Instream Direct Pay Support

Questions Answered

Table of Contents

Account Security

Provider DO’s

  • Make sure you are the only person with access to the credentials for your Direct Pay account.
  • Make sure you are the only person with access to the email address linked to your Direct Pay account.
  • Create a bookmark in your browser for https://instreamcanada.com/directpay-login/ and use that to access Direct Pay.
  • Always be on the lookout for Phishing Emails and Phishing Ads claiming to be from Instream.  Only click on links that lead to https://instreamcanada.com or https://directpaycanada.com. 
  • Read and action emails from noreply@instreamcanada.com and “IMPORTANT instream DIRECT PAY Notification” in the subject line and that only contain links that lead to https://instreamcanada.com or https://directpaycanada.com.
  • Create staff accounts for all persons other than yourself that require access to detailed statements.
  • Only use your Direct Pay credentials on computers you trust, and are up to date with their security and have proper antivirus and anti malware installed.
  • Log out of the Direct Pay Portal once you are done using it.
  • Only click on links that lead to https://instreamcanada.com or https://directpaycanada.com.
  • Consider adding time based two factor authentication for an extra layer of protection.

Provider DONT’s

  • Share your Direct Pay account credentials.
  • Link your Direct Pay account to an email address that can be accessed by anyone other than yourself.
  • Click on links that pretend to be for Direct Pay but link to sites that are not https://instreamcanada.com or https://directpaycanada.com.
  • Ignore emails from noreply@instreamcanada.com and “IMPORTANT instream DIRECT PAY Notification” in the subject line.
  • Let your staff use your Direct Pay account instead of creating staff accounts for them.
  • Login to your Direct Pay account from a computer you don’t trust, are unfamiliar with or don’t know if it has proper security controls in place
  • Forget to logout once you’re done using the Direct Pay portal

If someone has used your account to change your banking information without your permission it is important to take the following steps immediately.

  1. Update the password for your Direct Pay account, to do so click on this link and click on “Reset password”.
  2. Login and review the method of payment for each of your offices. Instructions on how to review and update the method of payment can be found by click on this link.
    • If you receive 2FA codes by email, ensure that only you—the provider—can access that email account. If you are the only person with access, change the email account’s password. If others can access it, change the email address associated with your Direct Pay account to one that only you can access.
    • If you use time-based 2FA codes, ensure that only you—the provider—have access to any device on which those codes are generated.
  4. Using the Direct Pay Portal and the Statements tab, obtain the ID and Issued Date for any past payments that were issued to the incorrect banking information.
  5. Using the Direct Pay Portal “Display Historical Transactions” from the payments tab, obtain the date when the incorrect banking information was set.
  6. Contact Instream Support using the chat on this website or at 844-467-2963, explain the nature of the issue and obtain a Ticket#
  7. Send the following email even if there are no affected payments as Instream will attempt to cancel any queued payments that may be using the incorrect information. To:
    accountcompromisedrecall@instreamcanada.comSubject:
    Payment Recall Attempt RequestMessage:
    Ticket #: [Ticket # Here]
    Date Payment information was changed to incorrect information [Date here]
    Please attempt to recall the following past payments for [Provider Name Here] [Provider Office location(s)], [Payment ID] [Payment Issued Date]]

