Auto-Charging a Patient's Card on File
Applies to: Billing · Clinical Documentation · Reports
Overview
Auto-charge collects a patient's copay from the credit card saved on their profile, without a staff member running the payment by hand.
The charge is triggered by clinical documentation. When a billable note is finalized for a patient who has auto-charge enabled and a card on file, HelloNote charges the copay configured for that case. Nothing on the schedule triggers a charge.
| Consent required. Only enable auto-charge for patients who have signed your practice's authorization to store their card and charge it for future visits. Retain the signed form according to your practice's record policy. |
Before You Begin
Three things must be in place before a charge will occur:
- The patient has a usable credit card saved on file.
- Auto-charge is enabled on the patient's record.
- A copay is configured and effective for the date of service.
Auto-charge is off by default and is set per patient. Enabling it for one patient does not affect any other patient.
Step 1 — Enable Auto-Charge for the Patient
Open the patient's information page and locate the Patient Setting panel. Check Auto charge Credit Card on File.
A card must already be saved before the setting can be enabled. If you check the box for a patient with no card on file, HelloNote blocks the change and shows this message:
Save the patient record first, add the card, then return and enable Auto charge Credit Card on File.
To add a card, please refer to this Article
Step 2 — Configure the Copay
Go to Insurance > Payments Information and add the copay, including the effective date range. HelloNote only uses records that are active and effective on the date of service.
| This applies to every case type. The copay field is the single source for the auto-charge amount, whether the case is insurance or self-pay. If your practice bills a private-pay or deductible amount, enter it here as a copay. |
| Match the case. The Payments Information record must be on the same patient and case as the note. If the case does not match, no charge is calculated. |
Step 3 — Finalize a Billable Note
Finalizing a note that carries CPT codes triggers the charge. This is the only action that triggers an auto-charge.
What does not trigger a charge
| Action | Result |
| Changing appointment attendance, including to OK | No charge. Attendance has no effect on billing. |
| Finalizing a note with no billable CPT codes | No charge. |
| Saving a draft | No charge. |
| Adding an addendum to a finalized note | No charge. |
| Recording a Patient Responsibility of $0 | No charge. HelloNote treats $0 as intentional. |
Cancellation and no-show fees
These are configured separately at office level and are unaffected by the above. Where a No Show, Cancelled, Late Cancelled or Therapist Cancelled fee has been configured, it continues to charge. Where no fee has been configured, nothing is charged — HelloNote does not substitute another amount.
How Much Is Charged
The patient is charged the effective copay plus any credit card fee your practice has configured. The two are combined into a single transaction.
| The patient pays more than the copay where a card fee applies. If your practice has configured a credit card fee, it is added on top of the copay. Make sure your patient authorization reflects this. |
One charge per case, per service day
HelloNote charges once per patient, per case, per service day. Re-finalizing a note, or finalizing a second billable note for the same patient and case on the same day, does not produce a second charge.
A different case for the same patient on the same day is treated separately and may charge its own copay.
Managing the Card on File
While auto-charge is enabled, the patient must keep at least one card saved. You can replace a card at any time, but you cannot remove the last one.
Attempting to delete the only saved card produces this message:
To remove the last card, either add a replacement first, or turn off Auto charge Credit Card on File for that patient.
Reviewing Failed Charges
When a card is declined, the charge does not go through and the visit remains unpaid. Failed charges are listed under Reports > Financial > Failed Auto charges.
Set the From and To dates and select Generate. The report shows:
- A From and To filter on the charge date.
- Patient name and ID, charge date, amount, and the failure status — for example, Card Declined.
- Update card and Retry charge actions on each row.
Columns can be sorted one at a time and results are paged. Export to excel downloads the current results. Dates follow the office's time zone.
Correcting a Failed Charge
Correcting the card is not enough on its own — the charge must be retried before the entry clears.
- Locate the failed charge in Reports > Financial > Failed Auto charges.
- Select Update card and save the corrected card details.
- Confirm the retry when prompted.
[ Screenshot: retry confirmation prompt ]
If the retry succeeds, the entry is removed from the report. If the card is declined again, the entry stays on the report so it can be followed up.
| Saving a card does not clear the entry. If you update the card but do not confirm the retry, the failed charge remains outstanding and the visit stays unpaid. If the card update itself fails, an error is shown and no retry is offered — correct the card details and try again. |
Troubleshooting: No Charge Occurred
If an expected charge did not go through, work down this list.
| Check | What to look for |
| Auto-charge setting | Confirm Auto charge Credit Card on File is checked on the patient's information page. |
| Note type | Confirm the finalized note carries billable CPT codes. A note with no CPT codes does not charge. |
| Draft or addendum | Drafts and addenda do not charge. Only the finalization of the note itself does. |
| Patient Responsibility | If $0 was recorded, that is treated as intentional and nothing is charged. |
| Copay effective dates | Confirm the Payments Information record is active and its date range covers the date of service. |
| Case match | Confirm the Payments Information record is on the same case as the note. |
| Already charged | Check whether a charge already posted for that patient, case and service day. |
| Declined card | Check Reports > Financial > Failed Auto charges for the service date. |
| Cancelled or missed visit | Confirm a cancellation or no-show fee is configured at office level. Without one, nothing is charged. |
If all of the above check out and the charge still did not post, contact HelloNote Support with the patient name, date of service, and the note involved.
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