On November 1, 2023, we're switching payment processors and this means we are asking each client to update their payment method on file.
What is happening on November 1, 2023?
We are switching payment processors from Payfirma to Stripe. We have used Payfirma as our payment processor since 2018, and when we turn it off on November 1, any clients who have paid with a credit or debit card previously will have to re-add their card information in My Account.
How do I add a payment method to the new payment processor?
It only takes a minute. Just follow these steps...
- Log into My Account in Jane.
- Navigate to Credit Cards on File.
- Click on Add New Card and follow the prompts.
- Now, any outstanding or future sessions will be billed to that payment method.
Why are you changing payment processors?
Stripe integrates with Jane in a much smoother way. That means you’ll be able to do things like manage and update your payment methods from My Account, easily manage payment methods for couples and family counselling sessions, and more. It also makes things easier for our team, too.
Will I be required to have a payment method on file?
Yes, all new and current clients will be required to have a valid payment method on file. Until November 1, 2023, we didn’t require having a payment method on file when making a booking or having a session. As you might imagine, this led to a huge amount of administrative busywork that detracts from our client experience.
What payment methods will you now accept?
We accept Visa and Mastercard credit and debit cards, American Express, Diner's Club, Google Pay and Apple Pay.
Will you still accept e-transfers?
In short, we are phasing out accepting e-transfers. When we started seven years ago as a small practice, we accepted cash, cheques, and e-transfers because we could with only a handful of daily transactions. We have since stopped accepting cash and cheques, and are now working on being more efficient by limiting the amount of e-transfers we can accept. However, if you are an existing customer who can only pay via e-transfer for accessibility reasons, please let us know, and we’ll figure out a plan.
Why do I have to put my credit or debit card into Jane — again?
When we started using Jane, their only credit card processor was Payfirma. We’ve used it for years. But the problem is that Payfirma is not as seamless for the client or for us as Stripe is.
When any business changes its payment processor, like moving from Payfirma to Stripe, it can’t export all client credit cards on file and import them into the new system. This is for security reasons. In fact, even once you add a credit card on file with us, our team can actually only see the last four digits of your card and nothing else.
What’s a payment processor, anyway?
A payment processor manages the credit card transaction process by mediating between the merchant and the financial institutions involved. A processor can authorize card transactions and works to ensure companies get paid on time by facilitating the transfer of funds.
What is Stripe, and is it secure?
Stripe is one of the top payment processors in the world. Millions of businesses use it, and probably other companies you buy stuff from. It's important to note that your payment method is actually stored (securely!) in Stripe, not Jane.
I don’t have a credit or debit card. What should I do?
Please get in touch with our Care Team at firstname.lastname@example.org or call us at 1-800-661-8681.
I have more questions. Who do I contact?
If you have any questions or concerns about payment methods, please get in touch with our Care Team at email@example.com or call us at 1-800-661-8681.