zHealth Pay - Frequently Asked Questions
Q: When trying to refund a patient, we get an “unexpected error”. Why is this happening?
A: This could be happening for a couple of reasons:
Normally you can only do a refund with available funds, (not pending). However, ProPay also adds a "negative allowed limit" to an account that auto sweeps, since as soon as funds move from pending to available - they are sent out via bank transfer.
Our default negative allowed limit is $2,000. If a clinic needs to refund more than $2,000 we’ll need to request this from ProPay.
zHealth Pay refunds need to be made from the original transaction. Often times, charges more than the invoice are made on the invoice for DOS transferring the overpayment to the patient’s credit. If this is the case, we also see that credit from the overage are used on different invoices. Refunds on an invoice can’t be made if credit is transferred to the patient’s credit then used on other invoices.
To fix this, the clinic will need to note all the credits used on other invoices and delete those payments (but make note of them if they need to be put back). Once the credits are deleted, go to the invoice where the charge originated (delete any overpayment that went to credit), refund the patient the desired amount (all or partial). Then, click recalculate and save. From there you can utilize the credits again if need be.
Note (and to avoid this in the future): zHealth recommends utilizing the patient credit for any payments that are not on the invoice yet, payments larger than the amount due of an invoice, or prepayments that will cover multiple dates of service. The patient’s credit can be thought of as the patient’s bank or holding account.
Q: Does zHealth deposit a large lump sum or does each payment hit a clinic’s account individually?
A: The money that goes into the bank account is not the complete transaction amount. If a clinic processes a $30 transaction, we subtract the processing fee ($1.35) and the balance amount that will go to their bank account will be $28.65
If a clinic processed multiple transactions during the day, all of those balance amounts are combined and deposited as a lump sum amount. The Sweep Report will show you what funds are sweeping to the bank as a lump sum.
A: This field does not currently populate anywhere, but something we are looking into utilizing in the future.
Q: What is the timeframe for charges to hit our bank?
A: Funding should happen in 2 business days.
Here is more of a breakdown:
Funding cutoff: zHealth’s funding cutoff time is 6pm Mountain Time
Sweep times: zHealth is currently set with a sweep time of 7:30pm Mountain Time
Settlement times: This is when the money becomes available in the ProPay account. There are various times and there's not really anything to do to influence them. These are automated times that our system puts the money in.
Holds and deposits: zHealth has moved from a 1 day hold to 0 day hold (as of Sept 2023).
Example:
A transaction is on Thu, 6/1 @ 9am MT
zHealth’s funding cutoff is at 6pm MT, so the transaction will fund at 6pm MT on Thu, 6/1.
The batch of all funded transactions are swept at 7:15pm MT on Fri (via ProPay’s sponsor bank, Wells Fargo, via an NACHA file)
Wells Fargo processes it and sends it to the FED.
The FED usually takes a day to then send it on to the customer’s bank account (weekends do extend that timeframe) based on settlement times as early as Fri AM.
Some merchants get money the same day we sweep it if they bank with Wells Fargo, since that is who ProPay uses. I think Wells Fargo does just a simple transfer in their system instead of sending it out to the FED.
Here is the flow:
Thurs | Fri | Sat | Sun | Mon |
1-Jun | 2-Jun | 3-Jun | 4-Jun | 5-Jun |
Transaction happens — Swept that night at 7:15pm MT | Sends to FED. Either processes today or early Mon | Weekend | Weekend | The Fed sends money to the Bank. |
The fund date is only an indicator of when the transaction is eligible to fund, not an indicator of when it is available to the merchant. The gap between the transaction date and fund date is a result of funding cut off times and hold days, but you can always be confident that the fund date is merely an indicator of when it will be included in a sweep batch.
As to when that sweep hits the merchant's bank, that is going to be up to the bank; larger banks tend to be faster, smaller credit unions tend to be slower, etc. It can take between two to three business days from the sweep date for the merchant to see funds, it will all depend on the financial institution.
Q: Can a customer choose not to accept a certain type of credit card (for example, AMEX)?
A: We don’t have a way to remove a card. A clinic can choose to accept a different card but zHealth is not able to block online payments from a certain card. We accept MC, Visa, Discover, and AMEX.
Q: What is the default limit for credit card processing?
