Payment failed
Patient or subscription payment didn't complete — diagnose and recover.
Steps
Identify which payment. Patient invoice (in clinic billing flow) or subscription (in your own billing flow with platform). Different recovery flows.
Patient invoice failed at portal payment. Open the invoice — payment status FAILED. Reason recorded: "Card declined", "Insufficient funds", "Bank declined". Patient retries with different card or method.
Patient invoice failed at POS. Try again on the POS. If repeated, fall back to cash or transfer.
Subscription payment failed. Settings → Billing → Subscription. Status changes to EXPIRED after retries. Update payment method, then click Pay outstanding.
Webhook didn't fire. Settings → Email History → "Paystack callback". If missing, click Reconcile online payments on the cash-up. Forces a sync with Paystack.
Charge succeeded but invoice still unpaid. Match the bank reference to a Paystack transaction. Manually reconcile if confirmed paid externally.
Refund stuck. Paystack-side refunds take 5-10 business days. Patient's bank shows the credit when Paystack settles.
Call your CSM if pattern emerges. Repeated failures across patients suggests a Paystack/clinic-merchant configuration issue.