Manage Payment Methods and Credit Cards

Add, update, and manage your payment methods for seamless healthcare billing. RoadL uses secure Stripe payment processing to protect your financial information.

Payment Options Overview

RoadL accepts two types of payment:

Primary: Insurance

• Most visits covered by insurance
• Copay collected automatically
• In-network providers
• Claims processed for you

Secondary: Credit Card (Self-Pay)

• For uninsured patients
• When insurance doesn't cover service
• Backup payment method
• Immediate payment processing

Adding a Credit Card

First-Time Setup

1. Open the RoadL Patient App
2. Go to My Profile
3. Tap Payment Methods
4. Tap Add Credit Card

Enter Card Information

Required information:

• Card number (16 digits)
• Expiration date (MM/YY)
• CVV security code (3-4 digits)
• Cardholder name (as it appears on card)
• Billing zip code

Using Stripe PaymentSheet

RoadL uses Stripe's secure payment interface:

1. Enter your card details

   • Type or use camera to scan card
   • All information encrypted instantly
   • Real-time validation

2. Billing information

   • Confirm billing address
   • Must match your card's billing address

3. Save card

   • Tap Add Card
   • Card securely stored with Stripe
   • RoadL never sees your full card number
   • Option to save for future self-pay visits

Supported Card Types

We accept:

• ✅ Visa
• ✅ Mastercard
• ✅ American Express
• ✅ Discover
• ❌ Prepaid cards (limited support)
• ❌ International cards (US only)

Viewing Saved Payment Methods

Access Your Cards

1. Go to My Profile
2. Tap Payment Methods
3. View all saved cards

What You'll See

For each card:

• Card brand (Visa, Mastercard, etc.)
• Last 4 digits (••••1234)
• Expiration date
• Default payment indicator
• Status (Active/Expired)

Security Note: Full card numbers are never displayed for your protection.

Setting a Default Payment Method

When you have multiple cards on file:

1. Go to Payment Methods
2. Tap the card you want as default
3. Tap Set as Default
4. See checkmark next to default card

Default card is used for:

• Self-pay visits automatically
• Copay collection when using insurance
• Failed payment retry attempts

Updating Card Information

Update Expiration Date

If your card is expiring soon:

1. Go to Payment Methods
2. Tap the card to update
3. Tap Update Card
4. Enter new expiration date
5. Update CVV if card number changed
6. Tap Save Changes

Replace Expired Card

1. Tap the expired card
2. Tap Remove Card
3. Tap Add New Card
4. Enter new card information

Deleting Payment Methods

Remove a Card

1. Go to Payment Methods
2. Tap the card to remove
3. Tap Delete Card
4. Confirm deletion

Important:

• Cannot delete your only payment method if you have scheduled visits
• Default card must be changed before deletion
• Deleted cards cannot be recovered

Why You Might Delete

• Card lost or stolen
• Replacing with new card
• No longer using that account
• Duplicate card entries

Payment Security

How We Protect You

Stripe Payment Processing:

• PCI DSS Level 1 certified (highest security standard)
• Bank-level encryption (256-bit SSL)
• Fraud detection and prevention
• Secure tokenization (we never store full card numbers)

Your Data:

• Card numbers never stored on RoadL servers
• Only Stripe securely stores payment information
• Encrypted transmission at all times
• No access by RoadL staff

What We Store

RoadL sees only:

• Last 4 digits of card
• Card brand
• Expiration date
• Billing zip code

Full card details stored securely with Stripe, not RoadL.

Payment Authorization

Payment Hold vs. Charge

For Self-Pay Visits:

When you schedule a visit:

1. Payment hold placed on your card (reserves funds)
2. Hold appears as "pending" on your statement
3. Hold is NOT an actual charge
4. Actual charge occurs after visit completion
5. You receive receipt automatically

Payment Hold:

• Placed when you book appointment
• Appears as "pending" on statement
• Amount matches visit cost
• Automatically released if you cancel
• Replaced by actual charge after visit

Actual Charge:

• Processed after visit completion
• Usually within 1-2 hours
• Receipt sent automatically
• Final charge on statement

Important: Payment hold is not a charge - it reserves funds. Only charged if visit happens.

See Self-Pay Payment with Stripe for complete payment details.

When You're Charged

For Self-Pay Visits:

In-Home Visits:

• Payment hold placed at booking
• Actual charge after provider completes visit
• Usually within 1-2 hours of completion
• Receipt automatically displayed and sent

Telehealth Visits:

• Payment hold placed at booking
• Actual charge immediately after video call ends
• Receipt sent within minutes

For Insurance Copays:

• Charged when claim processes
• You'll receive Explanation of Benefits first
• Typically 2-3 weeks after visit
• Different from self-pay timing

Payment Verification

Real-Time Validation

When you enter a card, we verify:

• ✅ Card number is valid
• ✅ Expiration date is current
• ✅ CVV matches card
• ✅ Billing address matches
• ✅ Card accepts charges

Failed Verification

If your card doesn't verify:

Common reasons:

• Incorrect card number
• Wrong CVV code
• Expired card
• Billing address mismatch
• Card declined by bank

What to do:

1. Double-check all information
2. Try a different card
3. Contact your bank
4. Call RoadL support: (833) 762-3555

Using Payment Methods for Visits

During Scheduling

When booking a visit:

1. Step 2: Payment Selection

   • Choose "Insurance" or "Credit Card" (self-pay)
   • Note: Insurance selection only shown during scheduling (not in profile)

2. If selecting Credit Card (Self-Pay):

   • Choose from saved cards
   • Or add new card during booking
   • Use Apple Pay or Google Pay (if available)
   • Set as default (optional)
   • Pricing shown only after selecting self-pay

3. Payment Confirmation

   • See estimated cost (self-pay only)
   • Review payment method
   • Payment hold placed at booking
   • Proceed with booking

5-Day Booking Limit:

• Self-pay appointments can be scheduled up to 5 days in advance
• Insurance appointments have different limits

Changing Payment for Scheduled Visit

1. Go to My Appointments
2. Tap the appointment
3. Tap Modify Appointment
4. Select Change Payment Method
5. Choose different card or insurance
6. Save changes

Note: Must be done at least 2 hours before scheduled time.

