# Cleo Pay Help Center > Answers for businesses that pay vendors with Cleo Pay, and for the vendors and contractors they pay. Each link below is a plain Markdown copy of the article. Every article in one file: https://cleo-pay.com/help/llms-full.txt Cleo Pay (Cleo Financial Inc.) is a business payments platform. It is not the Cleo AI personal budgeting app. Support: support@cleo-pay.com, or the form at https://cleo-pay.com/help/contact ## For vendors and contractors who get paid through Cleo Pay ### Getting paid by a business - [Someone paid you through Cleo Pay: what to do](https://cleo-pay.com/help/someone-paid-you-through-cleo-pay.md): A business you work with sent you money through Cleo Pay. Open the email from Cleo Pay, click Claim Your Payment, add your tax details and your bank account. It's free to get paid. - [Your payment is waiting: finish setting up to get it](https://cleo-pay.com/help/finish-setting-up-to-get-your-payment.md): If a business paid you through Cleo Pay and the money hasn't arrived, it's almost always waiting for you to finish signing up or add a bank account. Sign in at app.cleo-pay.com, finish the remaining steps, and the payment is released on its own. - [Do I need a Cleo Pay account to get paid?](https://cleo-pay.com/help/do-i-need-a-cleo-pay-account-to-get-paid.md): If a business invited you to get paid through Cleo Pay, yes, but it's a free receive-only account with no subscription. If the business typed in your bank details itself, you don't need one. - [How to add your bank account to get paid](https://cleo-pay.com/help/add-your-bank-account-to-get-paid.md): Click Add Bank Account, type the account holder name, account type, routing number and account number, check them on the review screen, then click Save bank account. It's ready to receive payments right away. - [When will my payment arrive?](https://cleo-pay.com/help/when-will-my-payment-arrive.md): The email Cleo Pay sends when a business pays you has the arrival time in its subject line. It's usually 1 to 3 business days. A second email tells you when the payment was sent to your bank and the date your bank should credit it. - [Why am I being asked to add my bank again when I've already been paid?](https://cleo-pay.com/help/asked-to-connect-a-bank-after-being-paid.md): The business that pays you moved to a new way of sending payments through Cleo Pay, and it can't pay into the bank you connected before. Add the same account again by typing its routing and account numbers, and your payments carry on. - [My bank sent a payment back. What now?](https://cleo-pay.com/help/your-bank-sent-a-payment-back.md): Your money is safe. It went back to the paying business's Cleo Pay balance. Sign in, click Enter bank details, add corrected or different bank details, and the payment is sent to you again. ### Your vendor account and taxes - [How to submit your W-9](https://cleo-pay.com/help/submit-your-w-9.md): In the Tax Information step, upload your W-9 PDF or type the details in: your legal name, your SSN or EIN, your address and your signature. Cleo Pay checks the name and number with the IRS. You can change them later in Settings. - [I didn't get my email verification code](https://cleo-pay.com/help/didnt-get-a-verification-code.md): The code comes from Cleo Pay with the subject Verify your business email for [your business name]. Check spam, wait a minute, then click Resend code. If the address is wrong, click Use a different email. Codes last 24 hours. - [Will I get a 1099 from a business that paid me through Cleo Pay?](https://cleo-pay.com/help/will-i-get-a-1099.md): A 1099-NEC comes from the business that paid you, not from Cleo Pay. When one is ready, we email you and it appears in your account under Settings, then Tax Forms, where you can download it. - [I can't find my client when creating an invoice](https://cleo-pay.com/help/cant-find-my-client-when-invoicing.md): Only businesses you're connected to on Cleo Pay show in the Contact list on a new invoice. Accept the business's invitation, or invite them yourself from Contacts with Add Contact, and they'll appear. ## For businesses that use Cleo Pay ### Getting started - [How do I set up my Cleo Pay account?](https://cleo-pay.com/help/set-up-your-cleo-pay-account.md): Sign up at app.cleo-pay.com, create a full business