A payment isn't showing in the app
If a customer's payment doesn't show in NeuroAI, check that your Stripe is connected, whether it was paid outside the app, sync times and where to look for it.
Updated
When a customer pays and you don't see it in NeuroAI, the payment usually exists: you just have to find it. Check in this order.
1. Wait a few minutes
Payments take a little while to show up. Wait 10 minutes, reload the page and look again.
2. Look in the right place
- Click Payments in the top bar.
- Go to Transactions and search by the customer's name or the amount.
- If they paid an invoice, look at it under Invoices & Estimates: its status should be paid.
3. Is your Stripe connected?
NeuroAI only sees payments made through your connected Stripe.
- Go to Payments › Integrations.
- Check that Stripe shows as connected.
- If not, connect it again: see Connect your own Stripe to get paid.
4. Was it paid outside the app?
If the customer paid in cash, by transfer or through a link you didn't create from NeuroAI, it isn't recorded automatically. You can mark the invoice as paid by hand, noting how it was paid.
5. Check your Stripe dashboard
Log in to your Stripe account and look for the payment. If it shows as charged there, the money is yours and it only needs to sync. If it doesn't show, the payment never completed or it failed.
Payments for your NeuroAI plan don't appear in this section. That's a different charge: see the billing portal.
If nothing works
Write to us with the date, the amount and the customer's name, at support@neuroaistudio.com. See also Pending payments and payment reminders.