Updating or adding a new payment method
You must have at least 1 payment method on file and can save up to 2 at a time. We accept credit cards, debit cards, HSA, FSA, HRA, or checking accounts. You can add all payment methods on the Billing page while logged in.
If your payment information is changing and you’d like to update your payment method on file, you can do this by logging into your Headway account, clicking on your initials in the top-right corner, and selecting Billing. From there, you can update the primary payment method on file, and/or add a secondary payment method.
You'll be able to link your bank account or a card directly. Please note that if you do add your bank account, you will have to agree to the ACH Authorization.
Please do not send your payment information in an email to us—all of our communications are encrypted, but it is still best practice to not have this information in writing.
Adding a secondary payment method
To add an additional payment method:
- Visit your Billing page
- Scroll to the Payment method section
- Click Add a payment method
- Enter your card or bank account information
- Check the box next to the acknowledgement of Headway's payment terms
- Click Save
As a note, you can click the checkbox next to Set as default payment method when you add a new card/bank account, or you can elect a new default payment method from the Billing page at any time.
Why we always need a payment method on file
Even when you’re fully covered, we require payment on file in the event of a cancellation fee or an update to your insurance, to make sure your therapist is paid for the amazing work they do.
If there’s ever a change to your coverage and pricing, we’ll help you make sense of it. Your appointment reminders will always show an expected price, too. See more on how your cost is determined here.
If your payment information was removed
If your payment method is unsuccessful after a few tries, we’ll remove it from our system automatically. We’ll let you know via email if there’s an issue with payment after the first try so you can take a look.
If it does get removed, you can add it back the same way you did previously! Just be sure that your payment method is valid and that there are sufficient funds.
Failed refunds
Once initiated, refunds will return to the original form of payment and will be reflected on your statement within 3-5 business days after they are processed.
For a peek behind the curtain, our third-party payment processor (Stripe) only allows refunds to be sent back to the original payment method used. For this reason, we’re not able to send a refund to a different destination (such as another card or bank account).
If your original payment method is no longer in service (expired, frozen, canceled), and the refund(s) have not reached you, let us know. We can often provide tracking numbers that you can pass along to your bank for assistance locating the funds, or we can look into getting your refund to you a different way if the refund bounced.
Temporary holds
In order to verify that your payment method has available funds, we'll place a temporary hold on your payment method whenever a new one is added. This hold will show up on your statement as “Headway” and will be for $1. Don’t worry — this hold is not an actual charge and we’ll always cancel it before you’re charged for a session.