Request an online payment
The firm needs a connected payment processor. Staff managing financials can create a request; creating one does not charge the family.
Connect the firm
Open Settings → Finances → Card payments. Use Connect with Stripe or Finish setting up, and complete the provider's business and bank-account requirements.
Return and select Check again. If the installation is not configured or Stripe has paused the account, resolve that status before creating requests.
Request an amount
- Open Card payments on the case.
- Select Request a payment.
- Enter Amount and Payment description.
- Select Create a payment link.
- Copy the payment link and give it to the family.
The family can also see open requests through a family link that includes Payment. Check the amount before sending. To ask for separate instalments, create a request for each amount.
Check the result
| Status | What to do |
|---|---|
| Waiting for the family | The request is open; check with the family if needed |
| Bank payment in progress | Wait for settlement; do not record a second manual payment |
| Paid | Check the payment added automatically to the ledger |
| Failed | Check Stripe before asking for payment again; this can also mean payment-link creation could not be confirmed |
| Withdrawn | The request is no longer open |
A pending bank payment does not reduce the balance until it clears.
Use Withdraw this request, read the confirmation and confirm Withdraw. Withdrawal removes the open request from the family portal and queues its Stripe checkout link for closure. Closure can be delayed or retried if Stripe is unavailable. A successful withdrawal does not confirm that an already-shared link has expired; check Stripe before telling the family it can no longer collect. Withdrawal does not refund money already received or undo a payment already in progress; a later settlement is still recorded.
If link creation needs review, check the existing request and Stripe before creating another one. Do not assume an error means Stripe created nothing. Contact support if the outcome is unclear.
For a wrong entry or refund, see Correct a payment.
When the agreement changes
Review paused or outdated requests under Open payment requests on the case. Use Keep request payable only after checking the current amount and agreement, or Retire request when it should no longer collect. An already processing payment can still settle. See Funding and clearance.