Insurance + Credit Card Backup

How It Works

Even with insurance:

• Add a credit card as backup
• Used for copays automatically
• Covers balance billing if needed
• Required for some insurance plans

Balance Billing

If insurance doesn't fully cover:

1. Insurance pays their portion
2. You receive Explanation of Benefits
3. Remaining balance charged to backup card
4. You receive itemized receipt

Payment Receipts

For Self-Pay Visits:

• Receipt automatically displayed in app after visit completion
• Sent to email immediately
• Available in Payment Receipts section
• Generated after actual charge (not payment hold)

Access all your receipts:

1. Go to My Profile
2. Tap Payment Receipts or Payment History
3. See all charges and receipts
4. Tap any receipt to view details
5. Download or email receipts

Receipt includes:

• Date of service
• Service type provided
• Provider name
• Amount charged
• Payment method used (last 4 digits)
• Transaction ID

Payment Hold vs. Charge:

• Payment hold: No receipt (hold is not a charge)
• Actual charge: Receipt generated automatically

See View Payment Receipts for detailed guide.

Multiple Cards for Family Members

Managing family care:

Separate Cards Per Person

• Add different card for each family member
• Select payment method when scheduling
• Useful for different insurance copays
• Easy expense tracking

Single Card for All

• One card can cover entire household
• Simplifies billing
• Combined receipt history
• Still separate insurance per person

Failed Payment Handling

Declined Transactions

If your card is declined:

1. Immediate notification via push and email
2. Retry attempt automatically in 24 hours
3. Update payment method in app
4. Manual retry after updating

Why Cards Decline

Common reasons:

• Insufficient funds
• Expired card
• Billing address change
• Fraud protection by bank
• Daily spending limit reached

Resolving Failed Payments

1. Check card balance
2. Verify card information
3. Contact your bank
4. Update card in RoadL app
5. Manual retry or add new card

See Retry Failed Payments for complete guide.

Apple Pay and Google Pay

Digital Wallet Support

RoadL now supports digital wallets for faster, more secure payments:

Apple Pay:

• Available on iPhone and iPad
• Use Face ID, Touch ID, or passcode
• No card details entered manually
• Enhanced security

Google Pay:

• Available on Android devices
• Use fingerprint, PIN, or pattern
• Quick checkout process
• Secure payment processing

Using Digital Wallets

During Visit Scheduling:

1. Select Credit Card (self-pay) in Step 2
2. Choose Apple Pay or Google Pay option
3. Authenticate with biometric or PIN
4. Payment processed instantly
5. No card details entered

Benefits:

• Faster checkout
• Enhanced security
• Card details never shared
• Touch-free payment

See Self-Pay Payment with Stripe for complete digital wallet guide.

International Cards

US Cards Only

Currently accepted:

• US-issued Visa, Mastercard, Amex, Discover
• Must have US billing address
• USD currency only

Not currently supported:

• International credit cards
• Foreign currency
• Non-US billing addresses

Troubleshooting

Can't Add Card

Problem: Card won't save

Solutions:

• Verify all information is correct
• Check card isn't expired
• Confirm billing zip code matches
• Try different card
• Update app to latest version
• Contact bank about restrictions

Card Shows as Expired

Problem: Valid card marked expired

Solutions:

• Update expiration date in app
• Remove and re-add card
• Check with bank for accurate expiration
• Use different card temporarily

Can't Delete Card

Problem: Delete button disabled

Reasons:

• It's your only payment method
• It's set as default (change default first)
• Pending charges on the card
• Active scheduled appointment

Solution:

• Add another card first
• Change default payment method
• Contact support: (833) 762-3555

Card Charges Showing Incorrect Amount

Problem: Wrong charge amount

Steps:

1. Check if it's an authorization hold (will drop off)
2. Review visit receipt in app
3. Check Explanation of Benefits (insurance)
4. Contact support with transaction ID
5. Phone: (833) 762-3555

Privacy and Data Rights

Your Rights

You can:

• ✅ Request deletion of payment data
• ✅ Export your payment history
• ✅ Review all transactions
• ✅ Update information anytime
• ✅ Remove cards at any time

Data Retention

• Card information retained while active
• Deleted cards removed from Stripe
• Transaction history retained for 7 years (legal requirement)
• Personal data handled per HIPAA

Related Articles

• Self-Pay Payment with Stripe - Complete self-pay guide
• View Payment Receipts - Access your receipts
• Schedule a Visit - Using payment methods during scheduling

Need Help?

Contact our support team:

• Phone: (833) 762-3555 (24/7)
• In-App Chat: Tap the chat icon
• Email: Through the Contact Us page

For payment disputes or issues:

• Have transaction ID ready
• Note the visit date
• Explain the issue clearly
• Distinguish between payment hold and actual charge

Healthcare in Real-Time™ - Secure, simple payment for your care.