This guide covers common Payments+ and Payabli issues your team or your customers may run into, and what you can do before contacting BuildOps Support.
Table of Contents
Table of Contents
1. I can’t log in to the Payabli merchant portal
Applies to: Your company’s Payabli or Payments+ merchant portal, not the Pay Now page your customers use.
What’s happening
You’re trying to sign in to the Payabli portal, but your email and password aren’t working, or you’re not sure you’re using the correct login page.
Possible reasons
You’re using the wrong Payabli login page.
You’re entering a different email address than the one used during your Payments+ onboarding.
Your password needs to be reset.
What to do
Go to the correct login page: Payabli Login
Sign in with the business email address used during your Payments+ or Payabli application.
If you’re not sure which email is on file, check with your company admin or accounting lead.
If needed, click Reset Password on the login page and follow the reset steps.
If you don’t receive the reset email within a few minutes, check your spam or junk folder.
Contact support if: You still can’t log in after trying the steps above.
Please include:
Your company name
The email address you’re trying to use
A screenshot of the error message
For Payabli account-specific questions, you can also email [email protected].
2. “Sign in to use saved payment methods” does not work on the Pay Now page
Applies to: A customer viewing the Pay Now page for an invoice.
What’s happening
Your customer clicks Sign in to use saved payment methods but cannot sign in, or the option does not help them complete payment.
What to know
At this time, customers do not need to sign in to pay an invoice through the Payments+ Pay Now page.
What to do
Ask your customer to:
Ignore the Sign in to use saved payment methods link
Enter their card or ACH details directly on the Pay Now page
Complete the payment as a one-time payment
If they ask whether saved payment method sign-in will be available in the future, you can share that it is being considered, but there is no confirmed release date at this time.
3. A large invoice payment is declined
Applies to: Smaller payments go through, but larger payments fail.
What’s happening
A customer tries to pay a large invoice online, but the payment is declined even though smaller payments work.
Possible reasons
The payment is above the maximum single-transaction limit approved for your merchant account during onboarding.
The customer’s card or bank may also have its own transaction or daily limits.
What to do
Gather the following details:
Invoice number
Payment amount
Date and time of the attempt
Screenshot of the error message, if available
If appropriate, ask the customer to try a smaller payment amount to help confirm whether the issue is related to the transaction limit.
Contact support if
You need your transaction limit reviewed. Please include:
Invoice number and amount
Date and time of the failed attempt
Contact:
BuildOps Support
We’ll work with Payabli to confirm your current limit and request a temporary or permanent increase if needed.
4. A customer says they paid, but the invoice still shows as unpaid
Applies to: Online Payments+ or Payabli payments that were successful, but the invoice in BuildOps has not updated.
What’s happening
Payment was made successfully, but the invoice in BuildOps still appears unpaid.
Possible reasons
The payment was processed successfully, but the update to BuildOps was delayed.
The payment was received without a clear link back to the correct invoice.
What to do
Gather these details:
Payment amount
Date and time of the payment
Transaction ID from the receipt, if available
Last 4 digits of the card, or relevant ACH details
Then:
Open the invoice in BuildOps.
Check the Payments tab to confirm whether the payment appears there.
Contact support if
The payment still does not appear on the invoice. Please include:
Invoice number
Payment amount and date/time
Payabli transaction ID or receipt screenshot
Our team will review the transaction and make sure the payment is applied correctly without duplicating the charge.
5. How do I reconcile a Payabli deposit to invoices?
Applies to: You see a lump-sum deposit in your bank account and want to know which invoice payments make up that total.
What’s happening
You received a deposit from Payabli, but it is not clear which customer payments are included.
Possible reasons
The deposit may include multiple card and/or ACH payments.
The batch may include payments from different customers, invoices, and dates.
What to do
Step 1: Gather deposit details
Collect:
Deposit date
Deposit amount
Any reference ID or descriptor from your bank statement
Step 2: Review Payabli reporting
Log in to your Payabli reporting portal and look for the Batches or Funding section.
Search by date or amount to find the matching deposit. Then open the batch to review the underlying transactions.
