My customer can't pay online

Customers pay online from the quote or invoice link. If they can't, one of these is usually why.

Stripe isn't connected or isn't finished

Card payments only work once Stripe says your account is ready.

Open Settings → Payments and look at the Card payments box:

• Connect Stripe: you haven't connected yet. See Connect Stripe payments.
• Finish setting up Stripe to take card payments: Stripe needs more details. Click Continue Stripe setup.
• Stripe is verifying your details: wait a few minutes and click Check again.
• Card payments are on: Stripe is fine. Keep reading.

The card method is switched off

In the All payment methods list on Settings → Payments, make sure Pay by card is switched on under Enabled.

Paying a deposit on a quote

Your customer can only pay a deposit if:

• the quote has a Deposit set (under Pricing & terms), and
• they've signed the quote first. The pay options appear after they accept.

Once the deposit is paid in full, there's nothing left to pay on the quote. The rest goes on an invoice.

Paying an invoice

Your customer can only pay an invoice that:

• has been sent (a draft invoice's link doesn't work yet),
• still has a balance due, and
• hasn't been voided.

No payment methods at all

If you have no payment methods, the invoice just tells your customer to pay you directly. Connect Stripe, or add an offline method like check or Venmo on Settings → Payments.

The payment started but didn't finish

• Card declined: Stripe shows the reason on its page. Your customer can try another card.
• If your customer started paying and closed the page, the invoice may say it's waiting on a payment. They can open the link again and pay.
• When paying part of an invoice, the amount must be at least $1 and no more than the balance due.
• Very small amounts (under $0.50) can't be paid by card.

Still stuck?

Email support@hellotopaid.com or use the contact form with the quote or invoice number. More on payments: Online payments.