When something goes sideways, this guide helps your team identify the cause, correct it, and get checkout moving again.

This page covers:

• Common issues

• What they mean

• How to resolve them

• When to escalate internally

Troubleshooting

1. Payment Won’t Process / “Transaction Failed”

Possible Causes

• Card declined by bank

• Incorrect card number or expiration date

• Network interruption during processing

• Payment provider temporarily unreachable

• ACH delay or verification not completed

What to Do

1. Confirm the card details were entered correctly.

2. Ask client to try another card or payment method.

3. Refresh Payments (Launchpad → reopen).

4. Check your internet connection.

5. Confirm your clinic’s payment processor is connected in Admin → Payment Settings.

If issue persists:
Have an admin check the Payment Reconciliation dashboard in Business Presence for rejected or pending entries.

2. Payments Overlay Won’t Open

Possible Causes

• Browser pop-up restrictions

• Local cache conflict

• Permissions issue

• A modal from another workflow still open

What to Do

1. Close any open modals (CarePlan, Discharge, Workflow).

2. Refresh the page.

3. Try a different browser tab.

4. Make sure the user has checkout permissions.

5. Clear browser cache if it keeps happening.

3. Totals Don’t Match the Invoice

Possible Causes

• Line item not finalized or saved

• Duplicate or hidden items

• Discount not applied

• Tax configuration mismatch

• Partial payments applied earlier

What to Do

1. Return to invoice → Review all line items.

2. Confirm everything is saved.

3. Reopen Payments.

4. Check Admin → Pricing & Taxes for configuration issues.

5. Review Payment Reconciliation to confirm no prior partial payment exists.

4. Refund Won’t Process

Possible Causes

• Your payment provider has refund delays or restrictions

• ACH payments may be non-refundable until settled

• Partial refund attempted on an unsupported method

What to Do

1. Confirm the original transaction type.

2. Attempt the refund from the original invoice in ClinicOS.

3. If your processor rejects it, check Payment Reconciliation to see the processor message.

Note: Refund timing depends on the client’s bank, not ClinicOS.

5. Client Says They “Didn’t Get the Receipt”

Possible Causes

• Incorrect email

• Email went to spam

• Clinic email domain not recognized by the client’s provider

What to Do

1. Verify the client’s email address.

2. Resend the receipt from Payments or Invoice History.

3. If still failing, download the PDF and send manually.

6. Duplicate Payments or Double Charges

Possible Causes

• Client clicked twice

• WiFi dropped mid-transaction

• Browser refresh during payment

What to Do

1. Check Payment Reconciliation for duplicate entries.

2. Refund the duplicate entry if confirmed.

3. Mark both entries with internal notes.

4. Notify the client with the correction.

7. Split Payments Not Working

Possible Causes

• Unsupported by your connected payment provider

• One method was declined

• Attempting to split between two unsupported methods

What to Do

1. Verify which methods your processor supports.

2. Complete the first payment method.

3. Reopen Payments to apply the second.

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FAQ

Does ClinicOS store credit card information?

No. All card and bank details are handled and tokenized by your connected payment processor. ClinicOS never stores or transmits sensitive payment data.

Why do some ACH payments take longer?

ACH processing is controlled by the banking system. Settlement windows vary and can take 3–7 business days.

Can I edit an invoice after a payment?

Only with the correct permissions. Edits after payment automatically create adjustments in Payment Reconciliation.

Why can’t I process a refund over X amount?

Your connected processor may limit refund size or timing. Check Payment Settings and Payment Reconciliation for processor messages.

Can clients pay through MyPet?

Yes — as long as MyPet payments are enabled for your clinic.
Clients can:

• review estimates and CarePlans

• approve/sign

• pay invoices

• use stored payment methods

Who manages payment settings?

Admins only — under Admin → Payment Settings.