What Your Customers See When They Pay

Updated May 22, 2026

On this page

The full customer payment experience

Here's exactly what your customer sees from start to finish when you send them an invoice or payment portal link:

  1. Email or text arrives — they receive a notification with a "Pay Invoice" button.

  2. They click the link — opens a Truss-hosted payment page (branded with your company name).

  3. Email verification — they enter their email address and receive a 6-digit code. They enter the code to verify (check spam if delayed).

  4. Invoice view — they see their open invoices in the Unpaid tab. They select the invoice to pay.

  5. Payment method — they choose bank transfer or card. The total includes the platform fee (3.25% + $0.30), and we waive it when they pay by bank transfer.

  6. Bank connection — if paying by bank, they connect via Plaid or enter routing/account numbers manually.

  7. Confirmation — payment submitted. You're notified and the invoice status updates in Truss.

Tip: Customers do NOT need to create a Truss account. They just verify their email and pay. The whole process takes about 2 minutes.

If a customer can't find their invoice

  • Confirm you sent the invoice to the correct email address

  • Have them check the Unpaid tab (not All)

  • Make sure they log in with the same email the invoice was sent to

If a customer can't receive the verification code

  • Ask them to check spam/junk
  • Click Resend code (wait 60 seconds first)
  • If their email address is wrong in Truss, update it in Contacts first

If Plaid fails for the customer

Tell them to look for "Enter account details manually" — they can type their routing and account numbers directly without Plaid.

If entering account details manually: Instead of logging in, you can manually enter your routing and account numbers. If you do this, your bank will need a day or two to verify the account before you can pay.

Truss will send a small micro-deposit to that account with a 3-letter verification code attached — this can take 1–2 business days to show up. Once it does, come back to this same Select accounts page and enter the code next to your bank account before you can check the terms box and pay.

Tip: Plaid encrypts your login and never shares it with Truss or your contractor — only your account and routing number are used.

Once your bank is linked, check the box to accept the terms, then click Pay.