If Autopay does not trigger, it is typically due to one of the conditions listed below rather than a system issue. Because some of these scenarios are tied to how an invoice is created or configured, we’re not able to determine the exact cause in every case.
Here’s what to check:
1️⃣ The Invoice Was Created Manually
Autopay does not trigger on manually created or edited invoices.
If you:
Create an invoice manually outside the invoice generator.
Create a draft invoice through the generator, but then manually add a line item before sending.
Autopay will not run on that invoice.
2️⃣ Invoice Settings Need Review
Autopay timing is controlled in: Settings > Invoicing
Double-check that your invoice settings are configured the way you expect - see When Does Autopay Run?.
3️⃣ The Customer Isn’t on Autopay
Confirm the customer is currently enrolled in Autopay.
If a customer was previously on Autopay but no longer appears enrolled, it may be due to a failed payment. When a payment fails, the system automatically removes the customer from Autopay.
Note: Failed payment notifications are sent to both Pros and pool owners.
4️⃣ Autopay Method Was Added After the Invoice Was Created
If a payment method is added after an invoice is created, the system will not automatically pay that existing invoice.
This prevents older invoices from being unintentionally charged when a customer adds a card on file.
5️⃣ There’s a Partial Account Credit
If a customer has account credit that:
Covers part of the invoice, but
Does not cover the full balance
Autopay will apply the credit, but it will not automatically charge the remaining balance.
6️⃣ Work Order Type Doesn’t Allow Autopay
If the invoice includes a work order, make sure that work order type is enabled for Autopay under:
Settings > Work Order Types > “Allow autopay for invoices with this work order type”
If it’s not enabled, Autopay will not run for invoices that include that work order type.
7️⃣ The Card on File Is Expired
If the card enrolled in Autopay is expired, the system will not attempt the charge.
In some cases, a manual charge may still go through depending on the bank — but this isn’t guaranteed.
8️⃣ Account Past Due
If your Skimmer account is past due - autopay will not trigger for your customers.
What to Do If Autopay Didn’t Run
We recommend reviewing the items above carefully when generating and sending invoices to ensure Autopay triggers as expected.
If Autopay fails to trigger, the invoice will need to be charged manually:
Open the invoice
Select +Add under Payments
Choose Online Payment
Select the card on file
Select Add Payment