Frequently Asked Questions
- Do I need a separate merchant account with Braintree?
No; When you sign up with ItsPayd, you do not need a separate merchant account with Braintree.
- How do I tell ItsPayd that a customer paid me directly?
If your customer pays you directly after being notified by ItsPayd, you (the merchant) have to manually update the system telling it that your customer has paid. **Please note that this does not apply to users who are connected via API or QuickBooks.
Go to your customers' specific statement which is shown below.
Click "More Actions". When the drop down appears (shown below), click "Enter Payment...".
Enter the total payment, click "Enter Payment".
The following will appear at the top of your Statement Details and you will have successfully marked a payment as resolved.
- What payment processor(s) does ItsPayd use?
We have chosen to partner with Braintree for our C.C. processing.
Braintree is a full-stack payments platform that makes it easy to accept payments in your app or website. Imagine us as the credit card terminal you swipe your card through at the grocery store. We’ll make sure your customer’s payment information gets to the right places and doesn’t fall into the wrong hands.
For further information, visit Braintree.
Itspayd has also partnered with Dwolla to process ACH payments.
Providing ACH payment services, instant bank verification, and a simple ACH transfer API. We make ACH processing easy for businesses and individuals.
For further information, visit Dwolla.
Further questions? Please visit our Security & Compliance pages.
- Is ItsPayd collections?
This is, probably, the most common assumption that the ItsPayd Team hears on a daily basis. No; ItsPayd is NOT collections.
Since day one at ItsPayd, it's been Ken's vision to leverage mobile billing technology for reducing customer account write-offs, while improving customer experience. The company's overriding mission is to create a mobile billing and payments system that eliminates the need for collections. Ken has already steered ItsPayd through its first-year startup days into a respected, growing company. And since ItsPayd customers now spend far less time on collections, they can focus on the rest of their business.
Read the full story here.
- How can ItsPayd help my company?
The platform is designed to improve business matters ten-fold. Our services will augment your current AR methods and create an ease of process for your existing credit managers.
The ItsPayd process allows your company to gain;
- Brand Loyalty - By creating “peace of mind” for your potentially past due customers and ensuring future business.
- Predictable Cash Flow - Payment options may not be what you had in mind for your product/service; however, offering this method of payment will improve your ability to predict when you will receive your money even after you feel it has been lost.
- Can ItsPayd integrate with my current system?
If you’re system is cloud based or has web connectivity, yes. We believe the best way to utilize ItsPayd is through integration. We have a published API on our website to make it simple to connect.
- What More Actions mean on my customers Statement Details?
In order to get the most accurate reporting from ItsPayd, we have a few ways to mark your statements, as shown below. **Please note that this does not apply to users who are connected via API or QuickBooks.
On your customers Statement Details, click More Actions.
This is the drop down that appears when you click More Actions. Described below is what each of the options means.
Enter Payment... is where you, as the merchant, go to mark any payments that were paid directly to you by your customer. If your customer pays in full, enter the total balance, marking that statement as resolved, and stopping any further commincations from being sent out to your customers.
If a partial payment is made, enter the amount paid, and the balance will be adjusted accordingly in the system. This will not stop the communications from being sent out.
Adjust Balance... is where you go to make an adjustment to the total balance of your customers statement. Whether you made an error in the dollar amount your customer owes you, or they have a recurring fee that is added to their account, you can go in and add or subtract a dollar amount from their total balance. This will adjust their statements accordingly.
If you have to adjust the balance of a customer on a current payment plan, you have to click More Actions, then click Stop Payment Plan, before you can follow the previous steps.
Set as Closed or Unresolvable is what you will click after all communications have been sent out to your customers and you have decided that you know longer want to communcate with that customer via ItsPayd. e.g. you might mark an acocunt as closed or unresolvable if your customer is clearly reading your messages, but not paying. At this point, you might want to send your unresponsive customer to collections.
Set as Cancelled is a feature you will click if the customer had sent you payment in the mail before your notifications were sent to them. Cancelled can be used if the customers account was loaded to ItsPayd as a mistake.
- Do I need a separate merchant account with Dwolla?
Yes; when you sign up with ItsPayd, you will be prompted to set-up a merchant account with Dwolla if you choose to accept ACH payments.
