RevPay FAQ & Migration Guide

1. Understanding RevPay

What is RevPay?

• RevPay is RevolutionEHR’s embedded payment solution, powered by Adyen and supported through the RevPay/RevolutionEHR team.

Is RevPay the same as RevPayments?

• RevPay and RevPayments are separate solutions, not two names for the same product. RevPay was released in February 2026 as a fully integrated solution supported and managed by RevolutionEHR.

What is the difference between RevPay and RevPayments?

Does RevPay use Global Payments?

• No. RevPayments uses Global Payments Integrated, while RevPay is powered by Adyen and entirely a RevolutionEHR built solution.

Is RevPay replacing RevPayments? 

• Yes. We are no longer partnering with Global Payments/OpenEdge and have built our own solution in RevPay. As you may have noticed, RevolutionEHR is investing aggressively in continued innovation in your EHR and RevPay is one of our most meaningful developments! Over the last year, we’ve fielded customer frustrations and challenges with other payment solutions and got to work to build our own that is seamlessly part of our software instead of ‘outside’. 

Do I have to switch from RevPayments to RevPay?

• Our partnership with Global Payments is concluding, and the Global Payments integration will be discontinued on December 30, 2026. Going forward, integrated payment processing within RevolutionEHR will be available through RevPay.

Alternatively, is Revolution EHR working with Global Payments on behalf of affected customers to have these fees waived?

• As we are no longer partnered with Global Payments/OpenEdge, we have not been able to make progress with them against this termination fee. We cannot advise on their contracts/clauses, but do recommend you review your contract and agreements closely.

2. Getting Started and Eligibility

Is RevPay available to customers in Canada?

• RevPay is only available to RevolutionEHR customers in the United States.

How do I enroll in RevPay?

1. Request information or a pricing review here
2. Complete the merchant application 
3. Select terminal options 
4. Configure RevPay in RevolutionEHR 
5. Complete training and test payments 
6. Begin processing 

How long does RevPay setup take?

• RevPay setup time can vary based on application approval, completion of onboarding steps, and terminal delivery/configuration. Once the application is approved, your RevPay onboarding representative will help complete the setup in RevolutionEHR, including adding your Store ID and enabling RevPay. Hardware setup and a test transaction are completed before going live.

Can different practice locations use the same RevPay dashboard?

• RevPay supports organization and merchant-level access. An Organizational Admin can access all merchant accounts within the organization, while a Merchant Admin can only access the merchant accounts assigned to that user.

Can I use RevPay at only some locations?

• Yes, RevPay is configurable by location.

Can I use RevPay only for online payments?

• Yes. A practice can use RevPay for online or remote payments while continuing to use a different processor for in-office transactions. However, in-person payments processed through a non-integrated processor would need to be entered manually in RevolutionEHR.

3. Switching from RevPayments or Another Processor

Will my saved cards transfer from RevPayments to RevPay?

• No. Saved cards cannot be migrated from RevPayments to RevPay because the two solutions use different merchant services. Card information must be collected again after RevPay is activated and any existing recurring payment plans will need to be recreated.

Can I continue using my existing terminal?

• No. RevPay requires Adyen-provided, RevPay-compatible terminals, so existing payment terminals cannot be reused with the service.

4. Terminals and Hardware

Do I need a RevPay terminal?

• A RevPay terminal is only required for in-office, card-present payments. Online, remote, and other card-not-present payments can be processed without a terminal.

What terminal options are available?

• Countertop or wired option 
• Wireless option, if available 
• Receipt-printing capabilities 
• Purchase versus rental options 

Do all RevPay terminals print receipts?

• Not all RevPay terminals print physical receipts. Every RevPay transaction stores a terminal-style receipt in RevolutionEHR. That receipt can be viewed and printed from the Payment History tab within the invoice.

Can multiple terminals be connected to one practice?

• Yes. Multiple terminals can be connected to a single practice. Each terminal can be given a unique name in the Zentac site, and that name will appear in the payment modal, making it easy to identify and select the appropriate terminal for each location or workstation.

