Why has my client not had a payment reminder?
Reminders are capped, spaced, and skipped for invoices the payment processor is already chasing. A stopped scheduled job is visible in-product.
Troubleshooting · 3 min read
Chasing runs on a schedule rather than on demand, and it holds back deliberately in several situations. Working through them in order usually explains a reminder that never went out.
- It is not overdue yet. Reminders start after the due date, not after sending.
- One went recently. There is a minimum gap of several days between reminders, so a second one will not stack on top of the first.
- It has had the maximum. Each invoice gets up to three: friendly, firm, then a final notice. After that, chasing is a phone call rather than a fourth email.
- The payment processor is already chasing it. Invoices on that rail are skipped on purpose, so nobody is emailed twice about the same money.
- The invoice was never actually sent. An invoice can be issued and never delivered, and your receivables list flags exactly that.
If none of that fits, check whether the job itself is running. Stria publishes the health of everything it runs on a schedule, including reminders and late fees, and says when each last ran. This exists because a scheduled job that quietly stops is quietly uncollected money, and the failure would otherwise be invisible until you noticed nobody was paying.
A late fee has a further condition: it is only applied once a final notice has actually gone out. Charging a fee nobody was warned about is the kind of thing that costs you a client, so the warning is a precondition rather than a courtesy.
Note: Reminders go out under your own workspace branding, with amounts and dates in your client’s currency and local format. If a client says the email looked like spam, check that your branding is set.
Open the money hub — in your Stria workspace.
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