    IMPORTANT      Recalls are done on a best effort basis, Instream and its financial institution do not make any guarantees regarding the success of Payment Recall Attempts.
  8. If you are sharing access to your Direct Pay account with anyone, stop this practice and create staff accounts for any other person(s) that require access to detailed statements.
  9. Install all security operating system security updates available for the computer(s) from where you use your Direct Pay account and run an antivirus and antimalware scan.
  10. Review the Direct Pay Security Best Practices by clicking here.
  11. Conduct a chain of custody review of the people who had access to your account credentials.
  12. Strongly consider adding Time Based Two Factor Authentication to further secure your account. Click here for instructions on how to add Two Factor Authentication.
If someone has used your account and had payments sent to the wrong bank account it is important to take the following steps immediately.
  1. Update the password for your Direct Pay account, to do so click on this link and click on “Reset password”.
  2. Login and review the method of payment for each of your offices. Instructions on how to review and update the method of payment can be found by click on this link.
    • If you receive 2FA codes by email, ensure that only you—the provider—can access that email account. If you are the only person with access, change the email account’s password. If others can access it, change the email address associated with your Direct Pay account to one that only you can access.
    • If you use time-based 2FA codes, ensure that only you—the provider—have access to any device on which those codes are generated.
  4. Using the Direct Pay Portal and the Statements tab, obtain the ID and Issued Date for any past payments that were issued to the incorrect banking information.
  5. Using the Direct Pay Portal “Display Historical Transactions” from the payments tab, obtain the date when the incorrect banking information was set.
  6. Contact Instream Support using the chat on this website or at 844-467-2963, expain the nature of the issue and obtain a Ticket#
  7. Send the following emailTo: accountcompromisedrecall@instreamcanada.com Subject: Payment Recall Attempt Request Message: Ticket #: [Ticket # Here] Date Payment information was changed to incorrect information [Date here] Please attempt to recall the following past payments for [Provider Name Here] [Provider Office location(s)], [Payment ID] [Payment Issued Date] IMPORTANT  Recalls are done on a best effort basis, Instream and its financial institution do not make any guarantees regarding the success of Payment Recall Attempts.
  8. If you are sharing access to your Direct Pay account with anyone, stop this practice and create staff accounts for any other person(s) that require access to detailed statements.
  9. Install all security operating system security updates available for the computer(s) from where you use your Direct Pay account and run an antivirus and antimalware scan.
  10. Review the Direct Pay Security Best Practices by clicking here.
  11. Conduct a chain of custody review of the people who had access to your account credentials.
  12. Strongly consider adding Time Based Two Factor Authentication to further secure your account. Click here for instructions on how to add Two Factor Authentication.

Follow these steps to create a staff account, and gain the following benefits:

  • Trust a computer to avoid having to enter a 2FA code
  • Access multiple provider’s statements
  1. Visit  instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. Make sure you have the correct dental office selected by examining the address in the top of your screen
  5. Click on the “Staff” button located on the top navigation bar
  6. If a colleague has already added staff, you can simply enable their access to statements by toggling the switch to the right of their name
  7. To add a new staff member click on the “Add New Staff To Office” button.
  8. Enter the Staff’s information
  9. Click on the “Save” button
  10. The staff will receive an email to verify the email address and set their password
  11. IMPORTANT From a computer that is secure, up to date, and has active antivirus protection and is not shared or public, login to the Direct Pay website with the new Staff Account.
  12. On the screen which requests the 2FA Code click the check box beside “Trust this device”.  Once trusted you will no longer be promted for a 2FA code for 30 days from this computer.

Instream Direct Pay supports Time-based Two Factor Authentication.  You’ll need to set up a compatible authenticator app on your mobile device. Once configured, you’ll use the app to generate secure verification codes when signing in. Supported authenticator apps include:

Follow the instructions below to setup Two Factor Authentication for your account

  1. Visit the following site instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. Hover your mouse over your name in the top right hand side of the screen
  5. Select “Account Settings” from the drop down menu
  6. Press the button “Enable Two Factor Authentication”
  7. Follow the steps there

If you are unable to find your Verification code in third-party app like Google Authenticator, Authy, etc. It will be most likely stored in your Password app:

When you scan a 2FA QR code directly with the build-in iPhone Camera app instead of inside an authenticator app, your iPhone will automatically save the verification setup in your Apple Passwords.

You can find these stored codes by going to Settings > Passwords (or opening the standalone Passwords app on newer iPhone) tapping the specific account, there you will find the code to access your account. 

Direct Deposit & Account Management

* Please note that registration is required in order to change your method of payment. Register now!

  1. Visit the following site instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. Make sure you have the correct dental office selected by examining the address in the top right hand of your screen
  5. Click on the “Payment” button located on the top navigation bar
  6. Review the information in the “Your Method of Payment Details” section
  7. Scroll to the “Changing your Method of Payment” section
  8. Read all options carefully and select the action you would like to proceed with. 
  1. Take note of the Cheque Summary (Titled “IMPORTANT“) that comes physically attached to each cheque. It lists each payor with assigned benefit payments on the cheque.
  2. Visit directpaycanada.com.
  3. Select one of the Payors that was on the Cheque Summary.
  4. Enter either the Access Code located at the bottom of your Cheque Summary or if you have registered and have a staff or dentist account you can enter your email address and password.
  5. Make sure you have the correct dental office selected by examining the address in the top right hand of your screen.
  6. Click on the “Statements” button on the top navigation bar
  7. Click on the statement that you would like to download
  8. Repeat steps 2-7 for each payor that was on the Cheque Summary.
Example Cheque Summary

* Please note that registration is required in order to change your method of payment. Register now!

  1. Visit the following site instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. Make sure you have the correct dental office selected by examining the address in the top right hand of your screen
  5. Click on the “Payment” button located on the top navigation bar
  6. Review the information in the “Your Method of Payment Details” section
  7. Scroll to the “Changing your Method of Payment” section
  8. Read all options carefully and select the action you would like to proceed with. 

