The HotDoc platform has a functionality which allows practices to process payments through HotDoc for appointments booked online, booked directly over the phone or in person with your practice, or for other immediate type payment requests.

Please read this article to view step-by-step how to add your payment method for any of the reasons listed above. 

When will I be asked to add a payment method with HotDoc?

The HotDoc platform has a functionality that allows practices to process payments through HotDoc for appointments. If your practice uses HotDoc to process payments,  you may receive a payment request in the following ways:

1. When you book online through the HotDoc app or website, you will be asked to add your credit or debit card details when booking an appointment, so that once you've been seen for your appointment your payment can be processed through HotDoc 
   
   
2. Your practice may request payment details for an appointment that you booked directly through the practice. You will be sent an SMS or email to add your credit or debit card details via HotDoc, so that once you've been seen for your appointment, your payment can be processed through HotDoc. 
   
   
3. Your practice may request an immediate payment for a fee, appointment or something else discussed. You will be sent an SMS to enter your credit or debit card details, and this charge will be processed immediately. 

Read below to see each of these steps! 

Please note: If you're looking for more information on as to why there is a hold on your account please see: Why do I have a pending payment in my account when I haven't attended my appointment yet?

1. How to add card details when you book via HotDoc:

1. You will first be asked to select your appointment type, practitioner and appointment date & time. In addition to this, you may be asked if you have a DVA Card or a Health Care Card. 
   
   
   For a definition of a DVA Card and Health Care Card, please visit the below websites:
   - What is the Veteran Card?
   - What is a Health Care Card?
   
   
2. You may then be required to select a payment method for your appointment. 
   
   
   • If you have not added your card to HotDoc, Select New payment method.  
   • If you have added your card to HotDoc before, you can select it from the displayed options
     • Note: You will not be charged until after your appointment
       
       
3. If you select New Payment method, you will be asked to enter valid card details and press the Save button. 
   
   
   
   
4. Once you have added your payment method, you will be shown a dialogue with your appointment details and you can click Yes, book to finish the process:
   
   
   
5. You will then be taken to the appointment confirmation screen:
   
   
   
   
6. You will receive the appointment confirmation email and will see this booking's details under the Appointments section in your app:
   
   
   
   
7. Once you have attended your appointment, you will see the charge in the Appointments tab and you will receive an email once the practice has collected your payment, to confirm that your payment has been successful:
   
   
   

   Note: When you add a card to your HotDoc account when booking an appointment, an automatic $1.00 charge will be processed. This charge will be pending, and you will never be charged the amount. This is standard practice when verifying card details and may appear on your card between 1-5 business days.

2. How to add card details at the request of your practice

1. You will receive a request from your practice, either via SMS, email or push notification, asking to add in a payment method for an upcoming appointment. Click the link or the Enter my card details button:
   
   

   SMS	Push notification	Email
   ---
   The sender of the SMS may be listed as your practice's name, a shortened version or a mobile number. The SMS may vary depending on your practice's settings.

   
   

   Note: Depending on your practice's settings, if you do not add a payment method within 60 minutes, we will send you another reminder SMS. Your appointment may be cancelled if you do not add in a payment method within 90 minutes of receiving the request which you will be notified via SMS and email.

   
   
2. If you are not logged in to your account, you will need to click Continue in the next screen and then add your login details or create a HotDoc account:
   
   

   You will first see this screen and you will need to click Continue

   You can then log in to your account or create one

   If you need to create one, please fill in the fields and click Create Account

   
   
   
3. Once logged in, you'll see your upcoming appointment along with a message advising that a payment method is required for your appointment. Select Add Payment method to continue. 
   
   
4. If you've previously used your card with HotDoc, you can select this payment method. Alternatively, select + Add Payment method and add your credit/debit card details for your upcoming appointment:
   
   
   
5. If you do not enter your card details correctly, we will show that your details are invalid and ask you to re-enter valid card details:
   
   
   
   
6. Once you've successfully added or linked an existing card, your appointment will update to Appointment Confirmed in your HotDoc account and you will see the estimated cost of the appointment:
   
   
   
   
7. Once you have attended your appointment, in your app you will see what you have paid in the Appointments section, and receive an email confirming your payment was successful:
   
   
   

   Note: When you add a card to your HotDoc account when booking an appointment, an automatic $1.00 charge will be processed. This charge will be pending, and you will never be charged the amount. This is standard practice when verifying card details and may appear on your card between 1-5 business days.

    

3. How to add card details for an immediate payment

1. Your practice may request payment for an appointment or fee that requires immediate payment. In this case, you will receive an SMS requesting payment. Click the link within the SMS to proceed.
   
   
   
   
2. Next, enter your email address then select pay:
   
   

   	If there is a fee included, you will see this breakdown

   
   
3. Enter the following details and select Pay:
   - Full name
   - Card number
   - CVC
   - Expiry
   
   
   
4. Your card will be charged immediately and you will receive an email receipt once the payment is complete.
   
   

When will I be asked for a pre-authorised payment with HotDoc?

