Use this guide when Stripe will not connect, a Pay Now link does not work, or a payment has not been recorded as you expected. Find the message you or your client sees, read what it means, and follow the fix.

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Before troubleshooting

Check the following before trying the steps for a specific message:
  • Open Settings > Integrations > Online Payments and confirm that Stripe shows Active.
  • Open the invoice or advance payment and confirm that Online Payments Gateway is set to Stripe.
  • Look at the invoice’s Online Payment Attempts panel to see what happened to each try. See Online payment attempts.
  • Make a note of the complete message shown to you or your client.

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Connection problems

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Stripe shows Needs attention

The Stripe card shows Needs attention and the message:
Online payments through Stripe have stopped working Stripe no longer accepts the linked account, so clients cannot pay online. Sign in to Stripe again to reconnect.
This happens when AdviserAide has been removed from your Stripe account, for example from the Stripe Dashboard, or when Stripe refused AdviserAide’s access as a client started a payment. Until you reconnect, clients cannot pay online. Administrators get an in-app notification titled Stripe needs attention, and a reminder a week later if it is still not fixed.

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Reconnect Stripe

1

Open Online Payments

Open Settings > Integrations > Online Payments.
2

Reconnect your Stripe account

Select Reconnect Stripe account. Sign in to Stripe and select Connect to give AdviserAide access again.
3

Check the connection

After you return to AdviserAide, confirm that the Stripe card shows Active.
4

Resend Pay Now links

Reconnecting creates a new connection, so Pay Now links sent before it stop working, even when you sign in to the same Stripe account. Resend the email for each invoice or advance payment that is still owing, with Include Pay Now link ticked.

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Stripe cannot be disconnected

AdviserAide does not let you disconnect Stripe while a client’s payment could still be lost. You may see one of these messages when you select Disconnect Stripe Account: To find the payment involved, open the Online Payment Attempts panel on the client’s invoice or advance payment.

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Errors when connecting Stripe

If the status stays at Linking Account or Pending Activation, see If the status is not Active yet.

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My Stripe account looks empty or payments are missing

Stripe may have connected a separate Stripe account instead of your existing one. The two accounts usually have the same business name.
1

Switch accounts in Stripe

In the Stripe dashboard, select your business name at the top left. Open each account with your business name and check Payments.
2

Find the connected account

Your AdviserAide online payments are in the account that is connected. To tell the accounts apart, check the account ID under Settings > Business > Account details.
3

Finish setting it up

If the connected account is new, add your bank details to it so Stripe can pay you out.

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Sending invoices

When an invoice cannot be paid online, the email screen shows a message instead of the Include Pay Now link checkbox:
Pay Now link unavailable - Stripe payment gateway is not active. Configure
This message appears in either of these cases:
  • Stripe is not Active. Select Configure to open your Stripe settings and check the status.
  • Stripe is active, but no gateway is selected on this invoice or advance payment. Edit it, set Online Payments Gateway to Stripe, save, then email it again.
If Stripe cannot take the payment when you send, the email is not sent and you see a message ending in:
If you don’t want to include a payment link in this email, uncheck the ‘Include Pay Now link’ option and try again.
The start of the message says what is wrong:
  • Online payments through Stripe have stopped working. Reconnect it under Settings, Online payments. - See Stripe shows Needs attention.
  • Stripe is not connected. Connect it under Settings, Integrations. - Connect Stripe, or untick Include Pay Now link to send without it.
  • Stripe does not take payments in a currency - Stripe cannot take the invoice’s currency. Change the currency, or untick Include Pay Now link.

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Problems your client sees

These messages appear on the ClientHub payment page when the client opens a Pay Now link or selects Pay Now.
This link is not valid. Please ask the business for a new link.
This link has expired. Please ask the business for a new link.
The link is incomplete or no longer exists, or it is too old to use. Resend the invoice or advance payment email with Include Pay Now link ticked so the client gets a new link.
This payment link is no longer valid because Harbour Migration’s online payment setup has changed. Please ask Harbour Migration for a new Pay Now link.
Stripe was disconnected and connected again after this link was sent. Each link only works with the connection it was created for. Resend the email with Include Pay Now link ticked.

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Online payment is not available at the moment

Online payment is not available at the moment. Please contact Harbour Migration.
Stripe cannot take payments right now, usually because it was disconnected or shows Needs attention. Check the status under Settings > Integrations > Online Payments and reconnect if needed. If you reconnect, resend the Pay Now link.

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This document is not set up for online payment

This document is not set up for online payment.
No gateway is selected on the invoice or advance payment, for example because it was removed after the email was sent. Edit the invoice, set Online Payments Gateway to Stripe and save. The client can then use the same link again.

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The invoice cannot be paid online

Invoice INV00001 has been voided and cannot be paid online. Please contact Harbour Migration.
The invoice is no longer open for payment. The message may also say the invoice is in draft, is awaiting approval, has been written off or has already been paid. If money is still owing, approve the invoice or create a replacement, then send a new Pay Now link.

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This amount is too small to pay online

This amount is too small to pay online. Please contact Harbour Migration to arrange payment.
The amount owing is below the smallest payment Stripe will take. Arrange another way for the client to pay, then record the payment yourself.

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We could not start your payment

We could not start your payment. Please try again in a moment.
Stripe could not open the payment page. Ask the client to try again in a few minutes. If it keeps happening, check that Stripe still shows Active, then contact AdviserAide Support.

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Payment problems

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A payment is taking a while or shows Unverified

After paying, the client’s page checks the payment for a short time. If Stripe has not confirmed it yet, the client sees:
This is taking longer than usual. You can close this page and open the same link later; it will show the payment once it is confirmed.
AdviserAide keeps checking in the background and records the payment as soon as Stripe confirms it. No action is needed. If Stripe still cannot confirm the payment, it becomes Unverified and the client sees:
We could not confirm this payment yet. Please contact Harbour Migration. Please do not pay again until they have confirmed it.
Administrators get an in-app notification titled A payment for INV00001 needs a quick look.
1

Check your Stripe Dashboard

Look for the payment in Stripe using the reference shown in the payment’s history. AdviserAide keeps checking for up to two weeks and records the payment automatically if it arrives. Don’t add it by hand.
2

If the money never arrived

Mark the payment as not received. Then ask the client to pay again with the same Pay Now link.

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The payment arrived but was not recorded

Sometimes Stripe takes the money but AdviserAide holds it for you to check, for example because you recorded a payment by hand while the client was paying online. The client sees one of these:
Your payment of NZD 1150.00 was received. Harbour Migration will check it and be in touch if anything else is needed.
This invoice had already been marked as paid when your online payment was received. Please contact Harbour Migration to confirm your payment has been processed correctly.
The administrator notification gives the amounts and what to do. See Unverified payments.

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The client paid but the invoice has not updated

Payments are usually recorded within moments. If the client says they have paid and the invoice still shows money owing:
1

Open the payment

Open the invoice or advance payment and select the latest payment in the Online Payment Attempts panel.
2

Select Check now

Select Check now. AdviserAide asks Stripe straight away and records the payment if it went through. A message such as Checked with Stripe: Paid. confirms the result.
3

If the status is not Paid

Read the status and follow What each status means. If the payment is in your Stripe Dashboard but not on the invoice, contact AdviserAide Support.

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An online payment cannot be closed

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Still stuck?

  • Open the Online Payment Attempts panel and select the payment to see its full history.
  • Check Settings > Integrations > Online Payments for the Stripe status.
  • Contact AdviserAide Support with the invoice number, the time of the payment and a screenshot of the message.