ON-LINE PAYMENT SERVICE - Frequently Asked Questions

What can I pay for in the section "Paying for my healthcare"?
If you are a patient, you can pay for all of the sums owed concerning:
  • Hospital fees (including additional fees for “individual rooms”),
  • Fees relating to medical consultations or explorations,
  • Biological analysis fees,
  • Medicine purchases,
  • Accommodation and care fees for elderly people.
 
You can pay for these services no matter which Assistance Publique – Hôpitaux de Paris establishment you have been to.
                                                                                                                     
If you are partners of Assistance Publique – Hôpitaux de Paris such as clinics, medical analysis laboratories or foreign organizations, you can use the on-line payment service to pay any invoice type.
 
Each payment is limited to 99,999 €. If you wish to pay several invoices whose total exceeds 99,999€, you must pay them in several separate payments by grouping them into totals lower than 99,999€.
 
The on-line payment service only enables you to pay for the services for which you have received a document listing the total to be paid.  This document is titled “INVOICE” or “Outstanding payment notice”.  If you have not yet received this document, you just need to wait until it arrives.
 
If you have received a document and the service still does not appear, then you must contact the hospital who sent the letter (the hospital contact details are in the top left corner of the letter).
 
What are the advantages of paying on-line?
Compared to other payment methods listed on the back of the letter you have received, on-line payment offers the following benefits:
  • Convenience: The operation is completed in a few clicks, 7 days a week and 24 hours a day, at the time most convenient for you and without having to go anywhere (no opening hours to adhere to, for example);
  • Simplicity : You don’t have to go anywhere (unlike with cash), nor write and send a letter (unlike a cheque).  All you need is your bank or credit card and the document which you were sent.  Follow the simple instructions on-line, and you don’t even need prior authorization (unlike an automatic bank transfer);
  • Flexibility : You can pay up to 99,999€ on-line while the legal limit for cash payments is 300 €.
  • It’s free: No extra expenses are incurred when you pay on-line (no postal fees, unlike by sending a cheque, and no transport fees to take you to a payment desk to pay in cash);
  • Transparency : At any moment, this on-line service enables you to consult the current total remaining to pay before making your payment, unlike other invoices which are sent to you, with any previous partial payments deducted.
  • Security : You know much faster whether you payment has been correctly recorded by AP-HP (unlike a cheque which requires postage time plus processing time before being recorded).  The safety of the website has been verified by the Trésor Public (see the answer to the question “Is on-line payment secure?”);
  • Faster reimbursement for medical fees paid on-line: Proof of payment is sent to you faster, enabling you to ask for reimbursement from your health insurance provider (see the answer to the question “What is the sent payment receipt for?”);
  • Guidance: We have set up a service to answer your questions and intervene in the event that you have any difficulties paying on-line (see the answer to the question “What should I do if I haven’t received a payment confirmation?”);
  • Contribution to sustainable development: By paying on-line, you are helping reduce the paper used by AP-HP’s administration, therefore reducing overall paper use and helping protect our forests;
  • Contribution to the development of electronic administration: By using the AP-HP on-line payment service, you are confirming the level of public interest for the use of the internet to simplify life for our users, and you help boost other current projects which aim to progressively enhance the interactivity of the AP-HP website (consultation management, preparation of your file before arriving at the hospital, etc.).
Where can I find the log-in details I need to pay on-line ?
The log-in details for the on-line payment service appear on the document that the Assistance Publique – Hôpitaux de Paris has sent you (invoice or outstanding payment notice).
 
1st case: If you have received a document titled INVOICE (FACTURE), you must fill both fields :
  • Client account (Compte client)
  • Reference (of your invoice) (Référence)
 
2nd case: If you have received a document titled Outstanding payment notice (Avis des sommes à payer), you must fill both fields :
  • Client account (compte client)
  • The title number (numéro de titre)                       
 
What should I do if there’s a service displayed that I didn’t know about?
The on-line payment service shows all the invoices which have been sent to you.  For each of them, the following information is displayed:
  • Start date for the care or service,
  • End date for the care or service,
  • Hospital
  • Beneficiary of the care or service,
  • Invoice or outstanding payment notice reference,
  • Invoice or outstanding payment notice date,
  • Total due.
 
