Updating or adding a new payment method
If your payment information is changing and you’d like to update your payment method on file, you can do this by going to headway.co. Once you are logged into your Headway account, click on your initials in the top-right corner and select Account.
From there, you will be able to update the payment method on file. You can link your bank account or a card directly here. 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.
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.
Using HSA/FSA benefits for sessions
Everyone loves a work perk! You can pay directly with some FSA/HSA cards.
Important
Not all HSA/FSA cards allow for online transactions. If you are receiving an error when trying to add your card, this transaction is likely not allowed by your card issuer.
If you don't have a card (or you are unable to use your card online) and want to submit for reimbursement, you can use the invoices you’re emailed after each session. You can also download your invoice for each appointment via the Past Appointments page in your account. If you prefer, you can download a full month's invoices in one file (a Superbill)! We've made sure to include all the necessary information for reimbursement.
Please note that Headway does not facilitate reimbursement requests -- you will need to reach out to your insurance provider for instructions.
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.
