Thank you so much
*Cathy Gerth*
*Client Success Manager *
*Direct: 778-403-6148*
*Office:* 778-279-3634
Email: cgerth@thekey.com
[image: TheKey]
On Thu, May 16, 2024 at 8:06 AM Timothy Thomas <tt@thekey.com> wrote:
> On it.
>
> On Thu, May 16, 2024 at 10:59 AM Cathy Gerth <cgerth@thekey.com> wrote:
>
>>
>>
>>
>>
>> ---------- Forwarded message ---------
>> From: Alessandro Bitelli <a.bitelli58@gmail.com>
>> Date: Thu, May 16, 2024 at 7:41 AM
>> Subject: FW: You're Invited!
>> To: Cathy Gerth <cgerth@thekey.com>
>>
>>
>> Hi Cathy,
>>
>> I was trying to understand the benefits, if any, of the new billing
>> system, but I do not seem to be able to connect to the four short “help”
>> videos below. When I click on the link, it returns the following message:
>> “404, page not found”.
>>
>> Regards
>>
>> AB
>>
>>
>>
>> Alessandro Bitelli
>>
>> Cell: +1 604 341 7750
>>
>>
>>
>> *From:* TheKey [mailto:no-reply@versapay.com]
>> *Sent:* Wednesday, May 15, 2024 6:26 PM
>> *To:* a.bitelli58@gmail.com
>> *Subject:* You're Invited!
>>
>>
>>
>>
>>
>> Hi Alessandra Bitelli,
>>
>> We’re excited to introduce our online invoicing platform designed to
>> provide unlimited self-service options, 24 hours a day.
>>
>> With our online platform, you’ll experience many benefits such as:
>>
>> - One-click access to invoices and supporting documents.
>> - Email notifications to alert you when a new invoice is available.
>> - Online communication with us if you have any questions or invoice
>> disputes.
>> - Invoices attached to every email, allowing you to view and pay
>> invoices without creating an online account.
>> - Ability to change your preferred payment method as often as needed.
>> - Ability to view your balance due and export your invoice & payment
>> history.
>> - Ability to setup AutoPay: There are 2 ways to enable AutoPay:
>> 1. When adding a new payment method select YES to setup for
>> Autopay.
>> 2. Selecting "New" beside AutoPay Off. This option is only
>> available if a payment method has already been added to your account.
>>
>> For help signing up or making a payment, watch these short how to videos!
>>
>> *How to *Sign Up
>> <http://email.versapay.com/ls/click?upn=u001.zS98-2BZnQqtpVTmbYaAsxSRuG-2FClk-2FIi8i8dRdK-2BujJaek6x1j-2BlF4joxvrP-2Ff3h9Z6DMjAU71feVQsK0Epm-2FMw-3D-3DGy-9_anOy9L22-2FMxeRN6XkRFakeg8PSY2qP36Diaf1C40NM646-2FbVyyirfxpq3HrpPP6HzR6DDrF4DBzBTu5bq8Obn-2FNNp6G-2FcYTNstB4UyG2pc2NNmk5J6NWK9a2GYiOuDm-2FICEZUudjFKwqsHks7SlTkVJbG3PETRsw944h-2Fmv07oBIP5yaFHZE92XBXQqPKuItkVO3K8ZPYdJCVTq7j0QrQhx6XeMbu9BkBZysrZL2LIDo-2FaJIjCRSWnRNbbcu9skarlI1u4v06EQfLLqUHu93p4SR-2FrFj9-2BDQc4nWC0HlGzM2NJ9JnsPmTcBOULlJCiH-2Bhq5yBZA9xq1p-2FPx-2Fe7p5Cg-3D-3D>
