Frequently Asked Questions

CareCredit Direct™

Hardware

What is CareCredit Direct?

CareCredit Direct is an all‐digital, self-guided interface that allows patients or clients to directly apply for the CareCredit credit card on their own, in your practice. Additionally, it provides them with the opportunity to view the transaction and select their own promotional financing option, based on the options your practice offers. It is a free web-based software that can be installed on a patient or client dedicated PC or tablet in your office.

How does CareCredit Direct benefit my practice?

  • With CareCredit Direct, your patients or clients can learn about, calculate monthly payments, and apply for the CareCredit credit card right in your practice.
  • You no longer need to manage the application process or share credit decisions.
  • Eliminates the need to retain signed applications.
  • Because your practice Merchant ID is required at first-time set-up, all applications submitted using this tool will automatically be associated with your practice.
  • If your patient or client is approved for CareCredit, they can transact immediately.
  • You control most promotional financing options and transaction minimums available at your practice.
  • Patients and clients are presented with clear and consistent promotional information.
  • Patients and clients select their own promotional financing option, based on those options your practice offers.

How do I install and register CareCredit Direct?

From the patient or client-dedicated PC or tablet in your practice, visit www.carecredit.com/direct. On this page you will find instructions on how to install, register and customize your settings. You will need your 16-digit Merchant ID, practice ZIP code and an active CareCredit Online Provider Portal User Name.

Why am I being asked to register my device?

Registering your device allows you to quickly identify which device is being used by your patient or client during the transact process. Additionally, if ever lost or stolen, your device can be locked to prevent CareCredit direct from being accessed.

What devices and browsers is CareCredit Direct compatible with?

The software is optimized for iPads®, Android tablets, Windows tablets, PCs and Macs, using Google Chrome, Internet Explorer 9+ and Safari. The software may work on other browsers and devices; but the experience may not be optimal. The WindowsRT and Chrome operating systems are not supported.

Can I find CareCredit Direct in iTunes or the Google Play Store?

No, it can only be accessed from here. CareCredit Direct is a web-based application, and as such, does not require a “download” from iTunes or Google Play Store.

How does CareCredit protect each applicant’s personal information on CareCredit Direct?

No personal information is stored locally on the device. Once a patient submits an application, the software automatically deletes the applicant’s information from the device. After 2 minutes of inactivity or if the patient cancels the application process, all personal information from the device will also be erased.

Does my practice need to print the credit application and keep a signed copy of the application on file?

Since the patient is using CareCredit Direct to apply for the CareCredit credit card, there is no requirement to print or keep a copy of the signed application. However you must provide them with a copy of the CareCredit Terms and Conditions that is found in the paper CareCredit application, prior to them applying.

Where do I find a copy of the Terms and Conditions for my patient or client?

The CareCredit Terms and Conditions can be found in the paper application.

How soon can a patient or client use their CareCredit account if they apply using CareCredit Direct?

If approved, your patients or clients can transact immediately¹ for any amount and get care.

1. Subject to credit approval.

How do I move forward with the transaction if the patient or client is approved using CareCredit Direct?

When approved, CareCredit Direct displays an Application Key # to the applicant which can then be used in an Account Number Lookup request within the CareCredit Provider Portal or the terminal.

Can patients or clients look up their account number, or make payments through CareCredit Direct?

No. CareCredit Direct does not currently have cardholder account management capabilities. For online account management, Cardholders must visit here.

Will clearing cookies on my device affect CareCredit Direct?

Yes. Clearing cookies will remove your Merchant ID and Practice Settings selected during the initial set-up and will be required to be re-entered.

The application fields are filling automatically, how do I turn this feature off?

Please refer to your browser settings and turn off the autofill or autocomplete to disable this feature.

Where do I find my 16-digit Merchant ID code?

You can find your Merchant ID on your statement or by calling Provider Services at 800-859-9975.

When I click on the CareCredit Direct icon, it doesn’t load or work properly?

CareCredit Direct is a web-based application, and as such, requires an internet connection in order to work properly. Please check your internet connection or WiFi settings to ensure you have a secure connection. For provider support, please call (800) 859-9975 (press 1, then 3, then 2).

During the CareCredit Direct transact process there is only one field to capture the cardholder's identification. Do I need to capture a second form of identification?

No, on CareCredit Direct transactions, only the primary form of identification is required.

Do I still need to retain a cardholder-signed copy of the transaction receipt on CareCredit Direct transactions?

Yes.

As the Provider, can I complete a CareCredit Direct transaction on behalf of my patient or client?

