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Kareo Help Center

Stripe FAQs

Stripe User Account Information

 

Question Answer Additional Links
How can I change the email address that emails from Stripe are sent to? 

In Stripe:

1. Go to the Account Details page and enter a new email address.

2. Click the Done button. 

Stripe will email the current owner's email with a confirmation link. Once the owner clicks the link sent, Stripe will finalize the update.

If there are multiple employees that the account owner would like an email to be sent to when a payment is successful, follow the instructions in this link to the right.

Update Email in Stripe:

https://support.stripe.com/questions/how-can-i-change-the-email-address-that-emails-from-stripe-are-sent-to

Add Team Members:

https://stripe.com/blog/teams

Email Notification Settings:

https://support.stripe.com/questions/payment-email-notifications

After processing a patient payment, how long will it take before I see this within my bank account?

Stripe clients will receive a deposit within their account 7 days after the payment has been processed

  • If the payment has not been received after 7 days, log into Stripe and confirm your bank information. 
  • Within Stripe, you can see a list of all transfers pending and when they should reflect on Stripe's Dashboard.

Transfer Schedules:

 https://support.stripe.com/questions/bank-account-and-transfers#first-transfer

How do I search for a payment within Stripe?

You can perform payment searches directly from the Dashboard within Stripe. 

The Stripe Dashboard allows you to search by the following information:

  • Last four-digits of the card number 
  • Card Expiration-Date
  • Card Brand
  • Email Address or Email Domain
  • Amount of Payment
  • Receipt ID from email receipt
  • Stripe-specific identifiers (customer ID and charge ID)

Searching for Payments within Stripe: 

https://support.stripe.com/questions/how-can-i-find-the-charges-and-other-transactions-associated-with-each-transfer

Can I change how often I get a deposit from Stripe?

By default, Stripe accounts are automatically set to transfer the account balance on a 2-day rolling schedule

  • Transfers are made daily.
  • Transfers are composed of the payments that were processed 2 days prior.

To modify these settings to receive a weekly and monthly transfer:

1. Go to the Accounting Settings area of Stripe.

2. Scroll to the Transfers section of the page.

3. Click Change Schedule to edit the existing settings.

Automatic Transfers:

https://support.stripe.com/questions/bank-account-and-transfers#automatic-transfers

Transfer Schedule (Weekly or Monthly Only):

https://support.stripe.com/questions/bank-account-and-transfers#alternative-schedules

 

 

Am I going to receive tax forms from Stripe?

Every year, the United States Internal Revenue Service requires that Stripe provide a form called a 1099-K for each account that meets all of the following criteria in the previous calendar year:

  • Account is based in the United States (Owners do not need to be US citizens)
  • More than $20,000 USD in total gross volume
  • More than 200 charges

The 1099-K is a purely informational form that summarizes the sales activity of your account and is designed to assist you in reporting your taxes.

It is provided to you and to the IRS, as well as some US States.

Information About Tax Forms:

https://support.stripe.com/questions/will-i-receive-a-1099-k-and-what-do-i-do-with-it

Does Stripe have a phone number I can call?

Stripe does not have a phone number, but you can open a Help Ticket with them by email.

Stripe can be emailed directly at the following address:

Support@Stripe.com 

Stripe Support Contact Information:

https://support.stripe.com/questions/do-you-have-a-phone-number-i-can-call

 

Refunds, Denials, and Disputes

 

Question Answer Additional Links
Why was my patient's card declined?

A patient's credit card can decline for multiple reasons. The decline reason will appear in Stripe's Dashboard. 

  • In Kareo, if a payment is denied it will say "This Transaction Could Not Be Processed".

If the reason is not clear, please reach out to the patient and/or the patient's issuing bank for further details.

Credit Card Declined:

https://support.stripe.com/questions/why-was-a-customers-charge-declined

How can I process a refund?

In Stripe's Dashboard:

1. Navigate to the Payments Overview window.

2. Select the "•••" icon to the right of the charge.

3. Click Refund Payment.

Depending on the patient's bank, he or she will see the refund appear anywhere between 5-10 business days later.

The refund will still need to be recorded in Kareo. Log into the Desktop Application and follow the instructions in this article. 

Process a Refund:

https://support.stripe.com/questions/how-do-i-issue-refunds 

Can I delete or void a credit card payment within Stripe?

No-payments can only be refunded through Stripe.

Please see question above for instructions on how to refund a Stripe payment.

 
I just received a notification from Stripe about a disputed charge.  What now?

When Stripe receives a notification of the disputed charge from a patient, they will send the account owner an email with the details.

Stripe will deduct the disputed amount and fee from the account the day after the dispute is received. 

  • If the Stripe customer chooses to respond to a dispute, Stripe will forward any documentation to the patient's credit card company.
  • If the Stripe customer wins the dispute, Stripe will deposit the amount back into the customer's account the next day.

Dispute Process: 

https://stripe.com/docs/disputes/faq#how-does-the-dispute-process-work

 

Stripe in the Kareo Web and Desktop Applications

 

Question Answer Additional Links
How do I process a credit card while using the Platform? There are several ways a payment can be initiated within the Platform:

From the Agenda:

  1. Hover over the Platform icon and choose the Agenda option.
  2. Click a patient's name to open the appointment record.
  3. Select the More Options dropdown and choose Collect Payment.

From the Patient's Record:

  1. Enter the first three letters of the patient's first or last name in the top search bar.
  2. Select the patient's name when it appears in the list, which will bring you to the patient's record.
  3. Click Click Payment in the upper right of the window.

