How to Request Payment

Request Payment sends your customer a payment link by email and text. They can pay by card or ACH from the link, on mobile or desktop, with no username or password needed.

Text messages are sent only if text messaging is enabled for your account. If it is not, adding a mobile recipient produces nothing for that person and the request goes out by email only.

Select the invoices you want paid from the Outstanding Invoices table, in either the Invoices or Customers section.

1. Multiple invoices. Select them, click More at the bottom right of the screen, then click Request Payment.

2. A single invoice. Hover over the row, click the three dots on the right side, then select Request Payment.

3. From an invoice. Open the invoice sidebar and use the More button there.

Each invoice is requested at its current outstanding balance, and that amount cannot be edited. The only way to reduce what your customer pays is to pre-apply credits or deposits in the next step.

Request Payment is always in the menu. If it is greyed out, hover over it, and the tooltip tells you why.

Two things people expect to block a request but do not:

1. A partial pending payment. You can still request the remaining balance.

2. A Promise to Pay. An active P2P does not block a payment request, though it does block Receive Payment.

One more blocks you inside the window rather than on the menu. If any selected invoice has a negative outstanding balance, the Request Payment button stays disabled until you remove it. Negative invoices cannot be paid.

On payment plans: Sent, Active, Completed, and Failed plans all block a payment request on those invoices. Only a canceled plan clears it. If a failed plan is blocking a request and you cannot cancel it, contact support at support@gosuppli.com rather than working around it.

A screen appears with a summary of what is being requested, plus options for recipients, a memo, and credits or deposits.

Recipients. The dropdown is pre-populated with the contacts on file for that customer. To send to an address or number that is not on file, click + Add Email or + Add Mobile Phone. This adds them to this request only, not to the customer's contact list.

You can send to several recipients at once. To prevent double payment, the link stops working as soon as anyone starts a payment, including an ACH payment that is still settling.

Memo. Optional, and included in the email your customer receives.

Credits and deposits. Optional. If the customer has open credits or deposits, select the ones you want pre-applied and the amount due on the link drops accordingly. This panel only appears when the customer has something available.

Save guest payment method. Optional. Turn this on to save the card or bank account your customer uses on the link to their account for future payments. A Nickname field appears so you can label it, up to 30 characters. This applies to guest payments only. If your customer logs in and uses a method already on file, nothing new is saved.

Once you have added at least one recipient, the Request Payment button becomes available. It also stays off for a moment while invoice and credit data finish loading, so give it a second before assuming something is wrong.

Click it to send.

Sending a second request does not cancel the first one. Both links stay live, and whichever gets paid first wins. The other becomes invalid.

Your customer gets the request by email or text with a payment link. Opening it takes them to a hosted payment page where they can:

1. Pay as a guest. Choose card or ACH and enter their details, with no login. If card payments carry a convenience fee on your account, the fee is shown before they confirm. If 3D Secure is enabled on your account, they may be asked to complete a verification step with their card issuer.

2. Log in to their account. From there, they can use a saved payment method and apply their own available credits or deposits.

Your customer sees a page titled This link is currently not valid. It explains that the items on the link have already been paid, are part of a payment in progress, are part of a payment plan, or the link was canceled.

The Request Payments permission covers both invoice payment requests and deposit requests, so a user who cannot send one cannot send the other. An admin on your team can grant it under Settings > Company > Team Management.

Email support@gosuppli.com with the customer name and the invoice numbers. If a customer says a link is not working, include the date you sent it and whether another payment may already have started on those invoices.