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Patients Paying Online

Updated

Overview

This article explains what your patients experience when they pay online, so your team can answer their questions. Patients don't log in to Lobbie to pay — they use a secure link you send them.

How a patient receives a payment link

There are two ways a patient ends up on a secure payment page:

  • Invoice email — when you choose Send Invoice to Patient on an invoice, the patient gets an email with a link to pay that specific invoice.
  • Payment request — a link that takes the patient to a secure page to complete a payment.

Each link is unique to that patient and payment. No Lobbie account or password is required.

What the patient sees

  1. They open the link and the page loads ("Loading Invoice…").
  2. They review what they owe and enter their card details on a secure form.
  3. They submit the payment.
  4. On success they see a confirmation such as Payment Received / Invoice Paid (or Payment Complete for a payment request).

If a processing fee applies at your practice, the all-in total is shown to the patient before they confirm.

Messages a patient might see

Message What it means
Payment Received / Invoice Paid The payment went through. It appears in your Ledger.
Payment Complete A payment-request link was paid successfully.
Invoice Unavailable The link can't be opened — for example the invoice was already paid, canceled, or the link is no longer valid. Resend the invoice or check its status.

Helping a patient who's stuck

  • "I didn't get the email." Confirm their email address, then use Resend Invoice to Patient. Ask them to check spam.
  • "The link says unavailable." Check the invoice status — it may already be paid or canceled. Send a fresh invoice if needed.
  • "My card was declined." The decline reason is recorded on the Payment Attempts tab. Have them try another card, or collect payment in the office. See Handling Failed Payments & Payment Attempts.
  • "Can I just pay in the office?" Yes — collect the card payment or record a manual payment on the invoice. See Managing Invoices.

Where to go next