Help Center Membership Management: Fax, alerts, audit log and plans Payments page
Payments page
What it is
Everything the clinic's card processor knows about memberships, in three tabs: Subscriptions: every subscription at the processor, with the patient the portal suggests for it, Needs a decision: where the processor and the portal disagree, and Recent payments: the charges already on patients. A card processor is the company that runs the card (OptiMantra clinics bill through Authorize.net). The portal never charges or refunds anyone; it only reads what the processor reports.
Why it is there
OptiMantra does not tell the portal when a membership card is charged, declined or cancelled. The processor does. But a suggestion is only a suggestion, so nothing reaches a patient until a person confirms the subscription: you see every match before it counts.
Who can see it
Anyone with View patients, once a processor is set up under Admin → Settings → Payments (set up by Prescripta). With the processor on None the page, its nav link and its dashboard cards do not exist. Ticking, Confirm, Find patient…, Change patient…, Ignore, Unlink and Restore need Override membership status (owners, admins and providers by default); Add as patient also needs Add patients.
How to get there
Top bar → Payments. The dashboard cards Subscriptions to confirm, Payments declined (7 days) and Payments collected (7 days) open it too.
Subscriptions tab
Filters (buttons along the top, each with its count): To confirm (a patient is suggested), Not matched (no patient found), Confirmed, Cancelled (stopped at the processor), Ignored, All. The page opens on the first one that has rows.
Columns:
| Column | What it shows |
|---|---|
| Tick box | Only on rows that have a patient (suggested or picked by you). The box in the header ticks or unticks all of them in the current filter. |
| Payer at the processor | The name and e-mail on the subscription, the card (type and last four), and the customer id when there is one. |
| Subscription | The amount and how often (every month), the subscription's name and number (#74826734), and the next charge date. |
| Patient | The suggested patient (a link to their page) and why: EMR patient id on the subscription, same card as before, same e-mail, same name and amount, linked before (S23-5), check it, or picked by you. With no patient: the reason, and Possible: names when the portal saw more than one candidate. On confirmed rows: when and by whom, and how many past charges were imported (or importing history…). |
| Status | Matched, confirm, Not matched, Confirmed, Cancelled at processor, Ignored; what the processor says when it is not active; and N charges waiting: charges and declines the processor reported before anyone confirmed the row. |
Buttons:
- Confirm selected (n): confirms every ticked row after one check that lists the names. Confirm on a row does the same for that row. Confirming: links the subscription to the patient, applies the waiting charges in order (a waiting decline sets Payment failed; a waiting payment clears it), puts the next charge date and amount on the membership, and imports the subscription's payment history, the last 20 charges, which is all Authorize.net keeps per subscription, onto the patient's Payments card within a minute or two.
- Find patient… / Change patient…: a search box filled with the payer's name. Type two or more letters of a name or e-mail; click a patient and the row is ticked with picked by you. Then Confirm.
- Add as patient (Not matched rows), pick the membership type (pre-selected when the subscription's name matches one of your membership-type rules), then Add & confirm: a hand-entered patient is made from the payer's name and e-mail with the subscription's amount and next charge date, and the subscription is confirmed to them. Greyed out when the processor gave no name.
- New patient from the EMR: (name): shown on a Not matched row whose Customer ID is a patient your EMR has sent but who is not in the portal yet (Seen in EMR, no membership). Add as patient then uses the EMR's name, e-mail and phone (not the cardholder's) and keeps the EMR's patient id, so the EMR's next event updates the same patient.
- Ignore: the row stops waiting; its charges are not tracked. Nothing changes at the processor. For a subscription that is not a membership (a product club, someone you do not track).
- Unlink (Confirmed rows), the wrong patient: the link, the payments that came from this subscription and what the portal learned from it (card, e-mail) come off that patient, and the row goes back to Not matched.
- Restore (Ignored rows), the row comes back and the portal suggests a patient again.
Needs a decision tab
Where the card processor and the portal (or the EMR) disagree, the same list as Admin → Settings → Payments → "When the processor and the portal disagree", with what both sides show and the buttons for each kind (Keep on / Move to, Billing on purpose, Find their subscription / Not billed through the processor, Open patient (set type) / Leave as is / Ignore subscription, Amount is right). Empty: Nothing to decide, the processor and the portal agree. A row leaves by itself when the disagreement is gone (for example the subscription is cancelled at the processor, or the patient gets a membership type).
Recent payments tab
Each row: When · Patient (a link) · Amount · Status (Paid, Declined, Refunded, Voided) · Card · Matched by: subscription (a confirmed subscription), staff, or for a one-time charge customerId / card / email · Ref: the processor's transaction id and subscription number. Newest first, the last 200. One-time charges (a product sale at check-out, no subscription) appear only when the processor's customer id, a card or an e-mail ties them to exactly one patient; they never change a membership status.
When do rows appear?
- A new subscription, charge or decline shows within about a minute of the processor reporting it (the webhook).
- The morning run adds anything the webhook missed (Reconcile; an owner or admin can run it now under Admin → Settings → Payments).
- Confirming, ignoring or unlinking changes the page right away; imported history arrives within a minute or two.
Questions people ask
Q: Why aren't payments showing on my patients?
A: Their subscriptions are not confirmed yet. Open To confirm, check the suggestions, tick all that are right and Confirm selected.
Q: Can it just link them for me?
A: Yes, for the safest case: Admin → Settings → Payments → Confirm subscriptions with the EMR's patient id by themselves. Card, e-mail and name suggestions always wait for a person.
Q: The suggested patient is wrong.
A: Change patient…, pick the right one, Confirm. Already confirmed? Unlink, then confirm to the right patient.
Q: A charge says "1 charge waiting".
A: The processor reported it before anyone confirmed the subscription. It is applied the moment you confirm.
Q: Only some past payments came in.
A: Authorize.net returns the last 20 charges per subscription. A first payment OptiMantra took at check-out as a separate charge (not through the subscription) shows only if the processor ties it to the patient by id, card or e-mail.
Q: Can I see the full card number?
A: No. The portal keeps the card type and last four only.