Why can’t I process payments in Practice Management Bridge?
One of our payment gateway partners, BridgePay Network Solutions (BNS), is experiencing an outage. Rectangle Health systems remain safe and secure.
How can I continue processing payments?
You can continue to process payments securely using the temporary access NMI Virtual Terminal, a secure-back-up method that keeps patient check-outs moving until service is restored. You can:
- Process a payment (key-in / sale)
- View a payment report
- Void a payment
- Issue a refund
- Create users
For more information, see the guide and video walkthrough. To access the guide or video walkthrough:
- Go to the main Rectangle Health website.
- Click Platform login in the upper right corner of the screen.
- Scroll down to Getting started guide or Video: Setting up your virtual terminal.
- Select Download the guide or Watch the video.
What happens with Recurring Payments?
Recurring Payment processing and Recurring Payment plan history are temporarily unavailable. Active Recurring plans will not be charged or declined during this time.
Where is my credentials email to access the Virtual Terminal?
Your account signor received an email from [email protected] or [email protected] with temporary login credentials. You will need to set a password before signing in. If you don’t see the email, please check your spam folder and then move the email to your main inbox.
I have a temporary access email and still can’t login. Why?
When logging in, click Set a Password.
If the link is not clickable, ask the account signer to check their email and move the credentials message from their spam or junk folder to their main inbox.
Once the email is in the primary inbox, the Set a Password hyperlink should function properly.
Once you log in, see the guide or video walkthrough to support you. To access the guide or video walkthrough:
- Go to the main Rectangle Health website.
- Click Platform login in the upper right corner of the screen.
- Scroll down to Getting started guide or Video: Setting up your virtual terminal.
- Select Download the guide or Watch the video.
Why am I getting an Authentication Failed notice?
This means your password has failed. Please re-enter your password exactly as it was created. Passwords are case-sensitive. If you are locked out, wait for 15 minutes and try logging in again.
If you’re still unable to log in, please visit our Customer Support page for assistance with a password reset. To access our Customer Support page:
- Go to the main Rectangle Health website.
- Click Customer support in the upper right corner.
For the Description field of your Customer Support request, use “Reset password”.
Why does my transaction show as Pending Capture?
This means the transaction was ran as an Authorization rather than a Sale. To fix this:
- Click on the transaction ID number.
- Under the Transaction Detail header, click the Capture button.
Capturing the transaction finalizes the sale and ensures it is included in your settlement.
How can I access my transaction history?
Log into your online viewing portal (the same portal where you access monthly statements and deposit details). This portal is tied to your Merchant ID (MID).
From there, you can generate transaction reports that include:
- The last four digits of the card number
- Transaction amount
- Settlement status
How long will this last?
We are closely monitoring the situation and working with our payment vendor to restore service as quickly as possible. For system status updates, click System Status in the top right corner of the Practice Management Bridge Help Center. In the meantime, you can continue processing payments on the Virtual Terminal.
How do I get help?
For assistance, please visit our Customer Support page. To access our Customer Support page:
- Go to the main Rectangle Health website.
- Click Customer support in the upper right corner.
Response times are longer than usual due to current inquiry volume.
Including detailed information will help us expedite your request.