Troubleshooting Invoice Status of Pending or Open Following Payment
Use this guide to resolve invoices that remain Pending or revert to Open after submitting a payment in the Broker Portal.
Problem
A payment has been submitted, but the Invoice still shows as Pending or has reverted to Open.
Solution
If this is the first time using a specific bank for invoice payments in the new Broker Portal, Stripe will send an email with instructions to confirm your bank information. Until this confirmation is completed, the payment cannot be fully processed, and the invoice may continue to display as Pending or Open.
Follow the steps below to resolve the issue and prevent it from happening again.
1. Check for “Action Required” on the Invoice
Open the affected Invoice in the Broker Portal.
Look at the bottom of the invoice for a notation such as “Action Required” and a link.
Click the link to open the instructions from Stripe for verifying this payment.
Complete the verification steps as instructed by Stripe.
After verification, return to the Broker Portal and confirm the Invoice status has updated.
2. Check Your Email for Stripe’s Confirmation Instructions
Check the email inbox for the address used when making the payment.
Look for an email from Stripe with instructions to confirm or verify your bank information for the payment.
Follow the link in that email and complete the confirmation process.
If you do not see the email, check your Spam/Junk folder and search for “Stripe” or “payment verification”.
3. Save the Payment Method to Avoid Re‑Verification
When you make a payment and reach the payment screen, ensure you check the box to save the payment method.
Once the payment method is saved, future payments using that method for the same broker account will not require this verification step again (as long as the saved method remains valid).
4. Bypass Manual Verification by Using Bank Search (Recommended)
On the payment screen, select the option to search for your bank.
If your bank appears in the search results, select it.
A secure login modal will appear, allowing you to log in to your bank and connect the account instantly.
Once connected, no separate microdeposit or email confirmation step is required for that payment.
Again, be sure to save the payment method so you don’t have to repeat the login process in the future.
5. If the Invoice Still Shows Pending or Open
After completing the verification steps, wait a short period to allow Stripe and the Broker Portal to sync the updated status.
Refresh the Invoice page.
If the Invoice still shows Pending or Open after verification has been completed, contact support via the service desk portal.