Question
The system is billing a different payment method than the one that was saved as a default payment method for that Purchase Option. Why is the system using a different payment method?
Answer
There are three possible reasons why the system is billing a different payment method for Purchase Options with auto-payments. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
The credit card isn't saved to the location where the Purchase Option was initially sold
The credit card isn't saved to the location where the Purchase Option was initially sold
By default, Purchase Option auto-payments are charged to the location where the Purchase Option was initially sold.
To resolve this issue, you must update the client’s credit card information for the location where the Purchase Option was initially sold. If this option isn’t available, please contact WellnessLiving Support for assistance.
Additionally, the credit card may not be saved to the location where the Purchase Option was initially sold if the merchant processor had recently been changed. All saved credit card information will be lost.
The client's home location was changed
The client's home location was changed
If a client’s home location was updated, any auto-payments that were set up at the original home location will fail at the client’s new home location.
To resolve this issue, you must update the client’s credit card information at the client’s new home location or revert the client’s home location to the original home location. If this option isn’t available, please contact WellnessLiving Support for assistance.
The client doesn't have a credit card saved to their profile
The client doesn't have a credit card saved to their profile
If an automatic payment is charged to a client and they don't have a stored credit card saved to their profile, the amount owed will be billed to their account. To resolve this issue, see To add or modify a saved credit card on a client's profile under Managing a client's credit card information.