Instream PaySuite Support

Questions Answered

Table of Contents

Subscription & First Use

STEP 1 – Steps for the Dentist who will be paying for the office subscription:

  1. Visit PaySuite.ca.
  2. For users with Direct Pay credentials put them into the email and password fields.  For users without Direct Pay credentials click on the “Click here to Sign Up without a Direct Pay Account” button.
  3. Complete the remaining steps of the signup process.
  4. Contact your Practice Management Software Vendor to guide you through the steps to enable PaySuite in your Practice Management Software and show you how to use it.

STEP 2 – Steps each remaining Dentist in the office must complete, please note they will not be prompted for payment information:

  1. Visit PaySuite.ca.
  2. For users with Direct Pay credentials put them into the email and password fields.  For users without Direct Pay credentials click on the “Click here to Sign Up without a Direct Pay Account” button.
  3. Complete the remaining steps of the signup process.  
  4. Click on the Toggle pictured below to Enable PaySuite.

Account Security

Provider DO’s

  • Make sure you are the only person with access to the credentials for your Direct Pay & PaySuite account.
  • Make sure you are the only person with access to the email address linked to your Direct Pay & PaySuite account.
  • Create a bookmark in your browser for https://paysuite.ca and use that to access Direct Pay & PaySuite.
  • 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 or https://paysuite.ca. 
  • Read and action emails from noreply@instreamcanada.com and “IMPORTANT instream DIRECT PAY & PAYSUITE Notification” in the subject line and that only contain links that lead to https://instreamcanada.com or https://directpaycanada.com or https://paysuite.ca.
  • Create staff accounts for all persons other than yourself that require access to detailed statements.
  • Only use your Direct Pay & PaySuite 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 & PaySuite Portals once you are done using it.
  • Only click on links that lead to https://instreamcanada.com or https://directpaycanada.com or https://paysuite.ca.
  • Consider adding time based two factor authentication for an extra layer of protection.

Provider DONT’s

  • Share your Direct Pay & PaySuite account credentials.
  • Link your Direct Pay & PaySuite account to an email address that can be accessed by anyone other than yourself.
  • Click on links that pretend to be for Direct Pay & PaySuite but link to sites that are not https://instreamcanada.com or https://directpaycanada.com or https://paysuite.ca.
  • Ignore emails from noreply@instreamcanada.com and “IMPORTANT instream DIRECT PAY & PAYSUITE Notification” in the subject line.
  • Let your staff use your Direct Pay & PaySuite account instead of creating staff accounts for them.
  • Login to your Direct Pay & PaySuite 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 & PaySuite portals.

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 PaySuite account, to do so click on this link and click on “Forgot password”.
  2. Login and review the method of payment for each of your offices and make any changes necessary. Instructions on how to review and update the method of payment can be found by clicking on this link.
  3. Review access to the email address that is bound to your PaySuite account.  If you are the only one with access to this email address change the password.  If the email address that is bound to your PaySuite account can be accessed by other individuals, change it to an email address that only you have access.
  4. Using the PaySuite Portal obtain the ID and Issued Date for any past payments that were issued to the incorrect banking information.
  5. Using the PaySuite Portal obtain the date when the incorrect banking information was set.
  6. Contact Instream Support using the chat on this website or at (855) 440-1888, 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.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 [Dentist Name Here] [Dentist 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 PaySuite 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 PaySuite account and run an antivirus and antimalware scan.
  10. Review the PaySuite Security Best Practices on this page.
  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. 

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 PaySuite account, to do so click on this link and click on “Forgot password”.
  2. Login and review the method of payment for each of your offices and make any changes necessary. Instructions on how to review and update the method of payment can be found by clicking on this link.
  3. Review access to the email address that is bound to your PaySuite account.  If you are the only one with access to this email address change the password.  If the email address that is bound to your PaySuite account can be accessed by other individuals, change it to an email address that only you have access.
  4. Using the PaySuite 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 PaySuite 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 (855) 440-1888, explain the nature of the issue and obtain a Ticket#
  7. Send the following email

