You will typically receive an emailed receipt when your payment has been successfully processed. If you do not receive an email confirmation, please contact support@payground.com and we are happy to confirm if your payment successfully went through. Please note that we cannot send itemized receipts due to HIPAA regulations. If you need an itemized receipt please contact your provider directly. 

If you believe the payment request is an error or you’ve already made the payment, you must contact your healthcare provider to address the discrepancy and stop future requests.

For all inquiries regarding account details (like balances, payment history, insurance, or itemized receipts) please reach out to your healthcare provider or organization.

Payments through a link/URL from a text, email or paper statement will post automatically to your provider’s account. If your provider has not received your payment, please contact support@payground.com with your provider name, amount and date paid so we can look into it for you!

You can use the mobile app to pay any bill you receive from your provider (whether you’ve received it via paper statement, text, or email) by uploading a photo or manually entering the details. The app then attempts to match the details of your bill to our network of providers. 

You are charged a fee if our vendor has to mail a paper check payment, which can take up to 14 days. If applicable, the fee is 3%. Further explanation below:

Scenario 1: Electronic Match Found (No Fee)

This is the fastest and free option.

• When you enter your bill’s details (provider name, address, etc.), the app searches for an exact match with a provider who is set up for electronic payments in our system.
• If that electronic match is found, your payment is processed instantly and electronically.
• Result: You are not charged a fee for this payment.

Scenario 2: No Electronic Match Found/Your Provider is Not Contracted with PayGround (3% Fee Applies)

This scenario requires a physical check to be mailed to the provider and involves a fee.

• If the app cannot find a match for your provider’s electronic account, we must use an external service to handle the payment.
• This service creates, prints, and mails a physical check to the provider’s mailing address you entered.
• Result: Because this requires extra operational steps (printing and mailing), a 3% fee is added to your payment to cover these costs.

If your provider has opted in to payment plans, you will be able to set it up during the bill pay process through your payment link. Your provider sets the criteria for the smallest payment amount available and the maximum number of months for the payment plan, but they are always 0% interest.

There are no fees for standard electronic payments made through the link in your email, text message or paper statement.

If you use the PayGround mobile app, there is a possible 3% fee if you use your credit card. If your provider’s office address does not match up with our system records, there will be a processing fee due to using a third-party processor.

Payments can be made electronically by entering your bank routing and account number, or by using your credit, debit or HSA/FSA cards. Note: some providers do not accept ACH payments.