# Adfin Help Center

> How can we help?

## English

### Getting started 

- [Which businesses can use Adfin?](https://support.adfin.com/en/articles/10775157-which-businesses-can-use-adfin.md): Check here to see if we can support your business.
- [How to get in touch with Adfin support](https://support.adfin.com/en/articles/15555802-how-to-get-in-touch-with-adfin-support.md): Got a question or hit a snag? We're here to help. The quickest way to reach us is live chat, right inside Adfin, and there are a few other ways to get in touch too.
- [Sign up to Adfin](https://support.adfin.com/en/articles/11778036-sign-up-to-adfin.md): How to set up your Adfin account
- [Switching to Adfin: two routes, one goal](https://support.adfin.com/en/articles/12703584-switching-to-adfin-two-routes-one-goal.md): Learn the easiest ways to switch to Adfin – re-mandating your customers or migrating existing mandates. Discover why re-mandating is quick, automated and hassle-free, helping you move payment colle...
- [Communicate to your clients that you’re switching to Adfin](https://support.adfin.com/en/articles/12003802-communicate-to-your-clients-that-you-re-switching-to-adfin.md): Switching to Adfin will improve your clients' payment experience. Communicating the change clearly helps ensure a smooth transition.
- [Getting around the Adfin Console](https://support.adfin.com/en/articles/15303647-getting-around-the-adfin-console.md): A walk through the Adfin Console.

### Requesting payments

- [Every way to raise a payment in Adfin](https://support.adfin.com/en/articles/15307763-every-way-to-raise-a-payment-in-adfin.md): The six ways to raise a payment in Adfin: single invoice, recurring invoice, instalment plan, schedule, one-off payment request, and reusable payment link.
- [Invoice settings](https://support.adfin.com/en/articles/15889063-invoice-settings.md): How invoices created in Adfin are numbered, when they fall due, and the default tax rates, accounts and products on your line items.
- [Using offices for multi-location businesses](https://support.adfin.com/en/articles/15889262-using-offices-for-multi-location-businesses.md): How offices let a multi-location business brand invoices with a local branch address and contact emails
- [Using tracking categories](https://support.adfin.com/en/articles/15889264-using-tracking-categories.md): How to tag invoice line items with a region, department, project for reporting
- [Re-uploading or re-syncing an invoice into Adfin](https://support.adfin.com/en/articles/16068828-re-uploading-or-re-syncing-an-invoice-into-adfin.md): How to get an invoice back into Adfin after removing or changing it, whether you upload files or sync from Xero or QuickBooks.
- [Create and send an invoice](https://support.adfin.com/en/articles/11461507-create-and-send-an-invoice.md): Raising an invoice in Adfin is quick and easy! Just follow these steps
- [Adding invoices to Adfin](https://support.adfin.com/en/articles/15073148-adding-invoices-to-adfin.md): Four ways to get invoices into Adfin: drag-and-drop, accounting software, direct creation, and schedules.
- [Create and manage instalment plans](https://support.adfin.com/en/articles/15379042-create-and-manage-instalment-plans.md): Have a client who’s struggling to pay? Now you can offer an instalment plan that makes things easier for them and keeps cash flowing for you.
- [Set up and edit a recurring invoice](https://support.adfin.com/en/articles/15420021-set-up-and-edit-a-recurring-invoice.md): Set up recurring invoices in Adfin to send automatically on the schedule you choose. Perfect for subscriptions, retainers, or regular clients. Save time and stay on top of repeat billing.
- [Set up and edit a recurring payment request \(no invoices\)](https://support.adfin.com/en/articles/12304931-set-up-and-edit-a-recurring-payment-request-no-invoices.md): You can now create payment schedules in Adfin to collect recurring payments from your customers.
- [Create a one-time payment link](https://support.adfin.com/en/articles/11462546-create-a-one-time-payment-link.md): Need to request a quick payment? Use Adfin’s Payment Link feature to create and send a one-time request in just a few steps.
- [How to structure invoice CSV & Excel files](https://support.adfin.com/en/articles/12985261-how-to-structure-invoice-csv-excel-files.md): To help you avoid upload errors - and to make sure Adfin reads all the information in your file correctly - please follow the guidance below when preparing your .csv or .xlsx invoice files.
- [Use the payment portal link to collect invoice payments](https://support.adfin.com/en/articles/13344960-use-the-payment-portal-link-to-collect-invoice-payments.md): Learn how the payment portal link works, how customers use it, and where to find it.

