PatientNow Essentials / EnvisionNow: Account Updater (AU)
Table of Contents
1. Overview
Account Updater works behind the scenes by connecting with card networks (such as Visa and Mastercard) to receive updated card details when a card is reissued, expired, or replaced. These updates are applied automatically to stored payment methods. This ensures smoother payment processing for memberships, payment plans, deposits, and day-of-service transactions while improving the overall patient experience and reducing staff workload.
What this means for practices:
Recovers revenue that would have been lost due to expired or replaced cards
Reduces failed transactions across memberships, payment plans, and daily charges
Improves consistency of recurring billing and cash flow
Eliminates manual effort spent updating cards and reprocessing payments
Key takeaway:
Account Updater proactively fixes high-risk payment failures before they happen, protecting revenue and reducing operational burden.
2. Requirements
Clients must have PatientNow Payments (Payrix integration) enabled for Account Updater to function.
If a client does not currently use PatientNow Payments and would like to enable this feature, they should schedule a demo here:
https://www.patientnow.com/integrated-payments/
3. How to Access
Card-Level View: Navigate to Client > Select client record > Edit Client > Edit CC on File
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Full Activity Log: Navigate to Clients > Saved Card Updates
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Note: Access may vary based on user permissions and payment processor configuration.
4. How Account Updater Communicates With Practices
Account Updater shows updates in two places, depending on what you’re trying to do.
Why Account Updater Matters
Reduces Payment Failures: Automatically updates expiration dates, account numbers, and reissued cards (lost/stolen). Provides notifications for closed accounts. Reduces declines for memberships, payment plans, deposits, prepaid balances, and day-of-service payments.
Protects Recurring Revenue: Ensures uninterrupted membership billing, reduces cancellations due to failed cards, and minimizes revenue loss from outdated payment methods.
Saves Staff Time: Eliminates manual card updates, reduces outbound calls to patients, avoids reprocessing failed payments, and decreases payment-related support inquiries.
Revenue Impact: Increases successful transaction volume, improves retention of recurring payments, and reduces write-offs tied to failed payments.
How Account Updater Works
Stored card data is securely sent to participating card networks. Networks check for updated account information. Updates (if available) are returned automatically. The system updates the stored card on file. Future transactions use the updated information.
Step 1: Check the Client’s Card (Fastest Option)
Go to:
Client → Edit Client → Edit CC on File
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When you open the card, you’ll immediately see the latest Account Updater result at the top.
What you’ll see:
Date and time of the last update
Whether a match was found
What changed (expiration date, card number, etc.)
A clear message explaining the result (example: “Match made, new account number”)
When to use this:
Use this when a patient is in front of you or you need a quick answer about one specific card.
Step 2: Check All Updates (For Troubleshooting or History)
Go to:
Clients → Saved Card Updates
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This page shows a full history of all Account Updater activity.
What you’ll see:
Every update received from Payrix
Which client the update applies to
Card type and last 4 digits
Date of the update
What action was taken (updated or removed)
A clear explanation of what happened
Examples:
“Match made, expiration date changed”
“Account number change: new account number issued”
“Closed account: issuer closed cardholder account”
When to use this:
Use this when you need to:
Investigate a failed payment
Confirm if an update happened
Review past activity
How to Think About It
Need a quick answer? → Check the card
Need the full story? → Check the updates page
Key Benefits
Fewer declined transactions, more reliable recurring billing, reduced manual intervention, improved patient experience, and increased operational efficiency.
Upcoming Enhancements
Expansion to additional platforms (PNP planned). More visible update statuses within appointments. Improved notification tracking for staff.
5. Troubleshooting
Issue
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Possible Cause
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Resolution
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Card was not updated
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Account Updater not enabled
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Confirm feature is enabled in system settings
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Card was not updated
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Card issuer does not participate
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Not all banks support Account Updater; manual update may be required
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Payment declined after update
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Card is closed or restricted
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Request new payment method from client
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Payment declined after update
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Insufficient funds or bank decline
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Advise client to contact their bank or provide alternate payment
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Payment declined after update
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CVV or billing mismatch
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Re-enter card details; AU does not update CVV or billing address
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No updates visible in Payrix Payment Updates
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User permissions restricted
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Verify user has access to Payrix Payment Updates page
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No updates visible in Payrix Payment Updates
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Payment processor not configured
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Confirm PatientNow Payments (Payrix) integration is active
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No updates visible in Payrix Payment Updates
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No recent updates available
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Verify timeframe; updates only appear when changes are received
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Staff unsure if action is needed
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Unclear update status
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Check card-level feedback and review Payrix Payment Updates for details
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