Understanding Your PayTabs Invoice & What Happens If It's Unpaid?

ℹ About This Article If you have received a reminder about an outstanding balance on your PayTabs account, this article explains how our billing and collections process works, what your options are, and what happens if an invoice remains unpaid. For immediate assistance, contact us at customercare@paytabs.com.

What you will find in this article?

• How to Settle Your Outstanding Balance
• The Collections Process: How It Works?
• Frequently Asked Questions
  • What happens if I do not pay within the specified deadline?
  • Can the payment deadline be extended?
  • Will I receive a warning before any action is taken against my account?
  • Why am I charged a monthly fee and a service fee, is this a duplicate?
  • I have already paid, why am I still receiving reminders?
  • Can I pay by bank transfer instead of the payment link?
  • Where can I get VAT/tax invoices for fees I have paid?
  • Can I request a fee waiver?
  • I did not agree to these fees, I want to close my account and get a refund on my setup fee.
  • Is there a cheaper plan available?
  • Can I pause or suspend my account for a few months?
  • My business has closed and the account is unused, am I still liable for outstanding invoices?
  • I have a pending dispute with PayTabs, does this pause the collection process?

How to Settle Your Outstanding Balance

The fastest way to settle is via the payment link included in your reminder email. It accepts Mada, Visa, Mastercard, and Apple Pay and reconciles automatically, if your account was suspended, reinstatement follows promptly once payment is confirmed.

If you prefer to pay by bank transfer, contact our support team for bank details specific to your market and always quote your invoice number(s) in the transfer reference. Allow 1-2 business days for a transfer to be reflected, and share your transfer confirmation to speed up matching.

✅ Settling your invoice at any point in the process stops the reminders and any escalation immediately.

The Collections Process: How It Works?

⚠️ No action happens without prior notice. Before any suspension or escalation, you will have received multiple reminders followed by an explicit final warning. If your contact details have changed, please update them with our support team so notices reach you.

Frequently Asked Questions

What happens if I do not pay within the specified deadline?

If an invoice is not settled by its due date, it is marked overdue and enters our automated reminder (dunning) process. You will receive a series of escalating reminders by email, SMS, or WhatsApp, each containing a payment link. If the balance remains unpaid after the final notice, your account may be referred for formal escalation. Settling the invoice at any point stops the process immediately.

Can the payment deadline be extended?

Invoice due dates follow your merchant agreement and are not extended automatically. If you are facing a genuine short-term difficulty, contact our support team before the due date. Extensions or instalment arrangements are exceptional, assessed case by case, and must be confirmed in writing by PayTabs, a request on its own does not pause the reminder process.

Will I receive a warning before any action is taken against my account?

Yes. No suspension or escalation happens without prior notice. Before any action, you will have received multiple reminders across email, SMS, and/or WhatsApp, followed by an explicit warning stating the action and the deadline to avoid it. Every notice includes a payment link so you can settle immediately. If your contact details have changed, please update them with our support team so notices reach you.

Why am I charged a monthly fee and a service fee, is this a duplicate?

These are two separate charges under your agreement, not a duplicate. The monthly fee is the fixed recurring platform/subscription fee for your PayTabs account. The service (usage) fee is calculated from your actual transaction volume for the month at the rate in your agreement. Depending on your setup, you may also have paid a one-time setup fee at activation. Each invoice states the fee type and the period it covers.

I have already paid, why am I still receiving reminders?

Usually one of three reasons:

• Your payment and our reminder crossed, payments via link reconcile within minutes, but bank transfers can take 1–2 business days.
• The reminder relates to a different invoice or period than the one you paid.
• Your payment reference did not match an invoice in our system.

Check the invoice number on the reminder against your payment receipt. If a paid invoice is still showing as outstanding, send your proof of payment and the invoice number to our support team and we will reconcile and correct it.

Can I pay by bank transfer instead of the payment link?

The payment link is the fastest option, it reconciles automatically and triggers reinstatement without delay. If you prefer a bank transfer, contact our support team for the bank details for your market and always quote the invoice number(s) in the transfer reference. Please allow 1-2 business days for the transfer to be reflected, and share your transfer confirmation with support to speed up matching.

Where can I get VAT/tax invoices for fees I have paid?

A tax invoice is issued for every fee charged, and a receipt is generated once it is paid. Copies are sent to your registered email at the time of invoicing. If you need copies for your records or tax filings, contact our support team with your Merchant ID and the period required and we will send the VAT invoices and receipts. Statements covering all invoices for a period can also be provided.

Can I request a fee waiver?

The fees on your account are contractual, so waivers are not standard practice. In exceptional circumstances a waiver or adjustment may be considered case by case and requires formal approval by PayTabs. You can submit a request with the reason to your account manager or our support team. Please note that submitting a waiver request does not suspend the invoice, its due date, or the reminder process unless PayTabs confirms otherwise in writing.

I did not agree to these fees, I want to close my account and get a refund on my setup fee.

Setup, monthly, and service fees are part of the merchant agreement and the platform terms accepted during onboarding. The setup fee covers the onboarding, configuration, and activation work on your account and is non-refundable once the account has been activated. You may request account closure at any time to stop future fees, fees invoiced up to the closure date remain payable. If you believe fees were applied in error, raise a dispute with support and we will review it.

Is there a cheaper plan available?

Your current fees reflect the plan and rates in your merchant agreement. Pricing options vary by market, business type, and processing volume. If your business circumstances have changed, contact your account manager or our sales team to review whether a different plan fits your needs. Any plan change applies from the date it is agreed, it does not change invoices already issued.

Can I pause or suspend my account for a few months?

We do not currently offer a dormancy or pause option, monthly fees continue to apply while the account remains active, whether or not it is used. If you expect a long period of inactivity, your options are to keep the account active and continue paying the monthly fee, or to request closure and re-onboard when you are ready. Contact support or your account manager to discuss which option suits you best.

My business has closed and the account is unused, am I still liable for outstanding invoices?

Yes. Fees invoiced while your account was active remain payable even if the business has since closed or the account is no longer in use. Charges only stop once you formally request account closure, an unused account is not automatically a closed account. If your business has closed, contact support to request closure, stop future fees, and settle the outstanding balance. If you believe specific invoices were raised after the account should have been closed, flag them to us and we will review.

I have a pending dispute with PayTabs, does this pause the collection process?

A logged dispute places the specific amount in dispute under review, and we will not escalate that amount while the review is ongoing. It does not pause collection on the rest of your balance, undisputed invoices remain due on their normal dates and follow the normal reminder process. To ensure a dispute is properly logged, raise it in writing with our support team quoting the invoice number(s) and reason. You will receive the outcome in writing; any amount found not to be due is cancelled or refunded.