Help ยท Payments
When a payment doesn't post to your software
The payment is always taken and saved first. Recording it on the invoice is a separate step, and when that step can't finish, SwitchKeep tells you instead of losing it.
Step 01
Why it happens
Recording runs in Chrome. It needs Chrome open, SwitchKeep Pay signed in, and your software signed in on a tab.
- If your software signed you out, or SwitchKeep Pay isn't allowed on it yet, the payment waits until you sign in, or open the side panel and choose Allow.
- A recording window that was hidden or covered can pause your software. Keep it visible until it finishes.
Step 02
Find what's waiting
The SwitchKeep Pay icon shows a count, and the side panel lists payments waiting to be recorded.
- Click Record now, or choose Record automatically from now on.
- On the merchant portal, Needs a look lists every item, and you can get a daily email when payments are waiting.
Step 03
Read the status
Each item says what to do.
- Waiting: it records by itself when SwitchKeep Pay is open.
- Didn't post: check the invoice in your software, and record the payment by hand if it isn't there.
- Check it posted: it was saved, but the totals couldn't be confirmed. Look at the invoice.
- Needs a manual step: make the change described, then click I've fixed it.
Step 04
Never charge twice
A payment that hasn't posted has still been taken. Don't take it again: check Payments first.
Bank payments are recorded on the invoice once they settle, usually in 3 to 5 business days. Until then they show as pending.
Still stuck?
Email [email protected] with your business name and what you were trying to do. Please don't send card numbers.
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