How to Update Your Credit Card / Payment Method in the HYPE Accounts Portal

How to Update Your Credit Card / Payment Method in the HYPE Accounts Portal

Quick Answer

You can update your credit card securely through the HYPE Accounts Portal.
Please log in to the portal using the email address that receives your HYPE invoice. Once logged in, go to:
Home → My Details → View More → Payment Details → Edit / Pencil icon → Update / Save
After saving, confirm that the new card’s last four digits appear in the portal.
For your protection, please do not send your credit card number by email, fax, text message, or support ticket.

Info
The HYPE Accounts Portal: a short instructional video: https://books.zoho.com/portal/hypesystems

Applies To

This article applies to clients who pay HYPE Systems invoices or subscriptions by credit card through the HYPE / Zoho Accounts Portal found on https://www.hypesystems.com/contact-hypesystems

Important Login Note

Your portal username is usually the email address that was used to send the invoice to you.
If your clinic has multiple users, please make sure the person logging in is the person who receives the invoice or has been invited to the accounts portal.

How to Update Your Credit Card

Step 1 — Open the HYPE Accounts Portal

Open the accounts portal link provided by HYPE Systems.
This link may have been sent to you in your original accounts portal invitation email or invoice-related email.
If you cannot find the portal link, please contact HYPE Support and we can resend it.

Step 2 — Log In With the Correct Email Address

Log in using the email address associated with your HYPE invoice.
In most cases, this is the same email address where your invoices are received.

Step 3 — Go to Payment Details

Once you are logged in:
  1. Go to Home.
  2. Look for My Details.
  3. Click View More.
  4. Find Payment Details or Payment Information.
  5. Click the Edit or Pencil icon.
  6. Enter the new credit card information.
  7. Click Save, Update, or Proceed, depending on the screen shown.

Step 4 — Complete Bank Verification

Your bank may ask you to confirm the card update using a text message, banking app, security code, or pop-up verification screen.
Please complete this step before closing the page.
If the verification step is cancelled, blocked, or times out, the card may not save successfully.

Step 5 — Confirm the New Card Was Saved

After saving, return to the payment details page.
Please confirm that the new card’s last four digits are now displayed.
If the old card still appears, the update may not have completed.

Common Problems and What to Try

I entered the new card, but it did not save

Please try the following:
  1. Use Google Chrome or Microsoft Edge.
  2. Open the portal in a private/incognito window.
  3. Temporarily disable ad blockers or script blockers.
  4. Allow pop-ups for the portal.
  5. Make sure the cardholder name, postal code, and billing address match the card issuer’s records.
  6. Complete any bank verification step.
  7. Try again after a few minutes.
If the card still does not save, please contact HYPE Support and we can send you a fresh secure payment update link.

I cannot find Payment Details

This usually means one of the following:

  1. You are logged in using the wrong email address.
  2. Your clinic has more than one billing contact.
  3. Your accounts portal access has not been enabled.
  4. You are using the wrong Zoho or portal login page.

Please contact HYPE Support and include the email address you are using to log in. We can verify whether that email address has access to the correct customer account.

The portal says the payment method cannot be saved

This may happen if the card issuer or payment gateway rejects the card.
Common causes include:
  1. Incorrect card number, expiry date, CVV, or postal code.
  2. The card has expired.
  3. The bank declined the transaction or card verification.
  4. The bank verification step was not completed.
  5. The card cannot be saved for future automatic payments.
  6. The portal session timed out.

Please try again, or try a different card. If the issue continues, contact your card issuer or HYPE Support.

I added the new card, but my subscription still appears to use the old one

In some cases, a card may be added to the customer account but still needs to be associated with the active subscription.
Please contact HYPE Support. We can verify whether the new card is attached to your active HYPE subscription.

Security Reminder

For your protection, please do not send credit card details by email, support ticket, fax, or text message.
HYPE Support will never ask you to email your full credit card number.
If we need you to update your payment method, we will send a secure portal link or a secure Zoho payment-method request.

Contact HYPE Support

Please contact HYPE Support if:

  1. You cannot log in to the accounts portal.
  2. You cannot find the payment details section.
  3. The new card does not save.
  4. The portal still shows the old card.
  5. You would like us to resend the secure payment update link.

When contacting support, please include:

  1. Your clinic name.
  2. The email address you used to log in.
  3. A brief description of what happened.
  4. A screenshot of the error message, if available.

Please do not include credit card numbers in screenshots.

Support Desk Checklist

Agent checklist

Before escalating, confirm:

  1. Is the client using the correct HYPE / Zoho accounts portal link?
  2. Is the client logging in with the invoice recipient email address?
  3. Is the correct contact person enabled for portal access?
  4. Does the customer account have portal access enabled?
  5. Is the client trying from Chrome or Edge?
  6. Did the client complete bank verification?
  7. Did the card save to the customer account?
  8. Is the new card associated with the active subscription?
  9. Is auto-charge enabled where applicable?
  10. Is the payment gateway active and available for this customer?

How to resend portal access

In Zoho Billing / Zoho Books:

  1. Open the customer record.
  2. Confirm the correct contact person.
  3. Resend the accounts portal invitation or portal URL.
  4. Ask the client to log in using the email address that received the invitation.

How to request payment information securely

In Zoho Billing:

  1. Go to Customers.
  2. Open the customer record.
  3. Click More.
  4. Choose Request Payment Information or Request Payment Method.
  5. Send the secure Zoho-generated link to the client.

Do not collect or store credit card details manually in Zoho Desk, email, notes, spreadsheets, or internal tickets.

How to check whether the new card is attached to the subscription

In Zoho Billing:

  1. Open the customer record.
  2. Open the active subscription.
  3. Review the payment method attached to the subscription.
  4. If the new card is available but not attached, associate the correct payment method with the subscription.
  5. Confirm future renewals will charge the correct card.

Escalate when

Escalate internally or to Zoho/payment gateway support if:

  1. Multiple clients report the same issue.
  2. The portal payment screen fails to load.
  3. The client can update other details but not payment details.
  4. A saved card disappears or reverts to the old card.
  5. The payment gateway returns a repeated error.
  6. The subscription cannot be associated with the new card.


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