YES! This is still a HUGE issue that is creating frustration for my longterm clients who think they just need to go into the portal to add their card info, not knowing that I have no way to access the CVV because the portal doesn't allow them to enter it or store it. It creates a domino effect of me having to ask them all over again for their card info (I do have a New CC Authorization Form that I then send in the portal), clients telling me they've already added it to the portal (which is true), but me then having to explain that their portal account actually doesn't ask them for all of the information I need to charge that new card they ALREADY entered... which then leaves both of us frustrated!! Clients don't like being sent in circles and they think they have a user friendly portal to DIY their necessary updates.
We are having an issue where, if clients enter payment info on their end of the client portal, we as clinicians don't have that info saved and visible on our end.
I can only use their card on file if I input it the info in myself. I have had clients complete session payments on their end, but that did not allow me to see or charge their card for future sessions.
In other words, can you make uploaded payment info visible on both ends? When the client puts in their card info from their end of the account, can that be saved and accessible for me as the clinician to also see and use for future payments?
Yes! I echo what everyone else has said. This has severely impacted our ability to collect payments. It is a weekly source of frustration both for myself and our clients.
If a client updates their card in their portal for future sessions, without making a payment, the CVV code is not collected. When the card is needed to be utilized at a future appointment, we have to call or message the client to get this code. Theranest needs to collect the CVV code when the client updates their payment method in the portal without making a payment.
Apparently when clients add or update their credit card on file themselves it doesn't ask or save the CVV, which makes it impossible for me to run a payment for them without getting that CVV from them. So what is the point of giving that option if I still have to talk to them about the card, makes zero sense. I have two overdue invoices because the clients' cards expired in July but I still can't accept payment for those due to missing CVV.
I have seen multiple people request a way to save a card on file without charging the card. This is the same response every time.
"TheraNest requires charging a client's credit card before storing because this would be a violation of PCI-Compliance. The storage of a CVV is not allowed by the Card Brands or by the Payment Card Industry Data Security Standards (PCI, DSS or PCI). Storage is not allowed in any format (electronically, encrypted, on paper, etc.). We apologize for any inconvenience this causes."
I hate to name drop but somehow Simple Practice has found a way around this and allows cards to be saved and enrolled in auto pay.
YES! This is still a HUGE issue that is creating frustration for my longterm clients who think they just need to go into the portal to add their card info, not knowing that I have no way to access the CVV because the portal doesn't allow them to enter it or store it. It creates a domino effect of me having to ask them all over again for their card info (I do have a New CC Authorization Form that I then send in the portal), clients telling me they've already added it to the portal (which is true), but me then having to explain that their portal account actually doesn't ask them for all of the information I need to charge that new card they ALREADY entered... which then leaves both of us frustrated!! Clients don't like being sent in circles and they think they have a user friendly portal to DIY their necessary updates.