While a CareCredit Direct transaction must be initiated by the provider, from the CareCredit Online Provider Portal, the patient or client completes the transaction from the CareCredit Direct device. This ensures that the patient or client has the opportunity to select the promotion, review the transaction information, and electronically authorize the purchase.

With the Monthly Program Fee, how do I receive the CareCredit Sponsorship?

On a monthly basis the bank account CareCredit has on file for your practice will receive:

( - ) Debit of the Program Fee

( + ) Credit of the CareCredit Sponsorship

Ex: [-$25, +$15 = $10 per month] actual numbers depend on order

With the Monthly Program Fee, how long is the term?

CareCredit's standard term is 36 months, or until the device is returned to us. Please see the Product Use Agreement for complete details. This term is inclusive of any trial period associated with your offer.

Are there any conditions associated with receiving the CareCredit sponsorship?

Yes, in order to continue to be eligible to receive the CareCredit sponsorship you must:

1) Present CareCredit as your "first look" provider for consumer credit (i.e., that all patients seeking credit to purchase your products and services shall first be offered the chance to apply for credit from Synchrony Bank).

2) Your patient's and client's applications for financing with Synchrony Bank must be submitted via Synchrony Bank's website using the shortcut on the Sponsored Product.

Failure to meet both conditions could result in a loss of eligibility.

Are there any limitations on the use of the Sponsored device?

Yes, you agree to the following restrictions on the use of the managed device:

1) You will use Sponsored Products solely to provide patients with access to information and services in connection with your business

2) You will not use any Sponsored Product to promote the availability of credit through any third party financing provider, install any software, shortcut or link on any Sponsored Product to facilitate patient credit applications with any third party financing provider or direct any patient to apply for credit with a third party financing provider through sponsored product

Failure to meet both conditions could result in a loss of eligibility.

What happens if the CareCredit Direct bundle I ordered from CareCredit breaks or stops working?

CareCredit offers dedicated support for your practice. Please call CareCredit Provider Services at 800-859-9975.

With the Monthly Program Fee option, what if I decide that I no longer want the product?

CareCredit understands that your needs may change. If you have questions regarding returning the product, please call CareCredit Provider Services at 800-859-9975.

I need to use other features of the iPad®. How do I exit the CareCredit Direct app?

To ensure ease of use and set up, the tablet comes in Guided Access mode, providing your patients/clients easy access to CareCredit Direct. To exit Guided Access mode, quickly tap on the screen three times, confirm you are authorized and then confirm you wish to exit. This allows you to press the home button to be taken to the home screen.

If I order an iPad from CareCredit will I still have access to the Apple App Store and other features?

Yes, CareCredit understands that you may have many uses for your in-office tablet. The tablets come in Guided Access mode for easy access to the CareCredit Direct software. To use other features of the tablet, quickly tap on the screen three times, confirm you are authorized and then confirm you wish to exit. This allows you to press the home button to be taken to the home screen.

With the Monthly Program Fee, what happens at the end of the term?

You will be sent a notification at least 30 days prior to the end of the 36 month term outlining your options including instructions on how to return the device to CareCredit.

With the Monthly Program Fee option, what happens if I don't return the tablet bundle at the end of the term?

If you do not return the CareCredit Direct bundle by the end of the 36 month term, you will continue to be billed for its use. Beginning in month 37 you will be billed at the unsponsored debit amount until the product is returned. Please see the Product Use Agreement for full details.

Do I need to return the case and stand or just the tablet?

To ensure you do not continue to get charged the Monthly Program Fee, please return all components of the bundle.

I've ordered an iPad from CareCredit, now how do I get started?

After you receive your shipment, follow the instructions in the setup guide included in the box. If you still have any questions please call CareCredit at 877-229-2713.

I am getting a blank white screen on the iPad, what do I need to do?

A blank white screen is an indication of a loss of connectivity to the internet. You will first need to exit Guided Access mode to access the iPad Settings in order to reconnect to your wireless network. To do so, quickly tap on the screen three times, confirm you are authorized and then confirm you wish to exit. This allows you to press the home button to be taken to the home screen where you can tap into Settings and make the update.

I already have an iPad, can I just purchase a case and stand from CareCredit?

Yes, in order to protect and extend the life of your iPad, CareCredit has made case and stand options available for purchase in our online store. Click here to view and purchase a case and stand for your iPad.

I already ordered one tablet bundle from CareCredit but I need another for my office, can I order a second one?

Yes, we've extended our sponsorship for up to two tablet bundles per practice. Click here to view and purchase an additional iPad for your practice.

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