Once in the Collect Payment window, follow the instructions in this Help Center article.

Collect a Copayment or Payment: 

https://helpme.kareo.com/Platform/01_Agenda/Collect_Copay_or_Payment

How do I process a credit card while using the Desktop Application? There are several ways a payment can be initiated within the Desktop Application:

From the Appointment:

  1. Select Appointments from the top menu bar, then choose Daily Calendar.
  2. Double-click on the appointment and select the green Collect Patient Payment button at the bottom of this window.

From the Patient Record: 

  1. Select Patients from the top menu bar, then choose Find Patient.
  2. Click on the patient's first and last name to open their Edit Patient page.
  3. Select the green Collect Patient Payment button at the bottom of this window.

Once the payment window is open, follow the instructions using this article.

Process a Patient Credit Card Payment through Stripe:

https://helpme.kareo.com/01_Kareo_PM/04_Settings/Patient_Payments/Activate_Patient_Payments_Feature_(Credit_Cards_%2F%2F_Stripe)

How do I process a credit card from an insurance company using Stripe?

Stripe is only used for patient payments as the processed payment will link to a patient's record within the Desktop Application. Stripe also charges a fee for processing the transaction, so it is not recommended to use Stripe to process these payments.

Reach out to the payer for more clarification if this can be distributed by a different method or reach out to your bank to see if they can process this directly.

 
How can I tell if a payment is from Stripe?

The quickest way to identify if a payment is from Stripe is to confirm the method and authorization number found under Encounters>Find Payments.

These are the characteristics of a Stripe payment:

  • Method will be credit card and the field will be grayed out.
  • Authorization Number will start with a "ch...".
  • Authorization will be a hyperlink

The Authorization number is also referred by Stripe as the Charge Detail ID which is needed when reviewing declined charges. 

The hyperlink will link you to details specific to this charge including a Transaction ID.

 

 
How can I delete a patient's credit card on file or edit the credit card details?

A payment card stored in the patient's record can be edited or deleted through the Account tab in the Platform. 

To access this, please review the instructions found in this article.

How to Edit or Delete a Patient Payment Card:

https://helpme.kareo.com/Platform/020Basic_Patient_Information/Account/Delete_Patient_Payment_Card

Do I have to enable the Patient Portal to use Stripe?

Only the Desktop Application Patient Portal must be activated, which can be set up through Settings> Patient Portal. This will redirect you to the Patient Portal activation page.

It is not necessary to activate the Platform Patient Portal to use Stripe. The Platform Patient Portal would allow patients to view lab results and send messages in addition to making payments. 

 

Set Up and Access Patient Portal:

http://helpme.kareo.com/01_Kareo_PM/04_Settings/Patient_Portal/Set_Up_and_Access_Patient_Portal

Can I put a patient on a payment plan using Stripe? No. Currently, the option to place a patient on a payment is not available through the Kareo integration.  

Will I receive a swiper for Stripe or can I use my existing swiper with Stripe?

Swipers are currently unavailable for use with Stripe. 

All credit card information must be manually entered.

 
How can I prevent my patients from using the one-time service link on the patient statement?

Currently, there is not setting within the Desktop Application or Platform which would prevent this link from appearing on patient statements.

As a Kareo Best Practice, we recommend that users add a Global Note to their statements requesting that payments be made in-office.

To add a Global Note, navigate to the Desktop Application and follow these instructions:

  1. Select Settings from the top menu bar. Choose Options, then select Patient Statement Options from the list that displays.
  2. In the Edit Patient Statements page, enter your note in the Global Message fields on the far-right.
  3. Save.

Configure Patient Statement Settings:

https://helpme.kareo.com/01_Kareo_PM/04_Settings/Options/Patient_Statement_Options

 

Issues

Question Answer Additional Links
My patients are not receiving their email receipts!

Receipts can be sent from both Stripe and Kareo.

Stripe Receipts

In Stripe, confirm that this setting has been enabled within your account by following the instructions below:

  1. Log into Stripe.
  2. Select Your Account in the upper right-hand corner.
  3. Click Account Settings, then choose Emails.
  4. Confirm that the Email customers forSuccessful payments has been selected.
  5. Done.

Kareo Receipts

After collecting the patient payment in the Platform, you can Print or Email a receipt to a patient in the Receipt window that automatically appears.

To view these options, refer to this article.

 

 

Enable Email Receipts from Stripe:

https://support.stripe.com/questions/email-receipts

Kareo Receipts:

https://helpme.kareo.com/Platform/01_Agenda/Collect_Copay_or_Payment

 

Funds are being deposited into the wrong bank account! 

These should be going to a provider's bank account from another practice.

For Kareo users who have multiple practices within their Kareo Account, best practice is to log out of Stripe before running a credit card for another practice.

This ensures that you are logged into the correct account.

If funds have already been sent to another provider's account, the practice can either refund the payment from one account and charge the patient's card from the correct account or contact Stripe Support for further assistance.

 

What happens if I am not receiving funds into my bank account? 

Where are those payments going?

If funds are not being received into your bank account, confirm the bank account information within Stripe.

  • The bank will return the funds to Stripe, which can take up to 5 business days.
  • Stripe will notify the account owner by email
  • Stripe will post a notification in their Dashboard

Once you receive an email from Stripe, re-enter your bank account information. Stripe will then re-try any failed transfers using the new information.

Transfer Failures:

https://support.stripe.com/questions/bank-account-and-transfers#transfer-failures