---
title: "Why is the online payment link not working for my customer?"
slug: "why-is-the-online-payment-link-not-working-for-my-customer"
updated: 2026-03-27T01:41:06Z
published: 2026-03-27T01:41:06Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why is the online payment link not working for my customer?

## Problem

Your customer is trying to use the online payment link, but it's not working.

## Solution

The online payment link will not work for the following reasons:

- The invoice associated with the online payment link has already been exported
- The invoice associated with the online payment link is an adjustment invoice.
- The Online Payment Link on the [invoice email template](/v1/docs/guide-to-online-payments#customize-the-invoice-email-template) is using square brackets instead of curly brackets. For example, your template is using *[OnlinePaymentLink]* instead of *{OnlinePaymentLink}*. Make sure you are using curly brackets *{OnlinePaymentLink}*.