User Guide

Jixaw Pay by Link (PayLink) is a payment collection tool that allows staff to generate secure, time-limited payment links and send them directly to customers via email or SMS. Customers click the link, complete payment through a hosted payment page, and their Tessitura record is automatically updated — no manual entry required.

Key features

• Generate payment links for ticket orders and donation pledges

• Deliver links via email or SMS

• Real-time payment tracking per link

• Supports credit card, Apple Pay, and ACH (Pay by Bank)

• Automatic Tessitura record updates on payment

• Automatic refund on Tessitura failure

• Full audit trail via the Order Activity report

Logging in

Navigate to your organization's PayLink URL (e.g. https://paylink.yourorg.com) and log in with your staff credentials. Staff may also access it through Tessitura under the constituents custom tab.

Selecting a tenant

If your organization has multiple tenants, you will be prompted to select one before accessing most features. The active tenant is shown in the header and on each page. All data displayed is scoped to the selected tenant only.

Navigation

The sidebar provides access to all main sections.

• Home - Dashboard overview 

• Orders - Ticket order payment links 

• Donations - Donation pledge payment links 

• Status - Service health and announcements 

• Insights - Reports and analytics 

• Support - Contact Jixaw support 

• Settings - Configuration 

The dashboard gives you an at-a-glance view of payment link activity for your tenant.

KPI widgets

• Pending - Links created but not yet paid 

• Sent - Links that have been sent and are awaiting customer action 

• Paid - Links successfully paid 

• Expired / Timed Out - Links that were not actioned within the expiry window 

Recent activity

The recent activity list shows the latest payment link events across all orders, including the order number, customer name, amount, status, and timestamp.

Service health

A quick indicator shows whether core services (Tessitura API, payment gateway) are operational. Click View Status for the full status page.

The Orders section lists all open ticket orders with a balance due. These are pulled live from Tessitura each time you load the page.

4.1 Finding an Order

Orders are displayed in a paginated list, sorted by order number (newest first) by default. Use the search bar to filter by customer name, order number, or email address.

Filter by status:

• All‚ shows every open order

• Sent‚ orders where a link has already been sent

• Pending‚ orders where no link has been sent yet

Sort options:

• Default (newest order first)

• Customer name (A‚ÄìZ)

• Amount ascending / descending

• Order number ascending

4.2 Generating a Payment Link

1. Locate the order in the list and click to expand it.

2. Review the outstanding balance shown in the order card.

3. Choose the delivery method: Email or SMS.

4. The email or phone number on file is pre-filled. You can override it if needed.

   (Optional) Adjust the expiry time. The default is set by your administrator. The maximum is 7 days.

5. (Optional) Override the amount if a partial payment is required.

6. Click Generate PayLink.

The link is created in Tessitura and sent immediately. The order status changes to Sent.

Note: Only one active link can exist per order at a time. If a link already exists, you can resend it rather than generating a new one.

SMS Consent

If you select SMS as the delivery method, you must confirm that the customer has provided consent to receive text messages. Check the consent checkbox before sending. The consent timestamp and staff member are recorded for audit purposes.

4.3 Order Statuses

• Pending - No link has been sent yet 

• Sent - Link has been sent, awaiting customer action 

• Paid - Customer has completed payment 

• Expired - Link expired before the customer paid 

• Timeout - Session timed out on the payment page 

• Failed - Payment was attempted but failed in Tessitura 

• Cancelled - Customer cancelled or declined on the payment page 

4.4 Resending a Link

If a customer reports they did not receive their link, or the link has expired, you can generate a new one by expanding the order and clicking Generate PayLink again. A fresh link with a new expiry will be created and sent.

The Donations section works identically to Orders, but lists open donation pledges (contributions) from Tessitura with an outstanding balance.

5.1 Finding a Donation

Use the search bar and filters in the same way as the Orders section. Donations show the fund description alongside the pledge amount so you can identify the pledge at a glance.

5.2 Generating a Donation Payment Link

The process is the same as generating an order link:

1.  Expand the donation record.

2.  Select the delivery method (email or SMS).

3.  Confirm or override the email/phone.

4.  Set the expiry if needed.

5.  Click Generate PayLink.

On payment, the pledge schedule in Tessitura is automatically updated and the received amount is recorded against the contribution.

Customers are presented with the available payment methods on the hosted payment page. The methods available depend on your organization's Windcave account configuration.

6.1 Credit Card

Visa, Mastercard, American Express, Discover, JCB, and Diners Club are supported. The customer enters their card details on the Windcave-hosted payment page. Card details are never handled by PayLink or Tessitura directly.

On successful payment, Tessitura records:

• Payment method (e.g. Mastercard)

• Masked card number (last 4 digits)

• Expiry date

• Auth code

• Windcave transaction reference

6.2 Apple Pay

Available on supported Apple devices and browsers. The customer authorises payment via Face ID, Touch ID, or passcode. The payment is processed identically to a card payment on the Tessitura side.

