Troubleshooting Buy Now, Pay Later Payment Options – Help @ Practice Better

If BNPL options aren't displaying at checkout, several settings may need adjustment. This guide walks you through the most common reasons BNPL doesn't appear and how to resolve each issue, plus answers frequently asked questions about BNPL compatibility and usage.

In this article:

Common Reasons BNPL Doesn't Display
Checking Your Practice Better Settings
Checking Your Stripe Settings
Verifying Your Account Status
Understanding Transaction Thresholds
Frequently Asked Questions

Common Reasons BNPL Doesn't Display

When BNPL payment options (Klarna, Affirm, or Afterpay/Clearpay) don't appear at checkout, it's typically due to one of these settings:

Required billing information or save payment method setting is enabled
Cross-border transaction limitations*
BNPL methods not enabled in Stripe Dashboard
Transaction thresholds set incorrectly
100% discount coupon applied
No payment being collected at booking

BNPL options don't display error messages to clients — they simply don't appear as payment options. Clients will see standard credit card payment methods instead.

*Exception: Klarna supports cross-border payments for accounts based in the EU, EEA, UK, and Switzerland — clients in any of those regions can use Klarna as long as invoice currency matches their location.

Checking Your Practice Better Settings

Required Billing Information and Save Payment Method Settings

BNPL won't display if you've enabled settings that require clients to save their billing information for future payments. This is because BNPL payment methods cannot be stored on file.

BNPL providers pay you on behalf of your clients, then collect installments directly from clients over time. Since the payment doesn't come from your client's card or bank account, there are no billing details to store. Practice Better cannot save BNPL provider credentials the way it stores credit card information.

Where These Settings Appear

The billing information settings can be enabled in two places, and they work independently based on how your client is paying:

For Services, Packages, and Programs:

This setting applies when clients book through your public booking page.

Go to My Practice > My Services (or My Packages / My Programs).
Click Edit on the service, package, or program you want to verify.
Click on the Advanced Options tab near the top of the page.
Look for the "Require clients to save billing information" checkbox and ensure it is unchecked.
If this box is checked, BNPL won't be displayed to clients booking this service through your public booking page.
Click Save Changes near the top-right.

📍 Note: This setting defaults to off when you create new services, packages, or programs. If BNPL isn't displaying, check whether you've manually enabled this setting.

For Individual Invoices:

This setting applies when clients pay an invoice you've sent them directly.

Open the editing page for the invoice you want to verify.
Scroll to the bottom of the invoice editing page.
Look for the "Save billing information for future payments" checkbox and ensure that it’s unchecked.
Click Save near the top of your page.

Cross-Border Transaction Limitations

BNPL providers only support domestic transactions, meaning your client must be in the same country as your Practice Better Payments account.

What This Means:

If your Practice Better Payments account is US-based, only clients with US billing addresses can use BNPL
Canadian, UK, or other international clients will see credit card payment options only
This is a BNPL provider limitation, not a Practice Better restriction

Exception for Klarna: If your Practice Better Payments account is based in the European Economic Area (EEA), United Kingdom, or Switzerland, you may accept Klarna payments from clients in any of those regions — as long as the invoice currency matches the client's location.

💡 Tip: International clients can still pay with credit cards. BNPL options simply won't display for cross-border transactions.

Payment Collection Scenarios

BNPL is only available when clients are actively making a payment. BNPL won't display in booking scenarios where no payment is being collected, including:

Suggest payment with no payment made: Client books an appointment but doesn't pay immediately
Display Fee: Pricing is shown without collecting payment
Hide Fee: No payment is collected at the time of booking

📍 Note: BNPL requires an active payment transaction with a specific amount to process. For booking flows where payment is optional or deferred, clients will only see BNPL options if they choose to make a payment during that session.

Discount Coupons and BNPL

BNPL options won't display when a 100% discount coupon is applied because there's no amount to finance. BNPL providers process payments for a purchase amount — when the total becomes $0 after a coupon, there's nothing for the BNPL provider to pay on the client's behalf.

For Partial Discount Coupons: Clients can apply discount codes (created in Practice Better) and then select a BNPL payment method. The discounted amount will be processed by the BNPL provider.

📍 Note: Clients must apply the coupon code first, before selecting their payment method. Discount codes can only be applied through the public booking page checkout — clients paying direct invoices cannot apply discount codes.

Checking Your Stripe Settings

BNPL payment methods must be enabled in your Stripe Dashboard to display at checkout. Even if your Practice Better Payments account is active, BNPL won't show if the methods are disabled in Stripe.

How to Check if BNPL Methods Are Enabled

Log in to your Stripe Dashboard by clicking View in Stripe from your Practice Better Payments Dashboard.
In Stripe, click the gear icon in the top-right corner to access Settings.
Under the Payments section, click Payment methods.
You'll see a list of all available payment methods with their current status.

