My client cannot pay by card
The Pay button is missing, or the pay page will not let your client pay. Each message, what causes it, and how to fix it.
The invoice email has no Pay button
- Card payments are not set up, or Stripe has paused them. Check Settings → Payments shows Accepting Card Payments.
- Let this client pay by card was unticked on that invoice. See "Turn card payment off (or on) for one invoice".
- A card payment on the invoice is disputed. See "When a client disputes a card payment (chargeback)".
- The invoice was sent before you finished setting up card payments. Use Share Payment Link → Send to email it again with the button.
Messages on the pay page, and what they mean
| (Business) is not taking card payments online yet. | Your workspace is not accepting card payments. Finish setup in Settings → Payments. |
|---|---|
| (Business) has asked to be paid by the method shown on this invoice rather than by card. | Card payment is off on this invoice. |
| A card payment on this invoice is being reviewed by the card issuer. | Your client disputed an earlier card payment on this invoice. Card payment stays paused while the dispute is open. |
| Please contact (Business) about the balance on this invoice. | A dispute on this invoice was lost. Agree the balance with your client and record it, or settle it with a credit note. |
| Paid in full — thank you. Nothing is outstanding | The invoice has no balance. Check the payment History in case a payment was recorded twice. |
| This invoice has been cancelled. Nothing is owed. | The invoice is cancelled. Reopen it, or send a new one. |
| The amount outstanding is too small to charge to a card. | The balance is below Stripe's smallest card charge of $0.50. Ask for it another way or settle it with a credit note. |
| Could not start the payment. | A connection problem. Ask your client to reload the page and try again. |
| Link not found | The link is incomplete (often cut off when pasted), it was replaced with Revoke Payment Link, or the invoice was deleted. Send the current link with Share Payment Link. |
Their card was declined
Stripe's page tells your client when a card is declined. Nothing is charged and nothing is recorded in Todah. They can try another card or contact their bank, which is the only place that can say why a card was declined.
They want to pay only part
The pay page always asks for the whole balance. For a part payment, take it by another method and record it with Record Payment; the pay page then asks only for what is left.
See also
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Still stuck? Write to us or email support@todah.ca — a person reads every message and replies by email. The FAQ covers plans, prices and the questions people ask before they sign up.