Overview
When to suspect a Stripe connection issue
You may have a Stripe activation or connection issue if the Patient Payments feature is visible in Elation, but you experience any of the following:- All payment charges fail.
- Stripe shows no issues, yet no transactions appear in Elation.
- Stripe shows issues (such as verification warnings or payout holds), but your staff are unaware because they have not checked the Stripe Dashboard.
Workflow Instructions
Before contacting Elation Support, complete the following checks to identify and resolve common issues.Check your Stripe account from Elation
| 1 | Go to Settings → Patient Payments . |
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| 2 | Click Go to Stripe account to open your Stripe Dashboard . |
Review your Stripe account status
Once in the Stripe Dashboard, check for the following:
- Pending verification tasks: Stripe may require additional identity or business verification before you can process payments. Look for any alerts or banners prompting you to complete verification steps.
- Payout holds: Confirm there are no holds on your payouts. Stripe may pause payouts if verification is incomplete or if there are issues with your account.
- Bank account information: Verify that your bank account details (account and routing numbers) are correct and match the entity type you selected during setup.
Verify your Industry setting in your Stripe account (for HSA/FSA issues)
If you are having trouble receiving FSA or HSA payments, confirm your Industry setting in Stripe account is set to “Doctors and Physicians”:| 1 | In your Patient Payments settings page in Elation, click Go to Stripe account . |
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| 2 | In the Stripe Dashboard , locate and click Settings . |
| 3 | Scroll down to Professional details or Business details . |
| 4 | Click Edit to view the details. |
| 5 | When the Additional Information dialog window opens, click Edit to make changes. |
| 6 | Update your Industry to “Doctors and Physicians”. |
When to contact Elation Support
If you have completed the self-service checks above and are still experiencing issues, contact Elation Support for further assistance.How to contact Support
Use the I need help → Contact Elation Support button at the top of your Elation account.Information to provide
To help resolve your issue quickly, include the following details in your support request:- Practice name
- Patient example: Patient name (or ID) and the date/time of the attempted charge.
- Stripe charge ID(s): If available, include any Stripe charge ID(s) from failed transactions.
- Screenshots: If you are able, any non-PHI screenshots of error messages or examples you can provide.