Refund Frequently Asked Questions


Why am I receiving an email from ?

If you receive an email from, it means that Privia Health or one of its affiliates is trying to send you a payment. We have partnered with US Bank to provide our patients a choice in how they receive payments from us.

Typically, we send a refund when you have a credit balance on your account with a Privia provider. Please refer to the email you received for further information. You can also contact Privia Health Customer Experience at 888-774-8428. Select option 3 for billing questions, so that we can direct you to an agent who can assist you. We’re available Monday through Friday, from 8am to 6pm ET.

Who is Privia Health / Privia Medical Group?

Privia Health is a nationwide organization focused on transforming the healthcare delivery experience for physicians and patients. We partner with providers in several areas, including Florida, Georgia, Maryland, Virginia, Tennessee, Texas and Washington, DC.

When I clicked the email link and tried to enroll, I received the following error message: “Enrollment link is not available.” Why did this happen?

Enrollment links are set to expire seven days after we send the initial email notifying you of your credit balance. The reason for this is that we want to make sure you get your refund as quickly as possible. If you do not click the link within seven days, our system will automatically issue a check to the address we have on file and once issued, electronic payment will no longer be possible.

I enrolled, but now my link doesn’t work. What do I do?

The link provided in your credit balance email is only intended to point you to an enrollment page. If you have already created your account and password, please navigate to the following page to log into your account:

I forgot my password. How can I reset it?

Go to and click Forgot your password.

How do I find my Privia patient ID?

There are three easy ways to find your patient ID:

  1. Log in to the myPrivia Patient Portal using the link at the top right corner of this website. Go to My Health on the left menu, and then to Care Summaries. Your Privia patient ID will be at the top of the page. Note that if you access the patient portal on your mobile device, you may have to scroll to the bottom of the page and click Full Site.
  2. Look at your Privia billing statement. Your Privia patient ID will be followed by “A8042”. Please do NOT include “A8042” when entering your patient ID.
  3. Contact Privia’s Customer Experience team at 888-774-8428.

I know I entered my Privia patient ID correctly, but I still can’t enroll. Can you help?

We issue refunds in the name of the financially responsible person for each patient’s account/ID. For that reason, if the refund due is related to your minor child or other dependent, you may need to enter your child or other dependent’s patient ID instead of your own to complete the enrollment. And of course, our Customer Experience team is available to help at 888-774-8428.

What methods are available for me to receive my payment?

  1. Zelle is a fast, safe, and easy way to receive payments using just an email address or U.S. mobile number. If you bank at a participating financial institution, you can link your email address or U.S. mobile number to your bank account by enrolling in the Zelle network. Zelle payments can usually be made instantly. If you have not already enrolled with Zelle, visit to learn more.
  2. A Bank Account payment is also an electronic payment made via the automated clearing house (ACH) network. To receive a bank account payment via ACH, you’ll need to provide your bank account information in the Payee Choice website and we’ll deposit the payment in 2 to 3 days.
  3. A Paper Check can be mailed in approximately 7 to 10 days. We will ask you to verify your mailing address to ensure that you receive your check. Please note that if your email address is already enrolled in Zelle, the system will override your paper check selection and send payment via Zelle.

Regardless of your preferred method, please enter your information carefully!

Why would you override my Paper Check selection with Zelle?

Paper checks take more time to reach you and present much more risk. The system was designed to override paper check selections where possible. If you require a paper check for future refunds, please make sure that the email address we have on file for you is not enrolled in Zelle.

What happens if I enter my banking or address information incorrectly?

We understand that mistakes sometimes happen. If banking information is entered incorrectly or a processing error occurs during the transfer, we will receive notification of a failed payment within 5 to 7 days. If you have set up an account and password with payee choice, you can use that information to log in to your account and update your banking information. If not, we will have to cancel and resend your payment. This can cause significant delays.

Please pay special attention whenever entering bank account information. Also, make sure that you select the proper account type: checking or savings.

If your address is entered incorrectly, your check will be sent to the incorrect address. We have to wait 2 to 4 weeks to ensure that your check does not get forwarded to you. After that time, we can void and reissue the check.

What do I do if I don't receive my payment in the expected time frame?

Sometimes, mistakes happen. Checks can get lost in the mail. Banking information can be entered incorrectly. If you don’t receive a payment in the expected time frame, contact Privia Health Customer Experience at 888-774-8428. Unfortunately, in such cases, we typically must reissue the payment, which causes further delays. For that reason, we do like to ensure that we can’t resolve the issue with the original payment before issuing a new one.

What happens if I don't access the Payee Choice website?

If we don’t receive your payment choice within 7 days, we will automatically send you a check to the address we have on file.

Can I forward my Credit Balance Refund email?

Please do not forward your credit balance refund email. That email contains a link that is unique to you and should not be shared.

Still need help?


If the above resources were unable to answer your question, please contact Privia Health Customer Experience at 888-774-8428 between 8am to 6pm ET.

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