> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fikatrade.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment and invoice troubleshooting

> Common payment and invoice issues, and whether they're something you can fix or need your supplier for.

## "New payment method" doesn't work

There's no working way to add a PayTo agreement or card yourself, even though the option is shown — contact your supplier and ask them to set one up for you.

## My PayTo authorisation is stuck on Pending

Check your own banking app — the request is waiting for you to approve or decline it there. If you can't find it, contact your bank, or ask your supplier to send the request again.

## I declined or missed a PayTo request

A declined or expired PayTo request can't be reused. Ask your supplier to send a new one, or set you up with a card instead.

## My card isn't working

You can't update a card yourself — contact your supplier so they can remove the old one and add a new one on your behalf.

## An order isn't showing as Paid

Check the order's status first — if it's still Placed or Accepted, payment may not have succeeded yet, and FikaTrade won't always show you why (see [Payment statuses](/customer-guide/payments/payment-statuses)). Contact your supplier to check on it.

## An order shows Payment failed

This means a payment that had succeeded was reversed. Contact your supplier — they'll need to arrange payment again with you.

## I can't retry a payment myself

That's expected — payment collection and retries are only available to your supplier's team. See [Resolve a failed payment](/customer-guide/payments/resolve-a-failed-payment).

## I can't find an invoice number, due date, or PDF

None of these exist in FikaTrade today — invoices are shown as part of the order itself, with no separate number, due date or downloadable document. Ask your supplier directly if you need one of these for your records.

## I'm expecting a refund and don't see it

FikaTrade doesn't show refund details to customers. Contact your supplier — refunds are arranged directly with them.

## "Payments are not enabled for this customer"

Your account with this supplier isn't set up for on-platform payment yet. Contact your supplier to confirm this.

## Related guides

* [Payments and invoices overview](/customer-guide/payments/overview)
* [Payment methods](/customer-guide/payments/payment-methods)
* [Resolve a failed payment](/customer-guide/payments/resolve-a-failed-payment)