- How will ItsPayd benefit my customers?
Offering payment plans to your customers can benefit them drastically. Your customers do business with you for a reason; our aim is to keep them there by offering safe and convenient payment plans that meet their cash flow.
At will payments allow the customer to feel in control of bills they otherwise feel threatened by, providing a compassionate way to continue business with you.
- What happens if a merchant upgrades/downgrades their subscription?
If a merchant has to upgrade to a higher level plan during the month, ItsPayd will charge the difference immediately.
If a merchant wants to downgrade to a lower level plan, the charge will be reflected on the following month.
- What is the Merchant Login?
The merchant login is where ItsPayd customers go to handle their ItsPayd account. Customers can access their user settings where they can update their company profile, edit their accepted form of payments, or edit their messaging and payment plans. Among many other things, this is where the merchant goes to handle anything related to ItsPayd.
- What is ItsPayd?
ItsPayd is a user-friendly, cloud-based application that is accessible from all devices. With ItsPayd, businesses can offer customizable payment plans, allowing their customers to pay back their debt straight from their mobile device. The goal of ItsPayd is to create a new way for customers to pay off their obligations, while maintaining a positive relationship.
- Why can't I click on the link that was sent via sms?
If you have a newer IOS (iPhone) and have not received message previously:
* Settings App
* Safari
* Block Cookies
Do you have this setting set to the default of “Allow from Websites I Visit”? If not, and it is set to “Always Block” then the login will not work for ItsPayd or any other website. Basically a cookie is required to keep track of whether the user has successfully entered their access code (which we automatically pre-fill for them).
Please configure cookie settings to the default of “Allow from Websites I Visit” and see if that works. If already set there and still having same problems, then most likely it’s an iOS problem.
- Is there an online tutorial for ItsPayd?
Yes! Visit the Try It Out page for an instant demonstration of the product.
Call (855) 999-PAYD (7293) or email info@itspayd.com to set up a more in-depth demonstration today.
- What are the system requirements to run ItsPayd?
ItsPayd will perform successfully when used on any internet browser that is more current than Internet Explorer 8, as well as most smartphones and tablets. The system requirements of your in house cpu’s will not have an effect on ItsPayd’s capabilities.
- How many employees can have access to ItsPayd functions through the merchant login?
The platform is designed for your Accounts Receivable department. Specifically Credit Managers & their ability to analyze past due accounts with customers needing to be sent to collections. The login information used is for the business utilizing the platform; essentially, any person needing to access this program will be able to.
- What platforms and/or service providers does ItsPayd utilize?
- How long does it take for my company to receive payment?
The payments processed through ItsPayd are done instantly and directly deposited into your account, however, depending on which financial institution your company utilizes it can take up to 48-96 hours for a payment to fully process.
Your payments are processed at Braintree and/or Dwolla and automatically deposited into the bank account set up in your merchant profile. ItsPayd does not keep credit cards on file. Visit Braintree and/or Dwolla for more information on how each provider secures your customers information.
- How will the transaction appear on my customers' Credit Card statement?
Your customers' credit card statements will show payments as made to your company.
- Do I incur any fees if my customer pays directly to the business after ItsPayd communications are sent out?
- In what ways does the customer have to access their invoice(s)?
Both parties have control over when a bill is paid. If a customer wishes to logon and access or pay their bill, they can do so under the Pay an Invoice tab and input the invoice number, resulting in a payment. However, they will not have access to an invoice code unless an invoice has been sent at least once to the customer.
- Is there an age limit on accounts I place in ItsPayd?
We recommend not placing accounts over 1 year old into ItsPayd. The chances of recovering money on accounts decreases dramatically when over 12 months in age.
- How do I cancel my subscription?
Please contact us at (855) 999-PAYD (7293) to cancel your account.
- Is there a cancellation fee?
ItsPayd is a month to month plan. Therefore, there are no penalties for canceling a plan.
- Can ItsPayd work with Quickbooks or other similar processors?
Our program is now fully integratable with Quickbooks.
If you seek further information on how ItsPayd can perform with your current systems, please contact us at (855) 999-PAYD (7293).
Our current API is located here: https://www.itspayd.com/api/docs.
- If I cancel my monthly plan what happens to the files in my account?
You will continue to receive payment on all actively paid plans, until completed. Non paying accounts will be cancelled.
