Question1: I see a message saying that Medit Apps (ClinicCAD, Model Builder) are no longer supported.
Answer: If you run Medit ClinicCAD (US Only) or Medit Model Builder from the Case Box in Medit Link version 3.3.6 or lower, a popup message may appear stating that the app is no longer supported. This does not mean that support for the app has actually ended—it simply indicates that additional updates are required.
Please update Medit Link to version 3.4.2 or higher first, and then update the apps to the latest version from the App Box.
You can check the version of your Medit Link App in the top-left corner of the application.
Question2: I’m trying to make a payment, but a popup says I am not authorized to proceed with the payment.
Answer: This popup appears when a Member account attempts a one-time payment.
All payments in Medit Link—including the Medit Cloud Storage Plan and Medit Apps subscription or one-time payments—can only be made by Admin accounts.
Member accounts are not allowed to make payments directly. (If the Admin account has subscribed to a Medit Apps plan, Member accounts can export files without making additional payments.)
If you need to export a file using a Member account via one-time payment, please follow the steps below:
1) When the popup appears, click Save to save your current project file.
2) Log in with an Admin account, and complete the payment for the saved file.
3) Once the payment is complete, select the file and proceed with export.
Question3: An unexpected charge has occurred.
Answer: This may have happened because a regular subscription charge was applied after the end of a 1-month Free Trial. Once the Free Trial ends, the subscription automatically renews using the payment method you provided when signing up.
You can check your subscription details in Medit Link Web > Membership > My Subscription.
Question4: The amount charged on my card statement is higher than the amount shown on the Medit Link invoice.
Answer: This difference was not charged by Medit Link. It is usually due to additional fees imposed by your bank or card issuer. For details regarding these fees, please contact your bank or card issuer directly.
Common Reasons for Additional Fees
1. Currency Conversion Fees
If the currency of your payment differs from your credit card billing currency, your bank or credit card issuer may apply foreign exchange fees. These fees are independent of Medit Link and are determined solely by your financial institution.
2. International Transaction Fees
Medit Link processes payments through a payment system (Stripe Inc.) based in the United States. If your payment method was issued outside the United States, your bank or credit card issuer may impose international transaction fees regardless of the payment currency. Even if your credit card is charged in your local currency (e.g., EUR), it may be subject to additional fees because it was used outside the country of issue.
Question5: My payment attempt failed. What should I do?
Answer: Please check the most common causes and solutions listed below.
Reason 1: The card information entered is outdated or incorrect.
How to fix it:
✅ Make sure the card number, expiration date, and CVC (security code) are entered correctly.
✅ Check if the card has expired.
Reason 2: Insufficient balance in your account.
How to fix it:
✅ Check your bank account or credit card balance and spending limit.
✅ Try using a different payment method.
Reason 3: Your card issuer blocked the transaction as a suspected fraudulent activity.
How to fix it:
✅ Contact your bank or credit card issuer to request payment authorization.
Reason 4: Multiple failed attempts with the same card triggered automatic blocking.
How to fix it:
✅ Try using a different credit or debit card.
Reason 5: Network issues or Stripe server errors.
How to fix it:
✅ Try the same payment method again later.
Reason 6: Antivirus or firewall software on your computer is blocking the payment.
How to fix it:
✅ Temporarily disable or pause your antivirus or firewall, then try the payment again.
If the issue persists, please contact our support team.
Submit a Request
Question6: How can I check if a scanner is registered? I want to register a scanner to my account.
Answer: Please refer to the linked guides below.
Understanding Scanner Registration and How to Check It
Question7: I own a scanner, but a payment window appears when I try to export a file.
Answer: If a payment message appears even though you own a scanner, please check the following two points.
1. Check the pricing plan for the app
Not all apps offer free benefits based on scanner ownership. Some apps only offer discounts for scanner owners, and additional payment may still be required.
You can check the app pricing plans at the link below:
[Guide] Medit Apps – Paid Plans
2. Check if your account has a registered scanner
Eligibility for scanner-related benefits depends on the registration status of your scanner. Please refer to the guides below for details on the concept and how to check your registration:
Understanding Scanner Registration and How to Check It
Question8: I want to cancel my subscription.
Answer: Please refer to the linked guide.
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