FAQ: Client Packages

Healthie's Client Packages tool enables you to organize your services and products. You are able to set up one-time and recurring payments for your client packages, as well as bundle Appointment Sessions, Programs, and Products. In this guide, we answer common questions to using Healthie for creating and selling Packages, which is the catch-all term for what you offer to clients.

If you cannot find the answer to your billing question, please email us at hello@gethealthie.com. You can also join our weekly LIVE class to review the fundamentals of Healthie's Client Packages features. Time is saved at the end of the class for a Q+A with our Customer Success team. Sign up here


Can I add multiple billing frequencies to the same Client Package?

It is not currently possible to indicate multiple billing frequencies for a Client Package. 

For example, if you offered a "Wellness Package" and wanted to offer the option for clients to pay upfront or month-to-month, you would need to create two separate Client Packages with these unique billing frequencies. 

If a client is enrolled in more than 1 package, how does this show up on my client's credit card statement? 

If a client is enrolled in two packages in which payment is taken out on the same day, only 1 transaction consolidating both packages / payments will show up on the client's credit card. What this means, is that if you wanted to charge a client for a) a bundle of sessions and b) an ancillary package, you could charge for two services on one day, and it would show up as one consolidated line item on the client end. 

What happens when a client payment fails? Do I need to re-try this charge?

Automatic payments should be manually re-tried, our payment processor does not retry any failed payments once the credit card is updated. If the client is on a recurring payment, future / upcoming payments will still charge as scheduled. You will receive an e-mail when a client charge fails. 

More information on handling failed payments is available here

What is the ideal size of a picture for my client package? 

For best results with your package cover image, use an image with an aspect ratio of 16:9 and a minimum size of 480 pixels by 270 pixels.

Can I change the billing date of a package on Healthie?

There may be instances in which you'd like to change the date that a client is billed. We recommend cancelling the automatic payment, and then re-charging your client on the new date to re-enrolling them in a package. At this time, the concept of a "trialing package" does not exist in the platform, but we will update this when the platform supports this. 

A future update in Healthie is planned to help improve the ability to change a package billing date. Please check back to this article for an update, or email our team at hello@gethealthie.com so you can be notified when this capability is live. 

Why can't my clients see my package(s)? 

Each Healthie package has a setting that allows you to make it "visible" or "not visible" to clients. This allows you to control which clients can see/purchase your packages. 

Please review our Getting Started: Client Packages article > Included Items section > Client Settings & Package Visibility

Note: If you've made a package visible, but your client cannot view, please make sure you have not included a program that has already ended. By default. packages containing past programs will not show.

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