Having trouble with a payment? Here are some common issues and how to solve them.
Client says they paid, but I don't see the payment
Check the payment status: Go to the Payments page to see if the payment is still processing. Bank transfers can take 1-2 business days.
Confirm the payment details: Ask the client to confirm that they used the correct payment details.
Ask for proof of payment: If the payment is still not showing up, ask the client for a proof of payment (e.g., a bank transfer receipt).
Contact support: If you have proof of payment but still don't see the payment, contact support for help.
Payment failed
A payment can fail for several reasons:
Insufficient funds
Incorrect payment details
Bank issue
Ask the client to try again or use a different payment method.
Payment is not matched to an invoice
If a payment has been received but is not matched to an invoice, you will need to manually match it.
Learn how to match payments to invoices
Frequently asked questions
Why was a payment declined?
Acctual does not decline payments. Payments are declined by the client's bank or wallet provider.
Can I refund a payment?
Not at this time. You will need to arrange a refund with the client outside of Acctual.
Next Steps
Need Help?
If you have questions about Acctual:
Email: support@acctual.com
In app messenger chat: Click the chat icon in the right corner of your dashboard