### Managing customers

- [Using Adfin to manage credit control and keep track of your cash flow](https://support.adfin.com/en/articles/11541237-using-adfin-to-manage-credit-control-and-keep-track-of-your-cash-flow.md): Understanding credit control and cash position statuses
- [Manage credit control with custom statuses](https://support.adfin.com/en/articles/12588079-manage-credit-control-with-custom-statuses.md): Add custom statuses to any activity that’s at risk, giving you more control over how you track and manage your credit control process
- [Managing multiple contact persons per customer](https://support.adfin.com/en/articles/10289748-managing-multiple-contact-persons-per-customer.md): Learn how to create, edit, and manage multiple contact persons for a single customer.
- [How to merge duplicate customers in Adfin](https://support.adfin.com/en/articles/11829579-how-to-merge-duplicate-customers-in-adfin.md): How to spot duplicate customers in Adfin, how to merge them, and how to stop duplicates appearing in the first place.
- [How to archive and reactivate customers in Adfin](https://support.adfin.com/en/articles/13611521-how-to-archive-and-reactivate-customers-in-adfin.md): Learn how to archive customers you no longer need to actively manage, and how to reactivate them if needed later.

### Receiving payouts & reconciling

- [Track your payouts in the Transactions dashboard](https://support.adfin.com/en/articles/10245038-track-your-payouts-in-the-transactions-dashboard.md): Use the 'View transactions' dashboard to track payouts from Adfin, reconcile which invoices and payments they relate to, and export to CSV
- [Can I upgrade to Adfin Custom later?](https://support.adfin.com/en/articles/15327706-can-i-upgrade-to-adfin-custom-later.md): Adfin Custom \(your business name on direct debit statements\) is chosen during onboarding and can't be added once you're live. It differs from your card and bank transfer statement name.
- [When will I receive my payout?](https://support.adfin.com/en/articles/10199985-when-will-i-receive-my-payout.md)
- [What does my customer see on their bank statement when paying?](https://support.adfin.com/en/articles/10199976-what-does-my-customer-see-on-their-bank-statement-when-paying.md): Learn what your customer sees on their bank statement when a payment is made through Adifn.
- [Export your data from Adfin](https://support.adfin.com/en/articles/12629244-export-your-data-from-adfin.md): Export your Adfin data to CSV for reconciliation or record-keeping. Covers the Transactions, Payments, and Customers screens, what each file contains, and how to export everything or just a selection.
- [Why is there a failed payment deduction in my Adfin payout?](https://support.adfin.com/en/articles/12690491-why-is-there-a-failed-payment-deduction-in-my-adfin-payout.md): Very occasionally, you may see a line item in your payout that shows a deduction, or you may notice that a payout you were expecting is missing. This article explains the possible reasons and how A...

### Referring your clients \(ABC Club\)

- [Your guide to the ABC Club](https://support.adfin.com/en/articles/12871083-your-guide-to-the-abc-club.md): ABC is Adfin's partner programme — a way to say thank you for sending great businesses our way.
- [ABC Referral Centre](https://support.adfin.com/en/articles/12960489-abc-referral-centre.md): Sign in to your ABC Referral Centre, get your unique link, and see how referrals progress from sign-up to rewards. Clear steps to help you share Adfin and track your earnings.
- [Who to refer \(and who not to for now\)](https://support.adfin.com/en/articles/12871242-who-to-refer-and-who-not-to-for-now.md): Ideal referral clients are service-based businesses needing smoother payments - those juggling multiple tools, chasing invoices, relying on manual transfers, or needing faster cash flow.
- [How to get support from Adfin](https://support.adfin.com/en/articles/12871308-how-to-get-support-from-adfin.md): Whether you prefer to lead the conversation with your clients or want us to join the discussion, we’re here to support you either way.
- [FAQ](https://support.adfin.com/en/articles/12883110-faq.md): A quick FAQ guide for the ABC programme, covering how referrals work, when perks unlock, tier resets, missing referrals, and how Adfin supports partners with onboarding and marketing materials.
- [How-to videos](https://support.adfin.com/en/articles/15190006-how-to-videos.md)

