Troubleshooting
The short list of things support hears about most, and how to sort them out yourself.
Invoicing and sending
Section titled “Invoicing and sending”My customer got chased twice
Section titled “My customer got chased twice”Your accounting system’s reminders are still switched on. Sawfish should be the only system chasing - turn Xero’s or MYOB’s off, as covered in the setup checklist.
I approved an invoice but it hasn’t gone out
Section titled “I approved an invoice but it hasn’t gone out”Approved invoices go out at your organisation’s scheduled send time. Approve after today’s run and it waits for the next one - Sawfish tells you when that’s the case. If it’s urgent, send it manually from the invoice.
The client says they never received it
Section titled “The client says they never received it”- Open the invoice and check the Recipients card - it lists exactly who that invoice goes to. If someone edited the list when the invoice was sent, that edit sticks for every reminder and re-send on it. See Who receives the invoice.
- The activity panel records every send, with timestamps. If nothing is listed, it never left.
- Check the client’s main contact email on their Client Details tab - that’s the default address invoices go to.
- Use Resend on the invoice, and ask them to check junk mail.
- Recurring problems for one client? Add their accounts inbox as a contact person flagged to receive all communications.
I sent an invoice straight from Xero or MYOB by mistake
Section titled “I sent an invoice straight from Xero or MYOB by mistake”That copy has no payment link, no reminders, and no tracking. Send the Sawfish copy as well so the customer has a way to pay, and let them know which one to use.
An invoice is paid in my accounting system but still Pending in Sawfish
Section titled “An invoice is paid in my accounting system but still Pending in Sawfish”Reconciling an invoice in Xero or MYOB normally flows straight back - Sawfish marks it paid, mirrors the payment onto the invoice, and reminders stop. It runs off your accounting system’s update events, so give it a few minutes.
If one is still sitting Pending well after you reconciled it, the update didn’t reach Sawfish. Record it as a manual payment to stop the reminders chasing a customer who has already paid, and tell the Sawfish team - they can re-pull that organisation’s pending invoices from your accounting system and pick up anything that was missed.
Payments
Section titled “Payments”A payment shows as Failed
Section titled “A payment shows as Failed”The invoice is still owed. The failure reason is kept on the payment record - open it from the Payments list. Most failures are the customer’s card or bank declining; ask them to try again or use another method.
The invoice says “Paid - pending settlement”
Section titled “The invoice says “Paid - pending settlement””Money’s been taken, it’s clearing the gateway. Nothing to do - it moves to Paid on its own, and the customer is settled either way.
A customer is asking about a surcharge
Section titled “A customer is asking about a surcharge”There isn’t one. Surcharging is switched off across Sawfish - no payment method adds a fee to what the payer pays, so the amount they’re charged is the invoice amount. If a customer is seeing something different, check whether they’re looking at an older invoice or a payment taken outside Sawfish. See Fees and payment method controls.
I can’t refund a payment
Section titled “I can’t refund a payment”Check each of these: refunds are enabled for your organisation, there’s a card on file under Settings → Billing, the payment completed, and it hasn’t already been paid out to you. Full details in Refunds.
A late fee appeared that the client is querying
Section titled “A late fee appeared that the client is querying”Late fees are applied automatically once enabled, after the grace period, and Sawfish checks overdue invoices hourly. They only apply to invoices issued after you switched them on. See Late fees and early payment discounts.
Reminders and SMS
Section titled “Reminders and SMS”SMS messages aren’t sending
Section titled “SMS messages aren’t sending”SMS draws on your Sawfish wallet balance. Top up under Settings → Billing and check SMS reminders are switched on in Settings → Invoice Notifications.
Reminders are still going to a paid invoice
Section titled “Reminders are still going to a paid invoice”Reminders stop the moment an invoice is marked paid or voided in Sawfish. If they’re still running, the invoice isn’t marked paid in Sawfish - see the accounting-sync item above.
Clients and CreditGuard
Section titled “Clients and CreditGuard”A credit check came back blank
Section titled “A credit check came back blank”It happens with very new or very small entities. Re-run it at no extra cost.
I can’t run a credit check on a client
Section titled “I can’t run a credit check on a client”Checks run against the ABN. Add the client’s ABN on their Client Details tab first.
I’m getting CreditGuard emails I don’t want
Section titled “I’m getting CreditGuard emails I don’t want”Opt out of alert emails in your own team profile - monitoring keeps running for the organisation, only your emails stop. See Notification preferences.
Access and accounts
Section titled “Access and accounts”A team member can’t get in
Section titled “A team member can’t get in”Have them use Reset password on the login screen. If they never accepted the original invitation, re-send it from Settings → Team.
Someone I removed can still see our data
Section titled “Someone I removed can still see our data”They can’t. Access ends immediately, not at their next sign-in - they’ll get a no-access screen. If they’re still seeing something, they’re probably in a different organisation they also belong to.
I’ve lost my two-factor device
Section titled “I’ve lost my two-factor device”Contact the Sawfish team to get 2FA reset on your account. Every sign-in requires it, so it can’t be skipped.
Mobile
Section titled “Mobile”I can’t see Tap to Pay in the app
Section titled “I can’t see Tap to Pay in the app”Tap to Pay has to be enabled for your organisation, and it’s iPhone only. If it’s missing from Settings → Tap to Pay, contact the Sawfish team.
A card won’t tap
Section titled “A card won’t tap”Some cards can’t complete a contactless transaction requiring a PIN. Ask for another contactless card or a digital wallet, or take the payment another way - see Tap to Pay on iPhone.
Still stuck?
Section titled “Still stuck?”Email hello@sawfish.com.au or get in touch via sawfish.com.au/contact. Quoting the invoice number or the payment’s transaction ID gets you an answer fastest.