Question 1

I can't create an invoice — it says my Stripe setup is incomplete

Accepted Answer

Invoices are sent through your connected Stripe account. Until Stripe has everything it needs to let you charge cards, invoice creation fails with "Stripe account setup is incomplete."
Go to Settings > Invoices.
If you see Complete Payment Setup, click it and finish the remaining steps (identity, bank account, business details).
If your account is already active but shows "Stripe needs additional information.", follow the banner's prompts — Stripe sometimes asks for more details after you start processing payments.
Once Charges shows Enabled, try creating the invoice again. See Creating Invoices.

Question 2

There's no way to create an invoice at all

Accepted Answer

A few different things hide the invoice actions entirely:
Stripe isn't connected yet. Go to Settings > Invoices and click Enable Online Payments to set up your account. Setup takes about 3 minutes.
Your role doesn't include billing. Only Admin and Manager roles can create invoices — see Team Roles.

Question 3

An invoice is stuck on "Generating…" or says "Generation failed"

Accepted Answer

Approving an order creates its invoice in the background, which normally takes a few seconds. If that run fails, the invoice row on the Billing tab changes from Generating… to Generation failed rather than spinning forever.
Open the row's menu and click Discard draft. Nothing was sent to the client, and no invoice number was used up.
Click Create Invoice to make it again.
If it fails a second time, check that your Stripe account still shows Charges: Enabled at Settings > Invoices.

Question 4

I can't find the Technology Fee setting

Accepted Answer

The Technology Fee card on Settings > Invoices only appears when all of these are true:
Your payment account is Active. Set it up first — see Setting Up Payments.
The fee is allowed where you do business, and where your client's property is. It is not offered in Connecticut, Maine, Massachusetts, Puerto Rico, Colorado, or Oklahoma, in Quebec, or outside the United States and Canada — for either address.
You have the Admin role. If the card is there but the switch won't move, you have not offered a fee-free way to pay yet. Tap the switch anyway — a message explains what is missing and offers to set it up for you.

Question 5

The fee switch won't move and bank transfer says "Pending Stripe review"

Accepted Answer

Stripe reviews bank transfer before turning it on, which usually takes a few days. A pending request doesn't count as a fee-free option yet, because no client could actually use it. Either wait for approval — a message appears across the top of the dashboard when it arrives — or switch on Accept cash, check or other methods. Cash or a check on the day is enough, and the fee switch unlocks straight away. Tapping the fee switch offers to do both in one step.

Question 6

Bank transfer says "Stripe needs more info"

Accepted Answer

Stripe won't decide until it has more information about your business. Open Settings > Invoices and finish your payment setup, then the review continues on its own. In the meantime, Accept cash, check or other methods works as your clients' fee-free way to pay.

Question 7

Bank transfer says "Not approved"

Accepted Answer

Stripe will not enable bank transfer for this account, and waiting won't change that. Switch on Accept cash, check or other methods instead — that is a fee-free option too, and it lets you keep using the technology fee.

Question 8

My client was charged more than the invoice

Accepted Answer

If they paid by card and you charge a technology fee, the payment page shows two buttons — Pay by card and Bank transfer — each with its own total. The card total already includes 3.95% on top of the invoice, itemised as a "Technology Fee" line before they choose. The invoice itself is unchanged, so anyone paying by bank transfer, cash or check pays the invoice amount exactly.

Question 9

My client says they paid, but the invoice still shows Unpaid

Accepted Answer

How to fix it depends on how they paid:
They paid outside Stripe (cash, check, Venmo, Zelle, or bank transfer). The dashboard can't see money that never went through Stripe — record it yourself: open the order's Billing tab, click Record Payment, and enter the amount and method. See Recording a Payment.
They paid the Stripe invoice online just now. Stripe notifies the dashboard automatically, but it can take a moment. Wait a minute and refresh the page.
They paid a different invoice. If the order has more than one invoice (for example, a deposit plus a final invoice), check each one on the Billing tab.

Question 10

My client only sees card on the payment page

Accepted Answer

Bank transfer appears only when you have switched it on and Stripe has approved it — check Settings > Invoices. If it says Pending Stripe review, it isn't available to clients yet, and the payment page offers card only. They can still pay you any of the fee-free ways listed at the bottom of the payment page; record it yourself afterwards with Record Payment.

Question 11

A bank transfer went through but the invoice shows Processing

Accepted Answer

Bank transfers take 3 to 5 business days to clear. Until the money arrives, the invoice shows Processing instead of Unpaid, on the order's Billing tab, on the Invoices list, and in the mobile app. It changes to Paid by itself once the transfer settles. If the transfer fails, it goes back to Unpaid. You get an email when the client starts the transfer, and another when it settles. Don't record the payment yourself while it shows Processing. If you do and the transfer still clears, the client has paid twice. The Record Payment panel warns you about this. While an invoice shows Processing, you also can't void it, cancel or delete its order, or make a services change that would update or void that invoice. Each one tells you a bank payment is still settling. Wait for it to settle; to undo the order after that, refund the payment first.

Question 12

The invoice says "Bank payment not confirmed"

Accepted Answer

A bank transfer was started more than 10 business days ago and the dashboard never heard whether it cleared. The invoice shows Unpaid again. Check the payment in your Stripe account before you follow up with the client.

Question 13

The refund option isn't available on an invoice

Accepted Answer

Refunds only exist for money that actually came in. The menu offers Full Refund / Partial Refund only when the invoice status is Paid or Partially Refunded. Anything else is rejected — the system reports "Cannot refund an invoice with status …".
The invoice is Unpaid or Draft — there's nothing to refund. To cancel it, void it instead: see Refunding and Voiding Invoices.
The invoice shows a Legacy badge — it was created in the older ITB app, not through the dashboard's Stripe integration, so the dashboard can't refund it ("This invoice was not processed through Stripe.").
You don't see any refund menu at all — you may lack the Admin/Manager role.

Question 14

The client paid in cash — can I still "refund" them?

Accepted Answer

Yes. When you refund an invoice that was paid by a recorded external payment (cash, check, etc.), the dashboard updates the invoice status and books a refund record — but no money moves. The banner "Paid externally — the refund must be processed manually" reminds you to hand the money back yourself.
Open the order's Billing tab and issue the refund as normal.
Return the money to the client outside the dashboard (cash, check, or however they paid). See Refunding and Voiding Invoices.

Question 15

A client paid, but the money isn't in my bank account yet

Accepted Answer

Stripe collects the payment first, then transfers it to your bank as a payout. Payouts are typically deposited within 2 business days after a payment is made.
Check Billing > Payouts — it lists every transfer Stripe has made (or scheduled) to your bank.
If the Payouts tab is empty and payments are coming in, go to Settings > Invoices and check the Payouts status. If it shows Disabled, Stripe is holding funds until you finish setup — look for the "Stripe needs additional information." banner and complete the requested steps.
To change the bank account payouts go to, use Manage Account on the same settings page. Changes take effect for future payouts. See Tracking Payments and Payouts.

Payment Problems

Creating invoices