In MacPractice 11.6, we've integrated credit card processing services thanks to a partnership with TSYS (formerly known as TransFirst). Now, you can process credit card payments and issue refunds from the ledger. This article covers how the integration works, the set up steps required in MacPractice in order to get started, and the intricacies of using the TSYS integration.
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IMPORTANT NOTE: This article covers the TSYS Integration within MacPractice prior to Build 12.15. We've expanded and altered the functionality of some components in Build 12.
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21+. If
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you’re on 12.
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21 and up, please refer to this article instead
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MacPractice Support can assist with the MacPractice integration of TSYS Credit Card Processing, but any issues regarding the hardware or a failure to process a credit card payment should be brought to the TSYS ISV Care Team. TSYS will also provide you with any passwords required for the Card Processing Machines. Their phone number is (855) 882-0507.
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Note: TSYS Integration is a paid feature on your MacPractice license. If you are interested in this feature, please contact MacPractice Sales |
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and they'll get you started and connect you with TSYS. |
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TSYS Preferences and Setup
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MacPractice is not able to help your office diagnose any networking issues. Check with your IT or Network Specialist for information on how to properly connect this Card Processing Machine to your office network.
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NOTE: You will need the PAX device passcode. This is typically provided by TSYS. If a client has just acquired TSYS, they can find the passcode on the packing slip of the PAX machine. If you do not have the PAX device passcode, please contact the TSYS ISV Care Team. |
Once the machine is properly connected to your network, please follow instructions below to check and/or enter the IP Address:
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In addition to the new Default Payment Type preference, we've also added in a new Payment Type, Insurance Credit Card, which grants the ability to process Insurance Credit Cards through TSYS. This can be selected like any payment method in the Payments Menu of the Ledger.
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It is important to note that the new Insurance Payment Type is available to use regardless of whether you have TSYS enabled on your license. |
This change will be reflected in several reports that track insurance payments.
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You'll notice that in the upper right corner, a "Card Entry Method" pop up menu and a new button are available. The pop up menu is used to select the method of processing the credit card payment. There are four options available:
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Each of these is a particular method for processing the payment, divided up into three methods; Transmit, Manual, and Forced. We'll describe each one in turn.
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Credit - ManualCredit - Manual allows a user to manually enter in credit card information from MacPractice. When you enter an amount for the credit card payment and select this option from the Card Entry Method drop down, the button immediately below the drop down menu will change to "Manual Entry".  When you click the Manual Entry button, it'll bring up a window where you can enter the card details. This method has the advantage of not needing the card reader physically present, which is great for situations such as processing payments made through statements or mail. (although the Card Reader must still be available on the same network as the MacPractice Server!)  The Card Number and Expiration Date fields are required. CVV may be necessary depending on how your TSYS account and hardware is configured. Once you click Submit, you'll be returned to the payment window, and you'll see a spinning wheel below the Manual Entry button. Once it completes, you'll get a confirmation message listed in the Payment Window, as shown in the screenshot below.  From here, the approved credit card transaction will reside in this payment on the ledger. You also have until the credit card batch is closed and approved to void the transaction by using the "Void Transaction" button, which we'll discuss later in Voiding Transactions. Credit/Debit - TransmitThe Credit - Transmit and Debit - Transmit options both allow you to use a credit/debit card on your card processing device, via swiping, or tapping, or any method the card reader supports. For our purposes, we'll refer to this action as "swiping". The "transmit" phrase refers to transmitting the card information from the machine to MacPractice. Functionally, the Transmit option works similarly to the Manual option. In the payment window, you'll enter in the Amount as normal, then select the Credit or Debit - Transmit option from the Card Entry Method drop down. Upon selection, you'll see the button below the drop down menu change to "Transmit to Device". When you click Transmit to Device, the payment window will have a spinning indication that says "Waiting for Device". At this point, you should swipe the credit or debit card.  If you wait too long to swipe a card, the "Waiting for device..." prompt as shown in the above screenshot will time out. Depending on how your PAX card reader is configured, the patient may need to verify additional information, and will be prompted via the device. When the card processes successfully, you'll see a confirmation message in the Payment Window, much like the Manual method. Forced Transactions (Credit - Forced)The last option, Credit - Forced, is used in situations where a card has been initially declined, or there is a problem with processing a card payment.  Normally, the Credit - Forced option when you received a Declined message after attempting to process a card via the first three methods, as shown in the screenshot above. In this situation, a patient can contact the credit/debit card company's phone number (typically printed on their card) to obtain an Auth (Authorization) code that will allow the payment to be processed. When you receive the Declined message, select the Credit - Forced Card Entry Method from the drop down. The button will change to "Force Transaction". When you click this button, a prompt will appear asking for an Auth Code, and the card information again.  The Forced method can also be used to re-enter a credit/debit transaction that was deleted from the card reader, or if the connection from the card reader to TSYS was interrupted. By accessing the transaction/auth # from the TSYS portal and entering it into the Auth Code field, you can re-enter this information into MacPractice without re-processing the card. |
Partially Approved Payments
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You can print off a credit card receipt for patient credit card payments after running a transaction in the Payment Window by checking the "Print TSYS Card Receipt" checkbox in the Payment Window.
