At HotDoc we care about security and privacy. We will never see or store your card details and we use financial organisations that are Payment Card Industry - Data Security Standards (PCI-DSS) level 1 certified. For more information, please view our frequently asked questions below.
Payments Security FAQs
- Does HotDoc store my card details?
- What does 'Payment Card Industry - Data Security Standards (PCI-DSS) level 1 certified' mean?
- Can HotDoc see my card details?
- How do I know the payment message came from HotDoc?
- Why is there a pending charge on my account for my upcoming appointment?
- Why have I been asked to verify my card details with my bank?
Does HotDoc store my card details?
No - The financial organisations we partner with and trust to verify and store your card details are called Stripe, Pin Payments and Spreedly. They are accredited by the Payment Card Industry - Data Security Standards (PCI-DSS) and are level 1 certified. For more information, please see HotDoc Payments Security.
What does 'Payment Card Industry - Data Security Standards (PCI-DSS) level 1 certified' mean?
The PCI-DSS is a set of global security standards designed to ensure that all companies that accept, process, store or transmit credit card information maintain a secure environment. The PCI DSS sets a baseline level of protection for consumers and helps reduce fraud and data breaches across the entire payment ecosystem. Level 1 is the highest compliance level, and these organisations annually process more than 6 million transactions of Visa or Mastercard or more than 2.5 million for American Express. For more information, you can view this page that further explains PCI compliance https://stripe.com/au/guides/pci-compliance
Can HotDoc see my card details?
No. Your card details, CVV codes and data are not visible to HotDoc or the practice, and we do not collect or store these details.
How do I know the payment message came from HotDoc?
You should receive a combination (or all) of the following asking you to add a payment method: SMS, Email and Push Notification.
To see an example of these communications, please view the screenshots in this article How to pay for an appointment using HotDoc.
If you're still unsure whether this came from HotDoc, please see the security information in this article Why did I receive an SMS from HotDoc?
Why is there a pending charge on my account for my upcoming appointment?
When booking your appointment, a temporary hold for the estimated cost may be placed on your card to secure your booking. This will appear as a pending charge but the amount will not be deducted until your appointment is complete. You may see both the pending and final charges at the same time however you won't be charged twice, the pending charge will disappear once the payment is processed.
Why have I been asked to verify my card details with my bank?
When adding your payment method to HotDoc, your bank may require you to complete an extra verification step to confirm your identity and authenticate future transactions. This is a security measure known as 3D Secure (3DS), which helps protect against fraud by asking you to verify your card details through a password or a one time code sent to your mobile device by your bank. The authorisation amount may show as $0.00 during this verification step, which is expected as your card won't be charged until after your appointment is complete.