Manage payments

Summary

When you collect a payment in HubSpot, HubSpot creates a payment record to store the transaction details. From each payment record, you can review transaction fees, manage bank debit authorizations, retry failed payments, and request a new payment method from a contact. You can also download payment and payout reports and export payment data. Use this article to learn how to manage payments.

Payouts from online payments are deposited into your bank account daily. Learn more about payouts.

Developer resources

Learn more about building custom solutions using the Payments API.

View payment records

When a payment is collected in HubSpot, the payment details are stored in a payment record. View all the payments on the payments index page.

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. Payment records are displayed in the table on the index page. In the Status column, review the payment status:
   • Processing: the payment is still being processed. Payment processing time depends on the payment method used. Once the payment is processed, the status will either change to Succeeded or Failed. Learn more about processing times.
   • Succeeded: the payment was collected online or manually. 
   • Failed: the payment didn't process, and the payment method wasn't charged. This status only applies to payments made via bank debit, such as ACH, or subscription payments.
   • Partially refunded: the buyer has been refunded an amount less than they originally paid.
   • Refunded: the total amount of the original payment was refunded.
   • Processing refund: a refund request has been submitted. Refunds for payments made via bank debit, such as ACH, can take five to ten business days to process.
   • Dispute (action required): a dispute has been raised against the payment and requires your action.

   Please note: payments created manually or recorded on invoices have a Succeeded status by default. You can't edit this status.. If you need to track a pending or cleared state for manual checks, it's recommended to create a custom property instead.

3. Use the filters at the top to segment your payment records by status or payment date. Click + More to view more filters.
4. To filter payment records by specific properties:
   
   • Click Advanced filters above the table.
   • In the right panel, click + Add filter. Search for and select the property you want to filter by, then set the filter criteria. To add another filter to the filter group, under and, click + Add filter. 
   • To add an additional filter group, under or, click + Add filter group.
   • Click the X in the upper right of the panel when you've set up your filter. Learn more about setting up filters and saving views.
5. To view more details about the payment, in the Gross amount column, click the payment amount to open the details in the right sidebar.
   • The sidebar includes the payment amount, payment date, buyer, and payment method. 
   • The right sidebar will also display cards for payment history, line items, subscriptions, and record associations. Click a card to collapse or expand it.
6. If you accept payments in multiple currencies, the related fees and net amount are displayed in your settlement currency when they differ from the payment currency.
   • For example, if your connected bank account in Stripe uses U.S. dollars and you collect a payment in euros, the gross amount, fees, and net amount display in euros. The fees and net amount also display in U.S. dollars.
   • The FX rate is applied by Stripe. Learn more about rates and fees when using payments.
     
     

Manage payments

After collecting payments with HubSpot, manage payment-related tasks from the payments index page.

Review transaction fees, receive daily payouts, issue refunds, send receipts, update receipt and refund email branding, retrieve bank debit authorization documents, retry failed payments, and request updated payment information from buyers. 

View transaction fees

View the transaction fees associated with the payment from the payments index page.

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. In the Gross amount column, click the payment amount of a payment record.
3. In the right sidebar, in the upper right, click Actions, then select See applied fees.
   
   
4. Applied fees (including international fees if applicable) will be displayed in the dialog box. Fee amounts are displayed in your settlement currency.
   
   

Retrieve a copy of the bank debit transaction authorization

To retrieve a copy of a bank debit transaction authorization, such as an ACH direct debit:

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. In the Gross amount column, click the payment amount of the payment record.
3. In the right sidebar, in the upper right, click Actions, then select Get copy of authorization.
   
   
4. In the dialog box, click Send. The authorization will be emailed to you.

Failed payments

Manually retry a failed subscription payment

HubSpot will send email notifications to account admins when a subscription payment fails. You can turn these notifications off within your notification settings.

• If a transaction fails, HubSpot automatically retries the payment according to a set schedule.

• You can manually retry the payment before the scheduled retries occur. You can retry the payment up to three times. Some payments can't be retried because of the decline reason.

