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There are two payment arrangements in ClinikEHR and they get confused constantly. One is how you pay us. The other is how the people you serve — patients or customers — pay you. They use different providers, live on different screens, and fixing one never fixes the other.

How you pay ClinikEHR

Your subscription, staff seats and credit packs. Set up at checkout. Shown under Billing. This page.

How your patients pay you

Your own merchant account, connected under Settings → Online Payments. The money lands in your bank, not ours.

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Who bills your subscription

You do not choose the provider — it is picked from where your workspace bills from. There is no provider picker anywhere in the product. If you see a provider name you did not expect, that is the routing above doing its job, not an error.

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Where to see the one you are on

Each workspace card carries a Billing Information block with a Payment method line, whose value is the provider name — Stripe, Paystack, Dodo or None. Individual charges name theirs too: open a row under Payment History and the Payment Information section shows Provider.

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Changing the card

The card details themselves are held by the payment provider, not by ClinikEHR, and there is no card-editing screen in the app. What to do therefore depends on why you are changing it.
1

If the subscription is already Past Due

Fix it from the prompt you are being shown. Anywhere a paid feature is blocked because payment failed, the message reads “Your subscription payment is past due. Please update your payment method to restore your plan’s staff capacity.” with a Fix Payment button, which takes you back through checkout with a fresh card.
2

If you are changing plan anyway

Go through Change your plan. Checkout collects the payment details again, so a plan change is also the natural moment to move to a different card.
3

If the card is simply expiring

Contact support before your next billing date, naming the workspace. Waiting for the renewal to fail works, but it costs you the paid features in between — see the warning below.

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What a failed payment does

A subscription that is not active or trialing is treated as Free — every paid feature in the workspace drops to the Free floor immediately, for every member, even though the plan name still shows on the card. Records, notes and history stay readable and nobody is locked out, but telehealth, insurance, the store, extra staff seats and the rest stop until the payment succeeds. Fix a declined card the same day.
The workspace card under Billing shows the status honestly: Active, Trial Active, Past Due, Cancelled or No Subscription.

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Not this: the account your patients pay into

Taking money from the people you serve is a separate setup, done inside the workspace rather than on your personal home. That screen connects Stripe Connect, or Paystack Connect if your workspace bills in naira, and it is what powers card payments on your booking page, payment links, saved cards and the till. Its status is independent: your ClinikEHR subscription can be perfectly healthy while “No Stripe account connected” blocks your patients from paying you, and the reverse is equally possible. Full detail in Taking payments. Only an owner can connect it — the screen says so: “Only clinic owners can connect a Stripe account.”

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If something goes wrong

No card is on file for that workspace — normal on Free and during the no-card trial. A method is captured the first time you check out.
You get Payment Cancelled: “Your payment was cancelled. No charges were made to your account.” Nothing was taken. Select Try Again with a different card; if it keeps failing, the refusal is coming from your bank and only they can tell you why.
The provider is chosen from where your workspace bills from, and its name is what appears on your statement rather than ours. Check Provider on the matching row under Payment History — it will match.
Those are the two different arrangements at the top of this page. Online Payments is how your patients pay you; it has no effect on what you owe ClinikEHR.
Only the owner can. If the owner has left, this becomes an ownership question — contact support rather than creating a second workspace.

Your subscription invoices and receipts

Every charge, with a downloadable receipt.

Taking payments from patients

Connecting your own merchant account and getting paid.