If an instalment fails or is declined, you can request new card details to attempt payment for the missed instalment and resume scheduled instalments. However, the request for new card details must be completed on the instalment plan screen (see below).
Tyro Health will notify admins of failed or declined instalments via email and the instalment status will change to "declined", so any subsequent scheduled instalments will not be attempted.
Otherwise, if a patient's payment method is updated from their patient record (i.e. accessed via the 'patients' tab in the sidebar), their previous saved card details - used for the instalment plan - will be deleted and cannot be used for any further payments (changes to payment methods via the 'patients' page will not update instalment plans).
Request new card details
Log in to Tyro Health Online and navigate to the 'Holds & Instalments' tab.
Find and select the instalment plan with the declined instalment.
Select 'request new card details' from the billing details
When new card details are requested from the instalment plan page, payment will be attempted for the first missed instalment. All instalments scheduled post the payment method being updated will "resume" and be processed using the new payment method.
Any instalments in between the first missed instalment and the payment method being updated will not be processed, but can be processed using the 'add a payment' button found on the relevant invoice screen.
As an alternative, you can also cancel the instalment plan and choose "add payment" to process the remaining balance using an alternative payment method.
If you have any questions, click on the pink chat bubble on our website or email our Customer Support team.