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Troubleshoot Unpaid Invoices

Find out the reasons why Invoices do not show as "paid"

Serena Edwards avatar
Written by Serena Edwards
Updated over 2 months ago

Problem & Reasons

After an Auto-Pay event happens, you may notice that some Invoices on the Invoices page are unpaid. The reasons for this can include the following:

  • ACH or credit card payments declined

  • Auto-Pay was turned off

  • Admin User did not attach a manual payment to the Invoice

An unpaid Invoice shows up on a Customer's Billing page like this:

ACH declined

You can view a Customer's ACH (Bank Account) payment decline in the following places:

  • A/R Aging Report

  • Auto-Pay settings (Customer's Billing page)

  • Transaction History (Customer's Billing page)

The charge(s) will go back to the original invoice and the invoice will be current again. Any non-sufficient fund (NSF) fees will go on a separate invoice.

NOTE: If an Admin User does a manual payment, you will need to attach that payment to the Invoice. See Payment not attached below.

For more information about ACH payments and declines, see this support article.

Credit Card declined

A "Declined" credit card payment means Enrollsy's automatic payment system attempted to authorize the card with the credit card company. If auto-pay runs and invoices remain unpaid, the payment is declined.

There will be no record of the payment in the Customer's transaction history in the "BILLING" tab on their account if the payment was unsuccessful.

NOTE: If an Admin User does a manual payment, they will need to attach that payment to the Invoice. See Payment not attached below.

See this support article for information about declined credit/debit card payments.

Email Notifications

Admin Notifications

Admin users who have the setting "Receive failed customer payment emails" turned on will receive the following email notifications:

  • “Autopay Summary” email, which shows all auto-pay rejected payments. These are credit card and ACH payments that get rejected at auto-pay (and are not in Enrollsy).

  • “Failed ACH Payments Notification” email, which shows any rejected/failed ACH payments (the ones that show up in Enrollsy).

If you have access to manage admin users, you can change this setting by going to My Company > Users > Admins or clicking here to manage your admins' users.

ACHQ (for those with EnrollsyPay) also sends an email to the Speedchex (payment gateway) owner when an ACH payment is rejected.

Customer Notifications

Customers whose ACH payments fail (and they show in Enrollsy that they failed) do receive an email notification. Customers can log in to their account, update their payment credentials, and try the payment again.

NOTE: Customers will NOT receive an email for any credit card or ACH payments that fail at auto-pay (and do not show up in Enrollsy).

Auto-Pay off

Enrollsy allows customers to modify and delete payment methods via the Customer portal. Admin Users can also turn on/off a Customer's Auto-Pay setting on the Billing page.

Solution: Double-check that the Auto-Pay setting is still on via the Invoices page if an Invoice remains unpaid.

See these support articles for more information on Auto-Pay:

Payment not attached

When a Customer pays through the Customer portal, any payments (even custom ones) are automatically attached to an Invoice. However, Admin Users have to manually add payments to an Invoice if they make a payment on behalf of a Customer.

There are several ways to pay a Customer's Invoice:

All payments should pay an Invoice. If there is no Invoice, either an Invoice can be created or the payment goes into an "Unapplied Payment" section of the Credit Balance. See this support article for detailed instructions on how to pay an Invoice.

Any unmatched payment or credits will be matched based on the following schedule:

Enrollsy's Automated System

Enrollsy's automated system uses a predictable schedule for invoice creation, credit reconciliation, and payment collection, as follows:

Task

Frequency

When

Beginning

Ending

Invoice Creation
read more

Every 1 hr

Hourly

12:15 am PT

3:15 am ET

N/A

Credit Reconciliation

Every 1 hr

Hourly

12:00 am PT

3:00 am ET

N/A

Payment Collection

Twice a Day

Morning/

Evening

5:45 am PT

8:45 am ET

8:45 pm PT

11:45 pm ET

If you have gone through the above reasons for unpaid Invoices and still have issues, please contact us via the chat button (right bottom corner of the Enrollsy app).

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