No pay button, a declined card, an ACH that is "pending" for days, or a payment that did not mark the invoice paid.
§There is no PAY button
- ◆The invoice must be sent (not draft) and have a balance. A paid or voided invoice shows no button by design.
- ◆Online payments need the company's payment account connected in
Admin Console → FINANCIAL; the "How customers pay online" guide walks through accepted methods and the setup.
§The card was declined
Declines come from the customer's bank, with the reason shown on the hosted checkout. The customer can try another card or ACH; nothing on your side blocks a specific card.
§ACH shows pending
Bank transfers take three to five business days to settle. The invoice is marked paid when the transfer clears — the balance does not move until then, on purpose, so the books never show money that has not arrived.
§They paid but the invoice still shows a balance
- 01Open the FINANCIALS tab and check the payment history; a completed online payment appears there with its reference.
- 02If the customer paid by check or cash outside the portal, record it with
Record a payment— online payments are the only ones recorded automatically. - 03If an online payment shows as completed on the customer's side and not on yours after fifteen minutes, send support the invoice number and the customer's receipt.
§Related
- ◆How customers pay online (Invoicing + payments)
- ◆Record a payment (Invoicing + payments)
- ◆The FINANCIALS tab (Invoicing + payments)