Most common reasons a client can't pay online
Stripe is not connected or not fully set up in your Billdu account
Online payments are not enabled on the invoice
The invoice was sent as a PDF - the Pay Now button only appears on the online link version, not on PDF files
Your Stripe account has unresolved verification issues or restrictions
The client is trying to use a payment method that is not available in their country
Check your Stripe connection first
Go to Settings - Payment options - Stripe
Make sure Stripe is connected and the toggle is turned on
If you see any warnings or incomplete steps, follow the on-screen instructions to complete your Stripe account setup
Log in to your Stripe Dashboard directly to check for any verification issues, restrictions, or pending actions on your account
Note: Stripe - not Billdu - handles all payment processing, approvals, and declines
Check how the invoice was sent
The Pay Now button only appears on the online link version of the invoice - not on downloaded or printed PDF files
If you sent the invoice as a PDF attachment, your client will not see a payment button
Resend the invoice using the Send button in Billdu - this sends an online link your client can use to pay directly
Alternatively, copy the online link from the invoice and share it with your client via WhatsApp, SMS, or any other messaging app
Check the invoice settings
Open the invoice and make sure online payments are enabled on it
On the website, go to More options when editing the invoice and confirm that the payment option is set correctly
If you have multiple payment methods enabled (bank transfer, Stripe), make sure Stripe is included
Payment methods available to your client
The payment methods your client sees depend on their location and your Stripe setup. Available methods include:
Credit and debit cards
Apple Pay and Google Pay - appear automatically on compatible devices
Bank transfers (ACH, SEPA, Bacs, BECS) - available depending on country
iDEAL - Netherlands only
TWINT - Switzerland only
If your client cannot use a specific method, ask them to try a different one from the options shown on the payment page.
If your client sees a "Processing Payment" status
This is normal for delayed payment methods such as ACH, SEPA, Bacs, and BECS
The invoice status will update automatically once the funds are confirmed by Stripe
No action is needed - ask your client to wait for the payment to clear
If the Pay Now button is missing entirely
Make sure your Stripe account setup is fully complete - an incomplete setup prevents the button from appearing
Check that online payments are turned on under Settings - Payment options
Check that the invoice itself has a payment option enabled
If the issue persists, contact our support team with the invoice details
Tip: To avoid delivery issues, always send invoices using the Send button in Billdu rather than exporting and attaching a PDF. This ensures your client always receives the online link with the Pay Now button included.
Didn't find what you were looking for? Contact our support team, and we'll sort it out for you.