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Hospital  >  Patients & Visitors  >  Hospital resources  >  Pay a bill  >  Pay online  >  MyPayments Frequently Asked Questions (FAQ)
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MyPayments Frequently Asked Questions (FAQ)

What is MyPayments?

MyPayments is a website where patients can pay their hospital invoices online.

How do I access MyPayments?

MyPayments is accessible from anywhere at any time through the internet. To access MyPayments, please visit MyPayments

When is the MyPayments online payment service available?

Effective September 2018, the MyPayments online payment service will be available 24 hours a day, 7 days a week.

What payments can I make through MyPayments?

You can pay hospital invoices issued by Sunnybrook through MyPayments. Sundry bill payments cannot be made through MyPayments at this time.

How will I receive my hospital invoice?

You will receive your hospital invoice in the mail at the address you provided to Sunnybrook.

When will my invoice appear on MyPayments?

For charges billed directly to you, you will receive your invoice in the mail. Once you receive your invoice in the mail, it will also appear on MyPayments.

What information will I need in order to pay my invoice online through MyPayments?

You will need one of the following numbers as shown on your invoice: Hospital File Number (HFN) or invoice number. You will also need your last name and credit card information to make payment.

What methods of payment are accepted through MyPayments?

At this time, payment can be made using any of the following credit cards:

  • Visa
  • Visa Debit
  • MasterCard
  • Debit MasterCard
  • American Express
  • Discover

Alternate methods of payment (cash, cheque or money order) can be made in person, by phone, or by mail. Please refer to the following FAQ for more information.

Can someone else pay my invoice(s)?

Yes, as long as they are a direct family member, a caregiver or a non-healthcare professional familiar with your care. They will need your Hospital File Number (HFN) or the invoice number on your hospital invoice, as well as your last name and a credit card to make payment.

Where can I find a copy of my hospital invoice(s)?

If you require another hard-copy of your invoice, please contact your billing clerk using their contact information listed just above the detachable portion of your invoice.

Can I view my invoice(s) and payment history online?

You cannot view your invoice(s) and payment history online. MyPayments will only display outstanding invoice balances.

Can I view my invoice(s) through MyChart?

You cannot view your invoice(s) through MyChart. Invoices can only be viewed and paid online through MyPayments or in person at one of the cashier’s offices located at each Sunnybrook campus (Holland, Bayview and St. John’s Rehab). Please refer to the following FAQ for more information.

Can I make payments from my smartphone or tablet?

Yes, the MyPayments site is responsible and mobile-friendly, and can be used on a smartphone or tablet. Using the web browser on your mobile device, visit sunnybrook.ca/payment.

Can I use MyPayments to pay invoices from any Sunnybrook site (including St. John’s Rehab and Holland Centre)?

Yes. Through MyPayments, you can make payment toward any invoice issued by Sunnybrook Health Sciences Centre at any campus, including the Bayview Campus, Holland Centre and St. John’s Rehab.

Will I be charged additional fees for paying my invoice online versus in person?

No, you will not be charged any additional fees to pay your invoices using MyPayments.

Can I make a payment in person, by phone or by mail (cheque or money order)?

Yes. If you cannot pay your invoice online, you can pay in person, by phone or by mail. The following payment option details can also be found on your invoice:

In person

Payment may be made in person from Monday to Friday at one of the following Toronto locations:

Bayview Campus: 2075 Bayview Ave., Room D117
Hours: 8:30 a.m. to 12:00 p.m., and 12:45 p.m. to 3:00 p.m.
The cashier's office will be closed from noon to 12:45 p.m.
Should you need urgent assistance during the lunch hour, please go to room EG33.

Holland Campus: 43 Wellesley St. East, 2nd floor
Hours: 8:30 a.m. to 1:00 p.m., and 2:00 p.m. to 4:00 p.m.
The cashier's office will be closed from 1 p.m. to 2:00 p.m.