account, pick a plan, then follow the setup steps: business name, business details, beneficial owners, email, bank account and team. You can skip most steps and finish them later. - [What do I need to verify my business?](https://cleo-pay.com/help/what-you-need-to-verify-your-business.md): You need your business type, legal name, tax ID (EIN, or SSN for individuals and sole proprietors), address, annual revenue, number of workers and fiscal year end. Companies and partnerships also need details for the Account Representative and anyone who owns 25% or more. - [Why are payments turned off on my account?](https://cleo-pay.com/help/why-are-payments-turned-off.md): Every new Cleo Pay account starts with payments off. Finish setup, wait for your business to be verified, then click Book a call and talk to our team for a few minutes. We turn payments on after the call. - [Why did my business verification fail?](https://cleo-pay.com/help/why-did-business-verification-fail.md): Verification usually stops because a detail didn't match or a document is needed. Go to Settings, then Verification, and work through the Outstanding items. Each one has its own button, such as Upload document or Update tax ID. - [How do I invite my team and choose their roles?](https://cleo-pay.com/help/invite-your-team-and-choose-roles.md): Go to Settings, then Team Members, and click Add Member. Enter their email, pick Admin or a role such as Payer or Approver, and click Send Invitation. Each person who joins takes a seat on your plan. ### Bank accounts and balance - [How to connect your bank account](https://cleo-pay.com/help/connect-your-bank-account.md): An admin connects the bank you pay from in Settings, then Bank Accounts. Tick the ACH debit authorization, click Connect bank account and sign in to your bank. Your business has to be verified first. - [How to reconnect your bank account](https://cleo-pay.com/help/reconnect-your-bank-account.md): If Cleo Pay asks you to reconnect your bank, sign in at app.cleo-pay.com, go to Settings, then Bank Accounts, and click Reconnect Bank Account. Then sign in to your bank again. - [Why won't my bank connect?](https://cleo-pay.com/help/why-wont-my-bank-connect.md): The most common reasons are that your business isn't verified yet, the authorization box isn't ticked, or the bank window closed before an account was picked. The message on screen tells you which one it is. - [What is the Cleo Pay balance?](https://cleo-pay.com/help/cleo-pay-balance-explained.md): Your Cleo Pay balance is an account that holds money for your business inside Cleo Pay. You can add money from your linked bank, pay vendors from it, and withdraw to your bank. Payments from the balance are the fastest way to pay. - [Where does the money for a payment come from?](https://cleo-pay.com/help/where-does-the-money-for-a-payment-come-from.md): Each time you pay, you choose your Cleo Pay balance or your linked bank. The balance is faster because the money goes straight to the vendor. A linked bank payment first pulls the money into Cleo Pay, then sends it on. - [How to verify a bank with micro-deposits](https://cleo-pay.com/help/verify-a-bank-with-micro-deposits.md): If you add a bank by typing its routing and account numbers, Cleo Pay sends small deposits to prove it's yours. When they arrive in 1 to 2 business days, enter the code or the two amounts in Settings, then Bank Accounts. ### Bills and approvals - [How do I add a bill to Cleo Pay?](https://cleo-pay.com/help/add-a-bill.md): Go to Pay and click New Invoice. Drop the vendor's invoice into the Import invoice box and Cleo Pay fills in the form for you, or type the details in yourself. Pick the vendor, check the fields and click Submit. - [How do I forward invoices to my Cleo Pay inbox?](https://cleo-pay.com/help/forward-invoices-to-your-cleo-pay-inbox.md): An admin turns on Forward invoices to drafts in Settings > Inbound Email. That gives your business an address ending in @i.cleo-pay.com. Forward vendor invoices there, or have vendors send them there, and each one becomes a draft bill for you to review. - [How do I import bills in bulk from a spreadsheet?](https://cleo-pay.com/help/import-bills-in-bulk.md): On the Payments page, click the arrow next to New Invoice and choose Import CSV. Upload a CSV or Excel file, match its