5. Pricing and Fees

How much does RevPay cost?

• RevPay uses standardized pricing for RevolutionEHR customers. For current pricing and details specific to your practice, please speak with a Payments Specialist.

Is there an additional monthly fee to use RevPay?

• No. RevPay is included as part of your RevolutionEHR subscription. Any applicable payment processing, hardware, or other payment-related fees are separate.

Will my pricing be the same as every other RevolutionEHR customer?

• Not necessarily. While RevPay has standard pricing, some early adopters, testers, or customers with promotional pricing may have different rates or terms. For the current pricing available to your practice, please speak with a Payments Specialist.

What is an effective processing rate?

• Your effective processing rate is generally calculated by dividing your total processing costs by your total processed volume.

Are fees the same for in-person and card-not-present payments?

• Pricing may vary based on the payment type and transaction method. For specific pricing related to in-person, manually entered, online, payment-link, or card-on-file transactions, please speak with a Payments Specialist.

Does RevPay support ACH, and what does it cost?

• ACH is not currently available through RevPay. ACH functionality is planned for a future release.

Does RevPay process checks?

• Physical checks can be manually posted in RevolutionEHR but are not electronically processed through RevPay.

Will my RevPay rate change over time?

• Yes, RevPay pricing may be adjusted annually. Our processing partners review and update their pricing annually. We may also make annual pricing adjustments as needed to continue delivering a high level of service and support. You’ll always receive at least 30 days’ advance notice before any pricing change takes effect. If you have questions about your current rate or a pricing adjustment, your account team is always happy to review the details with you.

Will RevPay save my practice money?

• We cannot guarantee savings. Your overall processing costs may be higher or lower depending on your current pricing, transaction volume, payment mix, and other factors.
• For questions about how RevPay pricing applies to your practice, please speak with a Payments Specialist.

6. Deposits, Fees and Reconciliation

How are RevPay processing fees deducted?

• RevPay is currently configured for daily discounting, meaning applicable processing fees are deducted from the funds before they are deposited into your bank account rather than being billed separately at the end of the month. This is why the deposit you receive may be lower than the gross payments recorded in RevolutionEHR.

Why does my bank deposit not match the gross payment amount?

• RevolutionEHR shows the payments collected, while the RevPay Portal shows the actual payout after applicable fees and adjustments. For example:
  • Customer payments collected: $1,000 
  • Processing fees: -$30 
  • Refunds/other adjustments: -$50 
  • Net payout deposited: $920 
• The amount shown under Finance > Payouts in the RevPay Portal should correspond to the amount deposited into your bank account.

Where can I see the processing fee associated with a payout?

• In the RevPay Merchant Portal: Finance > Payouts > select the applicable payout > View Details
• The payout details show the Account Activity that contributed to that bank deposit, including the applicable transaction and fee activity. This per-payout view is the best way to reconcile an individual deposit.

How do I reconcile RevPay deposits?

A practical reconciliation process is:

• Run your RevolutionEHR Deposit report for the appropriate date range to identify gross payments collected. 
• In the RevPay Portal, go to Finance > Payouts and locate the corresponding bank deposit. 
• Open the payout and select View Details to review the transactions, fees, refunds, and other activity included in that payout. 
• Confirm that the payout amount matches the deposit on your bank statement. 
• Record the gross payments, processing fees, refunds/adjustments, and net deposit in your accounting software according to your practice’s bookkeeping method. 

For reconciliation, matching each payout individually is more reliable than trying to match a calendar month of transaction activity. Portal transaction reports are based on transaction dates, while the Value Date represents the payout date, so transactions near month-end can appear in a different month’s bank deposit.

Associated Articles:

• RevPay - Portal Overview
• Video - Reports: Deposit & Deposit Slip
• What are the differences between the Deposits and Receipts reports

Can I see gross payments, fees and net deposits separately?

Yes.

