FAQ & troubleshooting

Answers to the questions we hear most. Use ⌘K to search the rest of the docs if yours isn't here.

#Getting started

How do I create my first invoice? Follow the Quickstart: create your account, set up your organization, add a customer, then create an invoice.

Do I need to pay to use PaidFast? No. The Free plan lets you invoice at no cost, with lower monthly limits. Upgrade to Starter for higher limits and automation.

#Invoices & sending

My customer says they didn't get the invoice. Check the customer's email is correct, resend from the invoice, and confirm delivery in the Activity feed. You can also download the PDF and share it yourself in the meantime.

Can I send invoices over WhatsApp? Yes, on Starter. See WhatsApp. On Free, invoices send by email.

Why does WhatsApp ask me for a code? The first time your support phone sends a command, and every 90 days after, PaidFast emails a code to the address your business registered with. It stops someone who gets hold of the phone, or spoofs the number, from using your account. See WhatsApp.

Why must I enter a VAT % on every line? So no invoice goes out with tax left out by mistake. Type 16 or 16%, or 0 for items with no VAT. See Create an invoice.

Can I bill a customer in another currency? Yes — choose the currency and exchange rate on the invoice. See Currency and foreign invoices.

#Payments

A customer paid but the invoice still shows unpaid. Online payments are confirmed with the provider first, which usually takes seconds — check the Activity feed. If it still hasn't updated, confirm the customer completed the Pesapal checkout. For payments made outside PaidFast, record them manually.

Which payment methods can my customers use? On Starter, cards and mobile money through Pesapal, once you connect your Pesapal account, plus manual payment confirmation. On Free, the pay link offers manual payment confirmation only — the customer pays you directly and you confirm it.

How do I record a cash or bank payment? Open the invoice and record a manual payment.

#Reminders & receipts

Does PaidFast chase late payers for me? Yes — turn on automated reminders (Starter). They stop once the invoice is paid.

Where are my receipts? Every payment issues a receipt automatically; find them all under Receipts.

Can PaidFast send customer statements automatically? Yes — automatic statements (Starter) send every customer their statement on a schedule, by email or WhatsApp, with no manual work.

#Account & plans

What are the plan limits? Free: 5 invoices, 5 customers, 10 quotations per month. Starter: 30 invoices, 50 customers, 100 quotations. See Plans.

How do I upgrade or cancel? Manage your subscription under Billing in the sidebar (Plans & billing). Cancelling keeps Starter until the period ends, then reverts to Free — your data stays intact.

I have a discount code. Enter it at checkout when upgrading — see Coupons & discounts.

What emails does PaidFast send me, and how do I stop them? Besides invoices, receipts and account emails (which always arrive), PaidFast may send you a Monday summary (what you're owed, what's overdue, what came in last week), setup tips and plan reminders (for example, a nudge to send your first invoice, or when you're near your plan's invoice limit) and PaidFast news. Each one has its own unsubscribe link at the bottom, and you can turn each on or off under Settings → Sign-in & emails. Each person chooses for themselves.

#The customer portal

Do customers need an account? No password needed. They open a document link, or sign in with the email/phone you hold using a one-time code. See How customers sign in.

#Still stuck?

If something isn't covered here, search the docs with ⌘K, or reach out to PaidFast support.