- Why are automatic payment plans discontinued when an invoice is updated in Quickbooks?
Any time the balance of an invoice changes, the payment amounts that a user will have to make to resolve their invoice have to be recalculated. It is important that the end-user is aware of the payment amounts that they are agreeing to pay, so by requiring them to re-enter their details we are getting their consent to be billed for the agreed upon amounts.
- What happens when a payment is entered into Quickbooks for an invoice currently active in ItsPayd?
A payment event is recorded into ItsPayd and any active payment plans that a user is on are discontinued.
- What happens when an invoice is deleted in Quickbooks?
Your invoice in ItsPayd is marked as cancelled and any active payment plans that a user is on are discontinued.
- What happens when an invoice is voided in Quickbooks?
Your invoice in ItsPayd is marked as cancelled and any active payment plans that a user is on are discontinued.
- What are the costs associated with ItsPayd?
The Starter Subscription includes up to 10 statements for only $25.00 / month*. More information on ItsPayd’s subscription costs can be found here: ItsPayd Pricing page.
* Credit Card processing fees of 2.9% and $0.30 / transaction.
* ACH processing fees of 0.5% per Dwolla transaction ($0.01 min fee, $5 max fee) will be implemented. - Are there fees associated with my 14-Day Free Subscription?
Yes; ItsPayd waives the subscription price on your selected plan for your first 14 days of service. Every payment processed through ItsPayd has a $0.30 transaction fee, with an additional 2.9% fee for all credit card transactions and a fee of 0.5% per Dwolla transaction ($0.01 min fee, $5 max fee) will be implemented.
- What does my 14-day free subscription include?
The 14-Day Free Subscription includes all the perks associated with the Enterprise plan.
This includes:
- Unlimited Statements
- E-mail/Text Invoicing
- E-mail/Text Tracking
- Automated Follow-Ups
- Branded Logo Upload
- Instant Processing
- Transaction History
- Date/Time Scheduling
- Custom Messaging
- Batch Upload
* Credit Card processing fees of 2.9% and $0.30 / transaction.
* ACH processing fees of 0.5% per Dwolla transaction ($0.01 min fee, $5 max fee). - Do you offer a discount or referral program?
Yes; Call (855) 999-PAYD (7293) or email info@itspayd.com for further information.
- What is included in the ItsPayd subscription?
All ItsPayd subscription plans include:
- E-mail / Text Invoicing
- E-mail / Text Tracking
- Automated Follow-Ups
- Branded Logo Upload
- Instant Processing
- Transaction History
- Custom Date/Time Scheduling
- Custom Messaging
- Batch Upload
More information on ItsPayd’s subscription features can be found here: ItsPayd Pricing page.
- What happens when the balance of an invoice is changed in Quickbooks?
The balance of your invoice is adjusted in ItsPayd and any active payment plans that a user is on are discontinued.
- What is used as the "Statement Date" in ItsPayd?
The statement date defaults to the Quickbooks Invoice's due date.
- Do you charge the monthly subscription fee automatically?
Yes; your subscription fee is automatically charged to the credit card you provide when signing up for our services.
- What happens if I try to upload more files then my plan allows?
When uploading the first invoice over limit, you will be prompted to upgrade to the next subscription plan to meet your needs.
- What are the ItsPayd Special Features?
ItsPayd offers various Special Features that a merchant can add to their subscription.
These features include a Local Connectivity Number or Toll-Free Phone Number with a one time set up fee, then an additional cost per month. We also have custom Short Code Phone Numbers available for use.
More information on ItsPayd’s Special Features can be found here: ItsPayd Pricing page.
- Are there limits to sending text messages (SMS) to mobile phones?
Twilio, our SMS provider, does not have a limit on the number of messages we can send. We are, however, limited to sending 1 message per second. What that means is we can send 60 messages per minute. So if have 600 text messages to send, they would all go out in 10 minutes. Our SMS provider has designed the system to maintain compliancy so as not to violate their terms and conditions; a safety system designed to prevent abuse.
More information on Twilio's messaging can be found here: Twilio's Messaging. - What are the laws regarding text messages to mobile phones?
- Will there be a need to backup data?