How to Enable BNPL Payment Methods

If a BNPL provider shows as disabled:

Click on the payment method name (Klarna, Affirm, or Afterpay).
Click the Enable button.
The change takes effect immediately for all new checkout sessions.

How to Disable BNPL Payment Methods

If you want to stop offering a specific BNPL provider:

From the Payment methods page, click on the payment method name (Klarna, Affirm, or Afterpay).
Click the Disable button.
The change takes effect immediately — clients will no longer see this option at checkout.

💡 Tip: Changes to payment method settings in Stripe apply immediately. If you enable or disable a BNPL method, clients will see the updated options on their next checkout session.

Verifying Your Account Status

Your Practice Better Payments account must have "Complete" or "Enabled" status for BNPL payment methods to function properly.

How to Check Your Account Status

Click your Settings (gear icon) and select Payments Dashboard in Practice Better.
Look at the top-right corner of any Payments Dashboard tab for your account status badge.

Hover over the status badge to see what it means and any required actions.

Account Statuses and BNPL Availability

Status	What It Means	BNPL Available?
Complete	Account operates at full capacity	✅ Yes
Enabled	Account is active and operational	✅ Yes
Pending	Account under review; awaiting approval	❌ Limited or No
Restricted	Payouts or payments disabled; action required	❌ No
Rejected	Application declined	❌ No

Learn more about account statuses: Using the Practice Better Payments Dashboard →

📍 Note: If your account shows "Restricted," "Pending," or "Rejected" status, click View in Stripe from your Payments Dashboard to see what information Stripe needs. Resolving account status issues typically restores full payment method functionality, including BNPL.

Understanding Transaction Thresholds

Transaction thresholds determine the minimum and maximum purchase amounts eligible for each BNPL provider. If you've manually adjusted these thresholds in Stripe and set them outside your typical service pricing, BNPL options may not display when you expect them to.

What Are Transaction Thresholds?

Each BNPL provider has default minimum and maximum transaction limits:

Klarna: $10 minimum (varies by payment option and region)
Affirm: $50 minimum
Afterpay: $1 minimum (varies by country)

You can customize these thresholds in Stripe to better match your practice's pricing structure. However, setting thresholds too high or too low can prevent BNPL from displaying.

Common Threshold Issues

Example Problem: You set a $1,000 minimum threshold for Klarna, but your package is priced at $500. Even though $500 is within Klarna's standard range, Klarna won't appear because your custom threshold excludes it.

How to Check and Adjust Transaction Thresholds

In your Stripe Dashboard, go to Settings > Payment methods.
Click the Enabled filter to see active payment methods.

Click on the BNPL provider you want to check (Klarna, Affirm, or Afterpay).
Click the Customize button.

Review the minimum and maximum transaction amounts shown.
If the thresholds don't align with your service pricing, adjust them to appropriate amounts.
Click Save to update the settings.

Resetting to Default Thresholds

If you've customized thresholds and want to return to the provider's defaults:

Go to the payment method's customization settings (follow steps above).
Note the payment method’s default minimum and maximum amounts, and set them in your rules.
Save the changes to restore default thresholds.

📍 Note: Payment methods with customized thresholds display a "Custom" tag in your Stripe Dashboard. This helps you identify which methods have been adjusted from their defaults.

Universal Threshold Setting

⚠️ Important

Transaction threshold adjustments in Stripe apply globally across all team members and all transactions when using managed billing. You cannot set different thresholds for specific services, packages, or team members. The thresholds you configure affect every checkout session where that BNPL provider is available.

Frequently Asked Questions

Q: Why aren't BNPL methods displaying as a payment option?

A: BNPL won't display if you've enabled settings that require or allow clients to save their billing information for future payments. This includes:

"Require clients to save billing information" checkbox on services, packages, or programs
"Save billing information for future payments" checkbox on invoices
"Securely store my payment details" client-facing option at checkout

BNPL payment methods cannot be stored on file because the payment doesn't come from your client's card or bank account — it comes from the BNPL provider on the client's behalf.

To enable BNPL options, disable these settings for applicable services, packages, programs, or invoices. See [Checking Your Practice Better Settings] above for detailed instructions.

Q: Can clients use BNPL with Practice Better's payment plans?

A: No. BNPL is only available when clients select "Pay in Full" at checkout. These are two different approaches to payment flexibility:

Practice Better Payment Plans: You manage the installment collection through Practice Better
BNPL: The third-party provider manages the installment collection

Clients choose one approach or the other based on their needs.

Learn more about Setting Up Payment Plans in Practice Better →

Q: Can clients use BNPL to pay partial payments on an invoice?

A: Technically yes, but this is not recommended. If you enable partial payments in your practice better invoice, and a client uses BNPL to pay only the minimum amount, they'll finance that minimum payment through the BNPL provider but still owe you the remaining invoice balance. This creates confusion and requires additional payment collection on your part.

For the best client experience, use either Practice Better's partial payment feature to collect credit card payments OR BNPL with "Pay in Full" — not both together.

