FAQs
Here are answers to all the frequently asked questions about our patient payment system SkyePay.
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Project Support
What support do I have during my project?
- A dedicated support team
- An assigned project manager for the duration of your study
- Phone & email support, all logged in a ticketing system
- We have support staff located in both the US and UK
- Our support hours for the UK are 9am – 10:30pm GMT
- Our support hours for the US are 4am – 5:30pm EST
- At the moment, we only offer support in English
Platform Features
What payments does SkyePay support?
- We support Stipend, expense and drive payments.
Can SkyePay process batch payments?
- Yes, we have automated batch payment processing.
Can I customise payments?
- Yes, we have configurable milestones, expense categories and payment thresholds.
What reports can I see?
- We have live reporting, so you can easily view all the information important to you in real-time. You can see reports on:
- Study balances
- Payments made
- Void payments
- Users
Reports can be quickly downloaded in excel or csv formats.
Do you have 1099 tax reporting (US)?
- Yes, we have 1099 reporting for US patients, sites can easily see which participants will require a 1099 form.
How do sites access?
- Sites can access through the site portal. Here they can select a study, view, edit/add participants, make payments or input expenses, view reports, and request support.
How do clients access?
- Clients can access through the client portal, where they can approve payments and view reports.
How do patientss access?
- Patients can access through the SkyePatient interface, where they can easily view their payment records, seeing how, when and what they are being paid. As well as flexibly manage their payment methods.
What payment approval options are there for clients?
- We have flexible payment approvals within the client portal:
- Full or partial approval of expenses
- Review receipts
- Decline expenses
Payment Features
Can I configure payments?
Yes, you can configure payments for:
- Stipends
- Expenses, including drive
- Create multiple expense types and categories
- Diary entry or trigger payments
What patient payment methods are available?
Patients can be paid via:
- Physical or Virtual cards*
- Direct Deposit / Bank Transfer (incl. faster payments)*
- PayPal
- Venmo
- Wallet
What currencies do your cards support?
- USD
- EURO
- GBP
Can I queue patient payments before they add a payment method?
- Yes, payments and reimbursements can be queued for patients before they have added payment details. The payment will then be processed once a patient adds a payment method to SkyePatient.
How do patients add their payment methods?
- Patients can securely add their payment methods via the SkyePatient interface, without having to share their details with site staff.
Can patients choose how they get paid?
- Yes, patients can choose how they want to be paid after each visit from any of the options shown.
Can the payment method be changed for each patient visit?
- Yes, before each payment you can chose any of the payment methods. Providing flexibility throughout the trial.
Can a patient be paid to a nominated payee?
- Yes, each patient can have multiple payees associated with them, who can receive payment or reimbursement. This is useful for caregivers or parents/guardians.
How fast do payments process?
- All of the payment options aside from bank transfer have real time processing.
How fast do bank transfers take?
- This can depends on location, but within the UK it is typically same day and elsewhere 2-3 working days, depending on the Bank networks.
API & Integration
What is SkyePay’s API Integration?
- Internal API – to make payments, register cardholders etc
- External, seamless integration with other clinical trial systems (CTMS)
Compliance, Privacy & Security
Are you GDPR compliant?
- Yes, we comply with GDPR.
Do you comply to MR001 regulation in France?
- Yes, there is no conflict, we have compliant services.
Where is data stored?
- We have regional data storage – US, EU-IRL,
EU-France, APAC.
How secure is SkyePay?
- Secure, multi-factor authentication login
- Security penetration tested every 12 months
- Annual Privacy and Cyber Security training program
- Secure SDLC
- Cybersecurity plus certified