Troubleshoot Unpaid Invoices

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

Serena Edwards avatar
Written by Serena Edwards
Updated over a week 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)

Solution: Customers will receive an email notification of the decline. Either they can update their payment information in the Customer Portal, or an Admin can manually enter the payment.

Admin users who have the setting "Receive failed customer payment emails" turned on will receive email notifications of rejected ACH (and credit card) payments. 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.

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 was 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.

Solution: Customers will receive an email notification of the decline. Either they can update their payment information in the Customer Portal, or an Admin can manually enter the payment.

When the card declines, the Admin users who have the setting "Receive failed customer payment emails" turned on will receive an email notification of all declined credit card and ACH payments during Auto-pay. If you have access to manage Admin Users, you can change this setting by going to My Company > Users > Admins or clicking here to edit Admin email notifications.

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.

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.

Solution: 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:

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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