Account screen sections

The cards that make up the Account screen: the header, the customer's details, their saved payment methods, and their transactions and agreements. Comments and the audit history appear here too and are described in Sections on every screen.

Account header

The account header is the strip at the top of a record that tells you whose record you are looking at: the customer's name, company, reference and contact details, plus a few flags that need attention before you go further. It answers "who is this, how do I reach them, and is there anything I should know about this account right now".

Where it appears

At the top of the Account, Contract and Transaction screens, and above the account's own edit and payment-method screens. The action buttons (Edit, New Payment, Add Payment Method) and the duplicates and no-payments flags only appear on the Account screen; everywhere else the header is read-only.

What it shows

Name — the customer's first and last name, next to a person icon. If the account has no first or last name recorded, the account's name is shown instead; if there is no name at all you see No Name in italics.
Company — shown after the name, separated by a dot, when the account has a company recorded. It is left out when the company is simply the same as the name already shown.
Account reference — the account's reference code. On the Contract and Transaction screens it is a link that opens the Account screen; on the Account screen itself it is plain text with a copy button next to it.
Email and Phone — the contact details on the account, on a second line, separated by a dot when both are present. Either is left out if it is not recorded.
DUPLICATES (amber badge, Account screen only) — other accounts look like the same person or company. The badge itself appears on every instance, once the duplicate check has finished; no badge means no likely duplicates were found. The section that lists the matches, and the control that links them together, are enabled for one organisation only, so elsewhere the badge is a prompt to check by hand before creating anything new.
No Payments (blue badge, Account screen only) — the account has never had a transaction. It appears once the account's transactions have loaded; if the account has any transaction at all, the badge is not shown.

What you can do

Control	What it does
Account reference	Opens the Account screen. Only a link when you are on another record; on the Account screen it copies the reference instead.
Edit	Opens the account's details for editing. Shown on the Account screen to users with account-edit permission, when account editing is enabled.
New Payment	Takes a payment from this account now, through the secure checkout, which opens inside the page below the header. If more than one web channel is live you are first asked to Select the channel to process the payment through, then Confirm (or Cancel to go back). Rules: Take a one-off payment.
Add Payment Method	Saves a new card or bank account against the account without taking a payment, through the same checkout below the header. If more than one legal entity is active you are first asked to Select the legal entity to add a payment method to, then Confirm (or Cancel to go back). Rules: Save a payment method without charging it.

Things to note

New Payment and Add Payment Method appear only on the Account screen, only to users with payment permission, and only when the matching feature (taking payments by phone, or saving payment methods) is enabled for your organisation. They also need at least one web channel set up; with none, the buttons are hidden.
The button shows a spinner while the checkout is being prepared. If the checkout cannot be started, a message tells you so and nothing is changed.
New Payment is a one-off payment unless recurring payments are enabled for your organisation, in which case the checkout is not limited to a one-off.
The channel picker only lists channels that are live; channels that are being run down or have been archived are not offered.
The header does not show the account's address or tags; those are in the account details section of the Account screen.

Account details

The Contact Details card is the customer's contact record as you hold it: who they are, how to reach them, where they live, and the references you have tagged them with. It answers "is this the right person, and are their details current?" before you take a payment, send a receipt, or look into a query.

Where it appears

On the Account screen, directly beneath the account header.

What it shows

Each line appears only when the account has something recorded for it, so a short card simply means less is known about the customer.

Name — the customer's full name as recorded on the account. It is shown whenever a first or last name has been entered. If the account has a first or last name but no full name on record, the line reads No Name in italics rather than being left blank.
Email — the email address held for the customer. This is where receipts and other emails to the customer are sent.
Phone — the customer's phone number, exactly as it was entered.
Address — the customer's address on one line. When the address includes a country, a small flag for that country appears before it.
Tags — each of the account's tags as a separate label. Tags are free-text references your organisation attaches to an account, such as a policy or membership number, and can be used to find the account in a search.

When the account has none of these details, the card header shows None and the card stays collapsed; there is nothing inside to open. Otherwise the card opens expanded, and you can collapse it with its header to save space.