• Gross patient payments: RevolutionEHR deposit reporting 
• Transaction and fee activity: RevPay Portal - Net amount sent to the bank: Finance > Payouts 

The RevPay Portal is the primary reference for funding, fees, settlement activity, and payout information.

How frequently are deposits made?

• RevPay is designed around daily funding on eligible business days, but the exact settlement delay is determined by the merchant’s configured funding status.

Does RevPay provide next-day settlement?

• RevPay can support next-business-day settlement for eligible merchants. “Next day” means the next applicable business day, not necessarily the next calendar day.

For example, a qualifying transaction from Monday may become available Tuesday, while weekend or holiday activity may not settle until a later business day. Processor settlement is based on business days, and bank holidays extend settlement timing. Transactions also have to fall within the applicable sales-day/cutoff window.

Why is a payment taking longer to deposit?

Common reasons include:

• A weekend or bank holiday. 
• The transaction falling after the applicable sales-day/cutoff period. 
• The merchant being configured for a longer settlement delay, such as T+3. 
• A processor eligibility or managed-risk review. 
• Refunds, chargebacks, or other adjustments affecting the available payout. 
• A payout or bank-account configuration issue.

How should RevPay deposits be entered into QuickBooks or other accounting software?

• Generally, record the gross payment revenue and processing fees separately, then match the resulting net amount to the actual RevPay bank deposit.

For example:

Gross collections $1,000 − merchant fees $30 = bank deposit $970

This preserves visibility into both revenue and merchant-processing expenses while allowing the bank deposit to reconcile correctly.

Your accountant may prefer a different workflow or chart-of-accounts structure, so follow your accountant’s preferred bookkeeping method. The RevPay Portal’s individual payout details are the most reliable source for matching entries to actual bank deposits.

Where can I download transaction and payout reports?

• For transaction reporting, the internal portal documentation confirms a Payments CSV export under the transaction area, and payout details are available under: Finance > Payouts > select payout > View Details

7. Finding and Managing Transactions

Is there a RevPay website or Merchant Portal?

Yes. The RevPay Portal is the payment-management interface practices use to view and manage transaction and funding activity after RevPay is activated. It can be used to:

• Review processed payments and transaction statuses 
• Search historical transactions 
• Monitor fees, settlements and funding activity 
• Access batch and payout information 
• Support reconciliation and reporting

Associated Articles: RevPay - Portal Overview

Can I see each transaction? RevPay processes?

• Yes. The RevPay Portal provides access to processed transactions, including historical activity and statuses such as approved, declined and refunded. It also provides payout, fee and settlement information that can help practices investigate transactions and reconcile payment activity.

How do I determine who made an online payment?

• Online payments that haven’t yet been applied can be reviewed in the Pending Payments dashboard. From there, users can identify the payment and match it to the appropriate patient account before applying it. We’re also developing additional prompts and notifications to make it easier to see when payments are waiting to be applied.

Associated Articles:

• RevPay - Online Payments

Where do online payments appear in RevolutionEHR?

Accounting > Payments

Suggested filters include:

• Payer type: Patient 
• Status: Pending 
• Payment source: Online 

How do I investigate a suspected duplicate charge?

1. If you suspect a duplicate RevPay charge:
2. Check RevolutionEHR 
   Review the patient’s Payment History for two payments with the same amount and note each RevPay reference number.
3. Check the RevPay Portal 
   Find both transactions and compare the amount, date/time, and transaction status.
4. Compare the transaction IDs 
   Confirm whether the charges have different transaction/reference numbers.
5. Check whether both transactions settled 
   A pending transaction may not result in a second completed charge. Use the RevPay Portal to confirm settlement status.
6. Contact Support if both settled 
   If both transactions are confirmed as settled, contact RevolutionEHR Support and provide both transaction IDs, amounts, and dates/times so the charges can be reviewed.

What do the different payment statuses mean?

