Fix payment problems
Resolve payment setup, invoices, checkout, and bank payout issues.
Payment setup
| Problem | What to do |
|---|---|
| Payment settings or reports are unavailable | Ask an Admin or Billing manager. Active members can still manage routine job invoices. |
| Setup was interrupted | Return to Settings → Noma payments and select Continue setup or Review payment setup. |
| Stripe is reviewing your details | Check the payment account's status. You can continue to Subscription while the review runs. |
| A subscription is active but clients cannot pay | Finish the separate Payments step and check the accepted methods. |
| Online payment is unavailable | Check payment setup, account status, and accepted methods. |
| ACH is not enabled | Use Set up bank payments or Continue setup. After approval, turn on Accept bank (ACH) payments. |
| Tax documents are missing | Open Manage payments → View tax documents. If shown, select the account that received those payments. Only available documents appear. |
| An account link opens the wrong company | Switch to the company that owns the account. Account-specific links do not switch to another payment account. |
Invoices and checkout
| Problem | What to do |
|---|---|
| An invoice cannot be created | Enter missing prices, include pending booked items, choose Customer on the web or Bill to on mobile, and check the total is above $0. |
| Invoice save is not confirmed | Use Retry save on the web or Retry create invoice on mobile before starting another. |
| An unpaid invoice needs a different amount or Bill to | Replace the invoice. |
| Only the email recipient or subject is wrong | Send the invoice with the right delivery details. Keep the saved invoice. |
| Replacement save is not confirmed | Use Retry save to check the same replacement. |
| Replace invoice is unavailable | The invoice must be open, with no payment still applied or processing. Archived jobs cannot replace invoices. |
| An invoice email failed | Select View email, then review Try again or Resend email in Job emails. |
| A bank payment is processing | Wait for confirmation. Another checkout, outside payment, replacement, or void is unavailable meanwhile. |
| A bank payment failed or reversed | The invoice needs payment again. Review the client payment page and report access. |
| A partial payment still shows Open | Check Balance due. The invoice becomes Paid when the full balance is covered. |
| An outside payment save is uncertain | Use Retry payment on the web. On mobile, use Check payment, then Check and retry, before recording another. |
| A payment badge shows Issue | Open the invoice to check failed, reversed, or disputed payments. Use Disputes for a disputed online payment. |
| A checkout return is uncertain | The client selects Check status on the invoice. |
| Online methods could not load | The client selects Try again. |
Totals differ
| Amount | What it includes |
|---|---|
| Revenue | Received invoice charges, before company fees and without customer fees. |
| Net received | Online payment proceeds after company fees. |
| Payout balance | Money available or pending for your bank, after any estimated bank transfer fee. |
Outside payments increase revenue but do not enter your Noma payout balance. See payment fees and bank payouts.
Bank payouts
Check the payout status, saved destination, and arrival estimate. Payout schedule shows when funds are sent; bank arrival may be later.
Change the bank through Settings → Noma payments → Manage payments → Change bank details. An existing payout keeps its saved destination.
For a failed or paused payout, contact team@noma.so with its Payout ID and message shown. Check bank details before changing the account.
Corrections and refunds
To correct a recorded outside payment, open its payment menu → Void payment, confirm, then record the correct payment. The original stays in history and no longer reduces the balance.
Voiding an invoice does not refund money. A payment still applied to the invoice blocks voiding and replacement.
An old invoice link stays voided after replacement. Share the replacement invoice's new link.
For online payment corrections or refunds, contact team@noma.so with the invoice number and issue. Clients contact your company about its refund policy. Do not send full bank details, card numbers, or private payment links.
For bills from Noma, use Noma billing Help.