Tebra Payments FAQs

Application Process

Question	Answer
Does my business qualify to use Tebra Payments?	Tebra requires certain information about your business to determine if it qualifies to use Tebra Payments. We verify the following information: Business owner identification Business identification Bank account information Type of business (types of goods sold and/or services rendered) Business risk level (what is the potential risk for disputed transactions and/or fraud?)
How do I apply for Tebra Payments?	You can request to get started with the Tebra Payments sign up process via the: Web Platform Practice Settings Desktop Application (PM) Settings
How does Tebra help prevent abuse of the financial system?	Tebra collects information related to your business and the owners and controlling parties of said business to comply with Know Your Customer (KYC) obligations.
What is Know Your Customer (KYC)?	Know Your Customer (KYC) references a set of guidelines that financial institutions and businesses follow to verify the identity and risks of a customer in order to prevent fraud, corruption, money laundering and financial terrorism.
How long does the application process take?	It takes approximately 7 to 10 business days from submission date to process applications. However, if additional information is required it may take longer.
Why do you need my bank account information?	We need your bank account information so you may receive payouts from payments collected from patients.
Why do I need to upload bank proof - voided check/bank letter?	We require a document highlighting bank account details, to confirm bank account ownership, bank account, and ACH routing number provided are correct. This ensures there are no issues with payouts.
Why do you need my social security number?	We require the business owner's social security number to verify your identity and business ownership per legal and regulatory guidelines.
Can I just provide my State ID instead of my social security number?	The State ID number is not eligible to use in lieu of a Taxpayer Identification Number (TIN): Social Security Number (SSN) or Employer Identification Number (EIN).
The practice is under my business EIN, why do you require my personal information?	Our compliance program requires us to verify the identity of all owners that own a minimum of 25% of the business (practice).
Can I fill out the application on behalf of the business owner?	Yes, if you are legally authorized by the Business (Practice) Owner to submit information. However, all documents must be signed by the Business (Practice) Owner.
What is an additional owner defined as?	An additional owner is defined as an individual who owns 25% or more of a company.
What is a controlling person defined as?	A controlling individual or entity is a person who is in the position to make major legal and/or financial decisions for an organization (e.g., business owner, business manager, accountant, C-level executives, title holders). Note: If the individual/entity listed as the bank account owner is not the controlling party or owner, additional documentation will be required to verify that party's role within their organization.
If we fill in a certain value for the Average Transaction Amount, Highest Expected Transaction, and/or Average Monthly Sales Amount in the application, can this be edited in the future?	Yes, this can be edited in the future. If you would like to update the information, please contact ChangeRequest-Payment@kareo.com.
I have submitted my application to use Tebra Payments. How do I check the status of my application?	The application process typically takes 5-7 business days to complete. You will receive an email with the status of your application. If you have further questions, contact Customer Care.
My application was approved, how do I start taking payments?	Congratulations! You can now begin collecting payments on the Platform and through the patient portal. Review these help articles to learn more about how to collect payments: Collect a Payment in Office Patient Portal Payments Sending Email, Text, or Mail Statements
What can cause my application to be denied?	Your application can be denied if your practice is deemed high risk and/or participates/provides access to prohibited goods and services, such as CBD/marijuana-related goods and services. Your application will be denied if your practice is a 100% Telehealth (no brick and mortar location) practice. However, our partner Stripe, permits 100% telehealth businesses in some cases. Contact Customer Care to learn how to apply for Tebra Patient Collect (Stripe). Your application can also be denied if you and/or your practice is listed on the MasterCard Alert To Control High-risk Merchants (MATCH).
What is the MATCH list?	MATCH (Member Alert to Control High-Risk Merchants, formerly known as the Terminated Merchant File) is a reporting database identifying merchants with risk-related issues maintained by MasterCard.
I received an email that my application could not be processed due to association with cannabis, why?	At this time Tebra Payments does not support practices that participate in or provide access to Cannabis related service.
I am having issues with Stripe, can you help me?	Review the Stripe and Patient Payments FAQs to learn more and who to contact for assistance.
Stripe has declined my application, can I use Tebra Payments?	We can not guarantee approval if you have been declined by Stripe or any other payment processor. Each application is reviewed individually.
What is ShareFile?	It is a secure method to transmit sensitive information between Tebra and our customers. Tebra has chosen secure file transfer services from Citrix sharefile.com to meet our strict internal security policies. Sharefile.com will provide a secure portal to upload files which are encrypted both in transit and at rest. Access to this data is protected with top security practices such as multi-factor authentication, and 24/7 security monitoring. To learn more, contact your Account Manager, CSC, or Customer Care to request our third-party compliance verification.
I'm currently using Stripe and want to switch to Tebra Payments. Can Tebra migrate all patient's saved cards on file from Stripe to Tebra Payments?	Tebra is unable to migrate card data from Stripe to Tebra Payments and you would lose all card on file information. However, you can use the digital credit card authorization form through Tebra Payments to request the patient's card information to save on file.

