Credit Card Decline Errors in Online Patient Payment Experience (Formerly QuickPay Portal)
Description:
- Many patients can’t make a payments on QuickPay Portal due to error “There was an error processing your credit card. Please try again or use another card.” Patients able to make phone payments using same cards.
- Credit card declined in online patient payment workflow’
- Sporadic, not happening to all patients
Applies To:
- Online Patient Payment Experience
- Formerly QuickPay Portal
Replication Steps:
- User enters the code found on the statement and successfully logs into the online patient payment experience (formerly QuickPay Portal)
- User is able to review balance and charges and designate how much to pay
- User enters credit card information, but upon submitting payment, user gets an error something like the transaction could not be processed, and to either try again or use a different card. Or there was an error processing your credit card.
Workaround:
If the user is unable to submit a payment using one or more valid credit cards, the user could potentially pay via the patient portal, through the mail, or by calling the provider’s office to pay over the phone.
Solution:
This is being investigated by our internal teams and this article will be updated as information becomes available. Thank you for your patience.
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