>> * here! *
>> *How to add a *Payment method Video
>> <http://email.versapay.com/ls/click?upn=u001.zS98-2BZnQqtpVTmbYaAsxSRuG-2FClk-2FIi8i8dRdK-2BujJbDNuVCMt3jPI1dfUZtbtByFEa3gpWoI0tV8Yo-2Bk9yBtg-3D-3DRMnr_anOy9L22-2FMxeRN6XkRFakeg8PSY2qP36Diaf1C40NM646-2FbVyyirfxpq3HrpPP6HzR6DDrF4DBzBTu5bq8Obn-2FNNp6G-2FcYTNstB4UyG2pc2NNmk5J6NWK9a2GYiOuDm-2FICEZUudjFKwqsHks7SlTkUA7ZZxdp-2FaHZOq4fmDWnDavROL2OdQU-2B690w7ak7XF77HYkwhgeVZLeU9a9KJQz4lY12Q-2BdUBjQbtuNLrONWM-2FAMtpphdw5RPsOejUjdl0Ji9ZmUd-2Fp-2BWN22DC1z36sFv-2FXgvUEpcUxSzC38fIX95kh39yAWpOwWNLtS77Khe-2F-2FzMFEqLLGcpDW7SOF85salg-3D-3D>
>> * here!*
>> *How to *Make a Payment
>> <http://email.versapay.com/ls/click?upn=u001.zS98-2BZnQqtpVTmbYaAsxSRuG-2FClk-2FIi8i8dRdK-2BujJbmFl2RSUwSmk9mfZB0cxKoef1O-2BHqJ2tCNWT-2F7dev6tw-3D-3DZsyw_anOy9L22-2FMxeRN6XkRFakeg8PSY2qP36Diaf1C40NM646-2FbVyyirfxpq3HrpPP6HzR6DDrF4DBzBTu5bq8Obn-2FNNp6G-2FcYTNstB4UyG2pc2NNmk5J6NWK9a2GYiOuDm-2FICEZUudjFKwqsHks7SlTkcG8qq51KD7cC3xvRsaA3DRkf0yF7gLoiJZm7zGON-2FiQrb8VEFt-2FXLJaX0H1fCVIbc5Y4SDma6N9YBFRLKhTGmrRNnWVfFtcC8FbCjMkDTolWcK8n-2BoMK7DKu6MNhCqD0iFJaSqa2ggRT-2Bc6gFCsyBwrKDun4a4opMN45ohZRodQ-2FpufKkfghgNEmFvrzmUj-2BA-3D-3D>
>> * here!*
>> *How to *Setup AutoPay
>> <http://email.versapay.com/ls/click?upn=u001.zS98-2BZnQqtpVTmbYaAsxSRuG-2FClk-2FIi8i8dRdK-2BujJbgi90VHHL0nRU4KWf9MZWIwtlFQ7YrQMQlQsl-2FqeoScg-3D-3DCNMv_anOy9L22-2FMxeRN6XkRFakeg8PSY2qP36Diaf1C40NM646-2FbVyyirfxpq3HrpPP6HzR6DDrF4DBzBTu5bq8Obn-2FNNp6G-2FcYTNstB4UyG2pc2NNmk5J6NWK9a2GYiOuDm-2FICEZUudjFKwqsHks7SlTkSCWgw7O6fyK-2BVVNE194W6-2FzykiwjMeCV8cQQ-2FnVQpVOkM4s5dKEE7K-2F0r0j615V4-2BsmoYdxeCzeia4cS1Sk4yUuJW78VjcWD8wk7PtYlttvwbr3oSfBBADXVAyqBXrSUw6GdI-2FoXkPJfvKf-2BT9fxS6bXaJoU-2FwCyAjpgFfmdO8imfnmVMTl3kiylfdiTJwEaQ-3D-3D>
>> *here!*
>>
>>
>>
>>
>>
>> Click Here to Get Started
>> <http://email.versapay.com/ls/click?upn=u001.zYiBgFg9bCfBqtV3ylE2LYYASu9aPmyVkz9TFrmWd7D6D7F3YLiiypNq7EuVbBPeYhBguYtqg-2B9upv6sXTSB8w-3D-3DVt7S_anOy9L22-2FMxeRN6XkRFakeg8PSY2qP36Diaf1C40NM646-2FbVyyirfxpq3HrpPP6HzR6DDrF4DBzBTu5bq8Obn-2FNNp6G-2FcYTNstB4UyG2pc2NNmk5J6NWK9a2GYiOuDm-2FICEZUudjFKwqsHks7SlTkRJJ-2BI-2BSsKgV24gxF7h0sfpUdZa-2F10621-2FtSIX-2Fp8sE-2F3soFe5-2BZIVRgAukwcH9MCUW0NWKC0-2ByBz1kQtY4iOSGHCSmZDnZepcKvJasy26kZSO0bXoMnJmaCey4XuabxAJ8qsV6k5KVuMpEd3xBZGN6SQ-2FG-2BkTgxkUO5rlsxz-2B4WWwi4mGetg80idnm9aAkS7A-3D-3D>
>>
>>
>>
>> *Frequently Asked Questions*
>>
>>
>>
>> - *Who should I contact if I need support with billing & payment
>> related items?*
>>
>> - Our Billing Help Desk is available by phone or email Monday
>> through Friday, from 8am to 8pm EST.
