How do I reset failed payment attempts?

You may have received a weekly list of failed payments or have an individual payment that has failed. These are the steps to follow.

1. Log into Pencil with your supplier login.
2. Go to Customers and search for the customer.
   
   
3. Then click on the (...) More Actions and if your customer has exceeded their maximum number of failed payment attempts (which is 3 attempts for processing invoices, 1 attempt for starting a payment plan and 2 attempts for additional payment plan attempts) you will see the "Reset Failed Payment Attempts" button.
4. Click this and Confirm.
5. Then you can go to Invoices and check Charge to process the payment for the invoice or wait for your daily automated payment to run.