ItsPayd takes the storage of your data seriously and takes every precaution to keep it secure. As a general rule, we do recomend that you back up your submitted data regularly, however.
More information about our security can be found here: ItsPayd Secuirty Policy. - Who has access to my companies information?
Your information is secured at all times, and will be only be accessible to our Administration team upon need.
- How is my company’s information secured?
ItsPayd takes the security of your data seriously. We take a multi-tiered approach to security that includes minimizing the sensitive data that we maintain, following best practices regarding the storage and transmission of data, and only partnering with the most trusted of providers.
ItsPayd follows industry best practices to ensure that your data remains safe. We require any access to ItsPayd websites to be encrypted via SSL. We additionally require that any files transferred to facilitate automation processes are done so in an encrypted state. Passwords are secured using one-way hashing with salts using algorithms designed to be computationally difficult.
We assure you, all of your information is safe with us. More information about our security can be found here: ItsPayd Secuirty Policy.
- Is Braintree compliant?
Braintree is a validated Level 1 PCI DSS Compliant Service Provider.
More information on their compliance infrastructure can be found here: Braintree Compliance.
- Is Dwolla compliant?
Financial institutions play an important role in the Dwolla network.
Dwolla, Inc. is an agent of Veridian Credit Union and Compass Bank and all funds associated with your account in the Dwolla network are held in pooled accounts at Veridian Credit Union and Compass Bank. These funds are not eligible for individual insurance, including FDIC insurance and may not be eligible for share insurance by the National Credit Union Share Insurance Fund. Dwolla, Inc. is the operator of a software platform that communicates user instructions for funds transfers to Veridian Credit Union and Compass Bank.
More information on Dwolla’s security infrastructure can be found here: Dwolla's Terms of Services.
- Is Twilio compliant?
- What happens if someone attempts fraud through my account?
- I am having login troubles.
Be sure the information you have inputted is case appropriate, and has no mistakes. Be sure you are entering in the information set for the Merchant associated with ItsPayd, not your personal/profile information.
Still having troubles? Call us at (855) 999-PAYD (7293).
- My company logo is not loading.
The file for your logo must be a .jpeg or .png, and will be resized to fit our messaging dimensions.
Still having troubles? Call us at (855) 999-PAYD (7293).
- I have uploaded a batch of invoices and I keep receiving error messages.
When uploading the invoices via the Batch Upload, be sure to align our drop down options with the columns in your upload.
Example below will lead to an error:
Drop Down .................. Your Columns
Customer Name ........ Customer Number
Invoice Date ................ Invoice Number
Email ............................. Mobile Phone - What forms of payment are accepted?
- What are the penalties for paying off early after starting a payment plan?
ItsPayd will never charge you a penalty for paying off your past due invoice, quicker.
- Can I pay my invoice in full?
Yes. You can choose to pay your bill in full, or one of the options that has been set up for you.
- How do I create a .csv file for uploading my accounts?
Most all invoicing software has the ability to export a .csv file. Simple upload your past due accounts into ItsPayd through import of .csv files.
Visit Quickbooks Support for information on exporting a .csv file from Quickbooks.
Feel free to contact our help desk with any questions (855) 999-PAYD (7293).
- I have chosen a payment option, but it will not process?
Check that the method of payment you are choosing is the method of payment you are using. Do not use an overdrawn, or non-working card. This will lead to decline of payment.
If any technical errors occur beside card malfunction, please contact us at for immediate assistance during our hours of operation at (855) 999-PAYD (7293).
- Why am I being billed by ItsPayd?
A company that you have done business with, or received service from, has been unable to get you to pay through their current billing services.
Said company has implemented ItsPayd to render your bill, in an attempt to;
- Offer options that may be better for you, in order to receive payment
- Acquire analytics on reluctance to pay
- Determine why customers aren’t paying
- Can I pay more/less than the agreed amount each month?
Once a plan is agreed upon, it is bound to the terms of that agreement. To terminate an agreed plan, and be issued an alternate plan, you will need to contact the credit department of the issuing company.
- What happens if a Credit Card expires before the terms of the payment plan?
If a customer inputs a credit card with an expiration date that expires within the terms of the selected payment plan, they will be prompted to select a payment plan within those parameters or enter an alternate credit cards information. Otherwise, they will need to enter different information to fulfill their ideal plan.
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