Finix Dashboard

Your Finix dashboard provides opportunities for some transaction tasks that take place outside of

collecting client payments through TherapyAppointment.

We have a quick rundown of the Finix dashboard as a PDF you can view, download, bookmark, or print here:
link Navigating your Finix Dashboard - The Basics

In this Article:

Request access to your Finix Dashboard

Required Role: Owner or Manager

Overview of the process:

check_circle Once you've been approved for your Finix account:

  • We will send an email invitation to the Practice Owner to set up their Finix dashboard account
  • Once logged into the Finix Portal, practice owners can grant staff members access and even granular permissions
  • Read on for the steps to set up your Finix Dashboard account.

To access:

  • On any screen click (top right)
  • Then click Billing & Ins (top tab)
  • Find the section Payment Processing near the bottom shown below
  • On the top line, click the far right button


The request will be forwarded to TherapyAppointment’s support team, who will issue an mail email invitation to the practice owner.

Note: This email will come from mail notifications@payments-dashboard.com

Don't see the email?

Please check your spam or trash folders, as well as manually search the above email address. Continue to have issues? Reach out to your email service provider with the above email address and details like approximate time sent to troubleshoot with them.

Still having trouble? Please look for a way to allow emails from this specific email address. Adding it as a contact, or a safe sender should be enough, then ask us to re-send the email. Questions about this process? Please consult your email provider or manager.

Email preview:

Click to see a larger version

  • Click the link and enter a password, your username will be your email address
  • Once a password is created, you can bookmark and/or access the Finix Portal Dashboard

🎉 Congratulations! You've created your owner account within the Finix dashboard

Access your Finix Dashboard

Required Role: Owner or Manager
bookmark_check Anyone can acccess (and bookmark!) the Finix Dashboard by clicking here.
account_circle Username? Your email address.
help Tried the reset and can't get signed in? Reach out to your practice's owner or administrator with access to the Finix portal.
person_raised_hand Still can't get signed in? No sweat, reach out our support for help!
  • On any screen click (top right)
  • Then click Billing & Ins (top tab)
  • Find the section Payment Processing near the bottom shown below
  • On the top line, click Go to the Finix Portal


  • Once signed in, you will be in your Finix dashboard:

Tip: Need to add additional users? Jump to these steps.

Home

This gives you a heads up view of your transactions. This include transaction volume, average transaction value, disputes and refunds.

Insights

This shows a similar dashboard to home with a few more metrics. This is where you can see refunds and disputes.

Transactions

This allows you to review any transactions: failed or approved or refunded. If facing a decline, click the line item for information.


Payments

This shows you a list of all payment transactions. Click any transaction to view more information. If it's a decline you should see something similar:

Having an issue with declines?

playing_cards The client's bank is the one who "holds all the cards" credit_card so to speak in a transaction — they either approve or deny a charge based on the information given by you or the client (Name, Address, Zip). If they don't match, it will be declined. That decision is then sent back to the card processor, to us, and then to you.
Have a specific error message and not sure where to start? Please review our article here for payment declines & failure codes. Ultimately, if declines continue have the client reach out to their bank and enquire.

Authorizations

We don't recommend using this, instead we recommend taking the payment (or a say 0.01 cent charge) within the TherapyAppointment system.


Refunds

This shows just the refunds you've made.


Bank returns

This will not be used, we recommend any payments to be taken within TherapyAppointment.

Disputes

A client disputes a charge. What happens next? You can manage the dispute and submit a response directly from the Finix Dashboard.

Disputes come with a response deadline.

Disputes do not appear inside TherapyAppointment.

To avoid missing a response deadline, check your Finix dashboard regularly for new disputes.

There's no one-size-fits-all approach
Each dispute is unique. There is no single response that applies to every dispute. Use the guidance below as a starting point and tailor your response to the specific situation.
Here's what Finix suggests
Note: TherapyAppointment is unable to give any direct guidance, or assist with any disputes.

Our credit card processor Finix has it's own guidance of a few types of evidence that tend to hold up when you're contesting a dispute. Keep in mind this is across multiple industries, so not all of these will apply to your situation. Finix's guidance includes:

  • ✓Email thread of conversations with the cardholder
  • ✓Screenshots of conversations with the cardholder
  • ✓Proof of consistent use of the service over time
  • ✓Terms of service with return/refund policy + E-signature
Finix's full guide: dispute evidence →

What matters most for therapy providers:

Receipt(s) of payment

Proof the charge matches a real, delivered service at it's simplest.

Every Finix payment comes with a unique reference #, a date and time stamp, and other details like where the payment was applied and which date of service it covers. You, your staff, and your clients (if billing history view is turned on) can pull up any past receipts.

Article:

Payment receipts →

Signed terms & conditions

Signed intake forms, consent forms, and other client agreements can help support your response to a dispute. Forms signed through the TherapyAppointment client portal are stored in the client's Docs & Forms tab, where they can be accessed if needed.

