By Melissa Grant, field-service billing systems analyst with 9 years of experience reconciling invoices, card payments, ACH transfers, refunds, and customer balances
Last reviewed: July 21, 2026
Workiz lets field-service businesses create invoices, send customers payment links, collect card or ACH payments, and track the resulting transactions through Workiz Pay. When a balance or payout looks wrong, check the original invoice, payment record, refund history, and Workiz Pay status before deleting or recreating anything.
This independent guide is not operated by or affiliated with Workiz.
Find the transaction first. Skip issuing another invoice or requesting another payment until the existing records have been reconciled.
What is Workiz Pay?
Workiz Pay is the payment-processing component connected to Workiz invoices, estimates, and field-service records. It can be used to collect eligible card and bank-transfer payments, while the Workiz Pay dashboard shows payment activity, balances, payouts, banking details, and transaction status.
The financial path usually contains several separate records:
- Estimate or invoice
- Customer payment
- Workiz Pay balance
- Payout to the business bank account
- Refund or dispute
- Workiz payment report
- Accounting entry
Those records should agree, but they are not the same thing.
A paid invoice does not mean the related payout has already reached the business bank account. A refund changes the customer balance but remains connected to the original payment. Deleting an invoice does not automatically erase an online transaction from the Workiz Pay dashboard.
That distinction solves many apparent payment errors.
Creating and sending a Workiz invoice
Workiz documents two common invoice routes: creating an invoice from an existing job or creating a standalone invoice. Field technicians and office dispatchers can create and send invoices when their account access permits it.
An invoice created from a job keeps the billing record connected to the operational work. A standalone invoice may be useful when no specific job record is required, but some automation fields depend on a linked job ID. For example, several job-related short codes are unavailable or behave differently on standalone invoices.
Before sending, verify:
| Invoice field | Practical check |
|---|---|
| Customer | Correct person or business |
| Job | Correct service visit or project |
| Line items | Approved labor, services, and materials |
| Taxes | Correct configured tax treatment |
| Payments | Existing deposits or partial payments |
| Balance | Amount the customer should still pay |
| Contact route | Correct email or mobile number |
Do this first: preview the invoice and its balance.
Skip sending several copies because the customer says the first link was not seen. Check the communication history and confirm which contact received it.
What customers see after an invoice is sent
When a Workiz invoice is sent by email or text, the customer receives the business’s message and a link to view the invoice through the Workiz Client Portal. If Workiz Pay has been activated, the customer may also be able to submit an eligible online payment from that portal.
The Client Portal can show the customer more than one document or balance. Workiz describes it as a central place for reviewing service history, estimates, invoices, approvals, signatures, and payments associated with that service company.
One portal is tied to one business relationship.
A customer who has used two separate contractors running Workiz should use the link sent by the correct contractor. A generic Workiz sign-in is not a universal consumer billing account.
Check the originating business name before payment.
Sending payment links from the mobile app
Workiz technicians can send an invoice payment link from the mobile application. The documented workflow lets the user choose a delivery method such as email or text, after which the customer receives a link to view and pay the invoice through the Client Portal.
This is useful at the job site, but it creates a timing risk.
The technician may send the link before the office applies a deposit, discount, or approved price change. The customer then sees a balance that differs from the amount discussed onsite.
Review the invoice immediately before sending.
Do not rely on the total quoted several hours earlier. Open the current invoice, confirm the payments already attached, and verify the remaining balance.
Small delay. Cleaner record.
Deposits and payment schedules
Workiz can request a deposit during the estimate-approval process. The customer reviews the estimate, approves it, and is prompted to submit the required deposit when that workflow is configured.
For larger jobs, Workiz also documents Payment Schedules. These divide one invoice total into sub-payments, each of which may have its own due date or event-based milestone. They do not create several separate invoices for one job.
That difference matters for reconciliation.
Suppose a $12,000 project has three scheduled payments. The customer may see one invoice with three billing milestones rather than three unrelated invoice numbers. Creating another invoice for each milestone can duplicate the amount due if the Payment Schedule already represents the full contract value.
Check the parent invoice first. Skip rebuilding milestones as separate invoices without understanding the configured schedule.
The exact legal and accounting treatment of deposits varies by contract, location, and bookkeeping method. Workiz records the operational payment structure; the business remains responsible for its accounting and consumer-disclosure requirements.
When a payout reaches the bank
A Workiz Pay payment first enters the Workiz Pay balance and is then transferred to the business bank account through an automatic payout. The business does not normally need to initiate each standard payout manually.
Current Workiz documentation states that a first payout generally takes about 7–10 business days to process. After that, standard U.S. card payouts are described as taking roughly 3–4 business days in total, while Canadian card payouts are described as taking roughly 4–5 business days. ACH payments are listed at approximately 6–8 business days. Holiday schedules may extend those windows.
These are processing estimates, not promises for every transaction.
The Workiz Pay dashboard’s Balance tab separates money available for payout from estimated future payouts. Its payout table can show statuses including Paid, In transit, Pending, Failed, and Canceled.
