> ## Documentation Index
> Fetch the complete documentation index at: https://help.clinikehr.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment methods

> Which provider bills your ClinikEHR subscription, where to see it, and why that is a different thing from the account your patients pay into.

export const StillStuck = ({topic}) => <div className="ck-callout ck-callout--note" role="note">
    <p className="ck-callout__body">
      <strong>Still stuck{topic ? ` with ${topic}` : ''}?</strong>{' '}
      Check <a href="/platform/help/troubleshooting">Troubleshooting</a> first —
      it covers the failures we see most often. If that does not resolve it,{' '}
      <a href="/platform/help/contact-support">contact support</a> and include
      your workspace name and the time the problem happened, so we can find the
      matching entry in your audit log.
    </p>
  </div>;

export const Path = ({steps = []}) => <span className="ck-path">
    {steps.map((s, i) => <span key={i} className="ck-path__step">
        {i > 0 ? <span className="ck-path__sep" aria-hidden="true">
            ›
          </span> : null}
        {s}
      </span>)}
  </span>;

export const Availability = ({editions = ['all'], plans, roles, note}) => {
  const list = editions.includes('all') ? ['clinic', 'pharmacy', 'lims'] : editions;
  return <div className="ck-avail" role="note" aria-label="Feature availability">
      <span className="ck-avail__label">Available in</span>

      {list.map(e => <span key={e} className={`ck-pill ck-pill--${e}`}>
          {EDITION_LABELS[e] || e}
        </span>)}

      {plans ? <span className="ck-avail__label">Plan</span> : null}
      {plans ? <span className="ck-pill ck-pill--plan">{plans}</span> : null}

      {roles ? <span className="ck-avail__label">Who</span> : null}
      {roles ? <span className="ck-pill ck-pill--role">{roles}</span> : null}

      {note ? <span className="ck-avail__note">{note}</span> : null}
    </div>;
};

<Availability editions={['all']} plans="All plans" roles="Owner" />

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.

<Columns cols={2}>
  <Card title="How you pay ClinikEHR" icon="https://mintcdn.com/clinikehr/gjlpJWWKqjyYNRzM/images/icons/arrow-up-from-bracket.svg?fit=max&auto=format&n=gjlpJWWKqjyYNRzM&q=85&s=60aabfb031276d8957395ae116b46ed5" width="24" height="24" data-path="images/icons/arrow-up-from-bracket.svg">
    Your subscription, staff seats and credit packs. Set up at checkout. Shown under **Billing**. This page.
  </Card>

  <Card title="How your patients pay you" icon="https://mintcdn.com/clinikehr/gjlpJWWKqjyYNRzM/images/icons/arrow-down-to-bracket.svg?fit=max&auto=format&n=gjlpJWWKqjyYNRzM&q=85&s=03b4676310bb9bb09a9c0787260db7b4" href="/clinic/revenue/payments" width="24" height="24" data-path="images/icons/arrow-down-to-bracket.svg">
    Your own merchant account, connected under Settings → **Online Payments**. The money lands in your bank, not ours.
  </Card>
</Columns>

## Who bills your subscription

You do not choose the provider — it is picked from where your workspace bills from.

| What you are paying for             | Billed through                                         |
| ----------------------------------- | ------------------------------------------------------ |
| Your monthly or yearly subscription | **Dodo** in most of the world, **Paystack** in Nigeria |
| A staff seat on Clinic & Hospital   | **Stripe**                                             |
| The no-card free trial              | **Stripe**                                             |
| AI credit packs                     | **Dodo**                                               |

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.

## Where to see the one you are on

<Path steps={['Personal home', 'Billing', 'Plan Subscriptions']} />

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**.

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="If you are changing plan anyway">
    Go through [Change your plan](/platform/plans/change-plan). Checkout collects the payment details again, so a plan change is also the natural moment to move to a different card.
  </Step>

  <Step title="If the card is simply expiring">
    [Contact support](/platform/help/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.
  </Step>
</Steps>

## What a failed payment does

<Warning>
  **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.
</Warning>

The workspace card under **Billing** shows the status honestly: **Active**, **Trial Active**, **Past Due**, **Cancelled** or **No Subscription**.

## 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.

<Path steps={['Settings', 'Online Payments']} />

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](/clinic/revenue/payments).

Only an owner can connect it — the screen says so: "Only clinic owners can connect a Stripe account."

## If something goes wrong

<AccordionGroup>
  <Accordion title="Payment method reads None">
    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.
  </Accordion>

  <Accordion title="My card was declined at checkout">
    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.
  </Accordion>

  <Accordion title="I was charged by a provider I have never heard of">
    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.
  </Accordion>

  <Accordion title="I connected Stripe but my subscription is still unpaid">
    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.
  </Accordion>

  <Accordion title="I need a card change on a workspace I do not own">
    Only the owner can. If the owner has left, this becomes an ownership question — [contact support](/platform/help/contact-support) rather than creating a second workspace.
  </Accordion>
</AccordionGroup>

## Related

<Columns cols={2}>
  <Card title="Your subscription invoices and receipts" icon="https://mintcdn.com/clinikehr/gjlpJWWKqjyYNRzM/images/icons/file-invoice-dollar.svg?fit=max&auto=format&n=gjlpJWWKqjyYNRzM&q=85&s=8b2ccb39b622c071a43c5be0993b1606" href="/platform/plans/invoices-and-receipts" width="24" height="24" data-path="images/icons/file-invoice-dollar.svg">
    Every charge, with a downloadable receipt.
  </Card>

  <Card title="Taking payments from patients" icon="https://mintcdn.com/clinikehr/gjlpJWWKqjyYNRzM/images/icons/hand-holding-dollar.svg?fit=max&auto=format&n=gjlpJWWKqjyYNRzM&q=85&s=d5f999738e5bc760b839088d91f72080" href="/clinic/revenue/payments" width="24" height="24" data-path="images/icons/hand-holding-dollar.svg">
    Connecting your own merchant account and getting paid.
  </Card>
</Columns>

<StillStuck topic="a subscription payment" />