What you can do

Control	What it does
Edit (in the account header, above this card)	Opens the account for editing so you can correct or complete any of these details, on the Create or edit an account screen. Shown if account editing is enabled for your organisation and you have permission to edit accounts. Rules: Update an account.

Things to note

The card itself is read-only; all changes are made through Edit.
The values here are what your organisation has recorded against the customer, whether entered by staff, supplied by the customer during checkout, or synchronised from your CRM. They are not taken from the card or bank details used to pay.
The account's reference, and the company name where one is recorded, are shown in the account header rather than in this card.
Which details exist at all depends on the account form configured for your organisation; a site that does not collect addresses, for example, will never show an Address line.
Saved cards, transactions and contracts have their own cards further down the account.

Saved payment methods

The Saved Cards section lists the cards and bank accounts held against an account, so you can see what the customer can be charged on, which of them are in trouble, and which have been retired. It answers "what can this customer pay with, and is it still good?"

Where it appears

The section is always present; when the account has no saved payment methods at all it is greyed out and cannot be opened.

What it shows

The section header carries a count of the active methods (greyed when it is zero) and, only if there are any, a count of the archived ones. Inside, the methods are listed newest first, one row each.

Column or item	What it tells you
Card logo	The card scheme or payment type (Visa, Mastercard, and so on). No logo is shown for a method of an unrecognised type.
Last four digits	The card number, masked to its last four digits. For a method with no card number, such as a bank account, the method's name is shown instead.
exp	The card's expiry month and year (MM/YY). Not shown for methods that do not expire.
Source badge	How the method was captured: ECOM for the customer's own online checkout, MOTO for a card taken over the phone by an operator, SCHEDULER for one saved as part of a recurring or scheduled arrangement. Any other source is shown by name.
Status badge	The state of the method: ACTIVE (green) can be charged; FAILING (red) means the most recent attempt to charge it did not go through, so it needs attention; ARCHIVE and INACTIVE (grey) are retired and can no longer be charged.
Date and time	When the method was saved against the account, in your local time.
Reference	The method's identifier, useful when quoting it to support.
Gateway	The payment processor the method is held with.
Last used	How long ago the method was last charged ("Last used 3 days ago"). Not shown if it has never been used.

Statuses in plain words:

Active: usable now. A card past its exp date still shows here for six months after its expiry month, so you can see that the customer needs to provide a replacement.
Failing: the last charge against it failed. It stays in the Active list so it is not lost from view; a contract paying with it will keep failing until the customer gives a new payment method.
Expired: there is no separate expired list. Read the exp date: once a card is more than six months past its expiry it drops out of the list altogether.
Archived: retired, either by an operator or by the customer deleting the card from their checkout. Shown only under the Archived switch, together with methods marked inactive. Neither can be charged again.

What you can do

Control	What it does
Active / Archived switch	Changes which list is shown, with the count of each in brackets. Only appears once the account has at least one archived or inactive method; otherwise only the active list is shown.
Open a payment method	Click a row to open it. Opens the Payment method screen, where the full details, the contracts and transactions using it, and the Archive action are found.
Showing 10 / 20 / 50 / 100, Previous, Next	Page through the list when there are more methods than fit on one page.

Things to note

Archiving is not done from this section. Open the method and use Archive on the Payment method screen. Rules: Archive a saved payment method.
Only active, failing, archived and inactive methods are listed. A single-use method, or one the system has marked failed or expired, does not appear in either list; reach it from the transaction that used it.
Card numbers are never shown in full.
The counts in the header and the switch always match the lists; both refresh when the checkout closes after a payment or a new method is added on the account.

Account transactions

The Transactions card lists every payment, authorisation, capture, void and refund recorded against one customer, newest first, with a running count by outcome in its header. It answers "what has this customer paid, what failed, and what has been given back?" without leaving the account.

Where it appears

On the Account screen, beneath the saved cards and above the contracts.

