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Payment Issues

Solutions for payment recording and processing problems.

Payment Not Recording​

Check These First​

  • Do you have permission to record payments?
  • Is the invoice finalized (not draft)?
  • Is the amount correct?

Common Causes​

Invoice is in Draft

  • Finalize the invoice first
  • Then record the payment

Duplicate Payment Warning

  • System detected similar payment
  • Confirm it's not a duplicate before proceeding

Validation Error

  • Check required fields are filled
  • Amount must be positive
  • Date must be valid

Payment Showing on Wrong Invoice​

How to Fix​

  1. Delete the incorrect payment record
  2. Re-record on the correct invoice
  3. Double-check customer and invoice

Preventing This​

  • Verify invoice number before recording
  • Use search to find exact invoice
  • Check customer name matches

Invoice Still Shows Unpaid After Payment​

Possible Causes​

Payment not saved

  • Go back and ensure you clicked Save
  • Check payment appears in payment list

Partial payment

  • If paid less than total, status shows "Partial"
  • This is correct behavior

System sync delay

  • Wait a few moments and refresh
  • Status should update

Manual Status Update​

If the payment is recorded but status is wrong:

  1. Check payment amount vs invoice total
  2. Verify payment is linked to invoice
  3. Contact support if still incorrect

Online Payment Issues​

Customer Can't Pay Online​

Link not working

  • Generate a fresh payment link
  • Check the invoice is active

Payment gateway error

  • Gateway may be temporarily down
  • Ask customer to try again later
  • Or offer alternative payment method

Amount seems wrong

  • Check invoice currency
  • Verify no customer-side issues

Payment Made But Not Showing​

Processing delay

  • Online payments can take minutes to hours
  • Check payment gateway dashboard

Failed transaction

  • Check gateway for failure reason
  • Customer may need to retry

Webhook issue

  • Some integrations use webhooks
  • Check integration settings

Refund Problems​

Can't Issue Refund​

  • Check you have permission
  • Payment must be completed first
  • Some methods don't support refunds

Refund Not Showing for Customer​

  • Bank/card refunds take 3-10 business days
  • Mobile money may be faster
  • Check refund status in system

Payment Amounts Don't Match​

Currency Conversion​

  • Exchange rates change
  • Check which rate was used
  • Manual adjustment may be needed

Fees Deducted​

  • Payment gateways charge fees
  • Customer paid X, you received X minus fees
  • Record the net amount received

Payment Reports Are Wrong​

Check These​

  • Date range includes the payments
  • Filters aren't excluding data
  • Recently recorded payments may take time to sync

Recalculate​

Some systems have a "recalculate" or "refresh" option for reports.

Getting Help​

If payment issues persist:

  1. Note the invoice number
  2. Note the payment details
  3. Screenshot any errors
  4. Contact support with this information