Q: Why doesn't BNPL display when I apply a 100% discount coupon?

A: BNPL options won't appear when a 100% coupon is applied because there's no amount to finance. BNPL providers process payments for a purchase amount — when the total becomes $0 after a coupon, there's nothing for the BNPL provider to pay on the client's behalf.

If your client has a 100% discount, they can complete checkout without selecting a payment method.

Q: Why doesn't BNPL appear when clients book without paying?

A: BNPL is only available when clients are actively making a payment. If you've configured your booking flow to allow clients to book without immediate payment (Suggest payment with no payment made, Display Fee, or Hide Fee), BNPL won't display because there's no payment transaction occurring.

Clients will only see BNPL options when they're completing a payment during that booking session.

Q: Can international clients use BNPL?

A: Cross-border (non-domestic) BNPL transactions are supported only by Klarna, and only for businesses located in the EU, EEA, UK, and Switzerland.

All other BNPL providers support domestic transactions only. Your client's billing address must be in the same country as your Practice Better Payments account for BNPL to display.

Q: When will I receive payment from BNPL transactions?

A: Settlement timing varies by provider, typically ranging from 1-5 business days after the transaction is processed.

For specific payout schedules:

Q: How do refunds work with BNPL?

A: Process refunds through your usual workflow in Practice Better. The BNPL provider cancels future client payments and refunds installments already paid. Original transaction fees are not refunded. Refund time limits vary by provider (120-180 days from purchase).

For complete refund procedures:

Processing Refunds in Practice Better →

Q: Why is BNPL showing for some clients but not others?

A: This is normal. BNPL providers dynamically determine eligibility for each client based on their location, the transaction amount, and the currency. Different clients may see different BNPL options — or none at all — based on these factors.

Q: I enabled BNPL in Stripe, but it's still not showing. What else should I check?

A: Verify the following in order:

Account status: Is your Practice Better Payments account "Complete" or "Enabled"?
Billing information settings: Are "require billing information" and "save payment method" options disabled for the service/invoice?
Transaction amount: Does the invoice amount fall within the provider's limits and your custom thresholds? Is it greater than $0 after any coupons?
Client location: Is your client in the same country as your Practice Better Payments account?
Payment selection: Did the client select "Pay in Full" (not a payment plan)?
Payment scenario: Is a payment actually being collected, or is this a "book without payment" flow?

Q: Can I disable BNPL for low-priced services but keep it for packages?

A: Not directly. BNPL settings in Stripe are global and apply to all transactions. However, you can use transaction thresholds to accomplish this. For example, set a $100 minimum threshold to prevent BNPL from displaying on consultations priced under $100 while keeping it available for higher-priced packages.

See [Understanding Transaction Thresholds] above for instructions.

Q: What happens if I change BNPL settings while a client is checking out?

A: Changes to payment method settings in Stripe take effect immediately for new checkout sessions. We recommend making setting changes during off-hours when clients are less likely to be actively checking out to avoid any potential disruption.

Q: Do discount codes prevent BNPL from displaying?

A: Partial discounts: No. Clients can apply discount codes (created in Practice Better) and then select a BNPL payment method. The discounted amount will be processed by the BNPL provider.

100% discount coupons: Yes. When a 100% coupon is applied and the total becomes $0, BNPL won't display because there's no amount to finance.

📍 Note: Clients must apply the coupon code first, before selecting their payment method. Discount codes can only be applied through the public booking page checkout — clients paying direct invoices cannot apply discount codes, regardless of payment method.

Q: Can team members manage BNPL settings independently?

A: It depends on your billing setup:

With Managed Billing: All payments flow through the team owner's Practice Better Payments account. BNPL settings managed in Stripe apply globally to all team members and all transactions.

With Unmanaged Billing: Each team member has their own Practice Better Payments account and can manage BNPL methods independently in their own Stripe Dashboard.

Q: How do I know which transaction thresholds are currently set?

A: You can review these thresholds in your Stripe Dashboard.

Go to Settings > Payment methods in your Stripe Dashboard.
Click on each BNPL provider (Klarna, Affirm, Afterpay) to open the payment method details.
Look for a "Custom" tag — this indicates you've adjusted the default thresholds.
Click the Customize button to update the current minimum and maximum amounts.

Q: If BNPL still isn't working after checking all settings, what should I do?

A: Contact Practice Better Support for assistance; send an email to payments@practicebetter.io

Our team can review your specific account configuration and help identify any additional factors preventing BNPL from displaying.

When you contact us, let us know:

Which BNPL provider(s) aren't displaying
Your Practice Better Payments account status
The approximate transaction amount
Whether you've checked the settings listed in this article
Whether clients are booking with or without immediate payment

Related Articles:

💡 Need Help? Contact Practice Better Support for personalized troubleshooting assistance. Our team can review your account settings and help resolve BNPL display issues.

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