• Pending – The payment is still in progress or awaiting the next step. Note: for RevPay Online Payments, a payment can show as Pending in RevolutionEHR even though the card has already been charged; it still needs to be applied to the appropriate invoice(s). 
• Authorized – The card issuer approved the payment and the funds were reserved, but processing may not be fully complete yet. 
• Completed – The payment successfully completed processing. Check the RevPay Portal for separate settlement or funding information. 
• Failed – The payment could not be successfully processed or approved. 
• Voided – The payment was canceled before the funds completed settlement. A temporary pending charge may still appear on the patient’s account while their bank releases the authorization. 
• Refunded – The full payment was returned to the patient. RevPay notes that refunds typically take 3–5 business days to appear in the patient’s account. 
• Partially Refunded – Only part of the original payment was returned; the remaining amount is still retained. 
• Disputed – The patient or their card issuer has challenged the payment, starting the dispute/chargeback process. 

The RevPay Portal is the primary place to verify a transaction’s current payment and settlement information.  
 

How quickly do online payments appear?

• Online payments appear almost in real time, so you can see transactions shortly after they’re completed.

Can I search transactions across multiple locations?

• Yes. You can view and search transactions across all of your locations within Rev reports.

8. Payment Posting and Patient Ledgers

Does RevPay automatically post payments to the patient ledger?

• When a RevolutionEHR user processes a RevPay payment, the funds are automatically allocated and posted to the patient ledger. When a patient submits a payment online, it appears as a pending payment so staff can review and allocate it appropriately before posting.
• Patient-submitted payments remain pending until staff review and allocate them to the appropriate ledger items, while user-processed payments post automatically.

How is a payment connected to a patient account or invoice?

• For in-person payments, staff can select Receive Payment from either the patient’s invoice or Account Summary screen, which connects the payment to the appropriate patient account and allows it to be allocated accordingly.
• For online or payment-link transactions submitted by the patient, the payment appears as pending so staff can review it and apply it to the appropriate patient account or invoice.
• For online and payment-link transactions, the payment remains pending until staff review it, confirm the patient account and invoice before allocating the funds, and then post it to the ledger.

Can a payment be divided across multiple invoices?

• Yes. From the Receive Payment screen, a payment can be allocated across multiple invoices. All invoices for which the patient is the responsible payer will be displayed, including invoices where the patient is listed as the guarantor.

Associated Articles:

• Assign Guarantor

Can I move a payment after it has been applied to the wrong invoice?

• Yes. If a payment is applied to the wrong invoice, the user can either edit the payment or void and repost it, depending on what needs to be corrected.

What happens when insurance creates a credit after a patient has paid?

• If insurance pays after the patient has already paid, RevolutionEHR may show a negative balance (credit) on the invoice. Review the EOB to determine whether that overpayment belongs to the patient or the insurance company. 
• If the patient is owed the money, grant the credit to the patient. The credit can then remain on the patient’s account for future use or be refunded. 
• For a payment originally processed through RevPay, process the refund through RevolutionEHR using the patient’s RevPay payment history rather than the Merchant Portal.

Associated Articles:

• Grant Credit and/or Refund a Patient
• Video - RevPay Refunds

Why did refunding a payment create a balance on the invoice?

• When a payment is refunded, the refunded amount is removed from the payment applied to the invoice. As a result, the invoice balance updates to accurately reflect the amount still owed.

Associated Articles:

• Video - RevPay Refunds

9. Refunds, Voids and Credits

Can I issue a partial refund with RevPay?

• Yes. RevPay supports partial refunds. If the original payment included a surcharge, the proportional portion of that surcharge is also refunded. The refund confirmation and receipt display the base refund, surcharge refund and total amount refunded.

How do I process a partial refund?

• To process a partial refund, open the Refund/Void modal and edit the refund amount. The field defaults to the full amount currently available for refund, but you can enter a smaller amount.
• RevPay includes validation to prevent refunding more than the original payment amount or more than the remaining refundable balance if a partial refund has already been processed.

What is the difference between a void and a refund?

