This guide helps you resolve common Pay at Close issues. If you need general information about how Pay at Close works, see our Pay at Close Overview article.
Pay at Close Isn't Showing as a Payment Option
If Pay at Close isn't appearing in the Client Portal or you don't see it as an option, check these common causes:
Service not enabled:
Go to Settings → Services & Fees
Click into the specific service
Check if "Pay at Close" toggle is turned on under Payments
If disabled, clients won't see Pay at Close even if enabled globally
Inspection total outside limits:
Minimum: $50 (or your custom minimum set in Settings → Payments)
Maximum: $2,500
If inspection total is below minimum or above maximum, Pay at Close won't appear
Closing date too far out:
Closing date must be within 60 days of inspection date
System won't allow clients to proceed if closing date exceeds 60 days
This protects against extended payment delays
Spectora Payments not enabled:
Pay at Close requires Spectora Payments for payouts
If Spectora Payments isn't set up, Pay at Close won't be available
Understanding When You Get Paid
Timeline for inspector payout:
Client selects Pay at Close in Client Portal
You publish the inspection using "Publish All"
Spectora pays you within 1–2 business days
You get paid before the client's closing date
If you haven't been paid yet:
Open the inspection in Spectora
Check "Fees & Payments" box for current Pay at Close status
If inspection isn't published, use "Publish All" to trigger payout
Payout processes within 1–2 business days after publishing
To confirm client selected Pay at Close:
Check "Fees & Payments" box on Inspection Details page
Payment method will display as "Pay at Close"
Status shows current stage of the payment process
About the $0.50 Charge on Client Cards
When clients sign up for Pay at Close:
Spectora places a temporary $0.50 hold on backup credit card
This verifies the card is valid
Hold is automatically released after 7 days
This is not a charge—it's a temporary authorization
Won't appear on client's final statement
Making Changes After Client Selects Pay at Close
Check the "Fees & Payments" box to see current status, then follow the appropriate workflow:
If Status: "Client Selected Pay at Close"
You can freely make changes:
Add or remove services as needed
Spectora automatically updates the invoice
Updated invoice is resent to closing contact (client and agent cc'd)
Pay at Close amount recalculates automatically
No need to notify Pay at Close operations team
If Status: "Client Completed Pay at Close"
Invoice is finalized. Changes require manual handling:
To remove a service:
Refund the client directly by check
Transaction is already complete
To add a service:
Collect payment directly from client
Added service is outside completed Pay at Close transaction
Changing or Canceling Pay at Close
Client Wants Different Payment Method
If report is NOT published:
Contact Pay at Close operations at payatclose@spectora.com
Team cancels the Pay at Close selection
Client can choose another payment method in Client Portal
If report is published and you've been paid:
Payment is now due to Spectora from client
Contact Pay at Close operations at payatclose@spectora.com
Team coordinates with client to collect payment
No additional fees charged to client
Update Closing Date or Title Company
To update information:
Email payatclose@spectora.com
Include inspection link
Provide correct closing date or title company details
Team updates the information
When the Deal Falls Through
If client's closing is canceled:
Payment is still due per signed Pay at Close agreement
Contact Pay at Close operations at payatclose@spectora.com
Include inspection link and cancellation details
Spectora handles collection per agreement terms
Title Company or Lender Won't Allow Pay at Close
When title company or lender rejects Pay at Close:
Contact Pay at Close operations at payatclose@spectora.com
Include inspection link and details
Spectora works directly with client to collect payment before closing
No extra cost to client
If You Received Payment Directly from Client
If the client paid outside Spectora's system (check, cash, etc.), you’ll just need to record that payment on the inspection. Once added, the system will automatically cancel Pay at Close and reverse the payout from Spectora.
How to add the payment:
Open the inspection
Go to the Fees & Payments box
Click the three dots → Edit Fees & Payments
Select + Received Payment
Enter the payment amount and payment type
Click Save
After this is saved, Pay at Close will be canceled overnight automatically, and the funds paid to you by Spectora will be removed from your Stripe account. Please note that this process is done overnight and will not reflect immediately on the inspection.
Getting Help with Pay at Close
Contact Spectora Support (via chat or support@spectora.com)
Our regular support team can help with:
Setup and Troubleshooting:
General Pay at Close questions (how it works, benefits, costs)
Enabling or disabling Pay at Close in settings
Troubleshooting why Pay at Close isn't showing (service settings, amount limits)
Understanding Pay at Close features and setup
Technical Updates:
Updating closing date in the system
Updating closing contact name and email
Canceling Pay at Close before inspection is published
Checking payment status and transfer information
Viewing Stripe transaction records
Questions about overnight service adjustments (automatic transfers/deductions)
Contact Pay at Close Operations (payatclose@spectora.com)
The Pay at Close operations team handles complex scenarios and client coordination:
Payment disputes or collection issues
Title company or lender won't accept Pay at Close
Deal cancellations (when closing falls through)
Client paid you directly outside Spectora's system
Payment timing concerns ("Why haven't I been paid yet?")
Client wants to change payment method after you've been paid
Inspector eligibility questions or joining early access
Complex edge cases not covered in documentation
Include in your message to Pay at Close Ops:
Inspection link from Spectora
Description of issue or change needed
Relevant dates (closing date, inspection date, payment received date)
Client contact information if applicable
Response time: Pay at Close operations team responds within one business day.
If you have any questions or feedback, write in to our chat bubble or email support@spectora.com!
