How do I ask a client to pay?

A payment request emails your client a secure link to a page where they can pay you. Your bank or e-transfer details are never in the email itself, only on that page.

Send one from the task you are working

1. In your workspace, with a task open, find the "Ask the customer for" box in the Task Controls column on the right.
2. Click Payment.
3. Put in an amount if you have one. Leave it blank and the request simply asks them to pay, with your details waiting on the page.
4. Pick the currency, Canadian or US dollars.
5. Add a message, or leave it blank to use your organization's default wording.
6. If this job has its own invoice or pay link, paste it into "Pay link for this job". It must start with https://, and the box shows where it opens so you can check it before sending. Leave it blank to use your default pay link.
7. Click Send request. The email goes out and the request is saved on that customer's record.

Asking this way ties the request to the task you had open. When that payment is later marked as paid, the task is completed for you and the customer moves on to whatever comes next.

When the task is a payment job from your customer journey, the box shows one button instead: "Send (their name) their payment request". It opens the same box, already tied to that task. A payment job that has an amount sends its request by itself when the customer reaches the step, so you only need this button for one with no amount. See How do I set up my customer journey?.

Send one from the customer instead

Open the customer's record, go to their Payments tab, then click Request payment. The box is the same. The one difference is that a request started here is tied to no task, so marking it paid completes nothing on its own.

Chase it, or call it off

Everything you do to a request afterwards lives on the customer's Payments tab.

• "Send a fresh link" emails them again with a working link. Use this if they say the old one has stopped working.
• "Mark as paid" is what you click once the money has arrived. It is also what completes a linked task.
• "Cancel" closes the request off so nobody chases it.

If the customer taps "I've paid" on their payment page, the request shows "Customer says they've paid" next to Mark as paid. Their automatic reminders stop straight away, but the request stays open: check the money has arrived, then click Mark as paid as usual. Only you can mark it paid, so a linked task is never finished on the customer's word alone.

Both ask you to confirm first, because neither can be undone. Cancelling stops the customer's pay link working.

A customer has one open payment request at a time for the same task, or for their record. Asking again with the same amount, message and pay link just says "Already requested". A different amount, message or pay link is refused until you cancel the open request or send a fresh link from it.

What the client actually sees

Whatever you set up under TMS, then Setup, then Payment instructions: your pay link, your bank or e-transfer details, and your default wording. When you gave the request its own pay link, that link is the "Pay online" button instead of your default one, with the website it opens shown under it. Your bank or e-transfer details still show either way. The request in their client portal shows its own link too. Requests your automations send always use your default pay link.

You need a pay link or bank details there before you can send a request at all. Until one of them is saved, Send request is refused with a note saying what to add. See How do I set up what a client sees when I ask them to pay?.

The page also has an "I've paid" button. It tells you they have paid and stops their reminders; it does not mark the request paid.

When a customer asks your AI how to pay

If a customer asks your AI how to pay, it sends them the secure link to their most recent open payment request, to the email or phone number already on their record, and tells them it is on its way. It never says an amount itself: the page the link opens shows it.

It is the same link you sent. Sending it again does not stop the one in your earlier email working. If the customer has no open request, the AI says so and brings in your team.

Who can do this

Anyone on your team, on an account with Team management turned on.