• A void cancels a payment before settlement 
• A refund returns money after settlement 

Because RevPay transactions are processed and settled almost in real time, payment reversals can generally be treated as refunds rather than voids. In practice, users should expect to process a refund when returning funds to a patient, rather than relying on a separate pre-settlement void window.

Associated Articles:

• RevPay - How to Void/Refund a Payment

Can I refund a payment from the RevPay Merchant Portal?

No. For RevPay payments processed through RevolutionEHR, refunds should be completed inside RevolutionEHR, not from the RevPay Merchant Portal. 

To refund a payment:

1. Open the patient’s Account and go to Payment History. 
2. Locate the RevPay transaction. 
3. Select the Void/Refund Payment option. 
4. Enter the full or partial refund amount and a reason. 
5. Select Void/Refund to complete it. 

How are surcharge refunds calculated?

• Surcharge refunds are calculated proportionally based on the partial refund amount. 

How long does a refund take to reach the patient?

• Refunds typically take 3–5 business days to appear in the patient’s account.

Where can I see proof that a refund was issued?

• Refund details are retained in the patient account’s Refund History. Users can also generate a PDF refund receipt for documentation or to provide to the patient.

Associated Articles:

• RevPay - Terminal Refund Receipts

10. Receipts and Records

Does RevPay create a digital payment record?

• Yes. RevPay creates a digital payment record for each transaction. Payment details can be viewed in the Payment History tab on the Patient Account screen or within the individual invoice. A terminal-style receipt is also stored and can be printed on demand.

Are receipts saved to the invoice?

Yes. RevPay receipts can be accessed from the invoice at any time.

• Open the invoice → Payment History → select the Print icon next to the RevPay payment. This opens the receipt so it can be viewed or printed. 

This also applies to receipts for payments made through online payment links or the RevPay Virtual Terminal.

Can I reprint a receipt?

To reprint a RevPay payment receipt:

1. Open the applicable invoice. 
2. Select Payment History. 
3. Find the RevPay payment. 
4. Select the print icon. 
5. Print the terminal-style receipt.

How do I print a receipt from RevolutionEHR?

To print a RevPay receipt from RevolutionEHR:

1. Open the invoice. 
2. Select Payment History. 
3. Find the RevPay payment. 
4. Select the Print icon for that payment. 
5. Print the receipt from the PDF that opens. 

Receipts can be reprinted at any time, including receipts for payments made through online payment links or the RevPay Virtual Terminal.

Can I print a receipt for a voided or refunded payment?

Yes. Refund receipts can be viewed and printed after the refund is processed:

1. Open the patient file. 
2. Open the Account component. 
3. Select Refund History. 
4. Locate the appropriate refund. 
5. Select the print icon. 
6. Choose Refund Receipt. 

A receipt printed later may have a different layout than the receipt produced at the time of the refund, but it contains the same transaction and refund details.

Associated Articles:

• RevPay - Terminal Payment Receipts
• RevPay - Terminal Refund Receipts

Can a receipt be emailed or texted to the patient?

• Not directly from RevolutionEHR. Users can download the receipt and then attach it to a PHR message or send it through a traditional, non-integrated email.

What information appears on a receipt? 

11. Cards on File and Recurring Payments

Does RevPay support cards on file?

• Yes. RevPay supports cards on file. Saved cards can be viewed, added, or removed from the patient’s Account screen. A new card can also be saved during the Receive Payment process.

Will my existing cards on file transfer from RevPayments?

• No. Existing cards on file cannot be migrated from RevPayments to RevPay. Card information will need to be collected and saved again after RevPay is activated.

How do I add a new card on file?

To add a new card on file in RevPay:

1. Open the Patient File. 
2. Go to Account → Saved Cards. 
3. Select Add. 
4. Enter the card information and save it. 

You can also save a card while processing a payment by selecting Save for my next payment. Users adding or managing saved cards need the appropriate Manage Saved Cards permission.

Can patients update their own saved payment method?

• Yes. Patients can manage their saved payment methods through the patient portal, where they can add a new payment method or delete an existing one.

