What do all the Pending, Open, Paid, Processing, Retrying and Failed payment status labels mean in the KIS App?

Paid means it's been paid. Yay 🎉

Pending means the charge has been submitted by you but is in the one hour time delay. If you click on it, you can still cancel it if you’ve made the charge in error.

Open means you've sent the customer an invoice (usually after your first lesson) but they haven't paid yet.

If it's been sitting here for a while, you can click on the charge and press "copy link" (pictured below) to get a link to the payment gateway. The link will go to the customer's individual invoice (pictured below too)

Sending the Customer their invoice payment link

Click on the charge that hasn't been paid yet. A payment link will appear as shown below. You can copy this link to send directly to the customer.

The link will lead to the customer's invoice as shown here:

Processing means the customer has initiated their payment, but it could take some while for it to complete and make it into your account.

Failed means the student’s payment has didn’t go through. Don’t stress, this happens all the time! It could just be that the student’s card details require updating. You never need to chase up payments as we take care of it!

It could also mean that the customer is paying with direct debit. Payments pending from direct debit shows up as "failed" on tutors' KIS App.

Retrying means the student’s payment has didn’t go through the first time, and we're trying to complete the charge again. Don’t stress, this happens all the time! It could just be that the student’s card details require updating. You never need to chase up payments as we take care of it!

KIS chases payments for you, so you do not have to worry about that. However, if you notice that an invoice has been unpaid for more than 60 days, you can send us a message on #help channel or send an email to contact@kisacademics.com to make us aware of it as it may have slipped our system.

No, you do not need to, but you can remind students if you want to. Sometimes if a customer is difficult to contact on our end, we may have to trouble you to reach out too, but those are very rare circumstances! 

For more information, check out this article: Do I need to Chase up Late Payments?