If your practice does not currently use electronic intake forms, we recommend implementing them for new clients. Existing clients can also be assigned forms from the Docs & Forms tab. For instructions on creating and assigning forms, see the articles below:

Protect Client Privacy
Supporting documentation often includes items such as signed agreements or receipts. Before submitting any documentation, ensure it is relevant to the dispute and does not include protected health information (PHI) unless disclosure is appropriate and permitted. If you're unsure what documentation can be submitted, consult your legal or compliance advisor.
Uploading supporting documentation

Finix allows you to upload multiple files as evidence. If you're submitting several related documents, consider combining them into a single PDF so they're reviewed in the intended order.

Most word processors can export documents as PDFs, making it easy to combine items such as a receipt and a signed agreement into a single file.

Article:

Finix: Manage Disputes & upload evidence →

For more information, please read on!


On the Disputes Page, pay particular attention to the columns listed:
  • Dispute state
  • Reason
  • Response state
  • Respond by date
The sections below explain what you'll see in each column, based on the information provided by Finix.


Dispute states

Reason Description
CLERICAL    The Dispute     is being reviewed by the buyer's issuing bank. When Dispute#state     is INQUIRY     no changes can be made.
FRAUD    The cardholder claims they didn't approve or authorize the transaction. FRAUD     is the primary reason disputes get created.
INQUIRY    The Merchant     didn't respond by the respond_by     date, or the transaction got flagged for review due to the network's internal standards.
QUALITY    The cardholder has issues with the quality of the goods or services received. Reasons can include receiving damaged goods or a service that doesn't match what's promised.
TECHNICAL    A technical issued caused the transaction to process funds incorrectly.


Dispute response states

Response State Description
NEEDS_RESPONSE    The Merchant     needs to respond to the Dispute     by Dispute#respond_by   
RESPONDED    The issuing bank has received the evidence and actively reviewing it. No action needed from the Merchant    .
ACCEPTED    The Merchant     has accepted the Dispute    . When a Dispute     is accepted, you concede that the dispute is not worth challenging or representing. For details on how to accept a Dispute    , see Accepting a Dispute.
NO_RESPONSE_ALLOWED    The final Dispute#response_state     when a Dispute     is either WON     or LOST    .
UNKNOWN    Dispute     details couldn't be submitted to the processor. Comes up when testing Disputes     in sandbox or on the DUMMY_V1     processor.

Dispute Reasons

Reason Description
CLERICAL     An error occurred while processing the sale, or the cardholder has an issue with the transaction and refuses the goods.
FRAUD     The cardholder claims they didn't approve or authorize the transaction. FRAUD     is the primary reason disputes get created.
INQUIRY     The Merchant     didn't respond by the respond_by     date, or the transaction got flagged for review due to the network's internal standards.
QUALITY     The cardholder has issues with the quality of the goods or services received. Reasons can include receiving damaged goods or a service that doesn't match what's promised.
TECHNICAL     A technical issued caused the transaction to process funds incorrectly.


Settlements & deposits

This lists all the daily settlements and deposits made to your bank account.


Payment Links

We do not recommend using this, or posting this link anywhere. Instead collect payments within the TherapyAppointment system.

Note: Please do not publish a payment link in a public place or your website.

These payments should only be collected within the TherapyAppointment system.

Subscriptions

We also do not recommend using this, or posting this link anywhere. Instead collect payments within the TherapyAppointment system.

Virtual terminal

The Finix Dashboard should NOT be used to collect client payments

Client payments should always be collected within TherapyAppointment to ensure the payment is credited to the client’s account.

On rare occasions you may need to take a virtual debit or credit card payment from an insurance company. This would be an appropriate situation to use the Take Payment option in the Finix Dashboard.

Authorizations also do NOT charge a card and it isn't recommended to use this either.

User exports

Here you can view your exported files. You can export items like payments and settlements based on filters you set.  

You can also use the reports income journal within TherapyAppointment with similar filter options.


Company

Here's where you can manage and review your company details, user roles, manage and add users, and view previously completed PCI compliance forms.

  • You have a few tab options at the top: Overview, company settings, team, and compliance
  • Add a new user with the top right button.
  • Click the top right button to require MFA (multi factor authentication)
  • Follow the sections below for each tab on this page

Overview

This shows you a heads up view of your company and details.


Company settings

This includes both payment instruments (physical terminals) and uploaded files like previously signed PCI compliance forms.


Team

As an owner or manager, here's where you can manage staff accounts and roles. Click on a team member to load their roles and details.

Click the far right button of any team member for more options:

  • Resend an invite email
  • Edit their roles
  • Deactivation
  • Reset MFA (multi factor authentication)

Click the subtab Roles to adjust your company wide role options and presets.


Compliance

Any PCI compliance forms you've completed in TherapyAppointment will appear here to view or download.


Clicking on the form will open a pop up modal where you can review, print, or save: