Step-by-Step: How to Perform Each Payment Plan Change

This article walks through the different payment plan actions that can be performed by a Staff member.

1. Modify Payment Plan (change term, monthly amount, or due date)
2. Add a bill to an existing plan
3. Forgive Missed Installments (during modify)
4. Waive Service Fee (during modify)
5. Pause Payment Plan
6. Resume Payment Plan
7. Cancel Payment Plan
8. Turn On Autopay
9. Change The Way You Pay (update payment method)
10. Cancel Auto Pay (turn autopay off)
11. Pay Next Installment
12. Pay Full Balance
13. Alter Pay In Full Discount
14. Remove Bills (financed/PayZen plans)
15. Combine Plans
16. View-only options

Starting point (common to all actions)

1. Open the patient's account. If they are on a plan it will display in the My Bill tab,
2. From that plan, click the Payment Plan Actions menu (or use the Pay Next Installment / Pay Full Balance buttons for payments).

If Payment Plan Actions is greyed out / disabled, the plan is likely paused, completed, pending, or in the middle of payment processing, or your role lacks the permission. 

1. Modify Payment Plan (change term, monthly amount, or due date)

1. Open Payment Plan Actions → click Modify Payment Plan.

2. On the modify page (titled Modify Payment Plan), adjust any of:

• Number of Installments — total number of remaining monthly payments
• Monthly Installment Amount — the dollar amount per payment
• First Installment Due Date — when the next payment is drafted

1. Flywire recalculates and shows the resulting New Plan Balance and updated schedule.
2. (Optional) Check Send Updated Statement Today if the patient should get a fresh statement.
3. Continue to the confirmation screen, review the new terms with the patient, and confirm.

Note: If a rollup offer is present, you'll see "Cannot change next payment date when rollup offer present" — the due date can't be changed in that case.

2. Add a bill to an existing plan

1. Open Payment Plan Actions → Modify Payment Plan (or use the Add Bill to Payment Plan entry point from the account summary).
2. On the bill-selection step, select the additional bills (or offers) to include.
3. Continue — the total balance and monthly schedule recalculate to include the new amount.
4. Review the new New Plan Balance and confirm.

3. Forgive Missed Installments (during modify)

1. Open Payment Plan Actions → Modify Payment Plan.
2. On the accounts/terms step, check Forgive Missed Installments.
3. Continue to confirmation and confirm. The missed payments are forgiven and no longer carried as past-due.

(This option only appears if your role has the forgiveness permission.)

4. Waive Service Fee (during modify)

1. Open Payment Plan Actions → Modify Payment Plan.
2. On the confirmation step, check Waive Service Fee.
3. Confirm. (Only visible if your role has the Waive Service Fee permission.)

5. Pause Payment Plan

1. Open Payment Plan Actions → Pause Payment Plan.
2. A modal opens: "Would you like to pause the Payment Plan?" It explains that:

• Payment will be suspended
• No payments will be due
• An email notification will be sent to the patient
• No statements will be mailed to patients

3. Under "Please select a reason for pausing the plan," choose a reason, such as:

• Requested: Financial Assistance Application
• Under Review: Financial Assistance Application
• (Other reasons as configured)

4. Confirm. The plan moves to a paused (frozen) state and the patient is emailed.

6. Resume Payment Plan

1. (The plan must be paused.) Open Payment Plan Actions → Resume Payment Plan.
2. A modal opens: "Would you like to resume the Payment Plan?" It explains that:

• All scheduled, missed payments will be added to the end of the payment plan
• The payment plan will retain the status from before it was paused
• A confirmation email will be sent to the patient
• It shows the Payment plan due date

1. Click Resume Plan to confirm.

7. Cancel Payment Plan

1. Open Payment Plan Actions → Cancel Payment Plan.
2. A modal opens: "Would you like to cancel the Payment Plan?" showing the Plan ID and Plan Status.
3. Under "Please select a reason for canceling the plan," choose a reason, such as:

• Financial Assistance Approved
• Other

4. Confirm to cancel. (Click No, I don't want to to back out.)

5. A Cancel Payment Plan Receipt confirms the cancellation. Future payments and autopay are stopped.

8. Turn On Autopay

1. Open Payment Plan Actions → Turn On Autopay.
2. For provider plans, a modal opens to confirm enrollment; for financed plans you're taken to the payment method page.
3. Confirm the payment method and accept the autopay terms.
4. Future installments will now draft automatically.

9. Change The Way You Pay (update payment method)

1. Open Payment Plan Actions → Change The Way You Pay.

(Labeled Manage Autopay for patients; Manage Payment Method for financed plans.)

2. Enter or select the new card or bank account.

3. Save. Future payments use the new method.

10. Cancel Auto Pay (turn autopay off)

1. Open Payment Plan Actions 
2. Click  Change the Way You Pay.
3. Click Cancel Autopay link below the Payment Method fields.

4. Click Yes, cancel now.

5. Receive confirmation screen.

11. Pay Next Installment

1. On the plan, click Pay Next Installment.
2. Choose the payment method (card, e-check, or — with permission — cash/check).
3. Review and submit. A receipt is generated.

12. Pay Full Balance

1. On the plan, click Pay Full Balance.
2. Confirm the full payoff amount and payment method.
3. Submit. A receipt is generated.
4. Let the patient know it can take about 30 minutes for the plan to show as fully paid/closed.

13. Alter Pay In Full Discount

1. Open Payment Plan Actions → Alter Pay In Full Discount.

(Only appears if your organization allows pay-in-full discounts on active plans and the plan isn't completed.)

1. Enter the new discount.
2. Save. The discounted payoff amount updates.

14. Remove Bills (financed/PayZen plans)

1. On a financed plan, open Payment Plan Actions → Remove Bills.

(Only appears for PayZen plans, when not frozen, with the Remove Bills permission and the feature enabled.)

1. Select the bill(s) to remove. You must leave at least one bill on the plan.
2. Continue, review, and submit. The change is sent to PayZen and the plan updates.

15. Combine Plans

1. When a patient has more than one active plan at the organization, open the combine flow

(Combine Plans).

      2. Confirm which plans are being combined.

      3. Submit — the balances merge into one plan and the extra plans are cancelled.

16. View-only options

• View Offer Terms — Payment Plan Actions → View Offer Terms (opens a read-only modal).
• View Financed Payment Plan Details — Payment Plan Actions →

View Financed Payment Plan Details (PayZen plans).

• Plan History / View Activity — review the full change and payment history for the plan.