Payments troubleshooting
Fix common payment problems — missing Pay button, Stripe setup, card fees, refunds, and broken invoice links.
Common payment issues and how to resolve them. For broader help, see the troubleshooting overview.
Settings → Payments shows "Coming soon"
Online payments haven't been enabled on your Hoursmith instance yet. Card payments require both that the feature is enabled on your instance and a Studio or Agency plan. Manual payments still work in the meantime — see Record manual payments.
There's no Pay button on a sent invoice
The Pay button only appears when all of these are true:
- the invoice is Sent,
- Stripe is connected with Charges enabled: Yes, and
- the invoice has a positive balance due.
Open Settings → Payments, click Refresh status, and confirm Charges enabled reads Yes. See Connect Stripe and Stripe not connected.
Stripe shows Pending setup or Restricted
Stripe still needs information. Click Finish setup on Stripe to complete the required details, then Refresh status. See Connect Stripe.
A client can't complete payment
Walk through Client can't pay. Check that the invoice still has a balance due and that Stripe Charges enabled is Yes.
The invoice link won't open
Make sure you're sharing the public link (/i/[token]). See
Invoice link broken and
Public links and views.
The card fee didn't apply
The optional card processing fee applies only to card payments, never to bank transfers or manual payments, and it's added on top of the invoice total at checkout. See Payment methods.
I need to move Stripe to a different company
Use Disconnect & reset in Settings → Payments, then connect the new account. Your payment history is preserved. See Connect Stripe.
A refund didn't go as expected
Card refunds settle on Stripe's timeline. For multiple refunds against one payment, or amounts that don't reconcile, contact support. See Refunds.