • One year (365 days) passes from the date the link was created.
  • The link reaches the maximum number of access attempts, which is managed from the POPS Group.

When a Patient opens a link that has expired or reached its maximum access attempts:

  • POPS displays a screen stating the link has expired. See Payment Link Expired for more information.
  • The Patient can contact the Practice for a new link or log in to POPS to make a Payment.
  • Patients should always use the most recent link they received rather than an older one.

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

  • 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.

Payment Link Expired

  • This screen appears when a Patient opens a QR Code or QuickPay link that is expired.

  • The Patient has the following options:
  • Contact the Practice to request a new QR Code or QuickPay link.
  • Log in to POPS to make a Payment.
  • To help the Patient resolve the issue:
  • Send the Patient a new QuickPay link or QR Code.
  • Direct the Patient to use the most recent link they received.
  • If Patients reach the limit often, review the QuickPay Max Access Attempts value in POPS Management.

URL Shortener Service Error 404 - Not Found

  • This message appears when a QR Code or QuickPay link meets either of the following conditions:
  • The link no longer exists.
  • The link was entered or copied incorrectly.

  • To resolve this error:
  • Confirm the Patient is using the complete link exactly as it was sent.
  • Send the Patient a new QuickPay link or QR Code.
  • If the link has expired or reached its maximum access attempts, the Patient sees the Payment Link Expired screen instead of this error.


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