A: By default, the limit is $20,000 per clinic per month and $2,000 per transaction (ProPay allows clinics to charge up to 3x as much (e.g. $60,000 per month and $6,000 per transaction). If a clinic needs a higher amount, please reach out to zHealth Support with the amount you'd like to increase it to. We may ask for supporting documentation (usually 3 months of bank statements, etc.).
Q: What is the timeframe for refunds to hit the patient's bank?
A: Times vary depending on the patient’s bank. Typically this should happen in 3-7 business days.
Q: Can we install the terminal software on multiple computers for a single facility?
A: You can install the software on more than one computer or have more than one terminal/reader, but only one terminal/reader can be active at a time or the transaction won’t know which application to use.
Q: Can we install the terminal software on the same computer for multiple facilities?
A: We recommend each facility install the software on a different computer in order for the transaction to know which application to use. The activation code is per facility, not per terminal/app so if using just one computer, the office would have to change the activation code to the correct facility each time they’d want to switch.
Q: Does zHealth Pay accept all card types (prepaid cards, debit cards, etc.)?
A: Yes, all credit/debit cards (VISA, Mastercard, Discover, and American Express) are accepted.
Q: Can we send invoices to patients and they can pay online?
A: Yes. zHealth Pay Customers can send (email and/or text) for both invoices and billing statements to patients for them to pay in full online.
Q: What is needed if a customer needs to change/correct their bank account or routing number?
A: They need to update the information under Update Info/zHPay Edit Profile/Checking Account. Once done, click update which will send two deposits to their bank. Once they receive those deposits, they need to come back and select “click here” to verify the amounts which will activate the new sweep.Q: Does zHealth Pay accept CareCredit as a payment option?
Q: Does zHealth Pay support CareCredit as a payment option?
A: We do not support CareCredit as an option. CareCredit card is not backed by any major credit card network and only works at affiliated locations. So if your clinic wants to use CareCredit, you will need to contact them and sign-up with CareCredit. The processing of transactions will not happen through zHealth Pay.
Q: What if the transaction can’t be found or trying to delete a pending transaction doesn’t work when a clinic has the 409 error?
A: You may see the error "Transaction could not be canceled" even when the transaction actually gets canceled so it may have actually worked.
The 409 error also comes when the second transaction starts before the earlier one times out so that may be the issue as well and is now fixed. Please check with the clinic to see if they can charge again.
Q: What is the required operating system for a PC?
A: As of May 2023, PCs require Microsoft Windows 10 or 11.
Q: We have each person in the office login to the computers through Windows. We currently do not have a generic login for our front desk staff to use. If we did, and the reader was attached to that generic login, then I believe it would work as stated as we would just sign into zHealth via the internet off said generic login. If this is the case, this may cause some issues as our other programs are login specific but that does need to be verified.
A: The problem is that you're running a multi user configuration on a Windows machine, and then trying to run a service that uses blocking calls across multiple user accounts without using group policy editor for process control. A windows SA, or MCSE would be able to sort this out as it is a common task for a windows systems admin.
Basically, what you need to do is isolate the Cloudbridge process to each user account, so that as a user logs out, it stops CB on logout and when a user logs in, it starts it. This is pretty simple to do with policy editor under Win10 Pro, but you do need to know what you are doing. It can also be done with Powershell scripts.
The equivalent can be done using zsh scripting on Mac or Linux. There is is far more easier to implement.
For windows users logging out:
In windows, you need to use the group policy editor and define a script to be run before logout (gpedit.msc -> User Conf -> Windows Settings -> Scripts -> Logoff). You need to point it at a powershell script that can be as simple as the one liner:
taskkill /IM AnyPayCloudBridge /F
For windows users logging in:
In group policy editor, set a script for pedit.msc -> User Conf -> Windows Settings -> Scripts -> Logon
The script will be a one liner, something like
Start-Process -FilePath "C:\Program Files (x86)\AnywhereCommerce\AnyPay Cloud Bridge.exe"
More on group policy editor and how to use it to manage login and logout events can be found here:
And various sample scripts can be found here:
If you know a local MCSE or Windows Admin, we can prompt them for advice. They can probably set this up for your clinic in 5 minutes.
Q: What is the required operating system for Mac?
A: As of May 2023, Mac desktop and laptops require Apple Ventura with M1 or M2 chips.