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Client Missing Fee Payment Method

  • Updated

You may see a “Missing Fee Payment Method” alert when you try to schedule a session or view a client profile.

Screenshot 2026-01-22 at 4.54.07 PM.png

This alert is shown if both of the following are true:

  1. In Client Preferences, Enforce late-cancel / no-show fees is set to ON for this client
  2. The client does not have a valid card on file for fees (or only has an HSA/FSA card saved).

When these conditions are met, Tava will block scheduling until a valid payment method for fees is added. This helps ensure that when you choose to enforce your late-cancel / no-show policy, there’s a way to collect those fees.

Note: HSA/FSA cards are not valid payment methods for late-cancel or no-show fees. If this is the only card on the client’s account, they’ll still need to add a credit or debit card.

What it means

If you see the “Missing Fee Payment Method” alert on a client’s profile, it means:

  • The client is currently required to have a fees card on file before you can schedule, and
  • They haven’t added a valid credit or debit card yet.

You have two options:

  1. Keep enforcement ON and ask the client to add a card (or add the card yourself)
    • Best if you want Tava to automatically charge late-cancel / no-show fees for this client.
    • You won’t be able to schedule until a valid card is added.
  2. Turn enforcement OFF for this client (if appropriate)
    • Go to the client’s Client Preferences and toggle Enforce late-cancel / no-show fees to Off.
    • You’ll then be able to schedule sessions without a fees card on file.
    • Tava will not charge late-cancel / no-show fees for this client while enforcement is off.

These settings can always be updated at a later date.

For urgent or emergent situations where you need to see a client before they can update their payment method, you can also reach out to therapist-support@tavahealth.com for help.

Client Preferences Dialog (2).png

How clients can add a payment method

You can share these steps with your client:

  1. Go to care.tavahealth.com/billing and log in.
  2. Scroll to the “Late cancellation and no-show fees” section.
  3. Select “Manage payment method” to add a credit or debit card.
  4. Review the late-cancel / no-show policy, then click “Accept Policy.”

Once a valid card is on file and the policy is accepted, the alert will clear and you’ll be able to schedule sessions as usual.