Does RevPay support recurring payment plans?

Yes. RevPay can automatically collect scheduled payments using a patient’s saved card on file. A payment plan can be configured with:

• The total amount to collect 
• Payment frequency 
• Number of installments 
• First payment date

Where can I see upcoming recurring payments?

• Upcoming recurring payments can be viewed from the Recurring Payments tab within the patient’s Account screen.

What happens if a recurring payment fails?

• If a recurring payment fails, it can be identified in the Payment Dashboard using the filter for failed payments, allowing staff to review and follow up as needed.

Can I edit or cancel a recurring payment plan?

• A recurring payment plan cannot be edited once it has been created, but it can be canceled. If changes are needed, the existing plan should be canceled and a new plan created with the updated details.

Associated Articles:

• RevPay - Create and Manage Recurring Payments

12. Patient Portal and Online Payments

Can patients pay online with RevPay?

• Yes. Patients can pay online through the RevolutionEHR Patient Portal (PHR). They can also make a payment by scanning the QR code on a paper statement or using a payment link sent via text message.

Can patients receive statements through the portal?

• Patients do not receive statements through the portal, but they can view their invoices in the RevolutionEHR Patient Portal.

Can patients pay without creating a portal account?

• Yes. Patients can pay without creating or signing into a portal account by using the QR code on a paper statement or a payment link sent via text message.

How do online payments post to the patient account?

• Online payments enter RevolutionEHR as pending payments and can be reviewed from the Payment Dashboard. This allows staff to allocate the payment to the appropriate invoice or balance before posting, which is especially helpful when a patient makes a partial payment.

Can different locations have different online-payment links?

• Yes. Each practice location has its own unique Pay Online URL. Practices with multiple locations should create a separate identifier for each location.

Associated Articles:

• RevPay - Online Payments

13. Text-to-Pay

What is Text-to-Pay?

Text-to-Pay sends a secure payment link that allows the patient to complete payment remotely. Features include: 

• Automated Texts: RevPay automatically sends texts to the patient with a payment link based on invoice age.
• Manual Texts: Staff can send messages on demand while on the invoice that needs payment.
• Reporting: Staff can see successful and failed messages

Is Text-to-Pay different from two-way texting?

• Text-to-Pay is a payments capability only available through RevPay, while two-way texting is a conversational messaging service through RevEngage. 

Can staff send a payment link manually?

• Yes, staff can send messages on demand while on the invoice that needs payment.

Can Text-to-Pay messages be automated?

• Yes, RevPay automatically sends texts to the patient with a payment link based on invoice age.

Can staff see whether a payment text was delivered or failed?

• Yes, staff can see both successful and failed messages in RevPay reporting. 

Is Text-to-Pay included with RevPay?

• Yes, Text to Pay is included with RevPay, but not RevPayments. 

Associated Articles:

• RevPay Text to Pay

14. Surcharging

What is a credit card surcharge?

• Surcharging is an optional RevPay feature that allows a practice to add a fee to eligible credit-card transactions to recover a portion of its card-acceptance costs. RevPay calculates the surcharge automatically and includes it in the total presented before the payment is completed. 
• Surcharging is exclusive to RevPay and is not available through the legacy RevPayments integration.

Who pays the surcharge?

• When surcharging is enabled and the payment is eligible, the surcharge is included in the total charged to the patient. The patient sees the base payment, surcharge and total before completing the transaction.

Is surcharging optional?

• Your practice can choose whether to enable it, subject to program requirements and applicable laws.

Does the practice still pay any fees when surcharging is enabled?

• Yes. The practice is still responsible for applicable service fees. Surcharging allows the practice to offset some of the cost of accepting card payments by passing an eligible surcharge to the patient.

Which payment types are eligible for a surcharge?

RevPay surcharging applies only to eligible credit-card payments. It does not apply to:

• Cash 
• Checks 
• Debit cards 
• Prepaid cards 
• Other non-card payment methods

Is the patient informed about the surcharge?

