Payment issues & troubleshooting
This guide helps you resolve common payment errors, and troubleshoot processor-specific issues with TaxDome Payments and Stripe.
Quick reference
| What you’re seeing | Affects | Go to |
|---|---|---|
| Payment stuck in Verifying payment or Incomplete | Firm | Payment statuses, explained |
| Card declined, expired, or “insufficient funds” error | Client | Card payment errors |
| ”Payment unavailable” or “Payment method unavailable” | Firm, Client | Status and connection errors |
| Payment status doesn’t refresh or update | Firm | Status and connection errors |
| Bank account microdeposits missing or verification failed | Client | Status and connection errors |
| Payout delayed or later than expected | Firm | TaxDome Payments: Payout delays |
Payment statuses, explained
When viewing your Billing > Payments page, you’ll see different payment statuses that show where each payment is in the processing flow:
| Status | What it means |
|---|---|
| Verifying payment | The payment processor is verifying the transaction. This typically takes 3-7 business days for ACH payments. While the payment is in this state, the linked invoice shows as In progress. |
| Incomplete | The client needs to complete payment authorization. |
| Failed | Payment was declined or verification was unsuccessful. |
| Paid | Payment was successfully completed and funds received. |
Note
Most payments complete automatically within 3-7 business days. If a payment remains in Verifying payment or Incomplete status for more than 7 days, it may be stuck. You can unlink the stuck payment to allow the client to try again with a different payment method.Card payment errors
| Error message | Solution |
|---|---|
| Your card was declined | A card issuer declined payment. Use another payment method. |
| Your card has insufficient funds | The credit card is maxed out. Use another payment method. |
| Your card has expired | Use another payment method. |
| Your card’s security code is incorrect | Reenter the correct CVV code. |
| An error occurred while processing your card. Try again in a little bit | Contact support . |
| Some error occurred | Contact support . |
Status and connection errors
The status doesn’t refresh or isn’t correct
If the payment status doesn’t update:
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Wait up to 7 days. Stripe may take time to process, and updates may not appear immediately in TaxDome.
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Check client’s email (including spam). They may need to complete 3DS authentication.
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If the payment remains stuck, unlink it from the invoice .
Important
If you record an offline payment while an ACH payment is still in Verifying payment status, there is a risk of double-charging if the original payment later completes. To avoid this, first unlink the pending payment from the invoice before recording an offline payment.
Payment unavailable/Payment method unavailable
Note
This applies to Stripe only.If your client or you receive these error messages when paying via Stripe, try disconnecting Stripe and connecting it again .
Bank account verification
Common issues with microdeposit verification for ACH payments:
| Issue | Solution |
|---|---|
| The deposits were never received | Confirm the account and routing numbers are correct. Deposits can take 1–2 business days to arrive. |
| Verification link expired | Re-add the bank account and restart the verification process. |
| The deposit amounts were entered but verification failed | Check for typos—amounts must match exactly. After 3 failed attempts, the account is permanently locked. |
| Account locked after failed attempts | Re-add the bank account and restart the verification process. |
| Client’s bank account shows “Action required” | Microdeposit verification is incomplete. Ask the client to check their email for Stripe’s verification link, click it, and enter the two deposit amounts shown on their bank statement. |
TaxDome Payments: Payout delays
TaxDome Payments processes payouts daily with a 2-business-day delay. Payments made after the 7:00 PM EST cutoff count toward the next business day. Weekends and holidays extend processing time.
Payout timing also depends on the payment method used by the client: card payments are processed instantly and are eligible for payout on the standard 2-business-day schedule, while ACH bank debit payments take 4–5 business days to clear before the payout schedule begins.
Find more details in the article .
Contact support
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If you use TaxDome Payments: Contact TaxDome support at support.taxdome.com . TaxDome handles all TaxDome Payments support and escalates to Stripe when needed.
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If you use Stripe (not TaxDome Payments): Contact Stripe support . Check the Stripe FAQ first.
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