Check the status first. Skip telling a customer that payment failed merely because the bank deposit has not arrived yet.
Failed or delayed payouts
Workiz says a Failed payout is often connected to incorrect banking information supplied during Workiz Pay setup. A Canceled payout requires support review, while Pending is relevant to ACH activity awaiting completion.
A useful investigation order is:
- Open Workiz Pay.
- Select the Balance tab.
- Find the expected payout.
- Check its status and arrival information.
- Review the bank account under My account.
- Compare the payment included in that payout.
- Contact the official support channel when the status is failed or canceled.
Changing the connected bank account can delay the next payout by approximately 7–10 business days while the update is reviewed, although the business may continue collecting customer payments during that period.
Do not change bank information repeatedly while investigating one delayed deposit. Each change can introduce another verification step.
Instant payouts need separate review
Workiz documents an instant-payout option for eligible card payments. Its current material says eligible funds may arrive within about 30 minutes, but availability and fees depend on the account and transaction.
Instant does not mean universal.
An account may need to enable the feature, and refunds can temporarily affect access. Workiz states that instant payouts are typically restored around 3–5 business days after a refund is issued. The dashboard also lists standard processing and instant-payout fees separately.
Check eligibility and the dashboard fee before using it.
Skip presenting instant payout as the normal timeline for every payment. Standard payouts follow their own processing cycle.
How Workiz refunds work
Workiz supports refunds for online payments and records refunds for offline payments such as cash or check. The handling differs.
Current documentation states:
- Online payments can only be refunded through Workiz when they were made within the previous 60 days.
- Partial refunds are available for online payments.
- Offline payments such as cash or check cannot receive a partial refund through the documented workflow.
- Recording an offline refund changes reporting but does not electronically move money back to the customer.
That final point is easy to miss.
If a dispatcher records a $200 cash refund in Workiz, the business must still return the actual money using its real-world process. The software entry alone does not transfer cash.
Find the original payment first. Skip entering a negative line item as a substitute for the documented refund when the original transaction can be refunded correctly.
Why deleting an invoice does not remove a payment
Workiz permits invoice deletion under certain conditions, but deleting an invoice does not necessarily remove the transactions attached to the broader job or payment account. Its documentation says the job balance continues to reflect linked payments and refunds, and an online payment remains visible in the Payments tab of the Workiz Pay dashboard.
Deletion is not a refund.
This creates a practical mismatch: the invoice disappears, yet the payment remains in the processor history. A business may then create a replacement invoice and accidentally request payment again.
Review every attached transaction before deletion.
A cleaner correction may involve updating the invoice, issuing a refund, applying the payment properly, or creating a documented replacement under the company’s accounting process. The appropriate action depends on what was wrong.
ACH payments and disputes
Workiz supports eligible bank-transfer payments. Its current ACH FAQ says bank transfers are available for estimate deposits or invoice subtotals of at least $20, and a customer can make a partial ACH payment when the partial amount is more than $20.
ACH disputes carry a different risk from card disputes.
Workiz states that bank-transfer disputes are final and cannot be appealed. Its documentation also lists a non-refundable $25 fee when an ACH dispute is filed.
Resolve billing questions early. Skip assuming that the same evidence-and-appeal process applies to card and ACH disputes.
The business should retain the signed estimate, invoice, customer communications, service records, and payment authorization appropriate to the transaction. Recordkeeping needs can vary by region and industry.
Reports and reconciliation
The Workiz Payments report can be filtered by payment type, service area, technician, or time period. Workiz also allows custom reports when the standard report does not show the needed business detail.
Use the report to compare:
- Collected payment
- Payment method
- Technician or service area
- Invoice balance
- Refunds
- Payout batch
- Bank deposit
Do not reconcile only from the invoice list.
An invoice may show paid while its payout remains in transit. A refund may be recorded after the original reporting period. A deleted invoice may leave a valid processor transaction behind.
One invoice, several dates.
Frequently asked questions
Can Workiz customers pay invoices online?
Yes, when Workiz Pay is enabled.
Can a technician send a payment link?
Yes. The mobile app can send invoice links by supported email or text routes.
How long does the first Workiz payout take?
Workiz currently estimates approximately 7–10 business days.
Can Workiz issue a partial refund?
Yes, but the documented partial-refund option applies to online payments, not cash or check payments.
Does recording a cash refund send money back?
No. It is a reporting entry only. The business must return the funds separately.
Why is a paid invoice not in my bank account?
The payment may still be in the Workiz Pay balance, pending processing, or included in an in-transit payout. Check the Balance tab and payout status before changing the invoice.
Can customers pay part of an invoice by ACH?
Yes, if the applicable invoice and partial-payment amounts meet Workiz’s current minimums.
What should be checked before requesting payment again?
Confirm the invoice, deposits, prior payments, refunds, Client Portal balance, payout status, and whether a deleted or replacement invoice already exists.
