Fix a card payment link that does not work

Goal

Get card payment working on a payment link, or collect the money another way while you fix it.

Prerequisites

• You can open Settings > Integrations.
• You have the invoice and the client's report of what they saw.
• A Stripe account, or the ability to finish setting one up.

Steps

1. Ask what the client saw. "Online payment is not available for this request. Please contact" followed by your company name means card payment is switched off or not possible for this invoice. "The payment could not be started. Please try again." is a temporary failure.
2. Open Settings > Integrations > Connected services and find Payment Processing.
3. If no account is connected, select Connect Stripe Account and follow the Stripe steps. If the card says Stripe setup incomplete, select Finish Stripe setup and complete the remaining steps in Stripe.
4. Read Online invoice payments. It should say it is on for your workspace. If it says it is off or not ready, select Open Feature Activation and clear the checks listed.
5. Check the currency. The Stripe account's country must support card payments in the invoice currency, and Charges enabled must be on. To look at the account, select Open Stripe Dashboard.
6. Check the amount. Card payment has a minimum charge in each currency. A very small balance cannot be paid by card.
7. While you fix it, ask the client to pay by bank transfer, or send the payment details another way, and record the payment on the invoice when it arrives.
8. When the fix is done, open the payment link yourself to confirm it starts a card payment.

Expected result

The payment link opens the secure card payment page and the client can pay. The payment is then recorded against the invoice.

Troubleshooting

• If the message says online payment is not set up, no Stripe account is connected for the company. Connect it as above.
• If the message says online payment is not available for this currency, the connected Stripe account cannot take card payments in the invoice currency. Resolve the account's capabilities in Stripe, or invoice in a supported currency.
• If the message says online card payment must be at least a given amount, the amount is below the Stripe minimum. Collect it another way or raise the amount.
• If a Stripe payment arrives in a different currency from the invoice, 4fleet does not book it and holds it for review. Report the problem with the invoice number.
• If the link says it is not available, the link is not valid for this invoice any more. Check the state of the invoice before you send anything else.
• If the client says the payment is being confirmed, wait. They get a receipt by email once it is confirmed.