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:

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

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

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.

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

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.

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

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

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.

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.

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:

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 uses a predictable schedule for invoice creation, credit reconciliation, and payment collection, as follows:

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).