Payment problems
Fixes for online payments that do not show up, balances that look wrong, and customers who cannot pay from their link.
Audience:AccountsService Advisor
An online payment has not appeared
Problem
The customer says they paid from the invoice link, but the work order still shows a balance.
Likely causes
- The payment provider has not yet told WRMS Pro (usually seconds, occasionally longer).
- The webhook address was not added to your Stripe or PayPal dashboard, or subscribed to the wrong event.
- The payment failed or was cancelled at the provider.
Check this first
- Refresh the work order.
- Look for the payment in your Stripe or PayPal dashboard.
How to fix it
- If the provider shows the payment succeeded, check the webhook set-up in Settings → Payment matches your provider dashboard: the WRMS Pro webhook URL, subscribed to
checkout.session.completed(Stripe) orPAYMENT.CAPTURE.COMPLETED(PayPal), and the correct webhook secret. - Record the payment by hand with Record Payment, method Card or Other, and a note with the provider's reference, so the customer is not chased.
There is no pay button on the invoice link
Likely causes
- No online payment provider is connected, or your plan does not include online payments.
- The invoice is already paid, or has been voided.
How to fix it
Connect a provider in Settings → Payment. See Payments.
The balance is wrong
Likely causes
- A payment was recorded twice.
- The job was edited after payment.
How to fix it
Review the Payments list on the work order and delete duplicates. If the customer overpaid, arrange a refund outside WRMS Pro and adjust the payment.
Still not working?
Send support the invoice number, the amount, the date and the payment provider's reference. Never send card details.
Still need help?
Email support@wrmspro.com or use the contact form. Signed-in users can also send a request from Settings → Support.