If your practice is considering using Patient Payments, powered by Ezidebit, you may have some questions about how this Advanced Extra product works. You will find a list below of frequently asked questions along with their corresponding answers.
Integrated EFTPOS Terminal Payments |
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| Question | Answer |
| Where can I purchase EFTPOS paper rolls for my Ezidebit terminal? | You can request additional paper rolls from Ezidebit. Please email Ezidebit with your Client ID, the number of rolls required and the preferred mailing address, and these will be sent free of charge. |
| What card types are accepted? | For terminal payments, EFTPOS, Visa, Mastercard and American Express (if enabled) cards can be used, as well as Mobile Wallets including Apple Pay and Google Pay. EFTPOS is used when 'CHQ' or 'SAV' is selected on the terminal, whereas everything else will be considered Credit. |
| Can I use the same terminal for different providers? | Currently Patient Payments powered by Ezidebit does not support using a single terminal for multiple providers if they have different bank accounts. |
| Are there limits for how much can be paid using the EFTPOS terminal in a single transaction? | There are limits enforced for how much can be paid in a single transaction. The patient's bank account may also have separate limits. For the below specialties, patients can pay up to $15,000 per transaction. All other specialities are capped at $6,000 per transaction.
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| How does the settlement work? | All EFTPOS terminal transactions will take up to two business days to settle. Funds will be cleared to your nominated bank account alongside your existing products on the same time frame. |
| Is the machine battery operated? If so, how long does it last? | The terminal works off a battery and can last up to eight hours, depending on frequency of use. If you don't already have one, you can also choose to order a base station which will give you charging functionality while connected. |
Online Payments |
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| Question | Answer |
| Are there any limits to how much a patient can pay in a single transaction? | There are limits in place to how much a patient can pay in a single transaction using Online Payments. These limits will be different between practices, and can be changed at any time by contacting Ezidebit. |
| What card types can be used for payments? | Ezidebit accepts Visa, Mastercard and American Express cards for Online Payments. |
| Who is responsible for paying transaction fees? | You have the ability to choose to absorb the fees as part of your overall proposition to your patients, or you can choose to pass some of these along to your customers to pay them directly (surcharge). |
| What if the patient doesn't have enough money in their account when paying online? | Like all online 'instantaneous' payment pages, patients will receive an instant response as to the authorisation of the payment and this will be displayed to them directly. |
| When will I see the payment in Genie? | At the moment, any online payments will sync into Genie twice a day, at 10.30AM and 8.00PM. |
| Who do I speak to for support? | If you are experiencing issues to do with the settlement of funds to your account, or unexpected declines with your customers' cards, please contact Ezidebit Support on 1800 954 448. If you are experiencing any other issues (including technical issues such as page timeouts, reporting or set up within Genie), please contact Genie Support on 1300 889 362. |