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How to Set Up Autopay for a Payer Customer (Reminders and Invoice Attachments)

Updated

Use this guide to turn on Autopay for a payer customer, control when Autopay reminders send, and understand when the invoice PDF is attached.

If Activities shows no Autopay Reminder—or the email has no PDF—use the troubleshooting section at the end.

Related: Managing Autopay for Your Customers (enable, update, and disable flows).

Before you start

  • Open the payer customer in the Paystand Dashboard.
  • Confirm the payer has a saved payment method (card or bank).
  • Confirm Autopay appears on the customer record. If it does not, contact your Customer Success Manager.

How Autopay reminders work

Autopay can send an AutoPay Reminder to the payer in two ways. Both options live under Send a Reminder in the Autopay modal.

Option 1: When invoice(s) sync

  • When it sends: Right after a new invoice syncs and enrolls in Autopay.
  • In Activities: An AutoPay Reminder entry for that invoice, timestamped at sync.

Option 2: [N] day(s) before the Autopay date

  • When it sends: On the reminder date, which is the charge date minus N days.
  • In Activities: An AutoPay Reminder entry for that invoice, timestamped on the reminder date.

You can turn on one option, both, or neither. Autopay still charges on the Autopay date if reminders are off.

Important: If When invoice(s) sync is off, Paystand does not send an Autopay Reminder when the invoice posts or syncs. Empty Activities at sync time usually means this setting is off—not that Autopay failed.

Turn on Autopay for a payer customer

  1. Go to Customers and open the payer customer.
  2. Under Receivable Settings for Customer, click the Autopay card.
  3. In the Enable Autopay modal:
    • Payment method — Select the saved card or bank account.
    • Apply Autopay To — Choose enrollment scope:
      • Future invoices and existing open invoices (default) — New invoices plus open invoices that are not overdue. Overdue invoices are not enrolled here.
      • Future invoices only — Only invoices created from today onward.
    • Send a Reminder (optional) — See the section above.
  4. Click Enable Autopay.

Enable Autopay modal with payment method, invoice scope, and Send a Reminder

Autopay starts right away. No extra confirmation step is required.

Enable reminders when invoices sync (post)

Use this when payers should get an Autopay Reminder as soon as a new invoice syncs—often how they receive notice and the invoice PDF at posting time.

  1. Open the payer → Autopay (or Autopay ON).
  2. Under Send a Reminder, check When invoice(s) sync.
  3. (Recommended) Also set [N] day(s) before the Autopay date (for example, 3).
  4. Click Enable Autopay or Save.

Update Autopay modal with When invoice(s) sync selected

What this changes: Future Autopay enrollments for this payer use these reminder settings. It does not email invoices that already synced without a reminder. To cover a past invoice, use Send Reminder on that invoice if available.

Invoice PDF attachments on Autopay reminders

When an Autopay Reminder sends, Paystand tries to attach the invoice PDF from your ERP if that PDF is available.

  • Supported for attachments: Sage Intacct, Business Central, and Acumatica (when Paystand can retrieve the document).
  • Order of operations: The reminder must send first. If no reminder sends, no PDF attaches for that event.
  • If the PDF is missing: The reminder still sends without an attachment (for example, document not in ERP, permissions, or a temporary fetch error).
  • NetSuite: Attachment behavior differs. Follow your NetSuite Autopay guidance.

Tip: “Invoice not sent at posting” in Activities usually means the Autopay Reminder did not fire. Check When invoice(s) sync. A later Payment Receipt only means the charge succeeded—it is not the posting reminder.

Verify a reminder was sent

  1. Open the invoice or payer in the Dashboard.
  2. In Activities → Emails, look for the invoice number followed by AutoPay Reminder.
  3. Match the time to sync (if the sync reminder is on) or to the scheduled reminder date.
  4. Do not confuse this with a Payment Receipt entry, which appears after a successful Autopay charge.

Troubleshooting

No Autopay Reminder when the invoice syncs

Work through these in order.

  1. The sync reminder is off. Open the payer’s Autopay settings and check whether When invoice(s) sync is unchecked.
    Fix: Turn it on and save. New invoices will send at sync. Resend past invoices manually if needed.

  2. The invoice is not on Autopay. Confirm the invoice is enrolled in Autopay rather than only on a Collection Plan.
    Fix: Enable Autopay for the payer (or invoice) with the right enrollment scope.

  3. The payer email is missing or wrong. Check the payer contact email on the customer record.
    Fix: Correct the email, then update Autopay or wait for the next sync.

  4. You are expecting a Collection Plan email. Autopay invoices do not receive Collection Plan “new receivable sync” emails.
    Fix: Use the Autopay When invoice(s) sync reminder, or use a Collection Plan instead of Autopay for that customer.

Reminder sent, but no invoice PDF

  1. The document is missing in the ERP. Confirm the invoice PDF exists in Sage Intacct, Business Central, or Acumatica.
    Fix: Correct the document in the ERP, then resend the Autopay Reminder if needed.

  2. Paystand cannot pull attachments. Connector permissions may block document retrieval.
    Fix: Ask your ERP admin, or Paystand Support / your CSM, to verify connector permissions.

  3. No reminder fired at all. There is no AutoPay Reminder entry in Activities.
    Fix: Fix the reminder settings first. The attachment step only runs when a reminder sends.

Some Autopay payers get sync emails; others do not

Reminder settings are per payer. Turning Autopay on for one customer does not change others, and new Autopay setups leave the sync reminder off unless you check it.

Fix: For each affected payer, open Autopay and enable When invoice(s) sync (and the days-before reminder if you want it). For many payers at once, ask Support or your CSM about a bulk update.

Update or disable Autopay

  • Update: Open Autopay ON → change payment method, scope, or reminders → Save.
  • Disable: Click Disable Autopay, choose future-only or future + existing open invoices, then confirm.

Disable Autopay confirmation popup

More detail: Managing Autopay for Your Customers.

Still need help?

Contact Paystand Support or your Customer Success Manager. Include the payer name, invoice number, and whether the issue is a missing reminder, a missing PDF, or both.

Last updated: August 2026 · Merchant Experience · Autopay

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