> ## 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 payout troubleshooting

> Common payment and payout issues, likely causes, and what to check.

## Collect Payment is unavailable or greyed out

Your business likely hasn't finished the setup covered in [Set up payment collection](/supplier-guide/payments/set-up-payment-collection) — FikaTrade shows a specific message (business verification incomplete, payments not yet enabled, or workspace inactive) rather than hiding the reason.

## "Payments are not enabled for this customer"

The customer's relationship with your business isn't set up for on-platform payment. Contact FikaTrade support to confirm this is enabled.

## "Default payment method is not PayTo or card"

The customer doesn't have a usable default payment method. Set one up — see [PayTo payments](/supplier-guide/payments/payto-payments) or [Card payments](/supplier-guide/payments/card-payments) — before collecting.

## A PayTo agreement is stuck on Pending

The customer hasn't yet authorised it in their own banking app. There's no way to speed this up or nudge it from FikaTrade — follow up with the customer directly.

## A card payment failed

Select **Collect Payment** again on the invoice to retry — see [Failed payments and retries](/supplier-guide/payments/failed-payments-and-retries). If it keeps failing, the card itself may need to be removed and re-added.

## A payment looks stuck on Collecting

Wait — collection is still in progress. If it stays this way for an unusually long time, contact FikaTrade support rather than retrying, since retrying is only available once a payment has actually Failed.

## I can't retry a payment

Retry is only available once a payment has genuinely failed. If it's still Collecting, wait for the outcome first.

## I need to refund a customer

There's no refund button in FikaTrade — see [Reversals and refunds](/supplier-guide/payments/reversals-and-refunds) for how card and PayTo refunds are actually handled.

## A payment shows Collected but never shows Payout succeeded

Check your settlement bank account details are current at **Settings → Payouts**. If they're correct and the payment is still not showing as paid out, contact FikaTrade support.

## Related guides

* [Payments overview](/supplier-guide/payments/overview)
* [Payment statuses](/supplier-guide/payments/payment-statuses)
* [Reconcile payments and payouts](/supplier-guide/payments/reconcile-payments-and-payouts)