[07 24 2013 @ 1:00pm CT] As previously reported PayPal did push an update very early on 7/19 that caused the secondary payments to show up in error on the PaymentSafe reports for transactions processed on 7/19. The secondary payments stopped being created for transactions processed on 7/20 and beyond. These were only for individual payments that processed against a Payment Plan. We advised to NOT post the secondary payments as they were not true payments.
Passport apologizes for the inconvenience this caused for those impacted. If you haven’t already, please reach out to us if you have report or reconciliation questions that need addressed at customer.support@passporthealth.com or 866-854-6796.
[07 19 2013 @ 5:30pm CT] The Passport reports tomorrow morning will contain some secondary payments in error as you saw today. These will be for those individual payments that processed against Payment Plans today. Please be aware and do NOT post the secondary payments that appear. We will provide an update Monday when we know more.
It has been determined that PayPal pushed an unannounced update just after midnight this morning that created these issues.
Passport apologizes for the inconvenience and appreciates your patience. Please contact customer support with any questions or concerns at customer.support@passporthealth.com or 866-854-6796.
[07 19 2013 @ 10:00am CT] The Passport reports are including a second payment record in error on individual payments that have been processed within a Payment Plan. This impacts both Electronic Checks (ACH) and Credit Card transactions. Cardholders have NOT been charged twice on these so do NOT credit or void these transactions. Additionally do NOT post these second payments to the patient accounts.
Passport has escalated this within PayPal and will provide an update once we know more. Thank you in advance for your patience and please contact customer support with any questions or concerns at customer.support@passporthealth.com or at 866-854-6796.