    To:
    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 [Dentist Name Here] [Dentist 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 PaySuite 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 PaySuite account and run an antivirus and antimalware scan.
  10. Review the PaySuite Security Best Practices on this page.
  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 trust a computer to avoid having to enter a 2FA code:

  1. Visit www.paysuite.ca
  2. Login with your email and password
  3. Make sure you have the correct dental office selected by examining the address in the top of your screen
  4. Click on the “Staff” button located on the top navigation bar
  5. 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
  6. To add a new staff member click on the “Add New Staff To Office” button.
  7. Enter the Staff’s information
  8. Click on the “Save” button
  9. The staff will receive an email to verify the email address and set their password
  10. 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.
  11. 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 PaySuite uses the Time-based One-time Password protocol to operate its two-factor login. To use it with your account, you need an app that supports this protocol. There is a compatible application for every major smartphone platform, and some of the most popular include:

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

  1. Login to www.paysuite.ca
  2. Click on your name in the top right
  3. Click on “Profile and Security”
  4. Under “Basic Settings” click on “Enable Two Factor Autentication”
  5. Follow the steps to enable time based two factor authentication

Direct Deposit & Account Management

    1. Visit www.paysuite.ca
    2. Login with your email and password
    3. Click on your name in the top right hand side
    4. Click on “How I receive Payments”
    5. Make sure you have the correct dental office selected under “Currently Selected Office”
    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. With PaySuite your Practice Management Software downloads and posts your payments automatically. If you would like to download a statement from the PaySuite website follow the steps below
  2. Login to www.paysuite.ca
  3. Click on the “Payments” link at the top
  4. Click on the “Statement” link beside the statement you would like to download
  1. Visit www.paysuite.ca
  2. Login with your email and password
  3. Click on your name in the top right hand side
  4. Click on “How I receive Payments”
  5. Make sure you have the correct dental office selected under “Currently Selected Office”
  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. With PaySuite your Practice Management Software downloads and posts your payments automatically. If you would like to add a staff account so they made manually download statements follow the steps below
  2. Login to www.paysuite.ca
  3. Click on your name in the top right
  4. Click on “Staff”
  5. 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
  6. To add a new staff member click on the “Add New Staff To Office” button.
  7. Enter the Staff’s information
  8. Click on the “Save” button
  9. The staff will receive an email to verify the email address and set their password
  1. Login to www.paysuite.ca
  2. Click on your name in the top right
  3. Click on “Profile and Security”
  4. Under “Advanced Settings” click on “Add Email”

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. Login to www.paysuite.ca
  2. Click on your name in the top right
  3. Click on “Profile and Security”
  4. Under “Basic Settings” update the username email address
  5. Click on save
  6. Please note the new email address will not be active until the verification link has been clicked

Instream PaySuite uses the Time-based One-time Password protocol to operate its two-factor login. To use it with your account, you need an app that supports this protocol. There is a compatible application for every major smartphone platform, and some of the most popular include:

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

  1. Login to www.paysuite.ca
  2. Click on your name in the top right
  3. Click on “Profile and Security”
  4. Under “Basic Settings” click on “Enable Two Factor Autentication”
  5. Follow the steps to enable time based two factor authentication

Getting Started

Instream PaySuite 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 PaySuite – New Statement Notification” email which lists all the Payors.

Example Cheque Summary

Click Here to see the Instream PaySuite Payment Calendar.

Payments

To protect privacy, support agents can only divulge information on the cheque and summary attached to the cheque.

Dental offices can obtain their detailed statements via their PaySuite connected Practice Management Software or via the PaySuite.ca website

Instream PaySuite 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 PaySuite – New Statement Notification” email which lists all the Payors.

Summary Statement

Replacing a lost cheque is quick and easy

  • Contact Instream PaySuite Support via our Chat in the bottom right hand side of your screen or at (855) 440-1888
  • Instream will process the cheque replacement (NOTE: Cheque can be replaced with a Direct Deposit if the Dentist 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 dentists review their *personal* bank account details as the vast majority of missing cashed payments are found to have been mistakenly deposited into the Dentists personal account. instream Support Agents and the Direct Pay website can provide you with the date the cheque was cashed, Dentists 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 PaySuite support at (855) 440-1888
  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.