Payment issues & troubleshooting

This guide helps you resolve common payment errors, and troubleshoot processor-specific issues with Stripe, TaxDome Payments, and CPACharge.

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:

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.

Stripe and TaxDome Payments

Card payment errors

Status and connection errors

The status doesn’t refresh or isn’t correct

If the payment status doesn’t update:

1. Wait up to 7 days. Stripe may take time to process, and updates may not appear immediately in TaxDome.

2. Check client’s email (including spam). They may need to complete 3DS authentication. If the payment remains stuck, unlink it from the invoice .

3. Contact support if the issue persists.

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

If your client tries to pay using bank debits, they might get the error: “Your bank account requires verification. Please check your email and follow the instructions.”

Their bank account is not verified yet. They need to follow the instructions provided in the email. The verification process might take up to five business days. After that, they can pay the invoice.

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 .

CPACharge

Card payment errors

ACH payment errors

Note

An eCheck can fail up to 60 days after it has been authorized. Transactions may not go through for various reasons such as “Account Frozen,” “Account Closed,” or “No Account/Unable to Locate Account.” Typically, an eCheck payment fails 3-4 days after authorization; however, you may get an “Unauthorized Debit Entry” error message weeks later. This is similar to how chargeback works but without a third-party review process. A client may submit an ACH return anytime before the 60 days expire.

Payment denied by CPACharge

If a payment from a client was denied by CPACharge, it may be because the user is new and has a credit limit and insufficient credit history. They should contact CPACharge to increase their credit limit:

• Affinipay Customer Support , 855-656-4685

• Samantha Youngblood, Sr. Partner Account Manager, [email protected] , 512-872-6950

• Chris St. Clair, Director, Partner Success, [email protected] , 512-368-9893

Contact support

• If you use TaxDome Payments: Contact TaxDome support at support.taxdome.com . TaxDome handles all TaxDome Payments support and escalates to Stripe when needed.

• If you use Stripe (not TaxDome Payments): Contact Stripe support . Check the Stripe FAQ first.

• If you use CPACharge: Contact CPACharge support or call 855-656-4685.

Share

Link copied