What it shows

The card header

Transactions is followed by a count for each outcome: APPROVED, IN PROGRESS, DECLINED, UNATTRIBUTED, UNRESOLVED and REFUNDED. Refund transactions themselves are not counted; a transaction that has had a refund taken against it is counted under REFUNDED as well as under its own outcome, so the counts can add up to more than the number of rows. The outcomes mean the same as the Status filter options below.
When the account has no transactions at all the header shows 0 and the card cannot be opened.

The list

Inside the card is the same list as the Transaction search screen, already narrowed to this account. Each row has a left block (who and what) and a right block (how much and what happened). Reading left to right, top to bottom:

Element	What it tells you
Customer name	The customer's first and last name, or No Name in italics when neither is recorded.
Company	A building icon followed by the company name, when one is recorded.
Date	When the transaction was created; failing that, when it settled; failing that, when it was recorded. Shown in your local time as, for example, Mar 23, 2026 14:05.
Reference	The receipt reference, after a dot. Any part of it that matched your search term is highlighted.
Refund badge	Shown only on a transaction that has had a refund taken against it (never on the refund row itself). FULLY REFUNDED (dark badge) when nothing is left to refund; otherwise a light grey badge with the amount refunded so far, for example £10.00 REFUNDED.
Capture badge	On an authorisation, a light grey badge: FULLY CAPTURED once the whole authorised amount has been taken; otherwise the amount captured so far, for example £10.00 CAPTURED; or VOIDED if the authorisation was released instead.
OPEN	An amber badge on an authorisation that still has money held and can still be captured. It disappears once the authorisation is captured (unless the gateway allows several captures), voided, declined by the gateway, or expires.
Contract line	What the transaction was paying, as a second line: the checkout ID (only when one was supplied rather than generated), then the contract's description, or its initiative when there is no description and the initiative is not the general one, then, for a recurring contract, the amount and frequency (and the number of payments when fixed, for example £10.00 / Monthly x 12), or, for a scheduled contract, the amount and the number of instalments. The line is left out when the transaction is a plain one-off payment with nothing to add. The checkout ID is highlighted when it matched your search.
Source icon	On payments and authorisations only, how the payment was made: a laptop for online, a smartphone for an app, a handset for a payment entered by staff over the phone, a calendar for a scheduled payment, a receipt for a card-present payment, and an outward arrow for a transaction imported from elsewhere.
Action badge	A light grey badge shown on everything except a plain payment: AUTH, CAPTURE, VOID or REFUND.
Amount	The transaction amount in its currency. Highlighted when it matched your search.
Outcome	A green tick when the transaction was approved. A red cross when it was declined, could not be attempted, or was abandoned at the bank's verification step. Otherwise a badge: PENDING (blue) while it is still settling; UNRESOLVED (amber) when the gateway's final answer is still being reconciled; UNATTRIBUTED (amber) when it was approved but not yet matched to the contract it was paying.
Reason line	Shown in red beneath a red cross, and only then. After a decline: the gateway's decline message. When the payment could not be attempted: Card Expired. if the saved card had expired before the transaction was created, otherwise No Payment Method. When the customer did not finish the bank's verification step: 3DS not completed.
Payment method	The card or bank account used, for example the card type and its last four digits, highlighted when it matched your search. A heart icon means a saved payment method was used; a card icon means the details were entered for this transaction only. Hidden on narrow screens.

Rows are ordered newest first by the date the transaction was created. There is no other sort order.
Ten rows are shown per page unless you change the Showing selector.
When nothing matches, the list shows No Results. If the search fails it shows Sorry! We encountered an error with a try again link.

What you can do

Control	What it does
Card header	Opens or collapses the list. The card starts collapsed; the counts are visible either way.
Search box	Shown, with the filters, only when the account has more than six transactions. Type to search; results update as you type. See Filters below for what a term matches.
Filter toggle	The sliders button next to the search box (Show Advanced / Hide Advanced) opens and closes the filter row. It opens on its own when the list is loaded with a filter already set. While it is open, a row of links beneath the search box (Amount, Card Ending, Receipt, Checkout ID, Error, Gateway Reference) inserts the matching prefix into the search box so you can search one detail only.
Filter badges	When the filter row is closed, each active filter shows as a badge above the results, for example STATUS: DECLINED; use its × to clear that one filter.
Page controls	Shown only when there is more than one page (or you have changed the page size): a Showing selector for 10, 20, 50 or 100 rows at a time, of the total number of matching rows, then Previous, up to seven page numbers, and Next. Changing the page size returns you to the first page.
Row	Opens the Transaction screen for that transaction. You can also move through rows with the arrow keys and open one with Enter.