Step 3: Match each transaction in BuildOps
For each transaction in the batch:
Confirm there is a matching payment in BuildOps
Confirm the payment is applied to the correct invoice
6. Invoice reminders are still being sent after I turned them off
Applies to: Automatic reminder emails for unpaid invoices.
What’s happening
You updated or turned off your reminder settings, but some customers are still receiving reminder emails.
Why this happens
Changes to your reminder settings apply to newly scheduled reminders. Older invoices may already have reminders scheduled, and those reminders can continue unless they are canceled on the invoice or the invoice is closed.
What to do
In BuildOps, go to Settings → Payments+ and review your reminder settings.
Open the Invoices page.
Look for invoices with active reminders.
For those invoices, either:
Cancel the reminder, or
Mark the invoice as Paid or Voided, if appropriate
Contact support if
You canceled reminders and emails are still being sent
Reminder behavior seems inconsistent or unclear
7. The Pay Now link or payment page is not working
Applies to: A customer clicks Pay Now from an invoice email and the payment page does not load correctly.
What’s happening
The customer sees an error, blank page, or blocked page, or cannot complete the payment.
Possible reasons
They are using an old or incomplete link
Their browser or device is blocking the page
There may be a payment configuration issue
For large payments only, the issue may be related to a transaction limit
What to do
Ask your customer to:
Open the most recent invoice email
Click the Pay Now button directly from that email
Try again in another browser, such as Chrome or Edge
Try an incognito or private browsing window
Also ask them to send:
A screenshot of the full page
The full web address shown in the browser
The error message
The date and time of the attempt
Contact support if
The payment page still does not work. Please include:
Invoice number and amount
Customer name and email
Screenshot of the error, including the URL
Date and time of the latest attempt
We’ll review the payment page behavior and advise on next steps.
8. How do I add or manage users in the Payabli portal?
Applies to: Team members who need access to the Payabli merchant portal for reporting, refunds, or settings.
What admins can usually do
Once your company is set up with Payments+, an admin can typically:
Log in to the Payabli portal
Go to Settings → Users or Manage Users
Click Add User
Enter the user’s:
Name
Business email address
Role or permissions
Save the new user
Have the user complete password setup through the email they receive
Best practices
Use business email addresses tied to your company domain
Assign only the level of access each person needs
Remove or disable access promptly when roles change
Contact support if
You do not see a user management option
You need help with access restrictions for compliance reasons
You can contact BuildOps Support or email [email protected].
9. How do I check the status of my Payments+ or Payabli application?
Applies to: Companies that submitted a Payments+ application and are not sure whether the account is approved or live.
What to check
Email updates - Look for messages from BuildOps or Payabli such as:
Application received
Under review
Approval or onboarding details
Portal setup or login instructions
Be sure to check your spam or junk folder as well.
Time since submission
If several business days have passed without an update, your application may still be under review or additional documents may be needed.
Contact support if
You are unsure of your application status.
Company name
Approximate application submission date
Any confirmation email you received
10. Why can't I change my fee structure in BuildOps Payments+?
If you're seeing a "Pass to customer / Absorb" option in your Credit Card Payments settings but are unable to click it, this is expected behavior for Canadian merchants.
Here's why
BuildOps Payments+ accounts set up under Canadian merchant agreements are required to absorb credit card processing fees. Because of this, the "Pass to customer" option is visible in your settings but cannot be selected. Your account is automatically set to "Absorb."
This also means that ACH payments are not currently available for Canadian accounts.
What this means for you
You can continue to accept credit card payments through Payments+ as usual. The only limitation is that processing fees cannot be added as a separate charge to your customers at the time of payment.
11. Pay Now Button is Greyed Out
If the Pay Now button is greyed out, first make sure the card being used has not expired.
You may also want to check the following:
The invoice may already be paid, voided, or no longer have an open balance.
The card type may not be supported, or the card may be restricted from online transactions.
A browser issue may be preventing the button from loading correctly. Try refreshing the page or opening it in a different browser.
If everything looks correct and the button is still greyed out, please contact support so we can take a closer look.
