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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:
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: Admin Users and Customers will receive a notification of the decline. Either can update their payment information, then try the payment again. NOTE: If an Admin User does a manual payment, they 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: Admin Users and Customers will receive a notification of the decline. Either can update their payment information, then try the payment again.
See this support article for information about declined credit/debit card payments.
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 attach 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:
Customer's Billing Page
NOTE: If you are on V2 Billing (you have Payment Plans), DO NOT post payments to the Transaction History. Payments should pay an invoice (unless there is no invoice).
See this support article for detailed instructions on how to pay an Invoice.
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).