Frequently Asked Questions

I sent a check in to my doctor but it has not shown up.

Please contact your Doctor’s billing representative and verify that they have received your check. If they have received it then they need to post that payment before it can show up in your Payment History.

I cannot register with the patient Payment Portal.

Please verify that the patient account number you are attempting to register with is correct (it will be printed on your monthly statement). If the patient account number is correct, but your provider does not have the Payment Portal enabled, you will be unable to register.

I was able to log in before, but now I cannot.

If you had registered with the patient Payment Portal previously, but are no longer able to log in, it is likely that your provider cancelled the patient Payment Portal service. Please contact your provider’s billing representative for further billing support.

Are ACH payments supported?

ACH payments are not supported at this time.

Can I use my debit card to make a payment?

Debit cards that can be run as a credit card are supported by the patient Payment Portal. However, debit cards that require a PIN are not

What credit card brands are supported?

Visa, MasterCard, Discover, American Express, Diners Club International, JCB, Wright Express, and Voyager.

What will my email address be used for?

CollaborateMD will not use your email for anything other than patient Payment Portal activities, such as password resets. Your personal information is protected by HIPAA & PCI regulations.

I just made a payment, but my balance did not change.

Please contact your provider’s billing representative with any billing or transaction errors.

Is my information secure?

Yes, our site and your personal information are secure and encrypted in compliance with HIPAA and PCI regulations for the protection of patient health information and credit card data.

When I make a payment, how is that payment applied?

Payments are applied to unpaid charges based on age, from oldest to newest.

Can I register my dependents under my account?

Dependents must be registered under their own accounts due to PHI/HIPAA privacy concerns and regulations.