My member didn’t get an invoice

When you click Send Invoice, the invoice is created in Stripe whether or not the email arrives, so the member can always pay from its link. Here’s how to find out what happened and get the link to them yourself.

1. Check who it was sent to

The invoice email goes to:

• the member’s own email, if they have one;
• otherwise their parent’s email (the first linked parent who has one);
• for a child in a family, the charge itself belongs to the guardian who pays (Pays on the Family card). See Bill a family.

Open the member’s Details tab and check the email for typos. Ask them to look in spam or promotions for a message from your club.

2. Read the warning you got

If the email couldn’t go out, a yellow warning appears right after you charge and stays for a few seconds:

• “…has no email (and no parent email) on file”: add an email to the member (or link a parent), or share the link as below.
• “Invoice created, but the email didn’t go out”: something failed on our side. The invoice is fine; share the link.

3. Share the payment link yourself

1. Open the member’s Billing tab

   Find the unpaid invoice: it has a green Pay button.

2. Copy the link

   Click … on that row and choose Copy payment link.

3. Send it

   Paste it into a text, email or chat. It opens a secure Stripe page where they can pay by card; you’ll see it switch to Receipt once they do.

Still not working?

If the member has a card on file, you can void the invoice and use Charge instead, which charges the card directly (void, then charge). Members who log in also see open invoices on their own Billing tab.