Provet

There is a transaction menu in the payment terminal, but we do not recommend using the terminal transaction listing as it only reports the...

Can I get an End of Day report from a Provet Pay terminal?

If you need to return a payment terminal, contact Provet support for instructions. The process for returning a terminal varies depending o...

How do I return a payment terminal?

Contact Provet support.


The Provet team will send you a PCI DSS SAQ B-IP template to fill in.


Sign the PCI DSS and send it to the Prov...

How do I start using MOTO payments?

This could be due to insufficient funds, daily processing limits, or a temporary technical error. Contact Provet support and provide them ...

Why was the payment declined?

How long a payment can be refunded depends on the payment method. The following table lists the general refund periods of different paymen...

How long can a payment be refunded?

For terminals with integrated receipt printers, you can disable receipt printing if needed. If you need assistance, contact Provet support...

How do I disable terminal receipts?

To reprint a receipt, find the transaction in Provet where the receipt is attached.



For invoice payments, find the payment row in the P...

How do I reprint a receipt?

A refund is processed immediately after it has been triggered in Provet, and the result of the refund is immediately available in Provet (...

Refund is missing, not paid, or there are delays in refunds

Contact Provet support and provide them with the following information:








Your Cloud ID


Invoice ID: You can find the invoice ID in...

A payment has not gone through even though it looks fine in Provet

Depending on the bank, it may take a few days for a refund to arrive in a shopper's account. If a refund has not arrived in a few days, co...

Refund has not arrived in a shopper's bank account

Open the invoice page and find the payment row in the Payments section. If the information is not available on the invoice, go to Settings...

How do I find out if a transaction has been paid out?

To add a new payment method for Provet Pay, contact Provet support.

How do I add a new Provet Pay payment method?

Open the invoice page and check from the Payments section if the transaction receipt is available. You can print the receipt using the tra...

A payment has not arrived in my bank account

In Provet, go to Settings &gt; Integrations &gt; Provet Pay.


In the Companies section, add a new clinic location by selecting the pen bu...

How do I add a new clinic location to an existing client in Provet Pay?

This issue could be due to missing Country field information in the clinic location details. To resolve this, follow these steps:



Go to...

Cannot access the Provet Pay management page

In most cases when a payment cannot be located, the payment has been registered to a wrong client or an anonymous client in Provet.
You ca...

I cannot find a specific Provet Pay payment

Provet Pay can only refund payments that were originally paid using Provet Pay. A refund can only be given per transaction.
When the exter...

I cannot refund a Provet Pay payment

To give a specific user group, for example, your accountants, access to Provet Pay reports, you need to create a new permission group and ...

How do I give a user group access to Provet Pay reports and management page?

Clinic users may sometimes accidentally remove saved cards. In such cases, please contact Provet support and provide them with your Cloud ...

Client cards have disappeared

If there has been a payment attempt, you should see a successful or failed payment row.



Go to Records &gt; Invoices.


Select the Exten...

Shopper has completed an online payment, but payment does not show up in Provet

If you have problems with payment methods or need to have a new payment method added, contact Provet support.

The payment method on an online payment link page does not work

If a shopper has not received their Provet Pay online payment link, follow these troubleshooting steps:



In your Provet settings, check ...

Provet Pay: Shopper has not received an online payment link

If your Provet Pay payment terminal has broken, contact Provet Pay support. Broken payment terminals must always be returned to Nordhealth...

My Provet Pay Terminal Has Broken

Check the following:



Ensure the payment terminal is connected:
A cloud icon should appear in the top right corner of the terminal scree...

Shopper is unable to make a payment using the terminal

If a Provet Pay payment has failed or is missing in Provet or Provet Pay:



Open the invoice page and find the payment row in the Payment...

A payment has failed or does not show up in Provet or Provet Pay reports

This article explains how to split payments on a single invoice using multiple payment methods or cards with Provet Pay, both in the clini...

How to Split Payments on an Invoice Using Provet Pay

Provet Pay FAQ

Find answers and get help from Intercom Support and Community Experts

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