Invoices and receipts

Invoices is the record of what you have been charged and what you have paid: each invoice and whether it is paid, and every payment with its receipt.

It is where you go when accounts asks for proof of a payment, when a renewal did not go through, or when a bank transfer needs matching to an order.

An invoice is raised when something is charged: a renewal on the 1st, or a change part-way through a period. Everything renewing on the same day shares one invoice, with a line per product — and, for a Send plan, a line for last month's emails beyond the plan.

Each invoice reads one of:

• Paid — settled.
• Due — not paid yet. The card is tried on the billing date and again 3, 7 and 14 days later; with no card, you are emailed a link to pay.
• Unpaid — every try failed. Mail is suspended and Send and Marketing are on their free plans until it is paid.
• Being checked — a renewal we are looking at before charging it. You do not need to do anything.
• Cancelled — never owed.

Each payment carries a reference, the thread tying the money to the invoice. On a bank transfer it is the narration you were asked to use; on a card it identifies the transaction. Quote it in any question about a payment and the answer arrives far faster.

A new organization sees an empty list: nothing has been charged yet.

Nothing to configure. This is how to use it.

1. Go to Invoices.
2. Find the invoice by date and amount.
3. For an invoice that is due, choose Pay now rather than waiting for the next retry.
4. Take the reference when raising anything with your accounts team or with support.
5. If a bank transfer you sent is not listed as paid, it has not been matched yet — see below before assuming it is lost.

An invoice is due and the card keeps failing. Replace the card in Payment methods, then choose Pay now on the invoice. After the last retry, Mail is suspended and Send and Marketing go back to their free plans; paying the invoice restores them.

A bank transfer is not showing as paid. Two ordinary causes: the transfer has not cleared, or it went without the reference. If it carried the reference and a working day has passed, open a ticket quoting the date, amount and reference.

The amount is not what you expected. Every product renewing that day is on one invoice, plus any Send emails over the plan last month. A change part-way through a period has an invoice of its own. Usage shows what each product used.

You think you were charged twice. Open a ticket with both references before doing anything else. An invoice is paid once; a second charge for it is refunded.

The list is empty but you have paid. Confirm you are looking at the right organization if you belong to more than one — the switcher is at the top of the dashboard.

You need a formal invoice document rather than a record. Open a ticket with the reference and say what your finance team needs on it.

• Billing and plans — what you are paying for
• Payment methods — the card renewals use
• Go to Invoices