# Troubleshooting

> Fixes for common problems with sign-in, sending, payments and the phone apps.

Source: https://support.billingmart.com/troubleshooting
Updated: 2026-10-26

- [My customer did not get the email](https://support.billingmart.com/troubleshooting/customer-did-not-get-the-email.md): Why an invoice or reminder email may not reach a customer, what to check first, and how to get the pay link to them another way.
- [A payment failed or was declined](https://support.billingmart.com/troubleshooting/payment-declined.md): What a customer sees when a card payment fails, what Declined, Failed and Not confirmed mean on your side, and what to do for each.
- [An Agent request did not run](https://support.billingmart.com/troubleshooting/agent-request-did-not-run.md): Why a request from the Agent or a connected assistant is still waiting, expired, was refused or never started, and what to check for each.
- [I cannot sign in](https://support.billingmart.com/troubleshooting/cannot-sign-in.md): What to check when sign-in fails on the web, iPhone or Android, from a wrong password to a second-step code, an unverified email or an invitation.
- [A file did not attach to a work record](https://support.billingmart.com/troubleshooting/upload-did-not-attach.md): What each upload state means, why a file shows Not attached, the size and type limits, and how to try again.