St. John's Rehab Campus: 285 Cummer Ave., 1st floor, Room HE114
Hours: 8:00 a.m. to 12:00 p.m., and 1:00 p.m. to 3:00 p.m.
The cashier's office will be closed from 12:00pm to 1:00 p.m.

By phone

You can make payment over the phone by contacting your billing clerk. You can find your billing clerk’s contact information listed just above the detachable portion of your invoice.

By mail

Please mail your cheque or money order, and the remittance portion of your invoice to:

Sunnybrook Health Sciences Centre
2075 Bayview Ave., Room EG33
Toronto, ON M4N 3M5

How will the charges show on my credit card statement?

The charges will show on your credit card statement as ‘SUNNYBROOK PATIENT ACC TORONTO ON’.

I don’t have a credit card. Can I still pay my invoice online?

No. MyPayments only accepts credit card payments at this time. Please refer to the following FAQ for more information.

Can I pay my invoice(s) directly through my online banking services?

Yes, payments may be made through CIBC, Scotia Bank, National Bank or HSBC Bank online banking using your Hospital File Number (HFN) or invoice number as the payee account number. If you have any questions about online banking payments, please contact your banking institution. The links below will direct you to your banking institution’s online banking site.

When is payment due for my invoice(s)?

Payment is due on the invoice date found on your invoice.

What happens if my transaction is declined?

Please contact your banking institution. Your hospital charges will still be outstanding.

What should I do if I receive the message “No invoices found”?

Please ensure you have entered the correct Hospital File Number (HFN) or invoice number and that you enter your last name exactly as it appears on your invoice. If you still receive this message after trying again, please contact your billing clerk whose contact information is listed just above the detachable portion of your invoice.

How do I know my payment is secure?

Sunnybrook’s online payment system is safe, secure and confidential. We use Bambora, a third-party PCI Level 1 (the highest level) certified service provider, and the industry standard encryption protocol (SSL) to safeguard all of your personal information. No credit card information is stored on our servers; therefore, you will need to enter your credit card information each time you go to make a payment. Sunnybrook does not share your personal health or financial information with other organizations.

Can I pay my invoice in a currency other than Canadian Dollars (CAD)?

Payments made in other currencies will automatically be converted to Canadian Dollars (CAD) by your banking institution.

Will I receive a receipt for my online invoice payment?

Yes. If you provide a valid email address when prompted through the MyPayments invoice payment process, you will receive an email confirmation of payment issued by Bambora (the payment service provider). If you require an official Sunnybrook receipt, please contact your billing clerk using their contact information listed just above the detachable portion of your invoice.

Can I get a refund for an overpayment?

MyPayments will prevent the user from making an overpayment on single or multiple invoices and therefore will not allow you to pay more than the total payment amount of the invoice(s) that you have selected. In the event that you have been billed incorrectly, please contact your billing clerk whose contact information is listed just above the detachable portion of your invoice.

What if I want to cancel a transaction before it is complete?

You can cancel a transaction by pressing the “Cancel” button at the bottom of the payment page. Transactions can be cancelled up until submission of the credit card information.

Can Sunnybrook bill directly to my insurance provider?

If the products or services you received at the hospital are covered by your insurance provider, Sunnybrook can do direct billing upon your discharge. As an inpatient, your preferred accommodations coordinator will ask you for your insurance information to bill directly to your insurance provider. Invoices that are billed directly to your insurance provider will not appear in MyPayments unless there is an outstanding invoice balance not covered by your insurance provider. If you would like Sunnybrook to bill directly to your insurance provider, please contact your billing clerk using their contact information listed just above the detachable portion of your invoice.

Can Sunnybrook send my invoice directly to my insurance provider?

Yes. Once you’ve provided your insurance information to your billing clerk or coordinator, Sunnybrook can mail a copy of your invoice to your insurance provider.

If you have any other questions about paying your bill online, please contact Sunnybrook using the contact form.