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Common Questions

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Explore questions that are frequently asked by other practices.

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Payments

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About Cherry

What is Cherry?

Cherry is a leading financing solution used by medical providers to offer payment plans.

Why use Cherry?

Cherry payment plans allow your applicant to break one-time treatment costs into smaller, more manageable monthly amounts. Our simple application means it takes less than a minute for your applicant to apply for financing and preview their monthly installment options, with no impact on their credit score. Your applicant can use their approved Cherry funds to check out immediately, while you get paid for the entire treatment upfront by Cherry.

How is Cherry different?

Cherry offers leading financing terms, a top notch user experience, low transaction fees, installment plans up to 60 months, and free custom marketing. Furthermore, Cherry has no deferred interest, no compounding interest, and no hard credit checks. Here is a detailed side-by-side comparison.

How much does Cherry cost?

It’s free to sign up with Cherry! There is no setup fee or monthly fee. The only cost is a fee on each transaction that varies based on your pricing settings. Please speak with a Cherry representative here if you’re a new provider interested in learning more.

What are my responsibilities as a practice?

To deliver uncompromised services to your applicants in a timely manner. A timely manner is broadly defined as that same day unless another arrangement has been clearly agreed upon by the applicant. If services have not been rendered successfully, we will require you to refund the purchase. For all issues with specific transactions, Cherry will direct applicants to handle these matters directly with you.

How do I log in to my Cherry account?

You can log into the Provider Portal using your email address and password at https://provider.withcherry.com. If you’ve forgotten your password, you can reset your password from the login screen of the Provider Portal by clicking “Forgot Password?”

How do I reset my password?

You can reset your password from the login screen of the Provider Portal by clicking “Forgot Password?” If you’re logged in, you can also reset your password from your Settings page under Account Details.

Application

Do you conduct a credit check on applicants?

We run a soft credit check on applicants which allows us to see their current credit score but will not hurt their credit.

How are applicants approved?

A soft credit check (this will not hurt an applicant’s credit score) is conducted on each application to determine approval amounts as well as verify an applicant's identity. Some applicants will be given an opportunity to provide further information to be approved. The goal of this additional information is to allow us to approve as many applicants as possible.

What are the reasons for applicants being denied?

In order to protect applicants' information, we will never share individual denial reasons with you. Reasons for denial can include too low of a credit score, no credit record, recent bankruptcies etc. Applicants can access their specific denial reason by visiting their account. Click on “View Documents" and review the Adverse Action Letter. If they believe there is an error with their credit information, they can reach out to the credit bureaus before reapplying. They will have the ability to apply again after 30 days.

Payments

How do I get paid?

At setup, we will collect your bank account number and routing number so that we can electronically deposit funds into your account. After a transaction is successfully completed, we will transfer the full amount of the purchase (less a transaction fee) into your account via an ACH transfer.

Am I responsible if applicants don't make payments?

No, you are not responsible for the repayment of your applicants' contracts. We take on the credit risk of every contract initiated through Cherry.

Are applicants' payments reported to credit bureaus?

Yes, Cherry may report the status of applicants' accounts to Equifax, Experian, and TransUnion, the three major credit bureaus.

How are refunds handled?

Refunds can be initiated within the transactions tab of the Practice Portal by selecting on the dropdown of a completed transaction. There are no additional fees for processing refunds, and merchant fees will be prorated on partial refunds. Refunds after 60 days cannot exceed the patients remaining principal balance. If the refund exceeds the patients remaining balance, it is up to the practice to facilitate the refund directly with the patient.

Full Refunds: A full refund cancels the patient’s contract. Cherry reimburses the practice’s processing fees, and the patient received a credit for any remaining balance owed as well as a refund for any payments made to Cherry. This can take approximately 7-10 business days.

Partial Refunds: A partial refund issues a partial credit to the patient, not to exceed the full remaining balance. Cherry will prorate and reimburse the practice’s processing fees. Partial refunds can be performed multiple times and only up to the full remaining balance. This can take approximately 4-5 business days.

How do I invoice payments?

We advise you to invoice transactions as you typically would. Instead of accepting cash, credit or other payment, simply use Cherry to fulfill the payment of the service(s). Transaction amounts should be inclusive of any applicable sales tax associated with each transaction.

How do applicants make down payments?

Applicants can use a bank-issued Debit Card or a Credit Card* to make their initial payment at time of checkout.

Future Payments: Applicants can make monthly payments on their Cherry account via ACH electronic transfer from their checking account, Debit Card or Credit Card*.

*Note: Making payments via Credit Card will result in a 2.99% processing fee for the applicant. There is no processing fee for making payments via ACH or bank-issued Debit Card.

How do refunds affect patients?

Patients are not only refunded on payments they made, but can also use the refunded approval amount to checkout again with the practice in case they change their mind. Their original approval window is still active. A refund does not affect the patient's ability to re-apply again in the future. After a refund is processed, have patients visit their Patient Portal in order to see the current status of their approval amount.

When do I get paid?

Depending on your bank and when the transaction is completed, proceeds from the sale should arrive into your account no later than 3 business days after the transaction is completed (if not sooner).

Marketing

How should I approach applicants about Cherry?

Cherry can be used for applicants that want a product/service but don't want to pay the full amount upfront today. This gives you, the business owner, the power to increase your sales. Cherry's easily understood product makes it easy for applicants to account for their purchases within their monthly budget.

How can I market Cherry?

Cherry can be marketed as a payment method for individuals who would like treatment now but want the flexibility of paying in installments over time. After you sign up with Cherry, you will also be able to use our free marketing assets, including social media templates, email templates, physical in-office materials, and more.

Account

How can I update my banking information?

Please navigate to the Settings tab within your Practice Portal. From this page, select "Bank Settings." Once you have located the account you would like to update, please select the "Edit" button to begin updating your banking details.