The HotDoc platform has a functionality that allows practices to process payments through HotDoc for appointments. If your practice uses HotDoc to process payments,  you may be asked to pre=authorise the appointment cost in the following ways:

1. When you book online through the HotDoc app or website, you will be asked to have a pre-authorised hold of the estimated amount for the appointment from your credit or debit card, so that once you've been seen for your appointment your payment can be finalised through HotDoc.
   
2. Your practice may request a pre-authorised hold for an appointment that you booked directly through the practice. You will be sent an SMS, email or push notification to ask you for a pre-authorised hold of the estimated amount for the appointment from your credit or debit card, so that once you've been seen for your appointment your payment can be finalised through HotDoc.
   

Read below to see each of these steps! 

Please note: If you're looking for more information on as to why there is a hold on your account please see: Why do I have a pending payment in my account when I haven't attended my appointment yet?

1. How to pre-authorise the appointment amount when you book via HotDoc

1. You will first be asked to select your appointment type, practitioner and appointment date & time. In addition to this, you may be asked if you have a DVA Card or a Health Care Card. 
   
   
   For a definition of a DVA Card and Health Care Card, please visit the below websites:
   - What is the Veteran Card?
   - What is a Health Care Card?
   
   
2. You may then be required to select a payment method for you to place an upfront temporary hold of the appointment cost to secure your appointment. 
   
   
   • If you have not added your card to HotDoc, Select New payment method.  
   • If you have added your card to HotDoc before, you can select it from the displayed options
     • Note: A hold will be taken from the card of the appointment cost
       
       
       
3. If you select New Payment method, you will be asked to enter valid card details and press the Save button. 
   
   
   
   
4. Once you have added your payment method, you will be shown a dialogue with your appointment details and you can click Yes, book to finish the process:
   
   
   
5. You will then be taken to the appointment confirmation screen:
   
   
   
   
6. You will receive the appointment confirmation email, a pre-authorisation received email and you will be able to find this booking's details under the Appointments section in your app:
   
   

   Confirmation email of pre-authorisation received

   Confirmation of appointment in patient app

   
   
   
7. Once you have attended your appointment, you will see the charge in the Appointments tab and you will receive an email once the practice has collected your payment, to confirm that your payment has been successful:
   
   
   
   
   

   Note: When you add a card to your HotDoc account when booking an appointment, an automatic $1.00 charge will be processed. This charge will be pending, and you will never be charged the amount. This is standard practice when verifying card details and may appear on your card between 1-5 business days.

2. How to pre-authorise the appointment amount at the request of your practice

1. You will receive a request from your practice, either via SMS, email or push notification, asking for a temporary hold for an upcoming appointment. Click the link or the Enter my card details button:
   
   

   SMS	Push notification	Email
   ---
   The sender of the SMS may be listed as your practice's name, a shortened version or a mobile number. The SMS may vary depending on your practice's settings.

   
   

   Note: Depending on your practice's settings, if you do not add a payment method within 60 minutes, we will send you another reminder SMS. Your appointment may be cancelled if you do not add in a payment method within 90 minutes of receiving the request which you will be notified via SMS and email.

   
   
2. If you are not logged in to your account, you will need to click Continue in the next screen and then add your login details or create a HotDoc account:
   
   

   You will first see this screen and you will need to click Continue

   You can then log in to your account or create one

   If you need to create one, please fill in the fields and click Create Account

   
   
   
3. Once logged in, you will be shown your upcoming appointment along with a message advising that a payment method is required to secure your appointment. Click Select a Payment method.
   
   
   
4. If you've previously used your card with HotDoc, you can select this payment method. Alternatively, select + Add Payment method and add your credit/debit card details for your upcoming appointment:
   • Note: A hold will be taken from the card of the appointment cost
     
     
     
5. If you do not enter your card details correctly, we will show that your details are invalid and ask you to re-enter valid card details:
   
   
   
   
6. Once you've successfully added or linked an existing card, and the temporary hold has been taken, your appointment will update to Appointment Confirmed in your HotDoc account and you will see the pre-authorised cost of the appointment:
   
   
   
   
7. Once you have attended your appointment, in your app you will see what you have paid in the Appointments section, and receive an email confirming your payment was successful:
   
   
   

   Note: When you add a card to your HotDoc account when booking an appointment, an automatic $1.00 charge will be processed. This charge will be pending, and you will never be charged the amount. This is standard practice when verifying card details and may appear on your card between 1-5 business days.

    

How can I request a refund?

• If you cancel your booking from within the app, HotDoc will not collect any funds for that appointment.
  
  
• If you are requesting a refund for other reasons, or if you are unable to cancel the appointment in your account, please contact your practice directly via phone.