Plan / permission: Pause an invoice and edit contacts on every plan. Only an Admin can turn Never chase on or off. The kill switch is Admin only. This is not a plan upsell.
Act in this order so nothing else leaves while you fix data. You remain the creditor. PayBlah is not a third-party collector.
Stop further sends, then fix the record
- Open Customers and the company. If many messages might leave, an Admin can use Settings → Reminder defaults → Halt all sending until the list is clean.
- On one invoice: Pause chasing. On the whole company: an Admin switches Never chase (Standard members see Never contact and cannot flip it).
- Edit the contact email or phone to the right person. Archive obsolete contacts rather than leaving stale addresses active.
- Add a private note of what happened and when. Private notes are never sent to the customer.
- Review Activity for what already sent. Do not pretend it did not.
If they used the portal
- This isn't me — destinations for those details are suppressed and chaseable invoices pause. The customer is not marked never-chase. Fix the record before you resume.
- Ask them to stop chasing / Stop messages — this is a request. Follow-up continues until an Admin Accepts or Declines it in Activity. Accepting can set never-follow-up; the request alone does not.
- A carrier SMS STOP (if texts are ever enabled) is a different, automatic mute. It is not the Stop Requests queue.
Expected result
No further automated Workflow step goes to the wrong address. The customer record shows the corrected contact. History of what already left stays in Activity.
If something looks wrong
- You are not an Admin and Never chase will not save — pause the invoices and ask an Admin.
- A stop request is still open and reminders continue — that is expected until you Accept or Decline.
- Then contact Support. The subject list still says Question about a debtor or invoice — that is the live label; the nav is Customers.
Responsibility
PayBlah sends reminders as your business. You are responsible for content and who you contact. Confirm local rules with your own advisor. This is not legal advice and not a collection instruction.