How can I update my banking information?

Complaints

How do I submit a formal complaint to Cherry?

Please email complaints@withcherry.com with a subject line 'formal complaint.’ Be sure to include details of your complaint with your full name and phone number associated with your Cherry account.

What qualifies as a formal complaint?

Major service issues, policy concerns, or unresolved problems.

What happens after I submit a complaint?

You’ll receive an acknowledgment within 1 business day.

How long will it take to get a full resolution?

You can expect to receive a resolution within 2-3 business days.

Will I be kept informed?

Yes, you will receive status updates and a final resolution summary.

Can I escalate my complaint further?

If you’re not satisfied with the outcome of your complaint, you can request an additional review by emailing executive.review@withcherry.com. While we cannot guarantee a different outcome, your case will be carefully re-evaluated by a senior member of our team.

iOS App Troubleshooting

I can’t download the Cherry app from the App Store

If you are having trouble downloading the Cherry app from the app store, please try the following steps.

Please check your internet connection. Your network connection may be the issue preventing your device from downloading the app.
If your internet connection was not the issue, please check your Apple device operating system version. The Cherry app requires version iOS 11 and higher. You can find this information by going to Settings > General > About, and viewing the Software Version of your device.

The ID Scan is not working for me

Please try the following steps if you are having issues scanning a customer’s ID.

Lay the ID on a flat surface and move the camera farther/ closer to the ID to adjust the focus of the camera. Make sure the lighting is adequate and that there is no glare or smudges on your device camera or the ID.
Exit out of the contract application and restart a new contract application. Try rescanning the ID again.
If that doesn’t resolve the issue, delete the Cherry app and re-download it from the app store. Restart a new contract application.
Older or newly issued driver’s licenses in some US states may not be picked up by the scanner.

The keyboard is covering up the screen

This happens when the keyboard on your device is undocked.

Here is the official Apple document: https://support.apple.com/en-us/HT207521.

You need to move your keyboard to the bottom part of the screen, Here’s how:

Touch and hold the keyboard icon at the bottom right of your keyboard.
Slide up and tap Undock.
Lightly press and hold the keyboard icon, then immediately drag the keyboard down the screen.
Slide up and tap Dock.

I want to continue progress on a past contract application

For security reasons, Cherry requires the customer to start a new application rather continuing a past application. Starting another application will not impact the customer’s credit score. Simply start a new application and rescan the customer’s ID. The system should remember the customer and automatically send them a text to the phone number on file.

I am seeing a black screen

If you are experiencing a black screen while using the application please do the following:

Close out of the Cherry app, then reopen it and start a new contract application.
If restarting the Cherry app does not work, please make sure you have the newest version of the Cherry app. You can download the newest version by going to the App store. Once you have found the Cherry app page, press the ‘update’ button.
If updating the Cherry app does not work, delete the Cherry app altogether, then re-download the Cherry app on the app store. To find the Cherry app in the app store, search “Cherry Point of Sale”.

I’m having issues navigating the Cherry app

If you are experiencing navigation issues this tends to be a device zoom setting problem. To resolve this, please do the following:

Please exit out of the Cherry App.
Go to your device and search for “Settings”. Tap Accessibility. Tap Zoom.
Tap the switch next to Zoom to disable it. Green is on, white/gray is off.

The debit card scan is picking up the wrong expiration date

If the expiration date is incorrect after the Debit Card scan, you can always correct it by editing the expiration date field. Please remember to always review your customer’s card information carefully before moving forward.

The contract application is not moving forward to the next screen

If a contract application gets stuck during the contract application process, please do the following:

Check your internet connection. The contract application process requires a stable internet connection.
If the internet connection was not the issue, exit out of the contract application. Close and restart the Cherry app and start a new contract application.
Delete the Cherry app and re-download it on the app store if restarting the app did not resolve the issue.

I can’t remember my username

Your username is typically the business email address that you signed up with. If you cannot remember what that was, you can contact our customer support. They will help you retrieve your username.

I can’t remember my password

If you cannot remember your password, please press on the ‘Forgot Password?’ link on the Login screen and follow the process. If that does not resolve your password issue, please contact our customer support.

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Customer Support
‍For both patients & practices, Cherry Support can help with all general needs.

Chat
‍support@withcherry.com

Mailing Address
‍Use this address for general contact and legal inquiries.

Cherry Technologies, Inc.
2261 Market Street #4689
San Francisco, CA 94114

Payment Address
‍Use this address to pay by check.

_{Note: We recommend paying online at your}_{Patient Portal}_{for faster processing. Read more about paying by check}_here.

Via United States Postal Service (USPS):‍
Cherry Technologies Inc
DEPT 2258
PO BOX 122258
DALLAS, TX 75312-2258

All other methods:
‍Dallas Regional Lockbox
Cherry Technologies Inc
892258
1501 NORTH PLANO RD, STE 100
RICHARDSON, TX 75081

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Payment options through Cherry Technologies, Inc. are issued by the following lending partners: https://withcherry.com/lending-partners. Copyright © 2020-2025 Cherry Technologies, Inc. NMLS #2061234 & Cherry Payments LLC NMLS #2660431, 2261 Market Street #4869 San Francisco, CA 94114. NMLS Consumer Access.THIS IS A LOAN SOLICITATION ONLY. CHERRY PAYMENTS LLC IS NOT THE LENDER. INFORMATION RECEIVED WILL BE SHARED WITH ONE OR MORE THIRD PARTIES IN CONNECTION WITH YOUR LOAN INQUIRY. THE LENDER MAY NOT BE SUBJECT TO ALL VERMONT LENDING LAWS. THE LENDER MAY BE SUBJECT TO FEDERAL LENDING LAWS.