### Troubleshooting

- [Why isn't my customer receiving Adfin emails?](https://support.adfin.com/en/articles/15461738-why-isn-t-my-customer-receiving-adfin-emails.md)
- [A direct debit payment failed](https://support.adfin.com/en/articles/15073524-a-direct-debit-payment-failed.md): What Adfin does automatically when a direct debit payment fails, and what to do if you've been paid outside Adfin.
- [How to refund a customer](https://support.adfin.com/en/articles/15457817-how-to-refund-a-customer.md): Adfin doesn't process refunds. If you need to give money back to a customer you charged through Adfin, refund them directly from your own bank account.
- [A card payment was declined](https://support.adfin.com/en/articles/15458325-a-card-payment-was-declined.md): What the decline reason in the activity log means, and what your customer can do next.
- [Why is my payout delayed, missing, or a different amount?](https://support.adfin.com/en/articles/15460304-why-is-my-payout-delayed-missing-or-a-different-amount.md)
- [My customer's bank shows the payment but Adfin doesn't](https://support.adfin.com/en/articles/15461739-my-customer-s-bank-shows-the-payment-but-adfin-doesn-t.md)
- [What happens if my customer raises a dispute](https://support.adfin.com/en/articles/15555834-what-happens-if-my-customer-raises-a-dispute.md): What a dispute \(chargeback\) is, what happens to the money, and whether it can be challenged.
- [My customer cancelled their direct debit mandate](https://support.adfin.com/en/articles/15073595-my-customer-cancelled-their-direct-debit-mandate.md): What happens when a customer cancels their direct debit, and how to set up a new mandate if you need one.
- [Can I accept American Express?](https://support.adfin.com/en/articles/15082085-can-i-accept-american-express.md): Not yet. Amex is planned for the next couple of months. Email us to have your account flagged so it's switched on for you as soon as it's live.
- [My customer paid outside Adfin: how do I stop reminders?](https://support.adfin.com/en/articles/15082098-my-customer-paid-outside-adfin-how-do-i-stop-reminders.md): How to mark an invoice as paid when the money came in by bank transfer, cash, or another route outside Adfin, so reminders stop.
- [Do you take currencies other than GBP?](https://support.adfin.com/en/articles/15082137-do-you-take-currencies-other-than-gbp.md): Not yet. Adfin only accepts GBP at the moment. Overseas customers can still pay by card and their bank handles the FX.
- [Can I increase my direct debit payment limit?](https://support.adfin.com/en/articles/15082246-can-i-increase-my-direct-debit-payment-limit.md): By default, Adfin can collect up to £5,000 per invoice via direct debit. Higher limits are available on request.
- [I cancelled a schedule but my customer was still charged](https://support.adfin.com/en/articles/15082374-i-cancelled-a-schedule-but-my-customer-was-still-charged.md): Cancelling a schedule stops future payments only. Any payment already raised under it will still collect unless you cancel it individually.
- [Why can't I cancel, stop or edit a direct debit payment?](https://support.adfin.com/en/articles/15327282-why-can-t-i-cancel-stop-or-edit-a-direct-debit-payment.md): What you can't change once a direct debit is Submitted, and what you can still do .
- [Troubleshooting common issues between Adfin and Xero](https://support.adfin.com/en/articles/11647134-troubleshooting-common-issues-between-adfin-and-xero.md): Having trouble syncing data between Adfin and Xero?
- [Why is there a mismatch between the invoice status in my accounting software and Adfin?](https://support.adfin.com/en/articles/12688184-why-is-there-a-mismatch-between-the-invoice-status-in-my-accounting-software-and-adfin.md): You may notice differences between invoice statuses in Adfin and your accounting software. This guide explains why these discrepancies occur, what they mean, and how to interpret them correctly.
- [How to retrigger an invoice import from Xero to Adfin](https://support.adfin.com/en/articles/10547164-how-to-retrigger-an-invoice-import-from-xero-to-adfin.md): If an invoice created and approved in Xero is not appearing in Adfin, follow these steps to ensure it is successfully imported