Enrollment FAQ

Why a new multi-seat license fee now?

We can no longer support unlimited free user licenses while also investing in Portal enhancements.

For many years, Payspan allowed each Provider account to license an unlimited number of Users or Administrators to support an account. Unfortunately, today’s economic environment coupled with our in-progress and planned portal enhancement investment make this unsustainable.

Payspan will continue to offer two free user accounts for every participating Provider. Accounts who require more than 1 Admin and 1 User can retain access for all of their users by electing to accept the monthly multi-seat access fee.

The first enhancement you will notice is an improved multi-factor authentication (“MFA”) functionality to keep your account safe with the added convenience of mobile SMS authentication.

Why would I choose to retain access for multiple users? How do I explain the monthly licensing fee to my organization?

Most Provider accounts like yours prefer to have three or more active users. Having multiple users helps to efficiently allocate work, allows for coverage during unplanned absences or PTO, and supports internal control measures.

On average, our active users utilize the Payspan Provider Portal 7 times per month. And, most view the Payspan Portal as the preferred location for payment and EOP data. We hope the added convenience of multiple users, SMS based MFA, and continued Portal enhancements more than justifies the modest monthly fee.

If I choose to maintain my multi-user status – how do I do it?

Easily and quickly. Click on the customized email link sent to your verified Administrator email to share your preferences. Only two clicks will ensure uninterrupted access for all of your Payspan Portal users.

Or, you can elect to opt-out of the monthly fee and reduce your user count at a future date.

What happens if I choose NOT to retain three or more user credentials?

No change is needed today. We will notify you via email at least 15 days prior to any change in user access or permissions. As the Admin, you can elect which user account will retain access to the Payspan Provider Portal.

If no elections are made, Payspan will automatically retain access for the longest tenured active user while removing credentials for all previously authorized users.

You can change your selection at any time in the future if you wish to reinstate access for all users.

 

Do I need to reduce user count today to avoid a future fee?

No and we will never charge your Account without permission. No users will be impacted today or even tomorrow. All validated, active users will continue to enjoy Payspan Provider Portal access.

If we don’t hear from you, we will assume you do not wish to retain access for all of your users. We will notify you via email at least 15 days prior to any change in user access or permissions. After that time, Payspan will automatically retain access for the longest tenured active user while removing credentials for all previously authorized users.

You can change your Account status at any time in the future if you wish to reinstate access for all users.

What other platform improvements are in the works?

We are examining a number of opportunities to improve your experience and reduce payment related administrative effort.

Our first enhancement, a more convenient multi-factor authentication (“MFA”) workflow using the convenience of your mobile or office phone will begin in Q3 of 2022. Unlike our previous MFA workflow which relied solely on email, this new workflow can use your mobile phone for SMS text or office phone with call-back. After initial account set-up, your users will be prompted for MFA when accessing the Payspan Provider Portal over a different device, using incognito mode, and some other instances.

Please stay tuned for exciting new announcements.

When do I need to make my election decision for my account?

Please share your decision before August 31, 2022. We will finalize account selections after Wednesday, August 31st and non-responses will not retain access for multiple users.  

While you can change your election at any time in the future, the only way to ensure uninterrupted access for all of your users is to click on the customized link emailed to you prior to August 31st.

Can I change my mind later?

Yes, anytime you want. If you change your mind prior to Wednesday, August 31st, you can use the same link to modify your election.

There will be no changes to your user access or account prior to August 31st.

How much does multi-user access cost? How often do I need to pay?

The monthly fee for your organization is provided in your email.

Payment is easy, and automated, using the same bank account which receives funds today. A receipt will be available via the Portal. More details on billing cycle, payment method, and cancelation policy may be found in the Multi-User Access License agreement

How do I cancel if I choose to reduce Portal user count at a future date?

You may cancel your Multi-User Access at any time. Once billing has begun, you may modify your preferences within the Portal under “Manage My Subscriptions”.

We’ve been a long-standing user of the Payspan portal, can the fee be waived?

We realize that many Providers rely on the Payspan portal for their payment and reconciliation needs.  To continue to offer a robust set of features for all Providers, including new enhancements such as an improved Multi-Factor Authentication service, the fee cannot be waived.