Payment Issues

Having trouble with payments? Here are solutions to common payment issues.

Payment Link Not Working

If a payment link isn’t working:

1. Check link expiration - Payment links expire after a set period
2. Verify the URL - Make sure the full link was copied
3. Try a different browser - Some browsers block payment forms
4. Generate a new link - Create a fresh payment link from the project

Payment Not Showing Up

If a payment isn’t appearing in your account:

1. Refresh the page - Data may need to sync
2. Check payment status - Verify it’s marked as “Paid”
3. Check date filters - Make sure you’re viewing the correct date range
4. Wait a few minutes - Payment processing can take time

Invoice Not Sending

If an invoice email isn’t sending:

1. Check email address - Verify the client’s email is correct
2. Check spam folder - Ask client to check spam/junk
3. Verify email settings - Go to Settings → Notifications
4. Try manual send - Resend the invoice manually

Stripe Connection Issues

If Stripe isn’t connecting:

1. Check account status - Verify your Stripe account is active
2. Reconnect account - Go to Settings → Billing → Stripe Connect
3. Verify permissions - Make sure you granted necessary permissions
4. Check Stripe dashboard - Verify account status in Stripe

Payment Status Incorrect

If payment status is wrong:

1. Manual update - Edit the payment and update status
2. Check sync - Wait for automatic sync (can take a few minutes)
3. Refresh data - Refresh the page or log out and back in

Overdue Payment Alerts

If you’re not receiving overdue alerts:

1. Check notification settings - Go to Settings → Notifications
2. Enable payment reminders - Turn on “Payment Reminders”
3. Verify email - Make sure your email is correct
4. Check spam folder - Alerts may be filtered

Refund Processing

To process a refund:

1. Open the payment in the project
2. Click “Refund” or “Issue Refund”
3. Enter refund amount
4. Process through Stripe dashboard if needed
5. Update payment status manually

Payment Discrepancies

If payments don’t match your records:

1. Check date ranges - Verify you’re comparing the same periods
2. Review all projects - Make sure all payments are recorded
3. Export data - Export payments to CSV for comparison
4. Reconcile manually - Update payment records as needed

Still Having Issues?

• Contact Support
• Submit a bug report through Settings → Support
• Check our FAQ for more information