Transactions

Question	Answer
How do I see a list of transactions?	The Payments Hub provides a quick and easy way to review all transactions processed using Tebra Payments. Review the Navigate Transactions help article to learn more.
What are the different transaction statuses and how are they defined?	Statuses and definitions: Processed: Card was charged Refunded: Transaction amount returned to the cardholder; both the original transaction and refund will show on the cardholder’s statement.
Can the Tebra Payments page be accessed via the Desktop Application (PM)?	No, the Tebra Payments page can only be accessed via the Web Application.
What types of cards can be processed?	We can process Visa, Mastercard, Discover, and AMEX cards. This applies to debit, credit, prepaid, and gift cards. Note: While FSA/HSA cards are processed as credit cards, information about the goods or services provided is not automatically sent to FSA/HSA providers. Cardholders may need to be provided proof of eligible medical expenses (e.g., receipt) to submit a claim independently with their FSA/HSA provider for reimbursement approval.
How do I give a refund?	Transactions can only be refunded within 40 days of the initial transaction date. After 40 days, a transaction can not be refunded. No additional fee is taken for the refund, but the fee for the original transaction will not be returned. For additional information about refunds and how to process them, review the Issue Refunds help article.
How do chargebacks work?	Chargebacks occur when a cardholder disputes a transaction and contacts their card-issuing bank to reverse the transaction. To learn more about chargebacks after a transaction is processed with Tebra Payments, review the Dispute Chargeback help article.

Payouts

Question	Answer
When will I receive my first payout?	There may be a delay in your initial payout of up to 10 business days after your first successful payment.
When will I receive all following payouts?	All following payouts are typically delivered by the second business day after a successful transaction. For example, transactions completed on Monday will reach your bank account on Wednesday.
How will I receive my payouts?	Tebra makes payouts to the bank account you designated on your merchant application to send you your funds.
How will payouts appear on my bank statement?	Payouts will appear on your bank statement as being from TEB, short for Tebra.
Can I customize my payout schedule?	No, you cannot customize your payout schedule at this time.
Can I view the payout information?	Yes, the Payouts summary report allows you to view, and manage payout information, including net amounts and fees. Review Navigate Payouts to learn more.
Who has permissions to view the Payouts report?	System Administrators, Business Managers, and Billers can filter, sort, view, and export the payout information.
How do I see which transactions were part of a payout?	At this time, we do not have a way for customers to see which transactions were part of a payout. This feature will be coming soon. If you need a list of transactions, contact Customer Care.

Account Information

Question

Answer

How do I change the bank account for my payouts?

You can change your bank account by requesting the DDA / ACH Change Form. To request this form, the controller or a beneficial owner should email ChangeRequest-Payment@kareo.com with the subject line "Request for DDA / ACH Change Form".

Tebra will create a secure Sharefile portal and share the access link via email. The Change Form can be found in the portal. Fill out the form in its entirety. Tebra will assess a $15 fee to update your bank account information.

The following information is required to complete the Change Form:

Merchant ID (7-digit ID number found on your monthly statements)
Legal Name or Doing Business As Name (DBA)
Tax ID or SSN (ID number you file with the IRS)
Bank Name, 9-digit Routing Number, and Account Number you want to update to
Merchant Account Principal (the owner or owner of this processing account) must print and sign their full name and provide a copy of an ID (Driver's License or state issued ID). If your signature does not match the one we have on file, we will request additional identification from you for security purposes. For your protection, we will not complete your DDA change until we have met our security procedures.
Include a voided check and a bank letter. The bank letter must contain/state the following:
- Bank letter head
- The full account and routing number
- The type of account (e.g., checking or savings)
- Whether it is a business or personal account
- The name associated with the bank account: If your business is an LLC or INC, ensure it is printed with your company name. If your business is an equal partnership, indicate that both partners have signing rights to the bank account.
- Indicate the bank account type is able to accept unlimited ACH debit and credits
- Signed by a representative of the bank

Once the Change Form is completed, return the form to Tebra. Upload the completed Change Form, voided check, and bank letter via the Sharefile portal provided to you by Tebra.

If you have additional questions about the form or submission, email ChangeRequest-Payment@kareo.com.

What happens if there's a change in business details or ownership?

If your legal entity has changed (e.g., Federal Tax ID/EIN), you are selling your business, or making an ownership change, request a Business Details Change Request Form by emailing ChangeRequest-Payment@kareo.com with the subject line "Request for Business Change Form".

Fees

Question	Answer
What is the pricing policy?	Review the Pricing Policy to learn more.
What are the fees taken by Tebra for each transaction?	2.75% + $0.30 per transaction
What additional fees are charged by Tebra?	Review the Pricing Policy to learn more about additional fees. These fees are deducted from your payouts. Note: The Card Account Updater is not available at this time.

Regulations and Compliance

Question	Answer
What is a 1099-K form?	The 1099-K tax form is used to report card payment and third party payment transactions. If you meet the Internal Revenue Service (IRS) thresholds, you will be issued a 1099-K.
What is PCI compliance and why is it important?	Payment Card Industry (PCI) compliance refers to the technical and operational steps taken to protect the payment card data provided by cardholders and used in card payment transactions. PCI compliance is mandated by regulatory bodies to ensure the security of card transactions.