Title: Fix payment problems | OneForm > Why clients can't pay for a report or call, why a payment failed or shows as not paid, and how to sort it out. Source: https://oneform.si/help/troubleshooting/payment-problems/ --- 1. [Help Center](https://oneform.si/help/) 2. [Troubleshooting](https://oneform.si/help/troubleshooting/) 3. Fix payment problems [View as Markdown](https://oneform.si/help/troubleshooting/payment-problems.md) # Fix payment problems Why clients can't pay for a report or call, why a payment failed or shows as not paid, and how to sort it out. Updated October 22, 2026 · 3 min read [Open Payments ↗](https://app.oneform.si/payments?help=payment-problems)[Open Orders ↗](https://app.oneform.si/payments/orders?help=payment-problems) Clients pay for reports and calls through your own Stripe account. When a payment doesn't happen, the cause is almost always your Stripe account's setup or the client's card. ## Symptoms - A client says they couldn't pay, or saw **Online payment isn't switched on for this firm yet**. - You got an email titled **A client couldn't pay … connect Stripe**. - An order shows **Awaiting payment**, **Payment failed** or **Not paid** on the **Orders** page. - A form's launch checklist says **Connect Stripe so clients can pay**, **Finish setting up Stripe** or **Stripe needs a few more details**. ## Likely causes, most common first 1. **Stripe isn't connected yet.** No Stripe account means no way to take the payment. 2. **Stripe's sign-up isn't finished.** The **Stripe account** card says **Setup not finished**. 3. **Stripe paused payments on your account.** The card says **Needs attention**. Stripe usually wants more details, such as an ID check or bank details. 4. **The client's card was declined.** The order shows **Payment failed** with the bank's reason. 5. **The client didn't finish paying.** The order stays **Awaiting payment**, and becomes **Not paid** after about a month. 6. **For a paid call, the client took too long.** Their time is held for a few minutes. When the hold runs out, the time is released and nothing is charged. ## What to check 1. Go to [Payments](https://app.oneform.si/payments) and look at the **Stripe account** card. 2. Check that **Payments** says **Enabled**. If it says **Not yet**, read **Stripe says** and **Requirements due**below it. 3. Go to [Payments → Orders](https://app.oneform.si/payments/orders) and open the client's order. Its timeline shows what happened, and a failed payment shows the reason. ## How to fix it - **Not connected:** on [Payments](https://app.oneform.si/payments), click **Connect Stripe** and complete Stripe's sign-up. Only an owner can. - **Setup not finished:** click **Finish onboarding** and complete the steps Stripe asks for. - **Needs attention:** click **Update details in Stripe** and give Stripe what it lists under **Requirements due**. - **Card declined:** ask the client to try another card, or to call their bank. Then send them the link again: open the order and click **Copy payment link**, or **Send reminder now**. - **Didn't finish paying:** open the order and click **Send reminder now**. OneForm also sends payment reminders by itself unless you turned them off in **Payments → Settings**. - **Want to go ahead without payment:** open the order and click **Waive**. The report or booking goes ahead without a charge. Once your Stripe account is ready, clients who couldn't pay earlier can pay from the same link. You don't need to ask them to fill in the form again. ## Why does my Stripe card say "Payments aren't switched on in OneForm yet"? Online payments aren't available on the server you're using, so there's nothing to connect. Contact support. ## How do I refund a client? Open the order on [Payments → Orders](https://app.oneform.si/payments/orders) and click **Refund…**. Choose **Full refund** or **Part of it**, then confirm. A full refund of a report also closes the client's report page. See [Orders, refunds and invoices](https://oneform.si/help/payments/orders-refunds-and-invoices/). ## What does "Disputed" mean on an order? The client asked their bank to reverse the payment. OneForm emails you with the date you need to respond by. Respond in your **Stripe dashboard** before that date. The order's chip changes to **Dispute won**, **Chargeback lost** or **Dispute closed** when the bank decides. ## When to contact support Use **Send feedback** in the sidebar, or [oneform.si/support](https://oneform.si/support/), when your **Stripe account** card shows **Taking payments** but clients still can't pay, or when a payment shows in Stripe but not in **Orders** after an hour. For questions about your Stripe account itself, such as verification or payouts, contact Stripe. Was this article helpful? [← PreviousFix an app that stopped getting new responses](https://oneform.si/help/troubleshooting/an-app-stopped-sending/)[Next →Fix sign-in problems](https://oneform.si/help/troubleshooting/cant-sign-in/) ## Related articles [PaymentsConnect StripeConnect your firm's own Stripe account so clients can pay for reports and calls, with the money going straight to you.](https://oneform.si/help/payments/connect-stripe/)[PaymentsCharge for a reportSell a form's report. Clients pay on the thank-you screen, and the report goes out once it's paid for.](https://oneform.si/help/payments/charge-for-a-report/)[PaymentsCharge for a callPut a price on a booking page or on the call offered after a form. Clients pay when they book, and the time is held while they pay.](https://oneform.si/help/payments/charge-for-a-call/)[PaymentsOrders, refunds and invoicesFind every sale, refund a client in full or in part, waive a payment, and download invoices and receipts.](https://oneform.si/help/payments/orders-refunds-and-invoices/) Still stuck? A person on the OneForm team reads every request. Mon–Fri, 9am–6pm ET. First reply within 1 business day. 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