Billing
The Billing page: connect the payment processor that charges your Affiliate clients' patients, switch processors, use test mode, or take payment outside GEN Health.
Billing picks the payment processor that charges patients of your Affiliate clients. Left menu → Billing. Provider Network Admin only. Clients on Review Only or Review + Prescribe charge through their own processor; this page never backs them up.
What you can do here
- Check whose processor charges a client's patients
- Connect your payment processor
- Switch the live processor, or go back to test mode
- Take payment outside GEN Health
Check whose processor charges a client's patients
Use this when a client asks where their patients' money goes, or checkout fails for one client.
Open the client
Left menu → Clients, then click the client.
Read the model badge
The badge under the client's name reads Affiliate, Review Only or Review + Prescribe. Affiliate means your processor on this page charges their patients. The other two mean the client's own processor does.
You'll know it worked when you know which account to check: yours here, or the client's own Billing page.
Who can do this: Provider Network Admin.
Connect your payment processor
Use this before any Affiliate client takes a real payment. Have your API keys from the processor's own dashboard ready.
Open the processor's form
Find your processor's tile (Stripe, Authorize.Net, NMI, SimPay, SlidePay, Square or Whop) and click Edit.
Paste the keys
Fill every field the form lists; for Stripe that is Publishable Key and Secret Key. Open Stripe dashboard (or your processor's) takes you to them. Sandbox and live keys are different; use live keys for real patients.
Check and save
Click Test connection, then Verify and save. The toast reads Payment processor verified and configured successfully. Saving does not make it live.
Make it live
Back on the tile, click Activate. It is greyed out until the keys are saved.
You'll know it worked when the toast reads Payment processor set to your processor and the green check moves from None to its tile.
Who can do this: Provider Network Admin. Providers and delegates don't see Billing.
Switch the live processor, or go back to test mode
Use this when you move to a new merchant account, or want to test checkout without charging anyone.
Pick the new one
Click Activate on a tile whose keys are saved. It switches at once, with no confirm.
Or test without charging
Click the None tile (Test mode — no real charges). Checkout still completes, but nobody is charged.
You'll know it worked when the green check sits on the tile you chose.
Who can do this: Provider Network Admin.
None is the default. If it is still active when an Affiliate client goes live, orders complete and no money arrives.
Take payment outside GEN Health
Use this if Affiliate patients pay by invoice, bank transfer or your own terminal.
Write the instructions
Click the Custom Payment Instructions tile, write what patients should do, and click Save instructions.
Mark orders paid yourself
Orders stay unpaid until your team updates them by hand. Decide who does this before you switch.
You'll know it worked when the tile shows the green check and patients see your instructions instead of a card form.
Who can do this: Provider Network Admin.
Statuses you'll see here
| Status | What it means | Who acts next | What you do |
|---|---|---|---|
| Green check | This tile is live | Nobody | Nothing |
| Saved / Verified | Keys are stored but this tile isn't live | You | Activate it when you're ready |
| Verification failed | The keys didn't pass the check | You | Edit, paste them again, Test connection |
| Missing keys / Missing content | The live tile has no keys or no instructions: patients can't pay | You | Edit and complete it now |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| An Affiliate client's checkout says it is in test mode | None is still live on your Billing page | Connect and Activate your processor. |
| Patients see Payment setup is incomplete. Please contact your care team. | Whoever owns the processor for that client (you for Affiliate, the client otherwise) hasn't finished it | Check the model badge on the client, then finish the right Billing page. |
| A test patient shows Paid, but no money arrived | Test mode lets orders through without charging | Expected with None. Switch to a real processor for live patients. |
| NMI, SimPay or SlidePay asks for two keys | They need the private security key and the public tokenization key | Copy both from the gateway's security keys page. |
| You added a card during setup and expected patients to pay | That card pays GEN Health | Connect a processor here as well. |
Questions people ask
Do I need a processor if my clients take the money?
Only for Affiliate clients. If none of your clients are Affiliate, leave this on None.
Is this where GEN Health bills us?
No. What you pay GEN Health is on Settings — Account and billing. This page is money coming in from patients.
Can I change the keys later?
Yes. Click Edit on the tile, paste the new keys and click Verify and update.
Where are refunds and transactions?
Not here. Refund in your processor's own dashboard; orders are on Orders.
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