Finance troubleshooting

Each entry starts with what you see, then why it happens and what to do.

There's no New invoice buttonCopy Anchor Link

• Cause: Stripe isn't connected yet, or it's still being set up.
• Fix: follow the message on Finance → Invoices: Connect Stripe, Continue with Stripe or Check again. See How do I connect Stripe?.

Send asks me to connect StripeCopy Anchor Link

• Cause: you can draft invoices before Stripe is connected, but clients pay through your Stripe account, so sending waits for it.
• Fix: click Connect Stripe in the step that opens, or in the banner at the top of Invoices. Stripe brings you back to the invoice when you're done. Download PDF works before you connect.

Connect Stripe spins for a few secondsCopy Anchor Link

• Cause: the first time you connect, Stripe creates your account before it opens. That takes a few seconds.
• Fix: wait for Stripe to open. Later visits open faster. If you come back to Plya with the browser's back button, press the button again.

"Stripe is checking your details" won't go awayCopy Anchor Link

• Cause: Stripe is still verifying your identity or business.
• Fix: it usually takes a few minutes. Click Check again. If it's been hours, open your Stripe Dashboard and look for anything Stripe is asking for.

"Your Stripe account needs attention"Copy Anchor Link

• Cause: Stripe has paused payments on your account until you give it more information.
• Fix: click Open Stripe and complete what Stripe lists. Invoicing reopens when Stripe is done.

Send invoice is grayed outCopy Anchor Link

• Cause: the total is zero.
• Fix: add a line with a rate.

"Pick a client first." or "Add a line first."Copy Anchor Link

• Cause: an invoice needs a client and at least one line before it can be sent or marked paid.
• Fix: fill in the client in Bill to & project, and add a line.

"Add the client's email"Copy Anchor Link

• Cause: the client has no email in Network.
• Fix: type their email in To in the Send invoice dialog, or add it to the invoice's Bill to & project card, which saves it to their record.

"This invoice has been sent. Move it to draft to edit it."Copy Anchor Link

• Cause: sent invoices are locked.
• Fix: choose Move to draft from Invoice options, edit, and send again.

My client says the pay link doesn't workCopy Anchor Link

A client paid outside Plya, by check or a transfer to my bankCopy Anchor Link

• Fix: open the invoice and click Mark paid. Plya charges nothing on a payment you mark by hand. See How do I mark an invoice paid?.
• A bank transfer your client makes on the pay page counts as an online payment. On Basic, it carries Plya's fee like a card payment.

Plya kept a fee from an invoice paymentCopy Anchor Link

• Cause: your studio was on Basic when the client paid online. On Basic, Plya keeps 2% of each online invoice payment, on top of Stripe's fee. The plan when the payment is made sets the fee, whatever plan the invoice was sent on.
• Fix: nothing is wrong. The paid invoice shows the breakdown: the amount paid, Stripe's fee, Plya's fee and what you received. View plans opens the plan dialog. Studio has no Plya fee.

I refunded a payment and the fee wasn't returnedCopy Anchor Link

• Cause: Plya keeps its fee when a payment is refunded.
• Fix: nothing to fix. The Plya fee isn't returned on a refund. A payment you marked paid by hand never carried one.

"Marked paid, but a receipt didn't send"Copy Anchor Link

• Cause: the invoice is paid, but the receipt email failed.
• Fix: let your client know directly. The invoice's status is correct.

I can't delete a project or contactCopy Anchor Link

• Cause: it's on a sent invoice, and Plya keeps billing history complete.
• Fix: leave it, or archive the contact instead.

I can't change a time entryCopy Anchor Link

• Cause: it's on a sent, paid or void invoice.
• Fix: move that invoice back to draft first.

"The timer didn't start"Copy Anchor Link

• Cause: a timer is already running.
• Fix: stop the running timer from the sidebar chip, then start the new one.

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