Billing or Payment Issues

Applies to:
Patients

Summary:
This article covers common billing and payment issues and how to resolve them quickly.

Common Issues & Solutions

1. I Was Charged Unexpectedly

   • Review your recent appointments or subscription settings in your account

   • Check if someone else on your account (e.g., dependent) scheduled a visit

2. My Payment Didn't Go Through

   • Make sure your card is not expired or blocked

   • Try a different payment method if available

   • Check with your bank or card provider for any holds

3. I Can’t See My Invoice or Receipt

   • After logging in, go to “Billing” or “Payment History” in your dashboard

   • You should see downloadable receipts for all completed transactions

4. I Want a Refund

   • Reach out to support with the details of the charge

   • Include the date of the transaction, the email on file, and reason for your refund request
     Note: Refunds are subject to eligibility as outlined in our policy

5. I Was Double Charged

   • Double charges can occur due to failed attempts or retries — contact support for review

   • Provide a screenshot or your bank’s transaction log for faster resolution

Before Contacting Support

• Check your email for receipts or confirmation messages

• Log in to your account and review your billing history