Help Center / Troubleshooting /
Payment and invoice troubleshooting
Payment issues usually trace back to the payment processor, card details, or an invoice configuration that needs adjusting. Plutio supports Stripe, PayPal, Square, and bank transfer, so the troubleshooting steps depend on which processor is in use.
1. Card declined
A declined card is the most common payment failure. Verify that the card number, expiry date, and CVV are entered correctly, and that the card hasn't expired. If the details are correct, the issuing bank may be blocking the transaction, so contacting the bank directly clears most holds. Trying a different card is the quickest alternative while the original card issue is being resolved.
2. PayPal payment failed
PayPal failures happen when the linked PayPal account has insufficient funds, an unverified status, or a pending verification step. Checking the PayPal account directly for any alerts or restrictions usually reveals the cause. Once the PayPal account is in good standing, retrying the payment from the invoice should process successfully.
3. Stripe not connected
If Stripe payments aren't appearing as an option on invoices, the Stripe integration may need re-authorisation. Settings → Integrations → Stripe shows the connection status. Disconnecting and reconnecting the Stripe account refreshes the OAuth token and restores the payment link on invoices.
4. Client can't pay an invoice
When a client reports that an invoice won't accept payment, two things are worth checking: that at least one payment method is enabled on the invoice (Stripe, PayPal, Square, or bank transfer), and that the public link is active. The public link is what clients use to view and pay, and it needs to be generated and shared from the invoice.
5. Wrong amount on an invoice
Invoices in draft status can be edited directly, including line items, taxes, and discounts. If the invoice has already been sent, creating a credit note adjusts the balance without voiding the original record. The credit note references the original invoice and records the correction cleanly.
6. Payment not reflected
Payments processed through Stripe, PayPal, or Square can take a few minutes to sync back to Plutio. The payment processor's own admin panel shows whether the payment was captured. If the payment shows as successful on the processor side but not in your workspace, allowing a few minutes for synchronisation usually resolves the delay.