>> Billing@TheKey.Com
>> (866) 226-1702
>>
>>
>>
>>
>> - *Do I have to use the Versapay online portal to pay?*
>>
>>
>>
>> - No, you do not have to use the online portal to pay although it is
>> encouraged. You can provide a method of payment to your local office by
>> completing the payment authorization form, or by logging into your Versapay
>> account to enter that information and enroll in what’s called AutoPay.
>>
>>
>>
>>
>> - *What is AutoPay?*
>>
>> - AutoPay means we will automatically debit your method of payment
>> two days after we send you the invoice notification via email with the
>> attached PDF invoice. This allows you two days to review your invoice and
>> let billing and/or your local office know if you disagree with charges and
>> will ensure your account is kept up to date.
>>
>>
>>
>>
>> - *How do I set up AutoPay or add a payment method to use for
>> one-time payments?*
>>
>> - Once you are logged into your account you can enroll in AutoPay
>> by clicking “Sign Up for AutoPay” in your Versapay account, as shown below.
>> This link is available in the Invoices, Payments, Activities, and Documents
>> view.
>>
>>
>>
>>
>>
>> - Once you select “Add Bank Account” or “Add Card” you will be
>> prompted to enter the pertinent banking and card information. Required
>> fields will be indicated with a “ * ” next to them. All payment information
>> should have the Account Holder Name and Address related to the Billing
>> address for that specific entity, if different than the Clients address
>> receiving care.
>>
>>
>>
>>
>>
>> When you indicate “Yes” for “Setup this account for Autopay” the below
>> options will appear. We encourage you to elect “Let Autopay pay these
>> according to the specified criteria” so your account is kept up to date
>> however, you can elect to review your invoices and pay for any past
>> invoices on your own.
>>
>> Choosing not to pay your past due balance does not mean the balance is
>> not due or that you’ve disputed charges, we will review how to dispute
>> charges later in this document.
>>
>>
>>
>>
>>
>> - *Can I cancel Autopay?*
>>
>> - AutoPay can only be turned off with approval from TheKey. Please
>> email or call us if you would like to discuss turning autopayments off,
>> Monday through Friday from 8:00am – 8:00pm EST. Billing@TheKey.Com
>> (866) 226-1702
>>
>>
>>
>>
>> - *What if my Email is on file for multiple Client Accounts?*
>>
>> - You will receive 1 email per client, per week, with the
>> respective invoice attached for every client so you can view and pay them
>> online using our “Click Here to Pay” feature. Alternatively, you will be
>> able to see & pay all client invoices using one login
>>
>>
>>
>>
>> - *How do I dispute an invoice if I disagree with a charge or fee on
>> my invoice?*
>>
>> - When viewing the invoice in Versapay you should scroll to the
>> bottom of the PDF under attachments and select “New Comment/Open Dispute”
>> and indicate why the invoice is incorrect in the comment box. From here,
>> you should select “Comment” in the bottom right corner of the page to save
>> your dispute.
>>
>>
>>
>> - This feature will prevent AutoPay from running your card/account
>> for the specific invoice disputed and alert the billing team to act.
>>
>>
>>
>>
>>
>> - *Can I communicate with my billing contact without disputing an
>> invoice?*
>>
>> - Yes. At the top of your screen, you will see an option to “Send
>> a Comment”. You can select this option, add your comments/questions, attach
>> an image if you’d like to, and select “Comment” to save and send it. This
>> is not the same as disputing an invoice and will not prevent AutoPay from
>> running so it’s important to use the “Dispute” method if there is a true
>> dispute to resolve before you pay.
>>
>>
>>
>>
>>
>> - *Can I add contacts to my account so others can receive and pay
>> invoices?*
>>
>>
>>
>>
>> - Yes, you can click your user profile menu at the top right corner
>> of your account. On the left, select “Users” in the menu and then “Add
>> User”.
>>
>>
>>
>>
>>
>> For questions related to Long Term Care Insurance Claims Submissions
>> please email: LTCi@thekey.com
>>
>>
>>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>