---
id: help.troubleshooting.receipt
title: "My customer didn’t get a receipt"
canonical: https://docs.secureprocessing.app/help/troubleshooting/my-customer-didnt-get-a-receipt
description: "Open the payment and look next to : it says whether it was sent, delivered or not delivered. Most missing receipts are in a spam folder, or went to an address typed wrongly at checkout."
last_verified: 2026-11-02
---

# My customer didn’t get a receipt

Open the payment and look next to **Receipt**: it says whether it was sent, delivered or not delivered. Most missing receipts are in a spam folder, or went to an address typed wrongly at checkout.

Who can: Owner, Administrator, Developer, Analyst, Support, Viewer can see this in [Payments](https://dashboard.secureprocessing.app/payments).

## Check the payment

Open the payment under **Payments**. Next to **Receipt**:

| On screen | What to do |
|---|---|
| Delivered | Their email provider accepted it. Ask them to check their spam or junk folder, and the address they typed. |
| Sent or Sending | It is on its way. Give it a few minutes. |
| Not delivered | The address bounced, marked it as spam or is blocked. Check the address with your customer. |
| Not sent | Receipts may be turned off, or it is a Test mode payment to someone outside your team. |
| Could not be sent | We tried several times. Write to us if the address looks right. |

With no email address on the payment, there is no receipt to send.

## Things to check

- **The address on the payment.** It is the one your customer typed at checkout, or the one on their customer record.
- **Settings → Customer emails.** Receipts and refund receipts can be turned off there.
- **Test mode.** Receipts only go to your own team’s addresses.

## What to send them instead

The payment’s page has everything a receipt shows. You can tell them the amount, the date and the card’s last four digits.

## Related

- [Receipts your customers get](https://docs.secureprocessing.app/help/payments/receipts.md)
- [Emails we send you and your customers](https://docs.secureprocessing.app/help/account/emails-we-send.md)
- [Your business details](https://docs.secureprocessing.app/help/getting-started/your-business-details.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with the payment’s id and the address it should have gone to.