Zentive HelpField-service support
Main siteContact support
Payments

Fix payment failed

Handle failed payments quickly so billing issues do not turn into extra calls, confusion, or unpaid work.

Owner/AdminTroubleshooting3 minutesUpdated Jul 6, 2026Current instructions
Still need help?

Before you start

  • You know which invoice or payment failed.

What this usually means

The card details are wrong, the card was declined, or the payment setup is incomplete.

Fastest fix first

  1. 1

    Retry with the exact card details

    Have the customer check the card number, expiration, and security code.

  2. 2

    Confirm Stripe is connected

    Make sure your payment setup is still active in Zentive.

  3. 3

    Check whether payments or payouts are disabled

    If multiple customers cannot pay, open Stripe Account in Zentive and check charges, payouts, and onboarding status.

  4. 4

    Capture the exact error

    If the payment fails again, save the exact message shown before contacting support.

Was this helpful?

Still need help?

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.

Replies by emailLogin, billing, sync, and setup help
Email support

Keep going

Customer Portal

Customer pays an invoice

Help a customer pay an invoice from the portal and understand what to check if the invoice still looks unpaid.

Open articleTroubleshooting

Invoice still looks unpaid

Check the common reasons an invoice still shows open after a payment so you can tell whether it is a delay, a failed payment, or a sync issue.

Open articleBilling & Account

Fix Stripe payout or verification holds

Understand why Stripe may allow payments but still hold payouts or ask for more business information.

Open articleQuotes, Invoices & Payments

Record a payment

Mark a customer payment correctly so invoices, reporting, and follow-up all stay accurate.

Open articleTroubleshooting

Crew can't see jobs

Get a crew member back to work fast when jobs are missing from the crew app, route, or job list.

Open articleCustomer Portal

Update payment method

Help a customer update their card or payment details from the portal without getting stuck.

Open article