This article will explain how to handle any payment failures, and what to do if you decide to proceed with a session after the payment deadline.

Automatic payment process: Ensuring timely transactions

To support your private practice by providing a seamless booking and payment experience, Helpspace takes automatic payment for follow-up sessions 48 hours before the session start time. If a follow-up session is booked less than 48 hours before the session start-time, the client's card on record is charged immediately.

Handling payment failures: Prompting clients to update card details

In the rare event of a payment failure, clients will be promptly notified about the issue by email. They will receive a notification prompting them to update their card details to complete the payment.

Proceeding with sessions after payment deadline: Implications

The payment system will make a final attempt to process the payment 1 hour before the session start-time. Should this attempt fail, the session will be automatically cancelled by our system. Helpspace will notify you and your client via email that this has occurred. If you decide to proceed with a session for which no payment has been processed, please note that Helpspace cannot guarantee payment processing for that session. We recommend scheduling another session with the client, and perhaps reminding them to update their card details in their Helpspace account. Helpspace will do this via email, in any case.

Client support for payment issues

In the event that your client faces any payment-related difficulties, the dedicated Helpspace support team is available to assist. Clients can reach out to our support team for guidance on updating their card details and resolving any payment issues they may encounter.

Your Cooperation Matters

We kindly request that you avoid proceeding with sessions when you have been made aware that the payment has failed. Please do not take payment for the session by any other means, as once the client has updated their card details the session may be charged.

You can find out more about how to respond if a client offers to pay you privately here.