What to Do When a Patient Receives a Payment Failed Notification

Payment failures can occur for several reasons, and it’s important to understand the possible causes so you can guide your patients in resolving the issue. Common reasons for a payment failure include issues with ACH transfers or credit card payments.

For ACH payments, the failure may be due to:

• Insufficient funds in the patient’s bank account.
• Incorrect bank account details.
• Bank restrictions or account holds.

For credit card payments, the failure could be due to:

• Expired or canceled credit card.
• Insufficient credit or funds available.
• Incorrect card details (e.g., incorrect card number, CVV, or billing address).

When a payment fails, the patient will receive a notification that clearly indicates which payment method has caused the issue, whether it’s an ACH transfer or a credit card payment.

Here’s what you can do to assist the patient:

1. Review the App for Payment Details:

   Instruct the patient to open the SigmaMD app and log in to their account. They can then navigate to the payments section to see specific details about why the payment failed.

2. Check with the Bank or Payment Provider:

   Sometimes, the issue lies with the patient’s bank or payment provider. If there are restrictions or issues with the account, encourage them to contact their bank or payment provider for more information.

At SigmaMD, we’re here to ensure a smooth experience for both clinicians and patients. If any issues arise, we’re ready to assist you through the process.