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OutSmart Guide

Updating Your Payment Information

You can change the credit card on file for your subscription directly inside OutSmart — no support ticket needed. Only the Principal Practitioner Account (the practitioner who created the office) can do this; admin staff and invited practitioners cannot update billing for an office they don’t own.

Updating the Card on File

  1. Log in to the Principal Practitioner Account.
  2. Open the Main Navigation Menu (the three bars at the top left).
  3. Choose Subscriptions at the bottom of the menu.
  4. On the Subscriptions page, open the Billing Information tab at the top.
  5. Wait for OutSmart to retrieve the current card on file — this can take up to 30 seconds.
  6. Enter the new card details.
  7. Click Update to save. The update can take up to another 30 seconds to process.

Once the update completes, all future charges go to the new card. Past bills are not automatically retried — see the next section if you have any outstanding.

Settling Outstanding Bills

If you have unpaid bills — for example, an attempted charge that was declined while your old card was on file — they don’t automatically retry against the new card after the update. You need to pay them manually:

  1. From the Subscriptions page, open the Bills tab at the top.
  2. Look for any invoice with an Unpaid status.
  3. Click the pay button on each unpaid invoice. The charge goes to the card currently on file.

Once the unpaid bills are settled, your account returns to Active status. If a payment fails because of a card issue (declined, expired, insufficient funds), update the card and try the payment again from the Bills tab.

Troubleshooting

The Billing Information tab isn’t showing my current card

The retrieval can take up to 30 seconds the first time you open the tab — OutSmart Pay needs to be queried in the background. Wait a moment, and if it still doesn’t appear, refresh the page and try again. If the card still doesn’t show after a fresh load, contact us at contact.outsmartemr.com.

My account is showing as past-due even after I updated the card

Updating the card doesn’t automatically retry the failed charges. Open the Bills tab and pay each unpaid invoice manually. Once they’re settled, the account returns to Active status.

I’m an invited practitioner — why can’t I update the card?

Only the Principal Practitioner Account (the practitioner who created the office) can update billing for that office. If you were invited to an existing office, that office’s billing is managed by whoever owns the office. For your own subscription needs, see Purchase Your Subscription for the create-your-own-office path.