You may receive a payment handling service error that says there is no mobile or email linked to the payment.
Sometimes you may get the following error:
Sorry we are not able to process your payment as there is no email or mobile linked with this payment. Why does this matter? We perform AML. (Anti Money Laundering) checks and KYC (Know Your Customer). To do this we need to reference your email and mobile. Please contact your supplier and ask them to check your details are added correctly in your Customer account. Sorry for this inconvenience.
If you do, the solution is simple.
- If this error came from a Cin7 payment then you need to go to the customer contact in Cin7 https://inventory.dearsystems.com/CustomerList#all and check the customer has an email address and the "INCLUDE IN EMAILS" is selected.
- If this error came from a payment attempt with an invoice from Xero/QuickBooks/MYOB/MYOB Advanced/NetSuite, then you can check that the customer has an email address as well.
Once you update the customer recorder you can resync the invoice the following way:
- Sync to Cin7 follow these steps: https://support.pencilpay.com/knowledge/i-canot-find-my-dear/cin7-invoice-in-sales-orders
- Sync to Xero/QuickBooks/MYOB/MYOB Advanced/NetSuite follow these steps: https://support.pencilpay.com/knowledge/how-to-sync-an-invoice-to-pencil-that-hasnt-synced-yet