columns, review the bills and submit. Cleo Pay creates them in the background and emails you when it's done. - [Why does a bill say Possible duplicate?](https://cleo-pay.com/help/duplicate-bill-warnings.md): Cleo Pay checks each new bill against bills you already entered and flags it as a Possible duplicate when the invoice number, vendor or amount match. Open the bill to see what it matched, then mark it Not a duplicate or cancel it. - [How do bill approvals work in Cleo Pay?](https://cleo-pay.com/help/how-bill-approvals-work.md): When a bill's amount falls in one of your approval workflows, it waits as Awaiting Approval until each step is approved, then moves to Awaiting Payment. Bills that match no workflow skip approval, unless you've set vendor invoices to be blocked. - [How do I set up an approval workflow?](https://cleo-pay.com/help/set-up-an-approval-workflow.md): An admin can add approval workflows in Settings > Approvals. Each workflow covers a range of bill amounts and lists who approves, step by step, and who can pay. You can also add an extra approver to a single bill. - [How do I mark a bill as paid if I paid it outside Cleo Pay?](https://cleo-pay.com/help/mark-a-bill-paid-outside-cleo-pay.md): Open the bill and choose Mark as Paid Manually. Pick how you paid, add a note or a receipt if you like, and click Mark as Paid. No money moves through Cleo Pay; the bill is recorded as Paid. - [How do I add or invite a vendor?](https://cleo-pay.com/help/add-or-invite-a-vendor.md): Go to Contacts and click Add Contact. Invite the vendor by name and email so they add their own bank details, or click Add a Payee to enter their details yourself. Invitations expire after 30 days. ### Paying vendors - [How to pay a bill](https://cleo-pay.com/help/pay-a-bill.md): Open Pay, find the bill and click Pay. Choose your Cleo Pay balance or your linked bank, check the amount, then click Pay. The bill has to be approved first. - [How to pay many bills at once](https://cleo-pay.com/help/pay-many-bills-at-once.md): In Pay, tick the bills you want to pay and click Pay in the bar at the bottom. Pick a default source, change it for any bill if you need to, then click Pay All. Only bills that are awaiting payment can be paid this way. - [How to schedule a payment](https://cleo-pay.com/help/schedule-a-payment.md): When you pay a bill from your linked bank, turn on Schedule for Later and pick a date. You can pick any day from tomorrow up to 90 days ahead, and the payment goes out at 9:00 AM ET that day. - [How to cancel a payment](https://cleo-pay.com/help/cancel-a-payment.md): You can cancel a scheduled payment before its date, and a held payment while the vendor still hasn't accepted your invitation or added a bank. Once a payment is processing it can't be cancelled. ### Payment timing and problems - [How long do Cleo Pay payments take?](https://cleo-pay.com/help/how-long-do-payments-take.md): Most Cleo Pay payments reach the vendor in about 2 business days: 1 to 2 business days from your Cleo Pay balance, or 2 to 3 business days from your linked bank. - [What do the payment statuses in Cleo Pay mean?](https://cleo-pay.com/help/payment-statuses-explained.md): Cleo Pay shows two kinds of status. Each bill has a status such as Awaiting Payment, Payment Held, Payment Error or Paid, and each payment on a bill has its own, such as Processing, Held, Failed or Completed. - [Why is my payment held?](https://cleo-pay.com/help/why-is-my-payment-held.md): A payment is held when the vendor hasn't accepted your invitation yet or has no bank account Cleo Pay can pay. The money waits safely in Cleo Pay and is released to the vendor automatically once they finish. - [Why did my payment fail?](https://cleo-pay.com/help/why-did-my-payment-fail.md): A payment fails when a bank refuses it, for example because there wasn't enough money in the account or the account is closed. Open the bill to see the reason, fix it, then click Retry Payment. - [A vendor's bank sent back my payment](https://cleo-pay.com/help/a-vendor-payment-was-returned.md): When a vendor's bank sends back your payment, the money returns to your Cleo Pay balance. If the vendor's account was wrong or closed, we ask them for new bank details and resend the payment from your balance automatically once they add them. ### Invoices and