Why are my invoices remaining in a pending state longer than expected?

You may notice that after an invoice has been issued, some payments remain in a pending state (i.e. awaiting completion) for longer than expected. This article outlines the most common reasons why this may occur.

Late Invoice Payments or Missing Direct Debit/Card Pre-Authorisations

If you issue an invoice for a product where payments are not collected automatically, you’ll need to wait until the customer signs into JoinIn and manually makes the payment.

Similarly, if the customer does not have a valid Direct Debit or card pre-authorisation in place, the payment process cannot begin until they log in and take action. In such cases, payments may be received a while after the expected collection timeline, depending on when the individual chooses to pay.

Dual Direct Debit Signatures Required

In rare cases where a member’s Direct Debit requires two authorised signatories, the payment will remain in a pending state indefinitely until both approvals are received.

For more information and guidance on how to resolve this, click here.

Failed Payments

If a payment fails, the system will automatically retry it up to two more times. Each retry resets the processing timeline, which means the invoice can remain in a pending state for an extended period—until the payment either succeeds or is marked as failed.

Viewing the Payment Timeline

To check the status of invoice payments and their expected collection dates:

1. Go to Home > Sales admin > Invoice.

2. Locate the relevant invoice and click the amount shown in the ‘Pending’ column.

3. Then click the Payment Reference ID.

4. A panel will appear showing when the last payment attempt was made (Created) and the predicted collection date (i.e., the date funds are expected to be debited from the member’s account).