Some clients have problems following the link to pay

Rebekka Helford's Avatar

Rebekka Helford

11 Nov, 2016 03:27 PM


Some of my (perhaps less tech savvy) clients seem to have difficulty accessing the way to pay via paypal upon receiving their invoice. Could you send me a simple step-by-step set of instructions I could give such clients?

Thank you,


  1. Support Staff 1 Posted by Seth B on 11 Nov, 2016 08:07 PM

    Seth B's Avatar

    Hi Rebekka, I'm currently traveling and can't send those instructions until a little bit later.

    However you can login as your clients, and see what they see by going to the Contacts section, selecting their name, then using the little 3 line "menu button" next to their name and logging in as them. More info here:

    Doing so might assist in instructing them how to pay.

    Additionally, I'll put it on my list to see if we can't make that more obvious in the future.

  2. Support Staff 2 Posted by Seth B on 12 Nov, 2016 01:40 PM

    Seth B's Avatar

    Hi Rebekka, I logged in as one of your clients to experience the current PayPal workflow.

    Inside Cashboard, the experience seems as simple as it can be. From the home page and while viewing any invoice we have a "Make a Payment" button that's very prominent.

    I'd imagine perhaps your customers are getting confused by PayPal itself. Redirecting to the PayPal site, it asks for a login and password instead of a credit card number immediately.

    What I'd suggest is for you to switch to Stripe as a payment processor, which allows us to open a credit card payment form right inside Cashboard. This experience is seamless, and much easier to understand for the less-tech-savvy amongst us.

    You can sign up for Stripe and link your Cashboard / Stripe accounts from inside Cashboard using the Settings > Account screen. The option to do that is where you currently have PayPal selected as your payment processor.

    Hope that helps!

    - Seth

    [ sent from my mobile // excuse me for any typos ]

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