This has found to be primarily an issue with Microsoft Edge or Firefox browsers. When a user experiences a failed payment, they may attempt again. When the subsequent payment is successful, our system can fail to recognize the payment and connect it to the corresponding invoice. As a result, the user is able to repeatedly click on the pay button, leading to multiple transactions being processed.
This may be due to the browser not being able to communicate with our system due to security issues. Some other browsers may have unknown errors that we have not yet identified. We test our systems with a Google Chrome browser and so we recommend using that browser when using our service.
There are two possible paths to make payment on a failed invoice:
- Log in to app.evvnt.com, go to the "credits" section, and click on the "Pay invoice" option.
- Follow the links provided in an "Unpaid invoice" email from Xero.
Typically when option 2 is used, it is when a user receives an email notifying them of an unpaid subscription package. The user can click the link and the email program will use the default browser, which in the case of Window, can be Microsoft Edge. If the payment initially fails and the user attempts again successfully, the failure message will persist in the browser. A user may click multiple times with the same failure message, and that can result in multiple charges. Despite these charges, the invoice remained unpaid.
This is all due to the browser not being able to communicate with our system due to security issues.
If you have encountered this issue or have any related concerns, please reach out to our support team by submitting a request here with the details of your situation.