This checkbox is enabled by default on all new payments, and unchecked when opening an existing payment.
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Note: This checkbox is not available for Insurance Credit Card payments, you'll need to use the Print TSYS Credit Card Receipt option to print these off manually. |
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Upon clicking the "Save" button on the Payment Window, a prompt will appear allowing you to select the printer. The printed receipt form matches the dimensions for a DYMO Printer standard size, but you can print it off with any kind of printer.
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You can also select the payment or refund in the patient's ledger and select "Print TSYS Card Receipt" from the Print Menu. You can also simply double click the receipt line in the ledger to open up the receipt, allowing you to reprint an existing receipt.
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The Refund window will appear, and you'll see an additional drop down and button for the Card Entry Method much like the Payment Window when processing a new credit card payment.
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It is important to note that you can refund a payment to any credit/debit card. It does not need to be the original card that made the transaction. |
Much like when processing a payment, you'll select the desired Card Entry Method, with the exception of Credit - Forced, and follow similar steps as described in Credit/Debit - Transmit and Credit - Manual to process the refund.
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Remember that deleting a payment or refund does not void the associated card transactions. If you accidentally delete a payment or refund, you can access your non-ledger card transactions in the Transaction Log in the Accounting Ability.
Refunding to CheckIf Check
If you find yourself in a situation where you need to issue a refund by check, the best way to accomplish this is to select the credit/debit payment in a ledger, then select Refund as you normally would. You'll still need to ensure that there is an unapplied portion of the payment to refund.
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By deleting the payment that the transaction is connected to, you will turn this transaction into a Non-Ledger Transaction. These can be located in the Transaction Log.
From there, you can use the Transaction Log Action "Post as New Patient Payment" or the Action "Post as New Patient Insurance Payment". This will create a new payment, either patient or insurance, and the credit card transaction will be tied to this payment.
You will be prompted to select a patient upon selecting this action.
Common Error Messages
We never want to see error messages, but they do provide us information regarding any problems we may be facing. This section can help you interpret what these error messages mean. If you are EVER in doubt, contact MacPractice Support and we can assist you.
Common MacPractice Errors
Unable to parse response from device
Device has sent a response that MacPractice does not expect or is garbled.
Invalid response received from device
Device has sent a response that MacPractice does not expect or is garbled.
Machine Identifier Missing
UUID is somehow missing
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For the above errors, the common thread between them all is a connection problem between a MacPractice Client computer and the MacPractice Server computer. Troubleshooting steps would include confirming the computer you're using is connected to your network, checking to ensure the Server Computer is running with MacPractice started, and restarting your Server and Client computers.
PAX Card Reader Messages
The following table describes errors and messages that the PAX Card Reader itself will produce in various situations. For more detail on some of these issues, please contact TSYS Support.
Error Code | Error Message | PAX/TSYS Description | Explanation |
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000000 | OK | Approve | The transaction was approved for the amount requested |
000100 | DECLINE | Host Error (See Host Specific Errors) | The transaction was declined for a number of reasons at the financial institution. Contact TSYS with assistance. |
100001 | TIMEOUT | Time out | The device has timed out while awaiting for the card information to process the transaction or timed out while waiting for a response from TSYS/Host. Timeout settings can be adjusted with TSYS on the firmware. This can also be adjusted on the PAX device itself. |
100002 | ABORT | User Aborted | The user or patient pressed cancel on the PAX device (Or a transaction was cancelled or halted in MacPractice) |
100006 | BATCH FAILED | Batch Failed |
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100011 | DUP TRANSACTION | Duplicate transaction, if the terminal returns this error code the operator should confirm if this is a new transaction. The ECR can resend the pack with “Dup Override Flag” set. | This can indicate that the transaction is identical to a previously made transaction. It could also be an indicator that there is an issue with retaining certain data. We strongly recommend contacting TSYS for more elaboration on what could cause this message, and inform MacPractice Support of the issue. |
100021 | ALREADY VOIDED/ALREADY COMPLETED |
| Already Voided - This indicates that the transaction has already been voided, rendering it null. If this is not anticipated, contact MacPractice Support and we can investigate further. Already Completed - This indicates that the transaction in question has already been completed. Contact TSYS for more detail. |
100023 | UNKNOW ERROR/NOT FOUND/USER ABORTED/ CANNOT VOID |
| The most common one we will see is NOT FOUND which means the transaction is not found on the device or the batch is already closed. User Aborted could indicate a user cancelled a command or transaction in progress. The best course of action is to contact TSYS for any of these messages. |
| UNSUPPORT EDC | PIN Debit is not enabled on the account | Client will need to reach out to TSYS to enable PIN Debit.
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| DEVICE RESPONSE - HOST MID NOT SET | The office may be set up with the wrong integration platform on TSYS's end | In this situation, the office may need to contact TSYS at integratedcustomercareoma@globalpay.com in order to be transitioned to the appropriate platform. |