When customers report that the Add Payment Method button is inactive, please go through the following checklist to identify the cause:
In Portal:
1 - User access and permissions:
- Do not masquerade: Only external users can add a payment method. If you are masquerading as the client, it is expected behavior for the button to be greyed out.
- Verify the user’s role: Only Admin and Billing roles have the permission to add payment methods. Please refer to this customer-facing article.
2 - Billing hierarchy:
- Check the 'Bill-to' Account: Verify which account is responsible for billing. If the 'bill-to' is a different account, the customer must enter the payment method on the specific account responsible for payment.
3 - Contract Replication:
- Confirm if the contract has been successfully replicated.
In SFDC:
- Opportunity status: must be ‘Closed Won’
- At the contract level, verify if:
- A signed contract is created
- The ‘Sojern Entity’ field is populated
- At the Account level, ensure the following fields are populated and not left blank:
- Account Owner
-
Account Identifier
Note: Please ensure these fields are updated in SFDC. If you're unable to populate them, please reach out to the seller or submit an SFDC ticket.
If none of the above seems to cause the issue, please submit a Jira ticket to ProdOps.