My customer can't open the payment link

Three things cause this, and you can tell them apart in a couple of minutes.

First, open the link yourself

1. Go to Open Orders → Payment Requests and click All.
2. Click the arrow at the start of the request’s row.
3. Click open link on the message.

If it opens for you, the link is fine and the problem is at the customer’s end — carry on below.

They see “cannot open the page” or “not a secure website”

This is nearly always their Wi-Fi. Ask them to turn Wi-Fi off on their phone and open the link again on their mobile data.

It is the most common cause by a distance, so try it before anything else.

The link has expired

Payment requests expire after seven days. Send it again from the three dots at the end of the row and the customer gets a fresh link.

Seven days is the standard setting. If your dealership wants a longer or shorter window, contact DealerWorks Support — it is a setting only we can change.

The request was cancelled

A red circle beside the amount means the request was cancelled, and a cancelled request cannot be paid. Send the customer a new one.

If none of that is it

Contact DealerWorks Support with the invoice or RO number, the amount, and exactly what the customer sees on their screen — the wording of the message matters.

Related: Send a payment request · Resend or cancel a payment request · Find a payment request you've sent · What your customer sees when they open the link · Taking a payment — start here