Follow these steps if an invoice is not being processed through AutoPay as expected.
Step-by-Step Process
Open the Client Record
Log in to ConnectBooster
Search for and open the client experiencing the AutoPay issue (example: Ryan Test)
Scroll down to the AutoPay Configurations section
Check for Errors on the AutoPay Rule
Look for any error indicators on the AutoPay rule
Errors usually point to a configuration problem
Common issues include:
Missing payment method
This often happens if the original payment method was deleted
Add or select a new valid payment method to fix the rule
Contract-based rule problems
The contract may have expired
A new contract may have been created
Update the rule to reference the correct active contract
Confirm the AutoPay Rule Is Valid
After correcting any errors, verify the rule shows no warnings or issues
Once the rule is valid, move on to checking the invoice
Open the Invoice
Locate and open the invoice that did not process
Check AutoPay Eligibility
Inside the invoice, confirm it is marked AutoPay Eligible
If it is not eligible:
Compare the invoice details to the AutoPay rule
Confirm it matches the rule criteria, such as:
Correct payment terms
Correct contract (for contract-based rules)
You may need to verify this information in your accounting system or PSA to ensure the invoice meets the rule requirements.
Review the Payments Calendar
Go to the Payments Calendar
Look for the invoice status:
Yellow: AutoPay approval is required
The invoice must be approved before processing
Green (AutoPay section):
The invoice is scheduled and will process automatically on the listed date
Video Transcript:
In this video, we will be going over the basic troubleshooting steps for AutoPay. First, let's navigate to a specific client running into AutoPay issues.
In this example, we will use Ryan test. As we scroll down to the autopay configurations, the first thing we want to look for is any errors on the autopay rule itself.
Errors will identify a configuration issue with the autopay rule.
In this specific example, the autopay rule is missing a payment method. This is a common issue when the payment method has been deleted, causing the rule to be invalid. Adding or selecting a new payment method will resolve this issue.
Another common reason for contract based rules is that the contract has expired or a new one has been created, and it needs to be updated within the contract section.
Once you have confirmed that the auto pay rules are valid, we can take a look at the specific invoice.
We are looking to confirm that the invoice is showing autopay eligible when you click on the invoice itself.
If it is not autopay eligible, you will want to confirm that the invoice matches the autopay rule.
Depending on the type of autopay rule configured, you may need to verify the invoice within your accounting package or PSA that it matches the autopay criteria, whether that be the term that you have selected or the contract that may be eligible for pay. We can also verify that the invoice is eligible by looking at the payments calendar. If you have the auto pay approval process enabled, those invoices will show up in yellow, which must be approved before the portal will automatically process them.
Once they appear in the green AutoPay section, the portal will process them on the date they are scheduled to run. These are some of the common things to check if you have an invoice that is not processing via AutoPay.