getting paid - [How do I send an invoice in Cleo Pay?](https://cleo-pay.com/help/send-an-invoice.md): Open Get Paid, click New Invoice, pick the customer, add your items and payment terms, then click Submit and choose Save and Send. Your customer gets an email with a link to pay you by bank transfer. - [How do customers pay my invoice?](https://cleo-pay.com/help/how-customers-pay-your-invoice.md): Your customer clicks the pay button in your invoice email, enters their email, links their bank and clicks Pay. They don't need a Cleo Pay account. Cleo Pay emails you when the payment starts and again when it's complete. - [How do I send a payment reminder for an unpaid invoice?](https://cleo-pay.com/help/send-invoice-reminders.md): Open the invoice in Get Paid and click Send Reminder, or select several unpaid invoices and click Send Reminder in the bar that appears. Reminders go to customers that are businesses on Cleo Pay. For other customers, send the invoice email again. ### QuickBooks Online - [How to connect QuickBooks Online to Cleo Pay](https://cleo-pay.com/help/connect-quickbooks-online.md): An admin can connect QuickBooks Online in Cleo Pay under Accounting, then Integrations: click Connect and sign in to QuickBooks. Cleo Pay then pulls in your vendors, accounts and classes, and can send bills back to QuickBooks. - [What syncs between Cleo Pay and QuickBooks Online?](https://cleo-pay.com/help/what-syncs-with-quickbooks.md): Cleo Pay pulls your vendors, accounts, classes and departments from QuickBooks Online. It sends a bill to QuickBooks once the bill is approved and ready to pay, and records the bill payment when the bill is marked paid or synced as paid. - [How to fix QuickBooks sync errors](https://cleo-pay.com/help/fix-quickbooks-sync-errors.md): Open the bill and look at its QuickBooks card. It tells you what's wrong in plain words, with a How to fix list. Most errors come from a vendor or bank account that isn't matched to QuickBooks. Fix that, then click Retry sync. - [How do I move from Bill.com to Cleo Pay?](https://cleo-pay.com/help/move-from-bill-com.md): In Cleo Pay, go to Settings, then Migrate, and choose Bill.com. Upload your Bill.com vendor export to bring your vendors over, then your bill payments export to bring in your payment history as paid bills. ### W-9s - [How do I collect W-9s from my vendors?](https://cleo-pay.com/help/collect-w-9s-from-vendors.md): When a vendor accepts your Cleo Pay invite, they fill in their W-9 details and sign as part of setting up. You can then download their W-9 from the vendor's page in Contacts, or download every W-9 at once with Download All W9s. ### Account, plan and support - [How do Cleo Pay plans, seats and included payments work?](https://cleo-pay.com/help/plans-seats-and-included-payments.md): Cleo Pay has three plans: Starter, Growth and Max. Each is priced per seat and includes a set number of seats and payments a month. Payments past that are billed per payment. Admins see their plan under Settings, then Plan. - [Can I change the email I use to sign in to Cleo Pay?](https://cleo-pay.com/help/change-your-login-email.md): Not from inside the app. Edit profile only changes your name, phone number and photo. To change your login email, email support@cleo-pay.com from your current address. A business admin can also invite your new address to the team. - [How do I manage more than one business in Cleo Pay?](https://cleo-pay.com/help/manage-more-than-one-business.md): One Cleo Pay login can belong to several businesses. Click the Switch Account button next to your business name to see them all, pick one to open it, or click Create new business to add another. Each business has its own plan, bank, team and verification. - [How do I contact Cleo Pay support?](https://cleo-pay.com/help/contact-cleo-pay-support.md): Email support@cleo-pay.com. In the app, click Need Help? at the bottom of the sidebar to copy the address. Include your business name, what you were doing and any amounts, dates or names involved. - [Is Cleo Pay the same as the Cleo AI app?](https://cleo-pay.com/help/is-cleo-pay-the-same-as-cleo-ai.md): No. Cleo Pay is a payments platform for businesses, made by Cleo Financial Inc. It is not the Cleo AI personal budgeting and cash advance app, and we cannot see or change Cleo AI accounts.