* See Important Notes Below Before starting

  1. Visit the following site instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. Make sure you have the correct dental office selected by examining the address in the top right hand of your screen
  5. Click on the “Staff” button located on the top navigation bar
  6. If a colleague in your office has already added staff you can simple enable their access to your statements by toggling the switch to the right of their name
  7. To add a new staff member click on the “Add New Staff To Office” button.
  8. Enter the Staff’s information
  9. Click on the “Save” button
  10. The staff will receive an email to verify the email address and set their password

Important Notes

  • Registration is required in order to provide staff access to statements. Register now!
  • Staff must only be added once by any Provider in a dental office, other Providers in the same dental office can subsequently enable access for the existing staff

* Please note that registration is required in order to update your email notification settings. Register now!

  1. Visit the following site instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. Make sure you have the correct dental office selected by examining the address in the top right hand of your screen
  5. Click on the “Notifications” button located on the top navigation bar
  6. Enter an email address and click on “Add email” to add an email address
  7. Click on the trash can icon to right of an address to delete it

Please note that you cannot delete the email address used to login

The mailing address associated with your office’s electronic claim profile managed by your provincial association is where cheques are mailed. Offices can contact their provincial association to update their electronic claim office address.

* Please note that registration is required in order to update your email address used to login. Register now!

  1. Visit the following site instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. Hover your mouse over you name in the top right hand side of the screen
  5. Select “Account Settings” from the drop down menu
  6. Enter the new email address
  7. Click on save
  8. Click on the verification link in the email sent to the new address
    *Please note the new email address will not be active until the verification link has been clicked
  1. Visit the following site instreamcanada.com/direct-pay-login/
  2. Select any payor
  3. Enter your email and password
  4. You can select a Different Dental Office by using the menu in the top right hand of your screen listing the Dental Office Address

Registration

Click here to learn more about registration.

Register

No. Dental Providers who are not registered will continue to receive their payments via cheque.

Benefits of Registration

YES! Registering provides you with the following important benefits

  • Choose between cheques or direct deposit
  • Provide staff access to statements
  • Access to past statements
  • Email notifications

Best of all registration is FREE!

Register

Providers complete registration

  • Providers should always complete registration personally.
  • Registration gives Providers with access to powerful features like controlling the method of payment for all assigned benefit payments for all locations where they practice as well as access to two years worth of detailed statements for all locations where they practice.
  • Owners can provide associate Providers with the banking information they wish the associate to apply to the method of payment for their location.

Staff access

  • Direct Pay provides Providers with the granularity of roles; this enables Providers to give dental office staff at specific offices access to the assigned benefit payment details they need to reconcile their accounts. This is done while also restricting staffs access to other sensitive account properties like the method of payment among others
Register

Getting Started

instream DIRECT PAY aggregates payments from multiple Payors in a single cheque or Direct Deposit; when the amounts from all the Payors are summed you obtain the amount of the Cheque or Direct Deposit.

How do I know which Payors were included in a given payment? 

Cheque Payments have a Cheque Summary physically attached to the cheque which lists all the Payors, Direct Deposit payments are accompanied by a “instream DIRECT PAY – New Statement Notification” email which lists all the Payors.

Example Cheque Summary
No. Dentists who are not registered will continue to receive their payments via cheque.
Benefits of Registration

YES! Registering provides you with the following important benefits

  • Choose between cheques or direct deposit
  • Provide staff access to statements
  • Access to past statements
  • Email notifications

Best of all registration is FREE!

Register

No.  Once registered you will have access to statements from payors for all your dental offices from where you send electronic claims.

  1. Take note of the Cheque Summary (Titled “IMPORTANT“) that comes physically attached to each cheque. It lists each payor with assigned benefit payments on the cheque.
  2. Visit directpaycanada.com.
  3. Select one of the Payors that was on the Cheque Summary.
  4. Enter either the Access Code located at the bottom of your Cheque Summary or if you have registered and have a staff or dentist account you can enter your email address and password.
  5. Make sure you have the correct dental office selected by examining the address in the top right hand of your screen.
  6. Click on the “Statements” button on the top navigation bar
  7. Click on the statement that you would like to download
  8. Repeat steps 2-7 for each payor that was on the Cheque Summary.
Example Cheque Summary

Click Here to see a detailed statement example.

Click Here to see the instream Direct Pay Payment Calendar.

