Why are my HitPay payment requests not showing as paid?
The HitPay help pages give 4 common reasons. The first to rule out: A payment request stays pending until the customer pays it, so requests you have sent do not count as payments yet.
Is it broken, or just quiet?
A number can fall because fewer people came, or because something stopped counting them. Below are the causes the HitPay help pages give, and how to check each one yourself.
What causes it?
A payment request stays pending until the customer pays it, so requests you have sent do not count as payments yet.
In the HitPay help:
Default when a payment request is created: open for payment.
Get Payment Status, read 2026-11-12.A payment request with an expiry can run out of time before the customer pays it.
In the HitPay help:
No longer payable because time ran out when either expiry_date or expires_after is set..
Get Payment Status, read 2026-11-12.A payment request can be cancelled, by a person or by the system, before anyone pays it.
In the HitPay help:
Manually or systematically voided (e.g. terminal flow canceling a pending request).
Get Payment Status, read 2026-11-12.A payment link that has been switched off can no longer take payments.
In the HitPay help:
Payment link deactivated by the merchant.
Get Payment Status, read 2026-11-12.
How do I check it myself?
Look at each request's status to see whether it was paid, failed, ran out of time or was cancelled.
In the HitPay help:
The status of the payment request. The value can be pending, completed, failed, expired, canceled or inactive.
Get Payment Status, read 2026-11-12.If a customer says they paid by card but you cannot see the payment, HitPay suggests checking the card statement for confirmation.
In the HitPay help:
Check the card statement for confirmation if it was a card payment.
Payments, read 2026-11-12.
How would I know the day it starts?
- Feder reads your successful payments and your revenue from HitPay each day and compares each day with your own history.
- It tells you when successful payments go quiet or either number moves outside its usual range.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See what Feder reads from HitPay App, which feeds Wins. Feder only reads. It never changes anything in HitPay App.
What else goes wrong with these numbers?
- Why doesn't my HitPay revenue match what I collected?HitPay
- Why did my HitPay successful payments drop?HitPay
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the HitPay help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.