Passport experienced a intermittent processing issue with PayPal today between 11:15am and 2:30pm CT that caused some payments to time out at the host. These impacted payments are in a pending authorization state at PayPal that will ultimately fail to settle in and drop off in 5-7 days. This would tie up these attempted funds for the cardholder/patient. Instead, Passport is working with PayPal to void these and release the cardholders funds quicker. Unfortunately, this will require the merchants to reach back out to the cardholders/patients and collect their payments again if they hadn’t already attempted a second transaction successfully. Our Financial Services team is working to contact each impacted merchant and provide them with a list of the affected transactions. Again this did not impact all merchants.
We apologize for any inconvenience this caused you and your staff today. If you have any questions please contact us at customer.support@passporthealth.com or at 866-854-6796
