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My client is having trouble submitting a payment, what should I do?

Last Updated: Apr 03, 2018 08:01AM PDT
If a client reaches out to you because they are having difficulty submitting a payment in HoneyBook, below are some of the items that may be preventing them from submitting a payment.

1. Client hasn't signed proposal
2. Client has not accepted changes on their Proposal or Invoice
3. Pending bank transfer for a previous payment
4. Client's credit card declined
5. The Proposal or Invoice has been expired
6. The client has an expired link

We have provided a little more detail on all of these below!

Signed Proposal:
When a client receives a proposal from 
you they must first sign their contract in the proposal before they will be able to submit a payment.

Also, don't forget the custom field items! If you include fields for your client to fill in they will want to be sure to fill all of these out before signing.

Accept Changes:

Sometimes you might need to make edits to a contract and/or proposal after having sent this to your client. Not a problem!

After making changes to the file don't forget to resend this to the client. They will receive a notification that changes have been made and will be able to accept the changes. Once they accept the changes they can submit their payment.

Pending Bank Transfer:
When a client submits a payment by bank transfer they will need to wait for this pending bank transfer to fully transfer before they will be able to submit their next payment.

Declined Payment:
If your client submits a payment, but receives a declined payment message, they will need to reach out to their credit card issuing company directly to inquire why the payment is being declined. Some card companies will add additional security to a payment submitted online if the payment is over a certain amount.

Once the client contacts their credit card company to verify the payment they will be able to go back to their proposal or invoice in HoneyBook and submit their payment.

Expired File:
When a proposal or invoice has been expired this will prevent the client from submitting any further payments. If the client does still need to submit a payment you can un- expire the file. On the file there will be an icon with three dots that you can click and uncheck the expired box.


Client Has an Expired Link:
If your client receives a message that their link to the file has expired, all they need to do is click the link in the email again, and when they get the "expired" message, click the button to request a new link.

Just because we know you're the curious type, here's some additional information on how long links remain active.
  • 20 days from being sent and not clicked, then expire 
  • 20 days from being clicked for the first time, then expire
  • Up to 20 clicks, then expire

If your client continues to experience any issues submitting a payment please reach out to us at concierge@honeybook.com and we'd be happy to further assist.

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