Saving Your Customer's Card on File
You can streamline payments by saving your customer's card directly to their profile so it can be used for future jobs!
The customer can read you their card number over the phone or you can send a request to the customer so they can fill out their credit card information on their own.
When a customer fills out a credit card request form, you will be notified when their card is saved. You will have to confirm the email that will be notified when the card is charged, and going forward, the card will be saved for future jobs.
Please Note: Jobs paid with a card on file will be charged a
card-not-present fee of 3.49%.
📖 Help Center Article:
For more information about payment processing rates, check out our Help Article, "HCP Payments: Rates, Timeframes, Security and FAQs"
in the HCP Help Center.
How to Save a Customer's Card on File (HCP Web Portal)
To save a customer's card on file on the HCP Web Portal:
Select 'Customers' in the Housecall Pro navigation bar at the top of your screen, then select the customer whose card you would like to save on file.
Click on the 'Add Credit Card' button under the Payment Method section of the Customer Profile page.
The "Add a card on file" window will then appear, where you'll need to enter the card number, expiration, CVC, and zip code for your customer's card.
Your customer's display name will automatically populate in the 'Name on card' field.
The email address on their Customer Profile will populate in the 'Email for receipts' field.
Confirm this information and update if needed.
Then, click 'Add Card' in the bottom right corner of the window and you're all set!
How to Send a Card on File Request (HCP Web Portal)
This option allows you to send an email or text message request to your customer which gives them access to a simple form to add their card so they can save it quickly and easily.
To send a customer a request to save their card on file:
Select 'Customers' in the Housecall Pro navigation bar at the top of your screen, then select the customer you would like to send a Card on File Request to.
Click on the 'Request Card on File' button under the Payment Method section of the Customer Profile page.
The "Request a card on file" window will appear, where you can choose from the 'Email' or 'Text message' options to send the request via email or SMS.
If you need to send the request to a different email, the email address will first need to be updated in the Customer Profile.
Then click 'Send Request' in the bottom right corner of the window.
You'll then see a green banner at the bottom of the Customer Profile page confirming that the request to save a card on file was successfully sent to the customer.
Please Note:
As of December 2023, you can request a card on file by email and SMS from the mobile apps. If you haven't registered for your Custom SMS number in your Housecall Pro account yet, the option to send a Card on File Request to a customer will not be available.
If you'd like to register for text messaging capabilities now, select the 'Text message' option, then click on the 'Register My Business' link.
You will then be redirected to your "Text messages" settings page.
The ability to send text messages is contingent on successfully registering your business for SMS capabilities. This process is outlined in our Help Article, "Custom SMS Number."
How to Save a Card on File from an Invoice
When enabled, the 'Customer can save card on file' online payment option allows your customers to save their card to their Customer Profile upon making a payment on an invoice.
📖 Help Center Article:
To learn more about online payment options, check out our Help Article,
in the HCP Help Center.
How to Update or Remove a Card on File (HCP Web Portal)
If the homeowner requests to have the card on file removed or updated, you can easily do so through the HCP Web Portal.
To update or remove a customer's card on file:
Click 'Customers' from the Housecall Pro navigation bar at the top of your account, then select a customer whose card needs to be updated or removed.
Next, click on the 3 vertical dots under the "Payment method" section of the Customer Profile.
Select either 'Remove' or 'Replace' from the drop-down.
When 'Replace' is selected, the "Replace card on file" window will appear, where you can enter the details of your customer's new card.
When 'Remove' is selected, the "Remove card on file" confirmation window will appear. Click the 'Remove' button on this window to confirm that you would like to remove this customer's card from their Customer Profile.
Customer Profile View After Saving Card on File
After the card has been saved (either by you or your customer) the saved card will display on the customer profile. You can either remove or replace the card from this location.
If the card is close to its expiration date, either you or the homeowner will be able to update the expiration date when a new card is issued.
🛠️ Pro Tip: When a customer's card on file is saved, both you and your customer will receive a confirmation email that the card on file has been saved successfully for future charges.
Charging a Card on File
After saving a customer's card on file in Housecall Pro, you can easily charge that card when taking a payment through the HCP web browser and mobile app!
Please Note: Jobs paid with a card on file will be charged a
card-not-present fee of 3.49%.
📖 Help Center Article:
For more information about payment processing rates, check out our Help Article, "HCP Payments: Rates, Timeframes, Security, and FAQs"
in the HCP Help Center.
How to Charge a Card on File (HCP Web Browser)
If you are processing a payment for a customer's invoice from a web browser, the customer’s card on file will show up as an additional payment option.
To charge a customer's card on file:
Navigate to the Job Details page and click the 'Pay' button in the Action Bar at the top.
On the Payment window, select the 'Card on file' option, then click 'Charge Card' in the bottom right corner.
❗Important:
When charging the card on file, you are required to send a receipt to the homeowner via email. By doing this, you reduce your risk of chargebacks and give the homeowner visibility into jobs paid through the card on file.
How to Charge a Card on File (HCP Mobile App)
If you or your techs are in the field, you can easily charge the customer’s card on file from your mobile device.
To charge a card on file from the HCP Mobile App:
Navigate to the Job Details page and tap the 'Pay' icon at the top of your screen.
Tap the 'Next' button on the Checkout screen.
If the customer would like to use their card on file, tap the 'Charge Card' button.
If the customer would like to use a different payment method, you can tap the ‘Use other payment method’ button.
Card on File FAQs
Will my customer receive a receipt when I charge their card?
As part of charging a customer’s card on file, it is required to notify the customer of the charge through an emailed receipt. This helps ensure the customer recognizes the charge and decreases the possibility of chargebacks if the charge is not recognized.
How can the card on file be updated to a different card?
The cardholder will have a link available in their receipts to update the card information. Updating the card will take immediate effect and future jobs can be charged using this updated card.
The expiration date on a customer's card can be updated on the job details page if they request it.
How can the card on file be removed?
Occasionally a saved card on file will need to be removed, either because the customer requests the card to be removed or to facilitate adding a different card. The homeowner can remove their card on file through the receipts for previous charges. You can also remove the customer's card from the HCP Web Portal.
Having trouble finding what you need?
For further assistance, please reach out to our Chat Support team
via the Blue Chat Bubble in your Housecall Pro account, or
contact our Phone Support team at (858) 842-5746.