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

Possible Cause : Incorrect Date of Birth entered three times so the patient's identity couldn't be verified

What to do:

  1. Check the patient's date of birth in your practice management software.
  2. If there is an error, fix the patient's date of birth.
  3. Send a new payment request to the patient. 
  4. 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:

  1. Log in to the YAPI Practice Online Portal.
  2. Go the Complete Payments screen and find the patient.
  3. Let the patient know the request was cancelled.
  4. 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:

  1. Gather the following information:
    • What type of phone the patient is using
    • What happens when they try to open the attachment
    • If possible, have the patient get a screen capture of any error messages
  2. Contact YAPI Customer Support via email (helpdesk@yapicentral.com) or phone (949-535-1059) and provide as much of the information listed above as you can.

Patient Can't Successfully Make a Payment

Possible Issue: There may be an issue happening with our merchant partner (QorPay)

What to do:

  1. Gather the following information:
    • 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
  2. Contact YAPI Support email (helpdesk@yapicentral.com) or phone (949-535-1059) and provide as much of the information listed above as you can.

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