How an invoice reaches you. Monthly services bill on the 1st. The invoice is generated ahead of the due date — that's why it's marked pro forma or unpaid when it first appears — and if a card is saved it collects automatically on the due date. An unpaid invoice with a future due date isn't a problem or a duplicate; it's just early.
"I've paid but it still shows unpaid." Check the invoice number and due date. Nine times out of ten it's next month's invoice you're looking at, generated after you paid this month's. If it genuinely is the same invoice, open a Billing ticket with the payment date and amount and we'll trace it — nothing is charged twice without being refunded.
Updating or adding a card: client area → Billing → Payment Methods. Add the new card, set it as default, and remove the old one. Do this before the 1st if the old card is expiring, or the collection fails and you'll get a reminder.
Paying by bank transfer: possible for annual or retainer invoices — ask on a Billing ticket and we'll send our bank details on headed paper, and a pro forma if your finance team needs one for a purchase order.
Falling behind: you'll get three reminders before any suspension, and paying reinstates the service automatically within minutes.
