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Payment failed

What to do when a customer's card is declined, an autopay charge fails, or Stripe rejects a payment, and how retries work.

Owner/AdminTroubleshooting3 minutesUpdated Sep 23, 2026Current instructions
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  1. 1

    Online payment is off on the invoice

    The pay page shows no card form. Connect Stripe (Settings → Stripe Account) or, per invoice, make sure Online payments is on under Terms & delivery, then resend.

  2. 2

    Card declined at checkout

    The customer's bank declined it (funds, wrong ZIP, expired card, fraud rule). They can retry, use another card, Apple/Google Pay, or ACH. Nothing is recorded until a charge succeeds.

  3. 3

    Autopay charge failed

    The invoice shows the failure, the next retry time, Retry now, and Stop retries; the customer is emailed to update their card in Portal → Payments. You get a Payment failed notification if enabled.

  4. 4

    Stripe account restricted

    If Stripe paused your account (verification, disputes), every payment fails. Settings → Stripe Account shows the status and the link to resolve it in Stripe.

  5. 5

    Terminal payment

    Run the charge in Stripe Terminal first; paste the succeeded PaymentIntent ID into Collect Payment → Stripe Terminal.

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