Payments and Billing Issues
Fix failed customer payments, missing invoices, and workspace billing problems.
Payment issues can happen in customer-facing finance flows or in workspace billing. Start by identifying which payment failed.
Keep customer payments and Agiled subscription billing separate during troubleshooting. They use different records, providers, permissions, and support paths.
Customer Payment Failed
Confirm the payment gateway is connected, the public link is current, the record still allows payment, and the provider dashboard does not show a card decline or account issue.
Check the customer-facing link in a private browser window. If the page opens but payment fails, inspect the connected provider account for card declines, verification requirements, disabled payment methods, currency restrictions, or webhook issues.
Do not mark an invoice as paid until the payment is confirmed in Agiled or in the payment provider. If the customer paid outside Agiled, record an offline payment with the correct method and reference.
If the public page does not open, troubleshoot the link, custom domain, record status, and permissions before troubleshooting the payment provider.
Collect evidence before retrying the payment. Ask for the public link, invoice or order number, amount, currency, timestamp, and the provider error text. Avoid asking the customer for card numbers or security codes.
Payment Recorded Incorrectly
Review the payment record from Finance. Correct amount, date, or method issues before sending receipts or relying on reports.
If the payment came from a gateway, compare the Agiled payment record with the provider transaction. If the issue is only a manual entry mistake, edit the payment before reports are exported. If the gateway captured the wrong amount, resolve it in the provider first and then record the correction in Agiled.
Keep the provider transaction ID on the Agiled payment record or internal notes when a correction, refund, or support investigation is needed.
If a payment correction affects a customer balance, open the invoice or order after the correction and verify the customer-facing status before sending another reminder or receipt.
Workspace Billing Issue
Open billing settings and the billing portal. Check plan status, payment method, usage, and invoices.
Workspace billing affects access to Agiled features. Customer invoice payments affect your customers' finance records. Keep these investigations separate so you do not troubleshoot a Stripe subscription issue as if it were an invoice payment issue, or the reverse.
If a feature disappeared after a workspace billing problem, check plan status and payment method first. If a customer invoice did not update, check the finance payment provider and invoice record instead.
Escalation Checklist
Collect:
- The invoice, estimate, checkout, or workspace billing page involved.
- The customer email or workspace owner email.
- The payment provider and transaction ID when available.
- The amount, currency, and date.
- A screenshot or exact message from the failed payment page.
- Whether the issue affects one record, one customer, or all payments.
Do not include full card numbers, passwords, API keys, or one-time codes in support notes. Use provider transaction IDs and screenshots with sensitive details hidden.
After The Issue Is Fixed
Confirm the final state in Agiled and the provider dashboard. Then update the customer or workspace owner with what changed, whether payment was collected, and whether any further action is needed.
If the issue caused duplicate payments, refunds, failed invoices, or locked workspace access, record the cleanup steps in the related invoice, order, payment, or billing notes.