Stripe for Online Payments

Stripe

Setting up Stripe allows you to process payments from your client via Credit Card, HSA, or FSA cards. When you click Setup Stripe you will be temporarily redirected to Stripe's website to create or link to an existing Stripe account. We will transfer and autofill as much of the Stripe setup form as possible, but you will need your bank account information available to enable deposits.

Credit Card Errors and Declined Transactions From Stripe

We integrate with Stripe who handles all of the credit card processing. While the vast majority of times transactions are processed smoothly, occasionally Stripe is unable to process charges. Most of the time transactions fail because banks decline to process the charge for a number of reasons.

Error Likely root cause Course of action
Invalid CVC, Invalid Card Number, Invalid Expiration
User typed in incorrect information
Ask client to double-check information on the card and have client re-enter the credit card authorization form if the information is incorrect. If the information is correct, ask the client to contact their bank to determine why the bank is returning that error.
Insufficient Funds
Mainly happens with HSA and FSA cards when card is exhausted.
Have client deposit money into the account or send a new credit card authorization form for the client to add an additional credit card.
Problems with HSA and FSA cards
Stripe business classification doesn't allow for HSA/FSA transactions or bank is declining the charge.
Some HSA and FSA cards will be declined if Stripe doesn't recognize the charges are healthcare related. By default, Sessions Health sets up a business classification to allow HSA and FSA cards during your account integration. However, in some circumstances, Stripe doesn't recognize that classification. Please see this article for more details and contact Stripe to ensure your account is setup to receive HSA and FSA cards.

Note: Even if your account is setup to receive HSA and FSA cards, some banks may still decline the charge for their own reasons. Your client may need to contact their banking institution to understand why their card is being declined.

Other errors
The bank is declining the charge and Stripe is passing on the message from the bank.
The first step to take when a transaction is declined and it's not clear why, is to ask the client to contact their bank. If it's unclear after talking with the client's bank why a charge is being declined, our recommendation is to contact Stripe. We advise using their Live Chat (rather than email) at https://support.stripe.com (you should see the Contact Us control in the bottom right to expand the chat feature).

Payout

Stripe determines the payout timing of your payments collected through Sessions Health. It's generally 24-48 hours.

Stripe Connection Troubleshooting

Sessions Health uses Stripe to process payments. We integrate with Stripe, but some problems may need to be handled on their website.

You can access to your Stripe Dashboard by logging into your Stripe account at https://dashboard.stripe.com/login. You can access Stripe support at https://support.stripe.com/

Changed Business Name

If you changed your business name, it will need to be updated in Stripe so that the business name and tax-id match.

Wrong bank account

For incorrect banking information, this Updating existing bank account information article from Stripe's support site may be helpful.

Updating Business Information in Stripe

You can update that information by first going to your Stripe Settings page (clicking on the gear/cog in top-right corner) Next, under Business Settings, click the Bank accounts and scheduling link:

This will bring you to your bank account information and an Edit button to update your information.

Accepting HSA and FSA Cards

Some HSA and FSA cards will be declined if Stripe doesn't recognize the charges are healthcare related. By default, Sessions Health sets up a business classification to allow HSA and FSA cards during your account integration, however, some circumstances result in Stripe not recognizing that classification. Please see this article for more details and contact Stripe to ensure your account is setup to receive HSA and FSA cards.

Note: Even if your account is setup to receive HSA and FSA cards, some banks may still decline the charge for their own reasons. Your client may need to contact their banking institution to understand why their card is being declined.

Frequently asked questions

How do we get paid?
If you are using online billing, all payments go through Stripe. When you set up online billing, you connected your Sessions Health account to your Stripe account. If you have a bank account associated with your Stripe account, you will be paid by Stripe directly to that bank account. To change these settings, visit your Stripe dashboard.

Is there any way to play with billing and creating invoices without having to sign up with Stripe?
Yes - you can use any of the other payment type options (ie, offline credit card, cash/check, etc.) and still be able to test around with invoices.

What are the fees for refunding a payment?
We use Stripe as our credit card processing service. Please read their policy.

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