Ivy Pay - Therapist app 4+

Helps us focus on therapy

IvyPay has been a great way for us to collect credit card and HSA payments quickly and easily. Our patients like keeping control of their own information. We like the relative ease of use. The weekly reports (emailed as an Excel file) contain a lot of helpful information for tracking payments.

I gave it 4 stars because more training options would be helpful. Both for us to use the app and to see what our patients experience so we can answer their questions. But the staff has been very responsive and helpful to our support requests so we are getting the information as we go. Here are some things we have learned:
*You must run the app on a phone or tablet; using a computer is not an option.
*It appears to be designed for use by therapists working alone. We use it in a clinic setting, but the confirmation texts go to our primary clinician (not the office manager). And there is no way to input which therapist is being paid (You can manually calculate that from info in the weekly report.)
*Patients must provide a cell phone number. Ivy communication occurs via text message.
*Messages — at least the initial invite — do not include our practice name, just Ivy. Patients may ignore it if not forewarned.
*Card info is recorded on a website...if that is a concern for you or your patients.
*If patients do business with more than one Ivy therapist, they have to set up a separate account with each one.

This may look like a lot, but overall we are quite happy!

As It Should Be

I am very much enjoying using Ivy Pay. For an individual/LLC private contractor therapist like myself, it is a perfect solution that enables me to accept payments from a variety of types of cards, including HSA accounts. And with no individual swipe fee and a better rate than most, I believe that the service is well worth the fee. My clients feel extra secure, not having me have to hold - or even ever seeing – their card numbers, and I appreciate not having responsibility of trying to keep track of her cards and keep them safe. After your client is prompted through a text to input their card information into the HIPAA-compliant, secure app, future transactions are a matter of a push of a button, whether or not your client has their card with them at that session. I also appreciate the position in place is me in to be able to enforce my no-show and cancellation policies, as I do not need their physical card to charge appropriate fees. Their customer service has been amazing, both in the expediency of response time as well as quickly resolving my issues and answering my questions. and on top of it, all, they make it easy to share the app with others, who you feel may benefit from it, along with a financial incentive for both you and the new customer/therapist. if only all aspects of private practice ran as smoothly as Ivy pay! Highly reccomend!

No Customer Support

They are great if you don’t need anything. If you have ANY problems or questions, don’t expect to be able to reach anyone or get ANY response, let alone have an issue fixed. When you’re talking about people’s money, being able to make a living and confidential PHI, not being able to address and resolve issues is a HUGE problem!

They will respond to this negative review (really, don’t bother, it’s performative), but NOT to ANY emails. You should be concerned when a business provides no customer service number to call and only has an internal online contact form on their website. They will NOT respond to this and never call you either when you select a tel call re: your request for help. This IS deliberate (and I know they ARE getting these correspondences).

They do respond to negative reviews in a public forum, but NOT to customer inquiries and needs to resolve legitimate problems with their system! They are more concerned about their image and purposefully ignore customer needs (which would actually eliminate negative reviews). It doesn’t seem like good business or make any sense, to deliberately ignore problems that appear you can solve pretty easily. But to not even respond to the inquiry at all, is just bizarre. See the reviews here and at the BBB. This seems to be their brand.

Developer Response ,

Hi there, our community team would love to ensure that you're supported. Please do reach out to us at support@talktoivy.com so we can help out.