If you discover an invoice which you did not know about, you must contact the hospital listed and state the invoice or outstanding payment notice references.
In particular, for all invoices whose total is less than 5€ there is no specific letter sent out.  They must still however be paid.
Is on-line payment secure?
The on-line payment service for the Assistance Publique-Hôpitaux de Paris uses the official General Public Finance Office site, which also handles on-line payment for taxes, fines and other public payments (the number of on-line payments to French public organizations is several million each year).
 
The security system uses SSL encrypting.  Moreover, all of the jamming and encrypting processes have been strengthened in order to protect as effectively as possible all sensitive data relating to payment transactions.  To protect users from any potential attack, credit card numbers are not stored on our automatic servers.  Thanks to these measures, this site is perfectly secure.
Why do I need to give my e-mail address?
By sending us your e-mail address, we can send you an e-mail with proof that you have issued a payment order with your bank or credit card.
 
This e-mail address also enables us to send you your receipt more quickly (otherwise it is sent by post, with all the standard postal delays).  The receipt acts as certification to state that the service listed has indeed been paid.  Your health insurance provider may require this receipt before they can reimburse your healthcare costs.
Can I pay only part of my invoice? Do I have to pay all of the invoices displayed?
All of the invoices displayed on the on-line payment service must be settled as soon as possible.
 
When you have several invoices to settle, you can select those which you wish to pay on-line immediately.  Each of the invoices selected must be settled in full at this transaction, with a maximum payment limit of 99,999€.
 
When you only have a single invoice to pay, you can click on the link if you have difficulties paying the entire sum due immediately, click here.  This link enables you to choose the sum which you wish to pay.  Important: a partial payment does not extend the regulatory payment deadline.  As such, the full total must be paid as soon as possible.
 
 
All of the invoices displayed are due for payment.  This means that you must pay them.
You may however choose to pay only part of the invoices displayed in one visit.  The unpaid invoices will reappear when you reconnect.
 
If you wish to contest all or part of the totals invoiced, you must follow the instructions on the back of the letter you received, and contact the hospital which sent you the invoice concerned directly.
 
If you do not wish to contest the totals invoiced but you have difficulties paying them, follow the instructions below:
  • If you have received a letter titled “INVOICE”, you must follow the instructions on this document by contacting the management of the hospital concerned,
  • If you have received a letter titled “Outstanding payment notice”, you must call 01 80 97 30 00, and you will be informed of the procedure to follow.For this, you may be asked to make a partial payment by telephone with your bank or credit card as an act of good faith.
I left the on-line payment site without paying and I can no longer sign into the on-line payment service. What can I do?
If the payment transaction has been interrupted before completion (i.e. before payment confirmation has been shown on-line), the on-line payment service will block the invoices concerned for a maximum period of 24h.
You can continue the payment procedure once this period is finished by logging in once more.  If the invoice is still there, you can be assured that the first payment attempt did not go through and the sum will not be transferred twice.
Which proof of payment documents will I receive after I pay?
As with all credit or bank card payments, you will receive 2 proofs of payment documents:
  • A payment receipt corresponding to your invoice,
  • A payment confirmation corresponding to your bank or credit card receipt
What is the sent payment receipt for?
The payment receipt is the document which enables you to prove that the service invoiced by AP-HP has indeed been paid.  Your health insurance provider may require this receipt from you before they will reimburse any healthcare expenses.
What should I do if I haven’t received a payment confirmation?
Payment confirmation is sent to the e-mail address which you have entered.  It is normally sent immediately after you have paid.  In the event of a technical problem, this confirmation may be sent later, within 24 hours of the payment.  Beyond this point, the payment transaction will be cancelled.  Automatic blocks prevent the same invoice from being paid twice on-line.
 
If you have any doubts, you must take the document which was sent to you and which contains the details which will be asked of you in the following situations:
  • If you have received a letter titled “INVOICE”, you must follow the instructions on this document by contacting the management of the hospital concerned,
  • If you have received a letter titled “Outstanding payment notice”, you must call 01 80 97 30 00, and you will be informed of the procedure to follow.
What is an “outstanding payment notice”?
An "Outstanding payment notice" is an invoice which must be paid within 30 days.  After this period, the Trésor Public (the general public finance office which receives tax and other public payments) is authorized to launch a legal claim against you.