Why a payment didn't reach you

When a customer can't pay through Qcom, check the payment setup and what they still owe. A payment that started but needs review follows a different path.

You haven't set something up

These are yours to fix.

• No active payout destination. Qcom can't start a new online checkout until you set one up in Operations → Payments → Manage. You can still record money received outside Qcom.
• Your payout destination isn't active yet. The account name is still being checked, or it was rejected. Check the payout card for what it says.
• Your plan doesn't include taking payments online. That's Growth and above. Below it, record payments yourself instead.
• This item isn't set to take payment. Someone turned collection off for it.
• Your WhatsApp payment message isn't approved yet. Payment links go out on an approved message; until WhatsApp approves it, send the link another way.

No new payment can be requested yet

Some requests are already paid, still in progress, or need you to start again.

• The invoice is already settled, or asking for this amount would take you past what's still owed. Qcom counts payment requests already outstanding, so you can't accidentally ask twice for the same money.
• The invoice isn't collectable. It's still a draft, or you voided it.
• The request expired before the customer paid. Send a new one.
• The customer is already part-way through paying. A request can't be cancelled while they're at the checkout — let it finish or expire.
• You already recorded this. Qcom spots a payment of the same amount and reference and asks whether you meant to record it twice.

Something genuinely went wrong

Worth acting on.

• The checkout couldn't be opened. The payment service refused to start it. Try again; if it keeps happening, check your payout destination is still active.
• A payment is being double-checked. The amount, currency or timing didn't line up. Open Operations → Payments → Activity → Needs review to see what needs a decision. Don't ask the customer to pay again while it's being checked.
• A withdrawal didn't go through. The money goes back to your available balance. Check the account details on your payout destination.
• Someone else changed the same payment at the same time. Reopen it and try again.

When it's a permission, not a failure

These read like errors but aren't — retrying won't help.

• Whoever recorded a payment can't confirm it themselves, unless nobody else can.
• Large or compliance-regulated payments need two people.
• Refunds need the refund permission, and whoever requested one can't approve it.

Ask a workspace owner or admin.

Related

• About payments
• Manage payment reviews
• Manage payment connections