Before you start
- The customer has access to the portal or invoice link.
- Stripe is connected if card payment is expected.
What you'll do
A customer will open the invoice, pay it, and know what to check if the payment does not show up right away.
Do this
- 1
Open the invoice link
From the customer portal or invoice email, open the invoice.
- 2
Review the balance due
Make sure the invoice total and payment amount look correct.
- 3
Submit the payment
Enter the card details or use the available saved payment method.
- 4
Wait for the confirmation screen
The customer should see a payment confirmation once the payment is accepted.
Fastest fix first
- 1
Payment went through but invoice still looks open?
Refresh once and check again. If it still looks open, confirm Stripe is connected and no payment errors were returned.
- 2
Card failed?
Have the customer retry with the exact card details and check for any decline message shown on screen.
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Contact Zentive support
Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.