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A customer can't pay their invoice

Find out what to check when a customer is having trouble paying an invoice online and what to do next.

If a customer lets you know they can't pay their invoice, there's usually a straightforward reason. Here are the most common ones and what to do in each case.

The invoice has been cancelled

If the booking was cancelled or replaced, the invoice is voided and can no longer be paid. Check its status in Reports -> Invoices. If the booking is going ahead, raise a new invoice and ask your customer to pay that one.

Bank transfer isn't showing as an option

Bank transfer is available on invoices in pounds sterling. For invoices in other currencies, your customer can pay by card using the link on the invoice.

Their card payment didn't go through

Ask your customer to check their card details, try another card, or pay by bank transfer instead. Their bank may also have asked them to approve the payment in their banking app.

The due date has passed

Customers can still pay online after the due date, so there's no need to raise a new invoice. Ask them to use the original link.

They'd like to pay in instalments

Each invoice is for the full amount. If your customer needs to split the payment, contact our team at help@eola.co and we'll help you find the best way to set it up.

What should I check?

  1. Find the invoice in Reports -> Invoices and check it's Open
  2. Ask your customer which payment method they're using and what message they see
  3. Resend the invoice from Manage -> Comms -> 'Resend invoice' so they have a fresh link
  4. If every attempt fails, ask your customer for a screenshot of the error

If none of these help

Email the invoice number and any screenshot to help@eola.co and we'll look into it for you.

Helpful tips:

  • Mention both card and bank transfer when you send the invoice, so your customer knows their options
  • Remind customers paying by bank transfer to use the invoice number as their reference
  • If your customer is with you in person, they can open the invoice link on their phone and pay by card there and then

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