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I Can't Record a Payment


  • Cannot make a payment.
  • Unable to record payment on a bill.
  • Destination field is blank when I'm trying to record a payment. 
  • Client has an outstanding balance but the total open balance is $0.


  • Clio Manage

Additional Information:

  • n/a


  1. The Safari browser allows you to enter a comma in the Payment amount field, but you will not be able to Record the Payment
  2. The Client or the Matter has been deleted.
  3. There isn't an Operating Account set up. 
  4. Browser issue preventing the payment to complete
  5. There is a Clio Payment in "Authorized" status.


Resolution 1 - Commas:

  1. Click the Payment amount field 
  2. Remove the commas 
  3. Select Record Payment

 Resolution 2a - Recover Deleted Contact:

  1. As an Administrator, click Settings
  2. Click Recovery Bin 
  3. Click Filter to the right of the screen
  4. Select Contact and type the Client Name in the Search field and click Search
  5. Click Recover beneath the Client's name to re-associate them to the Matter
  6. Return to the Bill and choose Record Payment once again 

Resolution 2b - Create New Contact and Link to Matter:

  1. Edit the Matter with the deleted Client
  2. Click Create a contact in the upper left
  3. Complete the fields and click Save Contact
  4. Click Save matter
  5. Return to the Bill and choose Record Payment once again

Resolution 3 - Create Bank Account

  1. Navigate to the Accounts tab
  2. Select New
  3. Select an Account Type
  4. Enter in an Account Name
  5. Scroll down to the bottom and select Create New Bank Account
  6. Return to the Bill and choose Record Payment once again
  7. Choose this Bank Account at the Destination 

Resolution 4 - Clear cache:

  1. For steps to clear your browser's cache, please see here

Resolution 5 - Check Clio Payments Tab:

  1. Navigate to the Bill
  2. Click on the Clio Payments Tab to see if there were any payments made

    Note: If there is a Clio Payment in Authorized status, the Bill will still be in an Unpaid state. Once the payment is Completed, the Bill will change to a Paid state, and there will no longer be a balance due.


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