To help your client have a seamless checkout experience, here are some best practices to help their payments successfully process:
Your client should confirm they have a strong internet connection before beginning the transaction
If your client is constantly running into error messages, suggest they use Google Chrome for the transaction if they haven’t already
Have your client try an incognito browser to make the payment
📚 Tip
For your client’s security, you won’t be able to make a manual payment for them. If you receive payment from a client outside of HoneyBook, you can always mark that payment as paid so your bookkeeping aligns.
Common Checkout Issues
To ensure a seamless checkout experience, suggest these best practices to your client:
Check Connection: Confirm they have a strong internet connection.
Switch Browsers: Use Google Chrome or try an Incognito/Private window.
Self-Service Only: For security, you cannot enter payment details for your client. If you are paid outside the system, you must mark the payment as paid manually.
Declined Payments & Error Messages
If a client receives an error message, it is typically due to one of the following reasons:
Card Declined/Insufficient Funds: The card may have a daily limit, transaction limit, or lack of funds. The client should contact their bank or try a different card.
Action Can’t Be Completed: A general error. If retrying fails, have the client email [email protected] with their name, the last four digits of the card, and the authorized amount.
Invalid Details: Check for expired cards, incorrect card numbers, or formatting errors in the ZIP (5 or 9 digits) or Postal Code (6 characters).
Unsupported Bank: If a bank transfer fails, the bank may not be supported by Plaid. The client should use a different account or a credit card.
File & Schedule Status Issues
Sometimes the payment block is caused by the status of the file rather than the payment method:
Pending Changes: If you edited the file, the client must approve the changes (and potentially re-sign) before the payment button becomes active.
Expired Files: Clients cannot pay on expired files. You must un-expire the file or restore the archived project to resume payments.
Pending Transfers: If a previous bank transfer is "Processing," the client must wait for it to clear before making the next payment.
Milestone Payments: If a payment is "Upcoming/TBD," it is a milestone payment. You must click Request Payment within the file to enable the payment option for your client.
Handling Different Payment Amounts
If a client pays you an amount that doesn't match your invoice (e.g., a partial payment made outside of HoneyBook), you can adjust the schedule to match.
How to adjust a payment amount:
Open the relevant file and select Edit File.
Navigate to the Invoice page and locate the Payment Schedule.
Click the payment amount and enter the exact total received (use the Custom option if needed).
Optional: Select Add a payment if you need to account for a remaining balance.
Select Update & Share.
Once updated, you can mark that specific payment as paid.
📚 Tip
If a payment is already marked as paid but needs an adjustment, you must change its status back to unpaid first.