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Patient Copilot Help Center

Patient Copilot SaaS Mode FAQs

This guide covers common questions related to billing, SaaS configuration, sub-accounts, payments, and verification. * * * ## Billing & Wallet ### Q. How do I delete the last card from the billing page? If only one card is present, it cannot be removed from the sub-account billing page. Workarounds: - Delete the card directly from Stripe (if you have access to the customer)

  • For SaaS V2, card management may only be available at the agency level ### Q. Why do card changes reflect across multiple sub-accounts? This happens when multiple sub-accounts share the same Stripe Customer ID. Solution: Assign different Stripe customers per sub-account: - Disable SaaS for the sub-account
  • Re-enable using: - Share link - Request via SMS/email ### Q. Why can’t the client add payment details? Common errors: - No such customer
  • stripe.confirmPayment… Possible reasons: - Stripe customer was deleted
  • Stripe account was changed
  • Sub-account transferred between agencies Solution: - Disable and re-enable SaaS to recreate mapping ### Q. Why can’t Indian clients add payment details? Due to RBI regulations, a billing address is required. Solution: Add billing address in Stripe dashboard ### Q. Why are auto-recharges failing? Auto-recharge does not support 3DS-only cards. Solution: - Use a card that supports 3DS but is not 3DS-only
  • Alternatively, use manual recharge ### Q. What happens when SaaS is disabled? - Subscription is cancelled
  • Wallet is permanently deleted
  • Agency must handle refunds manually After disabling: - Agency receives wallet balance via email
  • Can refund or add credits manually ## Welcome Email ### Q. Why are custom values not populated? Custom values must be configured in: SaaS Configurator → Advanced Settings. Direct edits in sub-accounts are not supported. ### Q. What is the default subject of the welcome email? “Activate your account” ### Q. Why is the default email sent instead of my custom email? This happens if the template is missing from: [Do Not Edit] SaaS Configurator Templates Solution: - Reset Agency Welcome Email (via support) ### Q. Who receives the welcome email? All newly created users in a sub-account. ### Q. How do I fix the wrong sub-account for welcome email? Reset the Agency Welcome Email via support * * * ## Sub-Accounts & Subscriptions ### Q. Why are duplicate sub-accounts created? When purchases are made via: - Stripe
  • Funnels
  • Sale links A new sub-account is created automatically. To avoid this: Use manage Client page for existing accounts. ### Q. Why aren’t sub-accounts created via funnels? Check if the product is tagged as an Agency Plan. Notes: Test mode purchases do not create sub-accounts ### Q. How do I move a subscription between sub-accounts? 1. Ensure both sub-accounts use the same Stripe customer
  1. Disable SaaS (without cancelling subscription) on source account
  2. Reload target account → subscription attaches automatically ### Q. Why can’t I upgrade a plan? The sub-account may already be on the highest plan in its category. ### Q. How do I transfer SaaS accounts to another agency? 1. Disable SaaS for all sub-accounts
  3. Transfer sub-accounts
  4. Handle wallet balances manually * * * ## SaaS Configurator & Plans ### Q. Why is “Invalid price currency” shown? Occurs when: - Price currency ≠ category currency Fix: - Update price in SaaS Configurator
  • Then update currency in Stripe Note: - Currency cannot be changed if: - Sale links exist - Active subscriptions exist ### Q. How do I disconnect Stripe Connect? Stripe cannot be disconnected if active SaaS billing depends on it. Steps: 1. Go to Agency Settings → Stripe Connect
  1. Identify blocked sub-accounts
  2. Disable SaaS for those accounts
  3. Retry disconnect ### Q. Why can’t I disconnect Stripe (error about active clients)? SaaS is still enabled on sub-accounts using that Stripe account Solution: Disable SaaS for all affected sub-accounts first ### Q. Why are SaaS V1 or V2 plans not visible? This depends on selection during SaaS setup: - Stripe selected → SaaS V1
  • Agency Sub-account selected → SaaS V2 Fix: - Disable SaaS
  • Re-enable with correct option ### Q. What is the difference between SaaS V1 and V2? SaaS V1: - Stripe only
  • Configured at agency level SaaS V2: - Multiple providers (Stripe, NMI, Authorize.net, Square)
  • Configured per sub-account ### Q. Can I use SaaS V1 and V2 together? No. A sub-account can only use one mode at a time. Q. Why can’t I switch between monthly and annual plans? - SaaS V1: Allows switching
  • SaaS V2: Only same billing interval allowed * * * ## Security & Verification ### Q. Why is 2FA required even if turned off? - Email verification is mandatory
  • Only phone verification can be disabled ### Q. Why is rebilling not enabled / not moved to LC? Because the account is in verification pending state. Fix: - Complete verification (email/phone)
  • Or manually verify via Manage Client ### Q. Why is the sub-account showing “Manual Verification Pending”? This is due to: - Pending email/phone verification (not pause setting) Important: - Does NOT block access
  • Required during first phone number purchase ### Q. Why is the sub-account “Paused due to pending approval”? This is controlled by:SaaS Configurator → Security → Pause new sub-accounts Solution: - Approve or reject from: - Manage Client page - Requests section * * * ## Dashboard & Visibility ### Q. Why is the Agency Dashboard not visible? Controlled by visibility setting: - Only Me → Only owner can see
  • All Admins → All admins can see Fix: - Update in: Agency Settings → Stripe * * * Need More Help? If your issue isn’t listed: Contact Support