• The practice is responsible for informing patients about any applicable surcharge and ensuring it is communicated appropriately.

Can staff remove or reverse a surcharge?

• No. Once a surcharge has been applied, staff cannot remove or reverse it separately.

What happens to the surcharge when a payment is partially refunded?

• When a payment is partially refunded, the surcharge is refunded proportionally based on the amount of the original payment being refunded.

Associated Articles:

• RevPay - What Is Surcharging and How Does It Work in RevolutionEHR
• RevPay - Patient Surcharging Experience

15. Payment Methods

What payment methods does RevPay accept?

• Credit cards 
• Debit cards 
• Card-not-present payments 
• Apple Pay 
• Google Pay 
• Payment links 
• HSA
• FSA

Can I manually enter a card number?

• Yes. RevPay supports manual card entry for card-not-present payments when the physical card is not being used at a terminal.

Can RevPay process insurance virtual credit cards?

• Yes. An insurance virtual credit card can be entered as a credit card payment through the RevPay Virtual Terminal. The Virtual Terminal supports manually entered card payments.

Important Note ⚠️

• Payments processed through the Virtual Terminal will NOT post back to the software or invoices.
• These payments are processed externally and should be reconciled separately. 

Associated Articles: 

• RevPay - Processing Payments via the Virtual Terminal

Can patients pay by bank account?

• Not currently. ACH/bank account payments are not configured in RevPay today, but this capability could be considered in the future based on customer demand and feedback.

16. Security, PCI Compliance and Disputes

Is RevPay PCI compliant?

• Yes. RevPay uses PCI-compliant payment infrastructure. Adyen, the primary payment processor supporting PracticeTek Pay, is a PCI DSS Level 1 Service Provider and is independently assessed annually. 
• Using RevPay helps reduce the practice’s PCI scope, but it does not eliminate the practice’s PCI responsibilities. RevPay customers are still required to complete the applicable SAQ-A PCI self-assessment.

Do I have to complete a PCI questionnaire?

• Yes. RevPay practices are required to complete the applicable PCI self-assessment.

Is saved card information stored in RevolutionEHR?

• RevolutionEHR lets you view and use a patient’s saved card from Account > Saved Cards, but the sensitive card information is handled securely through the payment-processing environment rather than being stored as ordinary card data in the EHR. 
• In simple terms, the card is tokenized: RevPay keeps a secure reference that can be used for future payments instead of requiring RevolutionEHR to retain the full card number. PracticeTek’s payments architecture is designed to keep sensitive payment processing within the dedicated payment/processor layer.

What should I do if a patient disputes a charge?

• If a patient disputes a RevPay transaction, first review the original payment and gather supporting documentation such as the receipt, invoice, authorization, and any communication showing that the charge was valid. The processor’s dispute workflow allows a dispute to be accepted or defended; if defending it, supporting evidence must be submitted before the applicable deadline. 
• Do not issue a separate refund simply because a chargeback has been opened without first confirming the dispute status, since that could result in the patient receiving both a refund and a chargeback credit.

Where can I see chargebacks or disputes?

• The RevPay Portal is the primary place to review payment activity and transaction status. 
• For processor-level disputes, the underlying Adyen workflow uses Risk & disputes > Disputes to review dispute details, deadlines, and available actions.

What happens if I suspect fraudulent activity?

Act promptly:

1. Review the transaction in the RevPay Portal and confirm the amount, date/time, status, and transaction identifier. The portal is the primary reference for RevPay transaction activity. 
2. Review the patient/account in RevolutionEHR to determine whether the payment matches a legitimate visit, invoice, or authorization. 
3. Check for other unusual transactions involving the same patient, card, location, or timeframe. 
4. If you believe an account may have been compromised, restrict access/change affected credentials and review who has RevPay permissions. 
5. Contact RevPay Support promptly with the transaction details so the issue can be escalated for payment-risk review. PracticeTek’s internal operating model specifically identifies suspicious-activity escalation and transactional risk monitoring as payments/risk functions.