6.3 ACH / Pay by Bank

ACH (Automated Clearing House) allows customers to pay directly from their bank account via Plaid. The customer selects their bank, authenticates, and authorises the payment.

On successful ACH payment, Tessitura records the payment as a Cash / Paylink Pay by Bank entry with the Windcave transaction ID as the reference. Settlement typically takes 1–3 business days.

Note: ACH payments are not refundable through Tessitura. If a refund is required, it must be processed manually through the Windcave Payline portal.

Each order and donation has a live tracker that shows the current stage of the payment journey. Click Open live tracker inside any expanded order card to view it.

Tracker stages

1. Created - The payment link has been generated 

2. Sent - The link has been delivered to the customer 

3. Waiting - The customer has opened the link 

4. Paid - Payment has been completed successfully 

5. Expired - The link expired without payment 

The tracker also shows:

• A countdown timer (for active links)

• The Windcave transaction reference

• The payment amount

• A direct link to open the tracker in a new tab to share with a colleague

The Insights hub provides reporting tools for reviewing payment link performance.

8.1 Order Activity

A detailed log of every payment link event, organized by order. Expand any row to see the full event timeline including:

• When the link was created and sent

• When the customer opened the link

• Payment attempts, successes, and failures

• Reminder events

• Refund events

Use this report to investigate any order where payment did not go through as expected.

Filters available:

• Date range

• Status (paid, failed, expired, cancelled, etc.)

• Delivery method (email, SMS)

8.2 Analytics

High-level charts and KPIs showing:

• Total payment links generated over a selected period

• Conversion rate (sent → paid)

• Payment method breakdown (card, ACH, Apple Pay)

• Average time to pay

• Staff activity breakdown

Use the date range picker and quick filters (Today, Last 7 days, Last 30 days, This month) to narrow the view.

The Status page shows the current health of all services PayLink depends on, as well as any active maintenance windows or incidents.

Service tiles

• Tessitura API - Connection to your Tessitura instance 

• Payment Gateway - Windcave payment processing 

• Email Service - SMTP delivery 

• PayLink App - The PayLink application itself 

Each tile shows a coloured dot (green = operational, amber = degraded, red = down) and a status badge.

Announcements

Any scheduled maintenance windows, active incidents, or recent updates posted by your administrator are displayed at the top of the page. These also appear as a banner across the top of the application when active.

If you encounter an issue with PayLink, use the Support page to contact the Jixaw team.

Before submitting

Please have the following ready:

1. Your tenant or organization name

2. The order or donation number

3. What you expected to happen vs. what actually happened

4. Approximate time the issue occurred

5. A screenshot if available

Important: Do not include full card numbers, CVV codes, or passwords in your support request.

Opening a support request

Click Open Support Form on the Support page to open the Jixaw support form. Alternatively, click New tab to open it in a separate browser tab.

Typical response time is within 1 business day.

The Settings section allows administrators to configure how PayLink works for your organization. Access is typically restricted to admin-level staff.

Need the full editable/reference guide?

11.1 App Configuration

Controls global settings for the PayLink application including:

• Default payment link expiry time (in minutes)

• Seat release on timeout/failure (enable/disable)

• ACH payment method ID

• Default payment method fallback

Changes here take effect immediately for all new payment links generated.

11.2 MOS Expiry Rules

MOS (Method of Sale) Expiry Rules allow you to set different default expiry times for different MOS codes in Tessitura.

Adding a rule:

1.  Enter the MOS code.

2.  Enter the default expiry time in minutes.

3.  Toggle Editable by staff if you want staff to be able to override the expiry when generating a link.

4.  Click Add Rule.

Editing a rule:

Click the pencil icon next to any rule to edit it inline. Press the checkmark to save or X to cancel.

Deleting a rule:

Click the trash icon next to any rule. This cannot be undone.

If no rule exists for a given MOS, the global default expiry (set in App Configuration) is used.

11.3 Email Template

Customise the appearance of the payment link email sent to customers. Fields include:

• rom name — the sender name customers will see

• Subject line — the email subject

• Header colour — brand colour for the email header

• Logo URL — link to your organization's logo

• Intro text — opening paragraph in the email body

• Footer text — closing paragraph / legal text

• Button label — text on the payment call-to-action button

• Button colour — colour of the payment button

Use the Preview button to see how the email will look before saving. Click Save to apply changes. All new payment links will use the updated template immediately.

Available tokens (insert into subject or body text):

• {{OrderId}} - The order or donation number 

• {{Amount}} - The payment amount 

11.4 Public Status Messages

Controls the messages customers see at each stage of the payment journey on the hosted payment page.

Stages you can customise:

• Created (link received)

• Waiting (on payment page)

• Paid (payment successful)

• Expired (link expired)

• Failed / Cancelled

For each stage you can set a title and body message. Use the tab pills to switch between stages. Click Save after editing each stage.