Error Processing Credit Cards
Incident
Report for AdvancedMD
Resolved
This incident has been resolved.
Update
We are continuing to work closely with our third-party credit card partner to resolve the payment processing issue. We appreciate your patience and will provide further updates as soon as they become available.
Identified
We have identified that the root cause of the issue is a change made by our third-party credit card partner. We are working with them to resolve this issue.
Update
If you are encountering the 'Payment Failed' error, please try manually entering the credit card information directly into the patient portal as a workaround.
Update
For Telehealth, if your patients are experiencing issues joining their Telehealth call due to a payment error, we recommend temporarily enabling the "Allow patient to skip payment before joining the call" setting.
This setting can be found under System Settings | Telehealth Settings.
Please instruct patients to refresh their webpage if they still encounter the error after the setting is updated.
This setting can be found under System Settings | Telehealth Settings.
Please instruct patients to refresh their webpage if they still encounter the error after the setting is updated.
Update
Patient portal and telehealth payments may also be impacted by the credit card "Payment Failed Error."
Investigating
We are investigating an issue where users are experiencing a "Payment Failed Error" when processing credit card payments. Our technical teams are actively working to resolve the problem. Incident Managers will provide updates on the Status Page as more information becomes available.
This incident affected: Patient Engagement (Patient Portal) and Practice Management (PM), Telehealth.