Troubleshoot invoice and payment issues

Issues may arise with invoices that need your attention. Here's a summary of some of the common issues you may face and how to deal with them.

Invoice incorrectly marked as paid

An invoice was incorrectly marked as paid. You can undo this with the following steps.

  • Go to the invoice record.
  • Look at the table of payments below the invoice.
  • Go to the action menu (...) next to the payment.
  • Choose delete

This will remove the record of payment from the invoice and return the invoice to its unpaid state. Note that if you do this for a membership subscription invoice it could immediately cause the subscription to become expired, depending on the date of the invoice and the grace period.

Unable to mark an invoice as paid

If a membership subscription has expired you will no longer be able to mark a linked invoice as paid. If the person did pay but you didn't get around to marking the invoice as paid before the end of the grace period the best thing to do is to create a new subscription for the member. See Troubleshooting membership subscriptions for more details.

Payment not collected

Payments for invoices are usually collected automatically if a member has a Direct Debit mandate linked to their contact record.

If a member creates a new Direct Debit all subscriptions and invoices should be automatically changed to Direct Debit so that payments can be collected automatically.

However, it is possible to change the payment method of an individual invoice independently of the subscription so they can become out of sync. If payment has not been collected as you would expect you can check the invoice directly and edit the payment method if needed.

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