YAPI Pay - Patient Troubleshooting Tips
There may be times when a patient calls saying they have a problem while trying to make a payment using the YAPI Pay link they received. Use this article to help guide you through what to do when this happens.
Table of Contents
- Patient Sees the Unable to Verify Screen
- Patient Sees the Request Canceled Screen
- Patient Can't Open an Attachment Included with the Request
- Patient Can't Successfully Make a Payment
Payment Shows as Incomplete in YAPI but the Patient has a Receipt and Payment Was Completed
Possible Cause : There could be many reasons why this is happening and we'll need to troubleshoot to determine a root cause
What to do:
- Gather as much information as possible from the patient:
- A copy of the receipt
- Payment date
- Payment posted date
- Card type (for example, Visa)
- Transaction ID (from the receipt)
- Contact YAPI Support by email (helpdesk@yapicentral.com) or phone (949-535-1059) and provide the information you gathered.
Patient Sees the Unable to Verify Screen
Possible Cause : Incorrect Date of Birth entered three times so the patient's identity couldn't be verified
What to do:
- Check the patient's date of birth in your practice management software.
- If there is an error, fix the patient's date of birth.
- Send a new payment request to the patient.
- Let the patient know they will need to use the link from the new text you sent them, not the original text.
Patient Sees the Request Canceled Screen
Possible Cause: Payment Request Canceled
What to do:
- Log in to the YAPI Practice Online Portal.
- Go the Complete Payments screen and find the patient.
- Let the patient know the request was cancelled.
- Optional: If you determine a payment is needed again, use the Create Payment Request button from the Incomplete Payments screen to send the patient a new request
Patient Can't Open an Attachment Included with the Request
Possible Cause: There may be an issue with their phone
What to do:
Patient Can't Successfully Make a Payment
Possible Issue: There may be an issue happening with our merchant partner (QorPay) or the patient has received an error
What to do:
Your next steps depends on if the patient is receiving a 2 or 3 digit error code.
- If there is a 2-digit error code, refer to the QorPay Payment Response Codes page to see what the 2-digit error code is and work with the patient to address the issue and help them make the payment.
- If there is a 3-digit error code, contact YAPI Support email (helpdesk@yapicentral.com) or phone (949-535-1059) and provide as much of the information below as you can:
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- What type of phone the patient is using
- What happens when the patient tries to pay
- If possible, have the patient get a screen capture of any error messages
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