For: Front office teams and Prommt account administrators.
Why this happens
Prommt sends a receipt automatically after every successful payment — but only if receipts are enabled on your account and the customer's contact details are correct. If a customer isn't receiving their receipt, it's usually one of four things: receipts are turned off, the contact details are wrong, the receipt is going to spam, or there's a template issue.
Step 1 — Check receipts are enabled
Go to Settings → Receipts and confirm Enable Receipts is toggled on. If it's off, no receipts will be sent to any customer regardless of their contact details.
If it was off and you've just turned it on — click Save Changes. Receipts will now send on all future completed payments. Note that receipts cannot be retrospectively sent for payments that completed while the toggle was off.
Step 2 — Check the customer's contact details
Open the relevant payment request in View Payments and confirm the email address and mobile number are correct.
A single typo in an email address means the receipt goes nowhere
A missing or incorrect country code on a mobile number means the SMS won't deliver
If the details are wrong, you won't be able to edit a completed payment request. Contact the customer directly to confirm their correct details and manually send them a receipt or confirmation if needed.
Step 3 — Ask the customer to check spam
Email receipts can be filtered into spam or junk by the customer's email provider — particularly if they haven't received a Prommt email before.
Ask the customer to:
Check their spam or junk folder
If they find it there, mark it as not spam — this improves future deliverability from your sending address
Step 4 — Check the receipt template
Go to Settings → Receipts and confirm a valid template is selected for both the email and SMS receipt. If a template has been deleted or is misconfigured, receipts may fail to send even when the toggle is on.
If you're unsure, set both to Default Template and save — this uses Prommt's standard receipt format and is always valid.
Step 5 — Check the delivery status
Open the payment request in View Payments and check the delivery status for the receipt. If it shows a delivery failure, the issue is likely with the contact details or the customer's email provider filtering the message.
What success looks like
The customer receives a receipt by email and/or SMS immediately after their payment completes. The receipt confirms the amount paid, the payment date, and the relevant reference details from the payment request.
Troubleshooting
Receipts are enabled and details are correct but the customer still isn't receiving them. Contact Prommt Support via the chat button in your dashboard with the payment reference. We can check the send logs and confirm whether the receipt was dispatched and where delivery failed.
We want to turn off SMS receipts but keep email receipts. Receipts are currently controlled by a single toggle — you can't disable one channel independently from within the settings page. Contact Prommt Support if you need channel-specific receipt configuration.
A customer needs a copy of their receipt but we can't resend it. You can manually provide payment confirmation details from the payment record in View Payments — amount, date, reference, and payment method are all visible there. Contact Prommt Support if a formal resend is needed.
Receipts stopped sending after we changed our template. Go to Settings → Receipts and check the selected template is still valid. If the template was edited or deleted after being selected, it may no longer be rendering correctly. Switch to Default Template to restore receipt sending immediately.