Why are payments not posting?
Short answer
A payment that shows as taken but does not post usually points to a delayed processor sync, a failed webhook to your accounting connection, or a payment attached to the wrong invoice or job. Check the payment's own status log first to see exactly where it stalled.
Before you start
- The specific payment that failed to post, with amount and date.
- Access to the payment or transaction log.
- Access to any connected accounting integration status.
- The invoice or job the payment was meant to apply to.
Step by step
- 1
Find the payment in the transaction log
Search by amount and date to confirm the payment was actually captured.
This tells you whether the issue is on the collection side or the posting side.
- 2
Check the payment's current status
Look for pending, failed, or processing status rather than assuming it simply vanished.
A pending payment often resolves on its own within the processor's normal settlement window.
- 3
Confirm which invoice or job it was applied to
Check whether the payment attached to the correct record or landed on the wrong one.
A payment applied to the wrong invoice looks unposted on the one you are checking.
- 4
Check the accounting integration connection
Confirm the sync to your accounting tool is active and has not lost authorization.
A broken accounting connection can leave a payment captured but never reflected downstream.
- 5
Look for a failed webhook or sync event
Check the integration's activity log for an error tied to the specific payment.
A single failed sync event can leave one payment stuck while everything else works fine.
- 6
Manually reconcile if the payment is confirmed captured
If funds were taken but never posted, apply the payment manually to the correct invoice.
This keeps your records accurate while the underlying sync issue gets resolved separately.
- 7
Escalate persistent sync failures with specifics
Note the payment ID, invoice, and error message when reaching out for support.
Specific details resolve a stuck sync far faster than a general report of missing payments.
What good looks like
- Stuck payments get located and correctly applied instead of written off as lost.
- Accounting records match what actually happened with each payment.
- Sync failures get caught early instead of discovered at month end.
- The team knows exactly where to look the next time a payment seems missing.
Common mistakes
The ways this goes wrong in support, and what to do instead.
Assuming the payment never went through›
A customer is asked to pay again when the original payment was actually captured and just stuck in sync.
Do this instead: Check the transaction log first to confirm whether the payment was actually captured.
Not checking which invoice it applied to›
A payment posts successfully but to the wrong job, making the intended invoice look unpaid.
Do this instead: Verify the specific invoice or job a payment attached to before assuming it failed.
Ignoring accounting integration warnings›
Weeks of payments fail to sync because an expired authorization was never addressed.
Do this instead: Check integration connection status regularly and reauthorize as soon as a warning appears.
Frequently asked
6 questions about fix payments not postingRelated guides
Pick the next thing to set up, or back up a step if something here assumed work you have not done yet.
Do this next
The natural follow-on tasks once this one is working.
People usually get here from
Guides that lead into this one, in case you skipped a step.
More in Support
Nearby tasks that share the same setup and vocabulary.
Was this guide helpful?
Tell us what worked and what didn't. It shapes what we rewrite next.
You didn't get into business to be in the tech business.
Managed Tech clients hand this to us. We build it, test it, maintain it, and add to it as the business changes, so nobody on your team has to become the person who knows how the system works.