Filters

The search box and every filter combine: a row must match the typed search and every filter that is set. Filters other than the search box are only visible while the filter row is open, but they stay in force (as badges) when it is closed. Date presets, the date picker and the filter badges behave as described in Searching and filtering.

Filter	What it matches
Search box	Each word you type is matched, in any of these details: the Amount (a number such as 10 or 10.50 matches transactions of exactly that amount, whether paid in or refunded out), the Card Ending (part of the card type and last four digits, for example 4242 or VISA), the Receipt reference, the Checkout ID the contract was created with, the Error message returned when a payment failed, and the Gateway Reference. Text matches are partial and not case sensitive. Restrict a word to one detail with a prefix: amount:10, card_ending:4242, receipt:, checkout_id:, error: or gateway_reference:. Several words widen the search: a row matches if it matches any one of them. A full identifier works too: a transaction ID (with or without its tr_ prefix) finds that transaction, and an ID prefixed co_, pm_ or gw_ finds transactions for that contract, payment method or gateway.
Created	The date the transaction was created. Starts as All Time (no limit). Pick a preset (Today, Last 3 Days, Last 7 Days, Last 31 Days, Last 90 Days) or any range from the calendar; the range covers whole days, from the start of the first day to the end of the last. clear removes it.
Settled	The date the transaction settled, with the same All Time default, presets, whole-day ranges and clear as Created.
Status	All (the default, no restriction). Approved: the payment or authorisation went through, including transactions that are still pending, unresolved or unattributed. Declined: refused by the bank or gateway, never attempted (for example because the card had expired), or abandoned at the bank's verification step more than an hour ago. In Progress: still settling, meaning pending or unresolved transactions and online payments started in the last hour whose customer has not yet finished the bank's verification step. Unresolved: approved, but the gateway's final answer is still being reconciled. Unattributed: approved, but not yet matched to the contract it was paying.
Action	All (the default). Payment: a one-step payment. Authorise: money held on the card but not yet taken. Capture: money taken from an earlier authorisation. Void: an authorisation released without being taken. Refund: money returned to the customer.
Gateway	Shown only when your organisation has more than one gateway. All (the default), or one gateway by name; gateways that have been retired are listed last with (archived) after the name.

Things to note

Unlike the Transaction search screen, no date range is applied by default: the list covers the account's whole history. There is no division or channel selector here because the list is already limited to one account.
The search box and filters are not offered on accounts with six or fewer transactions; the whole list fits on one page.
Refund transactions appear in the list as their own rows (with a REFUND badge) even though they are left out of the header counts. Filter by Action: Refund to see only those.
An online payment whose customer has not finished the bank's verification step counts as In Progress for its first hour and as Declined after that, so it can move from one count to the other without anything else changing.
The list and its counts refresh on their own after you take a New Payment from the account header and the checkout closes.
Refunding, capturing, voiding or re-attributing a transaction is done on the Transaction screen, not here.

Account contracts

The Scheduled Payments card lists every contract the customer has agreed to: recurring payments, amounts paid in instalments, and one-off payments scheduled for a later date. It answers "what is this customer committed to paying, is each commitment on track, and which ones need attention?" and is the way into the Contract screen for any of them.

Where it appears

It is only shown when scheduled payments are enabled for your organisation.

What it shows

The card header carries the title Scheduled Payments and a count for each group of contracts:

Header badge	What it tells you
COMPLETE	Contracts that have run their course: completed, cancelled (including those replaced by an amendment), or failed and given up on.
IN PROGRESS	Contracts that are still live: active, with a collection in flight, suspended, failing or unresolved.
FAILING	Contracts whose collections are currently failing or unresolved, or that have hit an error. These are also counted under IN PROGRESS, so the badges do not add up to a total.
UNRESOLVED	Contracts whose last collection ended without a definite result and need someone to review them. Also counted under FAILING and IN PROGRESS.

A contract that is part-way through being cancelled is not counted in any badge. When the customer has no contracts the header shows a single 0 and the card cannot be opened. Otherwise it starts collapsed; open it with its header.

Inside, each contract is one row, newest first by the date it was created. Reading left to right, top to bottom:

Element	What it tells you
Customer name	The account holder's first and last name; No Name in italics if neither is recorded. On the account itself this is always the customer you are viewing.
Building icon and company	The company name, shown only where one is recorded on the account.
Start date	When the contract started collecting, or the date and time it was created if it has not started yet.
Checkout ID	The contract's reference, the same one shown on the customer's receipts. A search term that matched it is highlighted.
Description	The contract's description if it has one, with a matching search term highlighted; otherwise the initiative it supports, unless that is simply General.
Amended	The contract was created by amending an earlier one. The earlier version appears as its own row with the UPDATED badge (see below).
Scheduled and a date	A one-off payment due on that date. If it is due today the time is shown as well.
Progress, e.g. 3 of 12 instalments or 3 of 12 charges (2 unpaid)	How many collections have been raised so far against how many are expected. An instalment plan counts instalments; other contracts count charges, with the number still unpaid in brackets, or (unpaid) if none has been paid yet. A contract with no fixed number of collections shows just the count so far, e.g. 3 charges.
An amount remaining or outstanding	What is left to collect over the life of the contract, shown only when that is more than the amount currently overdue. remaining is used for instalment plans, outstanding for the rest.
Completed or Cancelled and a date	The contract is no longer collecting: how it ended and when. A superseded contract reads Updated instead of Cancelled.
Suspended	Collections are paused; no date is shown.
Next charge or First charge and a date	When the next collection is due. First charge means nothing has been collected yet.
Pending account settlement	The contract is behind but has no further collection scheduled; it is waiting to be settled from the account.
Red arrears line	Shown only while the contract is behind and not yet cancelled or completed. A warning triangle and an amount Overdue say how much is owed. A retry icon with Reattempt and a date say when the next automatic retry will run. A crossed-out retry icon with no date means no automatic retry is scheduled (the contract is unresolved). A crossed-out retry icon with Abandoned and a time ago means the last attempt failed that long ago and nothing further is scheduled.
Amount and frequency (right-hand side)	What the contract collects: an amount / monthly (or weekly, fortnightly, bimonthly, quarterly, biannually, annually or other) for a recurring contract, with an x 12 style suffix where a fixed number of collections was agreed; an amount / 12 instalments for an instalment plan; or just the amount for a one-off scheduled payment. A search term that matched the amount is highlighted.
Status badge (right-hand side)	The contract's current state; every value and colour is listed below.
Red reason line under the badge	Shown only for a FAILING contract, saying why where that can be told: Payment method never saved, Payment method deleted, the bank's decline message from the last attempt, Card expired, No payment method, Card expiring (the card runs out before the next charge), or simply In arrears.

The status badge reads:

Badge	Colour	What it means
ACTIVE	green	Collecting normally.
PENDING	blue	A collection is in flight and awaiting its result.
SUSPENDED	amber	Collections are paused; nothing will be taken until the contract is resumed.
CANCELLING	amber	A cancellation has been requested and is being carried out.
FAILING	amber	The last collection failed and the contract is in its automatic retry sequence. The line beneath the badge says why, where known.
UNRESOLVED	red	A collection ended without a definite result and the contract needs review; no automatic retry is scheduled for it.
ERROR	red	The last collection hit an error.
FAILED	red	The contract has stopped because its collections failed.
COMPLETED	blue	Every collection was taken.
CANCELLED	blue	The contract was cancelled.
UPDATED	blue	The contract was amended and replaced by a newer version, so this row is history only.

A superseded contract, one that has been amended, shows the UPDATED badge rather than CANCELLED, and its detail line reads Updated with the date where one was recorded. The contract that replaced it is a separate row marked Amended and carries the live status. Anything you need to do belongs on the replacement; open the old row only to see what the terms were before the change.

When nothing matches your search the list reads No Results. If the search cannot be run you see Sorry! We encountered an error with a try again link.

What you can do

Control	What it does
Card header	Opens or collapses the list. The card starts collapsed; the counts are visible either way.
Click a row	Opens the Contract screen for that contract, where its statement, arrears and history are shown and changes are made.
Search box (Type to search...)	Narrows the list as you type. Each word is matched separately against the checkout ID and the description (any part of either, ignoring case); a word that is a number is also matched against the contract amount exactly, so 25 or 25.00 finds 25.00 contracts. A contract is shown if any word matches any of those. To search one detail only, prefix the word: amount:25, checkout_id:INV, description:gift. A contract reference (co_ followed by its number, or the number alone) finds exactly that contract; a payment method reference (pm_...) finds the contracts that use that payment method; a gateway reference (gw_...) finds the contracts on that gateway. Matches are highlighted in the row. The search box and filters are only shown when the customer has more than six contracts.
Sliders button (Show Advanced / Hide Advanced)	Shows or hides the filters below. While they are hidden, each filter you have set appears as a badge above the results; use its × to clear that one filter.
Amount, Checkout ID, Description	With the filters open, adds the matching prefix to the search box so the next word you type is matched against that detail only.

Filters. Each starts unset when the card opens (All Time for both dates, All for status and gateway), so the list shows every contract until you narrow it:

Filter	What it matches
Created	Contracts created between two dates, inclusive, in whole days. Reads All Time until you pick a range; the date presets and calendar are described in Searching and filtering. clear removes it.
Completed	Contracts that ended between two dates, inclusive, in whole days: completed, cancelled or failed within the range. Contracts still running have no end date and are left out while this is set. Same presets and clear as Created.
Status	All (default): every contract. Failing: contracts whose badge is FAILING, UNRESOLVED, ERROR or CANCELLING. Cancelling: only CANCELLING. In Progress: everything still live, with badge ACTIVE, PENDING, SUSPENDED, UNRESOLVED, FAILING or CANCELLING. Completed: everything that has ended, with badge COMPLETED, CANCELLED, UPDATED or FAILED. Unresolved: only UNRESOLVED.
Gateway	All (default), or contracts collected through one gateway. Only offered when your organisation processes through more than one gateway; archived gateways are listed last, marked (archived).

The filters and the search box combine: a contract must satisfy every filter you have set and, if you typed anything, at least one of your search words.

Paging:

Control	What it does
Showing	Choose 10, 20, 50 or 100 rows per page (10 to begin with). Changing it returns you to the first page.
of a number	The total number of contracts that match, across all pages.
Previous, Next and page numbers	Step through the pages; up to seven page numbers are offered at a time, centred on the page you are on. The paging controls only appear when there is more than one page or you have changed the rows per page.

Things to note

Only recurring, instalment and scheduled contracts are listed. One-off payments taken immediately appear under the account's transactions instead, and a contract abandoned before its setup was completed is not shown at all.
The header badges count the same groups as the Status filter with one exception: a CANCELLING contract is found by the Failing and In Progress filters but is not counted in any badge. A contract can appear in more than one count.
With six or fewer contracts there is no search box or filter; the rows are simply listed.
Rows are sorted newest first by the date the contract was created, which is not always the start date shown on the row.
Each search word is matched on its own; there is no way to search for a phrase containing a space.
Date ranges cover whole days in your local time, from the start of the first day to the end of the last.
The Completed filter also matches cancelled and superseded (UPDATED) contracts, not only those that ran to completion.
The section has no actions of its own. Suspending, resuming, cancelling, amending or changing the payment method for a contract is done on the Contract screen.
After New Payment or Add Payment Method on the Account screen closes, this list and its counts refresh so a contract created through the checkout appears straight away.