7 minute read•Last updated: February 13, 2026

Payment Processing Issues

Troubleshooting Stripe Connect setup problems, failed client payments, and payment status issues

What You'll Learn

Fix Stripe Connect setup issues
Resolve client payment failures
Handle "pending" payment status that won't update
Understand when to manually mark invoices as paid
Deal with Stripe verification requirements

Issue 1: Stripe Connect Setup Abandoned or Incomplete

You started the Stripe Connect setup but didn't finish. Your payment status shows "incomplete."

Solution

Go to Settings → Payments and click "Complete Setup" or the "Refresh" link to return to Stripe's onboarding flow.

You'll be redirected to Stripe's hosted onboarding to finish the process.

All Five Requirements for Active Payments

Charges enabled — Your account can process card payments

External account linked — A bank account or debit card for payouts

Business profile complete — Business information filled out in Stripe

Account status active — Stripe account is in good standing

Issue 2: "Action Required" on Stripe Account

Stripe requires additional verification after initial setup, such as identity documents or updated business information.

Solution

Check your Stripe Express dashboard for any pending requirements.

In WorkCentral, go to Settings → Payments and click the "Refresh" link to access Stripe's update flow.

The settings page auto-refreshes Stripe status every 30 seconds, so you'll see the update once Stripe processes your changes.

Account Status Flow

IncompletePending

CompleteRequires ActionPast Due

Issue 3: Client Can't See the "Pay Now" Button

Your client opened the invoice link but the payment button isn't showing.

Solution: Check All Requirements

All of these must be true for the "Pay Now" button to appear:

Invoice status is "Sent" — draft invoices don't have payment links

Payment status is unpaid, pending, or failed — already-paid invoices don't show the button

Stripe Connect is active — your payments_enabled flag must be true

Invoice total is greater than $0 — zero-amount invoices can't be paid online

Payment link token is valid — tokens expire after 30 days

Expired Token?

If the payment link has expired (older than 30 days), resend the invoice to generate a fresh payment link with a new 30-day token.

Issue 4: Client Payment Failed

The invoice payment status shows "failed" with an error message from Stripe.

Solution

Check the error message stored on the invoice — it comes directly from Stripe and describes what went wrong.

The client can try again — the "Pay Now" button remains available on failed payments.

You can also share the direct payment link again if the client needs a fresh link.

Common Failure Causes

Insufficient funds

Client's card doesn't have enough balance

Expired card

The card on file has expired and needs to be updated

Card declined by issuer

The bank declined the transaction — the client should contact their bank

Issue 5: Payment Stuck in "Pending" Status

The invoice shows a payment status of "pending" and it's not updating to completed or failed.

Solution

"Pending" means a Stripe Checkout session was started but not completed. The client may have abandoned the checkout page without finishing payment.

Payment confirmation happens via Stripe webhook. If the webhook is delayed, the status update is delayed too.

If the client confirms they paid, check your Stripe dashboard directly to verify the payment.

If you've confirmed payment through other means, you can manually mark the invoice as paid (see Issue 6 below).

Payment Status Flow

UnpaidPending

CompletedFailed

Failed payments can retry: Failed → Pending → Completed

Issue 6: How to Manually Mark an Invoice as Paid

You received payment outside of Stripe (check, bank transfer, cash) and need to update the invoice.

Solution

Open the invoice detail page and click "Mark as Paid".

This sets the payment method to "manual" and the status to "paid."

All pending invoice reminders are automatically cancelled.

Unmarking Manual Payments

Manually-marked payments can be unmarked later if you made a mistake (requires a reason, minimum 10 characters). This resets the invoice to "sent" / "unpaid" and recreates reminders. Stripe payments cannot be unmarked — contact support if a Stripe payment needs to be reversed.

Issue 7: Accidentally Voided a Paid Invoice

You voided an invoice that was already paid and need to understand the impact.

What Happens

The original status ("paid") is preserved for audit — WorkCentral keeps a record of what the invoice was before voiding.

If the invoice was created from Smart Invoicing, voiding releases linked time entries and billable expenses — they become available for re-invoicing on a future invoice.

All pending reminders for this invoice are automatically cancelled.

Stripe Payments Are Not Refunded

Voiding an invoice in WorkCentral does not refund the Stripe payment. If the client paid via Stripe and you need to issue a refund, handle the refund through your Stripe dashboard directly.

Still Having Issues?

If these solutions don't resolve your payment issue, check your Stripe dashboard for detailed error logs. For WorkCentral-specific issues, visit our support page.

What to Learn Next

Payment Setup

Step-by-step guide to connecting your Stripe account and enabling online payments.

Invoice Generation

Create and send professional invoices with integrated payment links.

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