Payment Information & Issues

Acceptable Payment Methods 

• Credit cards 
• Debit cards 
• HSA/FSA cards 
• Google Pay 
• Apple Pay 
• *Klarna
  • *Only available to select as a payment method during sign up for some clients on 3/6 Month Auto-Renewing Packages. Existing clients cannot change their payment method to Klarna.
  • Direct clients to Klarna for any questions.

Multiple Payment Methods 

Clients can manage multiple payment methods as backups to ensure that if their default payment fails, we can attempt one of their backup payment methods, allowing for uninterrupted care. 

Clients can: 

• See all their payment methods on the ‘Manage payment methods’ screen in their account. 
• Edit the expiration date on any of the listed cards. 
• See which payment method is the default, plus the expiration date and if the card expired. 
• Add and set a new default payment method. 
• Change the current default payment method to a different one. 
• Delete a non-default card. 

If a client contacts us upset that their non-default payment method was charged, send the following macro where they reached out after editing appropriately. 

Hi [client name], we are sorry for any trouble.

To make sure you get the care you need, we use a backup card if your first payment fails.

You can change your main payment method or delete backup cards in the 'Manage payment methods' section of your account. If you need more help, please let us know.

Updating Payment Methods 

1. Clients can update their credit card information in their Cerebral account.
   1. Log into your Cerebral account. 
   2. Go to the ‘Options’ menu in the right hand corner. 

3. Select ‘My Account’ from the dropdown menu.

4. Locate the ‘Payment Information’ field and click ‘Edit’. 

5. Enter the new payment information, then click ‘Submit’. 

If a client reaches out to notify us that they are updating their payment method without our assistance, send the following macro where they reached out after editing it appropriately: 

Hello [client name], thanks for letting us know you'll update your card soon. Please update your payment info within 27 days to keep your subscription active.

If your balance stays overdue for more than 27 days, your account will automatically cancel. You will still need to pay any overdue balances. If you have questions, we're here to help!

Verifying a Client’s Next Billing Date 

To verify a client’s next billing date:

1. Have the client check in their Cerebral account.
   1. Log into your Cerebral account. 
   2. Go to the ‘Options’ menu in the right hand corner. 

3. Select ‘My Account’ from the dropdown menu. 

4. Locate the ‘Subscription Plan’ field and click ‘View membership plan details’.

5. Scroll down to the ‘Billing cycle’ section. 

Explanation of Billing Cycles 

If a client has questions regarding how our billing cycles work, we can send the following macro where they reached out after editing it appropriately: 

Hi [client name], we're happy to explain how Cerebral billing works. Every month on the [date], we will charge the card on file.

If the payment doesn't go through, we will try again until it works. If your payment is more than 27 days late, your account will be canceled. Please check your account and pay on time to keep using our service.

If you have any questions, please contact us. We're here to help!

Customer Profile ID/Payment Subscription 

Subscription/Payment Info is located in the ‘Transactions' tab of a client’s EMR. This contains the following information: 

• Customer Profile ID 
• Payment Processor 
• Payment Subscription 

Changing a Client’s Billing Date 

HSA/FSA Invoice Requested 

If a client requests an HSA/FSA invoice, follow the steps below. 

1. Go to Stripe. 
2. Select “Subscriptions”. 
3. Search for the client and pull up their account. 
4. Locate the requested invoice. 
5. Click on the three horizontal dots next to the invoice. 
6. Click “Download PDF”. 
7. Send the PDF to the client via ZenDesk. 

Dunning 

• All charges (medication, subscription charges, additional session fees, etc) go through dunning. 
• If a payment cannot be processed, the card on file will get charged every few days until it is successful for a 27 day period, regardless of client account status. 
  • Effective 2/12/25, if the client has multiple payment methods on file, we will attempt to process the payment on all of them. 
  • Dunning occurs on days/times with the most likelihood for success, not on a standard schedule. 
• If the client has an active account, continued failed payments for both subscription and non-subscription charges will result in the automatic cancellation of the client’s account after 27 days.
  • In this scenario, the client will be automatically notified via email, which is triggered by the cancellation of their invoices. 
• Clients will receive automated email communications on days 0, 3, 5, and 8 of nonpayment informing them to update their payment information. 
  • Day 0: Client is notified that their payment did not go through and are asked to update their payment information. 
  • Day 3: Client is notified that their payment did not go through again and is provided a cancellation disclosure as a warning if they do not update their payment information. 
  • Day 5: Client is notified that their payment did not go through again and are reminded about losing access to their Care Team if they do not update their payment information. 
  • Day 8: Client is notified of the final attempt of payment not going through and warned that if the next attempt fails their account will be automatically cancelled.