My customer can't pay or can't place an order
What to check when a customer sees "Online Payment System is currently disabled", can't find a pay button, is told an order would go over their order limit, or paid but the order is still a bid.
Work through these in order. Most cases are a missing permission, a payment gateway that isn't connected, or an order limit.
Applies to: admins and employees helping a customer. Most fixes need the account owner or Manage Financial Settings.
In this article
- "Online Payment System is currently disabled"
- The customer has no way to pay
- "This order would have put you over your order limit"
- The customer can't submit without paying
- The customer paid but the order is still a bid
- The card or bank account was declined
"Online Payment System is currently disabled"
Customers see this when the shop can't take online payments. Check, in order:
- Settings > Admin > Financial > Receiving Payments: the merchant gateway is Stripe, not None, and Stripe shows as connected. See Set up Stripe to take payments online.
- Payments aren't turned off in the same settings. Turning payments off also stops credit memos and finance charges.
The customer has no way to pay
Each customer contact who pays needs the Make Payments permission. Edit the company, find its permissions and make sure Make Payments is on. Customers can only pay their own company's invoices.
If they want to pay by bank account and don't see that option, check that eCheck is on in Financial settings and that their company is allowed to pay by check. See Accept bank (ACH) payments.
"This order would have put you over your order limit"
The customer's open balance plus the new order is more than their order limit, so the order is held as a bid. Raise the limit on the company, take a payment, or place the order for them. See Order limits, credit limits and what your customer owes.
The customer can't submit without paying
That's their payment term working. A Pay Before Processing customer pays the full total to place the order, and a Deposit Required customer pays the deposit. If they shouldn't be on that term, change it. See Create and assign payment terms.
The customer paid but the order is still a bid
- On a Pay Before Processing term, the order stays a bid until it's paid in full. Check the balance on the order.
- If the order includes prepaid supplier items and the supplier payment failed, the order goes back to bid. Check the supplier payment in your Stripe dashboard.
The card or bank account was declined
Declines come from Stripe, not Allmoxy. Ask the customer to try another card, or check the payment in your Stripe dashboard for the reason.