Support
 

Update: Limited Functionality: Taking Payments — Tuesday, December 7, 2021

As a follow-up to our previous communication regarding limited functionality involving taking payments, we are writing to inform you that we are pending confirmation from our third-party hosting vendor if the primary cause of the outage has been resolved. However, in our system, error rates have reduced and successful transaction processing is normalizing.

What We Are Doing:
Our engineering team is currently working to validate payment records, and our first priority is to reconcile payments within the modmed® Pay Dashboard and Reporting. We believe there may be a small number of transactions that successfully processed but are missing from the modmed Pay Dashboard, and some transaction records within modmed Pay may be incomplete.

Our second priority is to reconcile payments within Practice Management. We are aware that there are a large number of transactions which were successfully processed and are showing correctly in modmed Pay Dashboard, but are missing from Practice Management.

When We Anticipate Reconciliation and Update of modmed Pay Dashboard:
Subject to the primary cause being fixed by our third-party hosting vendor, we anticipate being able to complete the reconciliation and updates of the modmed Pay Dashboard tomorrow, Wednesday, December 8, 2021.

Subsequently, we plan to reconcile payments within Practice Management. We plan to provide updated timelines tomorrow, Wednesday, December 8, 2021.

Please note: ModMed is working to correct discrepancies within Practice Management, and we recommend that clients do not attempt to manually add payment records, as this may cause duplication when we complete automated corrections. We ask for your patience while we work through these issues.

We plan to provide updates as our team is able to validate and update data inconsistencies. We apologize for any inconvenience this may be causing your practice.

 

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