Issue:
- Clio Payments notifications for failed transactions are going to a different, older email address even though the Clio login email has been changed to a new email. Hence, the user is not receiving emails for failed Clio Payment notifications.
Environment:
- Clio Manage
- LawPay
Additional Information:
- This happens when a user has Clio Payments set up and changes their login email. This resolution is only for when failed notifications are going to the incorrect email address.
Cause:
- LawPay has two email address locations; one for successful transactions, and one for failed transactions. When you change your login email in Clio, this sends LawPay a notice to change the successful transactions email. As a result, the failed transactions email does not get updated, and so will need to be manually done so through LawPay.com.
Resolution:
Here is the LawPay support article going over the steps to change the email address:
- Go to Lawpay.com
- Click your name on the top right-hand corner
- Click Settings
- Make sure you are viewing the Payment Settings tab
- Enter in the correct email in the Failed transactions and click the Enter key on your keyboard
- Click Save Changes