Migration
Handling Missing Credit Cards After Rectangle to Smile Advantage Payments Migration
This guide helps offices that were migrated from Rectangle Health to Smile Advantage Payments ensure memberships renew successfully by identifying and resolving missing or expired credit cards.
Why some cards may be missing
Section titled “Why some cards may be missing”This guide applies only to practices that were migrated from Rectangle Health to Smile Advantage Payments. During the migration:
- All patient profiles, memberships, renewal dates, and plan details were moved successfully.
- Some saved credit cards could not be transferred because of:
- Card network rules (Visa / Mastercard)
- Gateway-to-gateway limitations
- Encryption and security restrictions from Rectangle Health
Because of those restrictions, a portion of cards had to be re-collected, even though the memberships themselves remained intact. This is not a system error; it is a compliance and security limitation between processors.
To reduce disruption, Smile Advantage added automated detection of missing or expired cards, branded outreach to patients, and secure self-service update links.
When to use this guide
Section titled “When to use this guide”Use this anytime:
- A patient shows no card on file
- A card is expired or failed
- A renewal is approaching and payment may not process
How the system helps automatically
Section titled “How the system helps automatically”Smile Advantage already:
- Detects missing, expired, or failed cards
- Sends branded text and email messages
- Uses your practice name and contact details
- Lets patients update cards securely online
Staff should still review upcoming renewals and take action when needed.
Requesting an updated payment method
Section titled “Requesting an updated payment method”1. Find patients with missing cards
Section titled “1. Find patients with missing cards”From the dashboard, go to Active Memberships and click View Patients Coming Up for Renewal. Look for patients marked as missing a card, and focus on the next 30 days.
2. Open the patient profile
Section titled “2. Open the patient profile”Click the patient’s name, then check the left-hand panel:
- Card on File = Missing means action is required.
- A renewal date approaching means prioritize that patient.
3. Choose how to collect the card
Section titled “3. Choose how to collect the card”Option A: Add it in office. If the patient is present, click Add Payment Method, enter the card details, and save.
Option B: Call the patient. Enter the card for them, or send them a secure update link.
Option C: Send a secure update link (recommended). Click Add Payment Method, then select Send SMS to Update (example below) and Send Email to Update. Send both when available.
The patient will be prompted to fill out an Update Payment form like the one below:
4. Confirm the card was added
Section titled “4. Confirm the card was added”Once updated, the card will appear on file and the membership can renew normally.
Ongoing best practices
Section titled “Ongoing best practices”- Check upcoming renewals weekly
- Look 30 days ahead
- Confirm cards during patient conversations
- Act quickly if one is missing
Payment history vs. card on file
Section titled “Payment history vs. card on file”You may still see card details in past payment history. That does not mean there is an active card stored. Only the Card on File status determines whether a renewal will process. If it is missing, follow this guide.
Key notes
Section titled “Key notes”- Smile Advantage never stores full card numbers.
- Cards are stored securely through a Level 1 PCI Compliant service provider.
- The system continuously monitors card status.
- Patients are automatically prompted when action is needed.