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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.

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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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Troubleshooting

Invoice still looks unpaid after the customer paid

Match what actually happened (card, ACH processing, cash, partial, credit, autopay retry) to why the invoice shows open, and fix it in one step.

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Settings → Stripe Account → Set Up Stripe Account lets customers pay invoices by card, ACH, Apple Pay, and Google Pay. Fees, verification, and payouts explained.

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Record a cash, check, or terminal payment

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Refund, credit, write off, or void an invoice

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