A payment link cannot be created or opened
Use this when Copy payment link or Send payment link email is not available on an order, or when a customer reports that a link they received does not open or shows no payment methods.
1. Check the open amount
Payment links exist to collect an open amount. On the order Overview, check the gross total and whether Open items remain; on the Documents tab, check the invoice's open amount. A fully paid order or invoice offers no link — that is correct behavior, not a fault.
2. Check the order state
A canceled or expired order does not get a new payment link. Check whether the order state is Canceled or Expired and whether the order was auto-canceled after a payment timeout — see Find an auto-canceled or abandoned order. If the customer still wants to buy, create a new order instead of reviving the old link.
3. Check whether the action lives on the invoice
The link action can belong to the invoice rather than the order. If the order has a finalized invoice with an open amount, open the invoice and use its payment link actions there. Send or copy a payment link walks through choosing the right action.
4. Check the payment provider
Payment links are supported for the Stripe, PayPal, Saferpay, and Authorize.Net payment flows. If the account's methods come from another provider integration, a method can work in the shop checkout but never on a payment link — see Troubleshoot Klarna and pay-by-link payment methods. Confirm the provider connection itself with Check payment provider setup before contacting support.
5. Check whether the link expired
Payment links are time-limited: a link stops working one week after the invoice due date, or one week after it was generated, whichever is later. When a customer reports a dead link, check its age first, confirm the open amount still exists, and send a fresh link instead of debugging the old one.
Expected result
You can explain the missing or failing link as a paid order, a canceled or expired order, an action that lives on the invoice, an unsupported provider flow, or an expired link — or you have ruled all of these out and can escalate.
Before contacting support
Collect:
- order number and invoice number
- order state, payment state, invoice state, and open amount
- when the link was generated and the invoice due date
- provider and payment method involved
- the exact customer-facing error, with date and time of the attempt