To manually retry taking a failed subscription payment:

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. Click the Status filter at the top of the table and select Failed. 
3. In the Gross amount column, click the amount of the failed payment.
4. In the right sidebar, in the upper right, click Actions, then select Manually retry payment.
   
   
5. In the dialog box, click Retry payment.
6. In the Gross amount column, click the amount of the payment.
7. In the right sidebar, review the History card to confirm whether the latest payment attempt was successful. If the payment was unsuccessful, in the upper right, click Actions, then select Request new payment method. Learn more about requesting a new payment method.

Request a new payment method

Request a new payment method if a payment has failed. A link will be sent to the buyer to update their payment method.

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. Click the Status filter at the top of the table and select Failed.
3. In the Gross amount column, click the amount of the failed payment.
4. In the right sidebar, in the upper right, click Actions, then select Request new payment method.
5. In the dialog box, click Send link.
   
   
   

Export payment records

Export payment records from the payments index page in CSV, XLS, or XLSX. It isn't possible to export to PDF. You can also download payout reports.

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. Click Export in the upper right. In the dialog box:
   • In the Export name field, enter an export name.
   • Click the File format dropdown menu, and select a format.
   • Click the Language of column headers dropdown menu and select a language.
   • Click to expand the Customize section to customize the export further:
     • Under Properties included in export select the properties to include in the export.
     • Under Associations included in export, select the Include associated record name checkbox to include associated record names (e.g., the invoice name).
     • Under Associations included in export, select whether to include up to 1,000 associated records, or all associated records.
   • Click Export.
3. The exported report will be emailed to you and you'll be notified in your HubSpot account when it's ready. Learn more about exporting records.

Download payment reports

Please note: if you've connected Stripe as a payment processing option, the Payouts tab won't display in your HubSpot account. Instead, download and manage payment reports in Stripe.

Download payment, payout, and payment reconciliation reports in CSV, XLS, or XLSX. It isn't possible to download reports to PDF. You can also export payment records.

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Payments Account.
3. At the top, click the Payouts tab. View your payout history, including individual payments and their statuses.
4. To view more details about a payout, click the payout date. The details appear in the right panel.
5. To download a report of your account's payments or payouts, in the upper right, click download Download reports, then select one of the following report types:
   • Payment reconciliation: view a list of payouts with itemized payment details. The report lists the transactions included in each payout, such as payments, refunds, and fees, in descending order. Each payment in the report will have an ID, reporting category, buyer name, buyer email address, payment ID, associated invoice number, payout ID, and payout status.
   • Payment details: view all buyer transactions, such as one-time and recurring payments, refunds, transactional fees, and disputes. The report includes the balance transaction ID, reporting category, description, buyer name, buyer email address, payment ID, and associated invoice number.
   • Payout details: view all buyer payments included in your daily payout total, including the payout ID, balance transaction ID, and payout expected arrival date.
6. In the dialog box, click the File format dropdown menu and select a format, then click Export. The exported report will be emailed to you and you'll be notified in your HubSpot account when it's ready.

Use payment data

If you're a Super Admin, you can opt your account into the following betas:

• Create Quotes and Analyze Revenue via Claude Connector beta

• Revenue Data in HubSpot Agent CLI beta.

You can use payment data with the following tools:

HubSpot connector for Claude: use the HubSpot connector for Claude to bring payments context into Claude. For example, you can retrieve and analyze all refunded payments for the most common reasons for refund.

HubSpot Agent CLI: if you're building an AI agent or command-line workflows, you can retrieve payment records using the HubSpot Agent CLI. For example, when creating an agent to prepare for customer meetings that summarizes a customer's overall history, it's recommended to include payment history to provide a more complete overview of the customer.

Next steps

• Learn more about collecting and creating payments.

• Learn more about issuing receipts and refunds for your buyers.
• Learn more about managing payouts.
• Learn more about managing and responding to payment disputes.
• Learn more about using payment data in other HubSpot tools.
• Learn more about using the revenue analytics suite to analyze your payments and track key metrics.