Direct Deposit using Direct Pay

  • Receive your payments faster
  • Eliminate the risks associated with lost, stolen, delayed or misdirected checks.
  • Avoid any problems due to mail disruption.
  • Eliminate excess paper.

Avoid opening a separate bank account for direct deposit. Direct Pay tells you what is being deposited at all times, so there’s never a need to have staff log into your bank account.

Javascript must be enabled on the web browser in order for the portals to work properly.

  • Users with Javascript disabled will experience an inability to interact with certain aspects of the website. For example: buttons, menus, and popup windows.

Payments

To protect patient privacy; Instream Support is limited to providing information on the cheque or direct deposit and the accompanying summary statement.  To protect patient privacy, agents cannot divulge any information from the detailed statement.

Detailed statements are provided exclusively via the appropriate payor website.

The claims inside detailed statements contain private patient health information.  To protect private patient health information users must verify their identity in order for instream to provide access to them.  This is done via providing the valid access code linked to a statement or completing registration.

For more information on registration click here.

instream DIRECT PAY aggregates payments from multiple Payors in a single cheque or Direct Deposit; when the amounts from all the Payors are summed you obtain the amount of the Cheque or Direct Deposit.

How do I know which Payors were included in a given payment? 

Cheque Payments have a Summary Statement physically attached to the cheque which lists all the Payors, Direct Deposit payments are accompanied by a “instream DIRECT PAY – New Statement Notification” email which lists all the Payors

Summary Statement

Replacing a lost cheque is quick and easy

  • Contact instream DIRECT PAY Support at 844-467-2963 
  • instream will process the cheque replacement (NOTE: Cheque can be replaced with a Direct Deposit if the Providers registers to instream DIRECT PAY)
  • The original cheque will be stopped with the bank
  • A new cheque or direct deposit will be issued

No. Always cash cheque payments and then contact the Payor in question to reverse or adjust the claim in question. Payors will either request that you send them a cheque in the appropriate amount or they will send an adjustment which will recover the funds from future assigned benefit payments. Instream cheques mailed to instream, or mailed back to Payors will be mailed back to the dental office

Always cash cheque payments and then contact the Payor in question to reverse the claim in question. Payors will either request that you send them a cheque in the appropriate amount or they will send an adjustment which will recover the funds from future assigned benefit payments. Instream cheques mailed to instream, or mailed back to Payors will be mailed back to the dental office.

Always cash cheque payments and then contact the Payor in question to reverse the claim in question. Payors will either request that you send them a cheque in the appropriate amount or they will send an adjustment which will recover the funds from future assigned benefit payments. instream Payments mailed to instream are stopped and re-issued. Personal cheques mailed to instream are shredded.

instream can obtain the Bank Details associated with the cashed cheque however we strongly recommend Providers review their *personal* bank account details as the vast majority of missing cashed payments are found to have been mistakenly deposited into the Providers personal account. instream Support Agents and the Direct Pay website can provide you with the date the cheque was cashed, Providers and Dental office staff can use this date to locate the cashed payment. If the payment still cannot be located offices can proceed with the following to obtain the details for a cashed payment from the bank.

Bank Details Retrieval Steps:

  1. Contact instream DIRECT PAY support at 844-467-2963
  2. instream will process the 5$ Bank Details Retrieval Fee
  3. instream will obtain and send you the Bank Details associated with the cashed cheque

“Prior balance with payor” will include:

    • Prior payments from Payors that were below the payment threshold for the method of payment current set (1$ for Direct Deposit and 5$ for Cheque)
    • Negative adjustments from Payors.  For clarity regarding the nature of a negative adjustment offices can reach out to the Payor that issued the negative adjustment.

If someone has used your account to change your banking information without your permission it is important to take the following steps immediately.

  1. Follow the steps located here.

If someone has used your account and had payments sent to the wrong bank account it is important to take the following steps immediately.

  1. Follow the steps located here.

Website Basics

instream DIRECT PAY is a payment service offered by select payors to help consolidate assigned benefit payments for the dental office.  Click here to find out more

Instead of receiving multiple payments from multiple payors for assigned claims, you will receive a single payment from instream DIRECT PAY from select payors. You will be able to choose between direct deposit and cheque.

Better Payment Options

Choose between direct deposit or cheque. The choice is yours.

Ease of Use

With Direct Pay

  • Statements have the same look and feel. There’s no need to understand how each payor statement is organized
  • Staff can download electronic statements
  • Payments are always on Fridays. The schedule is the same for all payors

Better Support

Direct Pay enables dental offices to contact a single company for assistance with assigned payments.