Pausing / Resuming Clients Payments

This article describes the steps involved in pausing and resuming client payments. Pausing refers to a hold that prevents a client's transactions from processing. You may manually pause the client if there is a known issue with their ability to process payments. The contact may also be paused automatically by a transaction being returned during processing.

*Please see our Enrollment Settings article for information regarding settings for automatic pause and the associated workflow status changes.

Manually Pause Payments

Go to the contact's enrollment details page and locate the "Pause Payments" button on the navigation bar. Click the "Pause Payments" button to "Pause" the client.

Once paused, you should see a Notice that now appears on the enrollment details page. 

A corresponding message will also appear on the client dashboard (see below).

This client is now 'Paused", and transactions will be excluded from processing until the client's payments have been "Resumed." Once payments "Resume," you may need to adjust transactions that may have passed while the contact was "Paused."

Resuming Payments

Once ready to resume payment(s), you will find the "Pause Payments" button has been replaced with "Resume Payments". After clicking "Resume Payments", there are two methods available to you: "Adjusting Payments" or "Editing Payments"

*NOTE: these actions may update the stage & status of the contact depending on the previously mentioned Enrollment Settings for your account.

Adjusting Payments

After clicking "Resume Payments," you are taken to the "Adjust Payments" page, where you can reschedule payment(s) that may have been missed. 

In the example below, we are rescheduling all transactions to occur on the 28th starting with April 28th, 2026 

IMPORTANT: In this example, we check the "Process Date" checkbox, in the "ACH Debits/Deposits section, click Select All to select all the transaction to edit, and we check the Cancel checkbox.  If you do not check the Cancel checkbox, you will create duplicate payment entries.

You may prefer to do this in cases where you are updating all future transactions with a new process date, like in cases where a contact has difficulty making payments on the original monthly date and wishes to move the payment dates to a different day of the month.

When you have completed your adjustments, click Save Changes, located in the Navigation Bar.

Subsequent transactions are now scheduled on the 28th of each subsequent month (some months may be pushed to the next business day after the 29th, as the 29th of that particular month may fall on a non-business day).

Edit Transaction

You can bypass this step and adjust the transaction individually from the Enrollment Details page. Click the edit icon at the end of the row for the transaction you wish to change. You will likely prefer this method in cases where you only need to update a single transaction with a new process date.

On the "Add / Edit Payment" layover, change the "Process Date," select Save Changes from the action dropdown menu, and then click Save.

You will now find that the individual transaction's process date has been updated.

 

Article Version History: