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How to cancel a payment and stop it from being collected
How to cancel a payment and stop it from being collected
Ella Buan avatar
Written by Ella Buan
Updated over a week ago

Our payments functionality is constantly being improved and our ability to cancel payments is currently limited. 

Canceling future payments on an active proposal

To cancel any future recurring payments from being collected, you'll need to navigate into the client's Services tab and End the services. Click here for more information.

Canceling payments not yet collected

If you have payment terms delay - i.e. you don't collect payment immediately when an invoice is raised - the payment will be "scheduled" for collection.

You can see these payments in two areas of Ignition:

Collections tab

You can click Payments → Collections → Pending Collections which will show you all scheduled payment collections.

If you need to cancel this payment, click into the specific collection and click the 3 dots under the Payments section → Cancel payment collection.

A client's Invoices tab

When you click into the Invoices tab of a client, there will be a line of information underneath the invoice where it will note the collection status (i.e. "Payment collection scheduled for..." or "Payment not scheduled" etc).

If this payment collection has already occurred, it will be noted with a message in green. Otherwise, it will remain white if uncollected or scheduled.

If you need to cancel this payment, click on the specific invoice and click the 3 dots menu under the Payments section → Cancel payment.

Canceling payments already in processing

Payments are sent to our payment provider immediately when they come up for collection and they cannot be canceled once they have been sent.

Consider offering a refund to your client outside of Ignition or once the payment is collection is complete, you can request a refund within Ignition if you would like us to process a refund on your behalf. See more details here.

Canceling ACH payments for bank accounts that haven't been verified yet (USA only) 

For users based in the USA, we are able to provide this as an in-app functionality for ACH payments given that the client's bank account has not yet been verified. This is because the actual collection will not start until the account has been verified.

You can either

  1. Open the client then click into their Invoices tab. You will see the invoice with the status Verifying.

  2. Click on the word Verifying and a right-hand slider will appear. Click on Actions and then click on Delete.


  1. Go into Payments then into the Verifying tab.

  2. Click on a payment that you wish to delete and you will get a slider from the right. Click on Actions and then click on Delete.

This will permanently delete the payment and stop the collection process. It will also delete the queued verification email if it has not yet been sent to the client.

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