Setup FAQs
Where do I set up the integration and where do I input my Fortis credentials
Where can I get a Fortis ID?
Contact Fortispayments.com to sign up for their service. They will send you a setup email with all you need to get started!
What is the Refresh Fortis Postback button for?
This can be used to troubleshoot if you ever have issues syncing patient payments.
What card swipers can I use?
Please reach out to Fortis directly as they are the ones that can provide recommendations for card swipers and assist with setup.
Where do I get support if I have a Fortis issue?
For technical matters (for example: card saved on wrong account, why was a payment declined, issues in updating recurring payments, etc.), please contact Fortis' Technical Support Team:
Chat: If you open a Fortis Contact, they have a chat feature on the bottom right-hand corner of their system. Chat is the fastest way to receive a response.
Phone number: (855) 465-9999 option 1
Email: [email protected]
For non-technical matters (for example: issues with your credential set, questions about your merchant account, etc.), please contact Fortis' ChiroHD Support Team:
Email: [email protected]
Patient Payment FAQs
How can I get payments to sync if they are not showing up on the patient's ledger?
Every once in a while, it can happen when a payment does not sync for various reasons. If this ever happens, just follow the steps in this article: Click Here
How do I process a refund with Fortis?
Refunds must be processed directly through the Fortis contact. If they are not, the patient will not actually receive their money back.
Processing Refunds in Fortis:
Refund a transaction: Click on the individual transaction/payment and refund that specific transaction.
Refund without a transaction:
Go to Fortis contact.
Click on "Charge" at the top right.
Select "Refund" under transaction type.
Manually enter the card information or swipe the card.
Enter the refund amount.
For detailed instructions, refer to this guide: How to process a refund in Fortis.
Important Notes:
If the refund option is missing from the transaction type dropdown, please contact Fortis directly to have the option added.
Any actions performed in Fortis will sync into ChiroHD if performed after the office's sync start date (found under the Integrations tab). All payments and refunds will be synced from that sync start date.
How can I switch a payment from one patient to another?
For technical matters (for example: card saved on wrong account, why was a payment declined, issues in updating recurring payments, etc.), please contact Fortis' Technical Support Team:
Chat: If you open a Fortis Contact, they have a chat feature on the bottom right-hand corner of their system. Chat is the fastest way to receive a response.
Phone number: (855) 465-9999 option 1
Email: [email protected]
It is preferred that you contact Fortis for this matter, but this article will walk you through the steps: Click Here
How do I create a new Fortis contact, or map to an existing Fortis contact?
This article will walk you through the steps: Click Here
How do I set up monthly payments?
Open any fortis contact and click "add recurring billing"
Please see the fortis support page for more training
Open Fortis
Click the "?" HELP button at the top right of the screen
How do split payments work in Fortis?
Please see the fortis support page for more training
Open Fortis
Click the "?" HELP button at the top right of the screen
Where do I find recurring payments that were declined?
Launch Fortis
Click Reports Recurring Billings
Filter by date or name
When I try to create a fortis contact, I am getting an error that states "Bad RequestData submitted is malformed0400"
This occurs when there is a special character in the patient's name. To fix this, perform these steps:
Close Fortis
Open the patient profile in ChiroHD
Remove the special character from the patient's name in ChiroHD Patient Profile
Save
Click Open Fortis Contact
Click Create New Contact
Proceed as usual
Once the Fortis contact is created, close Fortis, open the ChiroHD patient profile, and add the special character back in
How To Link A Fortis Payment That Is Not Connected To A Fortis Contact