Jane's Guide

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Deleting a Credit Card from a Patient’s Profile

  1. Billing
  2. Deleting a Credit Card from a Patient’s Profile

    3. 4 min read
    Balance Plan Practice Plan Thrive Plan
Staff Access Level: Account Owner, Full Access, or Administrative
Jane Plan: All plans
Add-on Required: No
Geography: All regions (patient removal request feature: Canada only 🇨🇦)

Sometimes a patient reaches out asking to have their card removed, or maybe it’s just expired and due for a tidy-up. There are a few different ways this can happen depending on who’s doing the removing, so we’ve broken it down by scenario below.

This guide covers three scenarios:

Scenario 1: Admin Removes a Credit Card

A patient contacts the clinic to remove a saved card, or a card has expired or been replaced.

Steps

  1. Navigate to the Patient’s Profile > Billing tab > Credit Cards
  2. Click the View button next to the card
  3. Click Remove Credit Card
  4. Click OK to confirm

an image of where to view the delete credit card option appears once you navigate to the credit cards area of their profile

After removal, you’ll see a Deleted badge displayed under the Card Type on the patient’s profile.

Scenario 2: Patient Removes Their Own Card

This applies when the patient has more than one card on file and wants to remove one themselves. For example if their preferred payment method has changed.

Steps

  1. Navigate to My Account > Credit Cards on File
  2. Click Delete
  3. Click OK to confirm

An image what it looks like for patients deleting their own credit cards from their profile

After removal, patients will see a green alert letting them know their card was successfully deleted.

Scenario 3: Patient Submits a Removal Request 🇨🇦

💡 This feature is currently available for Canadian clinics only.

A patient has only one card on file and wants it removed. Because they can’t self-serve in this case, Jane gives them a way to submit a request through their My Account portal instead.

Steps

  1. Navigate to My Account > Credit Cards on File
  2. Click on the three horizontal dots
  3. Select Send request to delete

An image of how patients can request a card to be deleted from their profile

What happens after the patient submits their request:

  • An email is sent to the Account Owner with the patient’s name and the card they’d like removed
  • A notification appears in the Billing Notices section of the patient’s profile with a link to the saved card

Admin steps to action the request:

  1. Open the Patient’s Profile > Billing Notices
  2. Click the link to the patient’s saved card
  3. Select Approve or Decline the deletion request

An image of what the notification looks like within the Billing Notices section of a patient's profile

⚠️ Heads up: No email is automatically sent to the patient when their request is approved or declined. You’ll want to follow up with them directly if they need to know either way.