Occasionally, a client may not pay an invoice on time — or at all. This article covers what to do when that happens, how to prevent it from recurring, and when to involve our team.
Step 1: Check if it’s a technical issue
Before reaching out to your client, it’s worth checking whether the non-payment might be due to a technical issue rather than the client choosing not to pay. Common causes include:
- SEPA Direct Debit delays — SEPA payments can take up to 6 business days to process. The invoice may still show as “Processing” during this time. See Understanding the flow of funds from client payments to payouts.
- Invoice not received — the client may not have seen the invoice notification. You can resend the invoice from your invoicing dashboard.
Step 2: Reach out to your client
If the payment issue isn’t technical, we recommend reaching out to your client directly. In most cases, a friendly reminder is all it takes. You can message them through the platform or contact them however you normally communicate.
Keep the conversation professional and empathetic — there may be circumstances you’re not aware of. If needed, you can discuss a payment plan or alternative arrangement directly with your client.
Step 3: Let us know
If you’ve spoken with your client and are still unable to collect payment, please contact our support team. We can:
- Flag the client — we’ll add a note to the client’s account to help protect other therapists on the platform from potential non-payment.
- Advise on next steps — depending on the situation, we may be able to suggest additional options.
⚠️ Important: As an independent practitioner, payment collection is ultimately between you and your client. It’s Complicated does not handle payment disputes or debt collection on your behalf.
How to prevent non-payment
The most effective way to avoid payment issues is to collect payment before the session takes place. It’s Complicated’s prepay feature lets you require clients to pay when they book, so you never have to chase an invoice after the fact.
Here’s how prepay helps:
- Payment is collected at booking — the client pays when they schedule the session, not after it.
- No-shows are covered — since payment is already collected, you’re protected if a client doesn’t attend.
- Less admin for you — no need to send invoices manually or follow up on unpaid sessions.
To use prepay, simply send the appointment to your client as a prepay booking — they’ll be asked to pay when they confirm. For more on how invoicing works, see Getting started with It’s Complicated invoicing.
💡 Tip: Many therapists on It’s Complicated use prepay as their default payment method. It’s especially useful for new client relationships where you haven’t yet established a payment pattern.