My client says they've paid

Money conversations are awkward, and nobody wants to tell a client their payment is missing. Usually nothing is missing at all: the payment is waiting for you. Start by asking your client one question: did they pay by card on the invoice, or by bank transfer, cash or another manual method?

Quick checklist

1. A manual payment is waiting for your review. This is the answer most of the time. When a client pays by transfer and taps I've made this payment, nothing is recorded until you confirm it. Look on Home under Needs attention for N payments awaiting review, or open the invoice and find the Payment review panel.
2. They paid by transfer but didn't tell CoreHue. If nothing is waiting for review, check the money has arrived in your account, then record the payment yourself.
3. A card payment is still processing. Card payments normally record themselves within seconds. Some take longer to clear, and your client will have seen "Your payment is still being processed" with "Please don't pay again." Give it time and check your Payments list.
4. The card payment didn't finish. A declined card, or closing the tab before Stripe confirmed, means nothing was taken. Ask what they saw at the end: Payment received means it went through.
5. You're looking at an old page. Reload the invoice, or filter the Payments list by Payment channel to Card (Stripe).

Confirming a manual payment

1. Check the money has actually landed in your bank account.
2. Open the claim from Needs attention or from the Payment review panel on the invoice, booking or proposal.
3. Look at the amount claimed, the method, any note and the proof your client attached.
4. Choose Record payment to confirm it. The amount is filled in from what your client reported, and the button shows it, for example Record USD 500.00. Change the amount if they paid something different.

Confirming updates the invoice and automatically emails your client a receipt, so they know you've got it. See Reviewing payment proof.

If the money isn't there, choose Reject. Your client gets an email titled "Payment not confirmed for" the invoice, asking them to check their payment details, with a Resubmit proof button.

Why your client "can't pay"

While a claim is waiting on you, your client's invoice reads Awaiting confirmation and the pay buttons are hidden, so they can't pay twice by mistake. If a client says the invoice won't let them pay, check for a claim waiting for review first.

If the invoice is tied to a booking or proposal, it can also show a notice that explains why payment is on hold:

Notice on the invoice	What it means
Payments paused	The booking expired or was cancelled, or the proposal was declined, expired or cancelled. Resume payments lets your client pay this invoice again.
Proposal not accepted	Your client has to accept the proposal before paying.
Contract not signed, Questionnaire not completed or Contract and questionnaire incomplete	Your client can pay once they finish those steps.
Payment deadline passed	The booking's payment deadline is over, and the booking will expire.
No payment method selected	Choose Edit invoice and pick at least one way to pay.

See Invoices for bookings and proposals for more on each one.

If money left their account but CoreHue shows nothing

This is rare, so take it slowly. Ask for the payment reference and look in your bank account or your Stripe dashboard. A card authorization that never completed can look like a payment in a banking app without being one.

Don't record a payment you can't see. If it turns out they paid twice or paid someone else, an invoice marked paid on trust is hard to untangle.

Avoiding it next time

• Ask for the invoice number as the payment reference in your manual payment instructions. Unlabeled transfers cause most "I can't find your payment" moments.
• Keep proof of payment switched on for manual methods, so you have a screenshot or PDF to check against.
• Confirm claims promptly. Each one is a client who thinks they've paid and is waiting to hear back. See Bank transfer, cash and other manual payments.

Frequently asked questions

Does my client get a receipt when I confirm their transfer?

Yes. Confirming a payment your client reported emails them a receipt automatically, as long as they have an email address. Payments you record yourself and card payments don't send one automatically. See Payment receipts.

How long do card payments take to show?

Usually a few seconds. When your client comes back from Stripe they see Confirming your payment, which turns into Payment received once the invoice updates.

Can my client cancel a payment report they made by mistake?

Not themselves. Review it and choose Reject if the money didn't arrive. They'll be emailed and can submit a new one.

My client paid after their booking expired. What now?

The payment is recorded, but the booking stays expired. See A client's booking expired for your options.