Common Issues and Solutions

Troubleshoot common issues with invoices, payments, clients, and settings in Billo Invoicing.

Invoice Issues

Invoice Not Sending

Problem: Invoice email not sending

Solutions:

  • Check client email address is correct
  • Verify email notifications enabled
  • Check spam/junk folder
  • Ensure invoice isn't already sent
  • Try resending invoice
  • Contact support

Problem: Stripe payment link not appearing

Solutions:

  • Ensure Stripe is connected
  • Check Stripe account status
  • Verify payment links enabled
  • Test connection
  • Contact support if persists

Invoice Totals Incorrect

Problem: Calculations seem wrong

Solutions:

  • Check VAT settings (inclusive vs exclusive)
  • Verify line item amounts
  • Check discount application
  • Review CIS calculations (if applicable)
  • Recalculate totals

Client Issues

Client Not Appearing

Problem: Can't find client in dropdown

Solutions:

  • Check client is active (not archived)
  • Verify spelling in search
  • Check filters applied
  • Ensure client saved properly
  • Refresh page

CSV Import Failing

Problem: Client import not working

Solutions:

  • Check CSV format (UTF-8 encoding)
  • Verify required fields present
  • Check for duplicate emails
  • Review error messages
  • Fix issues and re-import

Payment Issues

Payment Not Updating Status

Problem: Invoice still shows unpaid after payment

Solutions:

  • Check Stripe webhook setup
  • Verify payment in Stripe dashboard
  • Manually mark as paid
  • Check payment link used
  • Contact support

Stripe Connection Issues

Problem: Can't connect Stripe

Solutions:

  • Verify Stripe account active
  • Check API credentials
  • Test connection
  • Review Stripe dashboard
  • Try reconnecting

Settings Issues

Changes Not Saving

Problem: Settings not updating

Solutions:

  • Refresh page
  • Check internet connection
  • Try logging out and back in
  • Clear browser cache
  • Contact support

Defaults Not Applying

Problem: Invoice defaults not working

Solutions:

  • Verify defaults saved
  • Check invoice creation form
  • Ensure defaults enabled
  • Review settings
  • Test with new invoice

Getting Help

Contact Support

  • Email support
  • In-app support form
  • Discord community
  • Help center articles

Provide Information

  • Describe issue clearly
  • Include screenshots
  • Mention steps to reproduce
  • Note browser/device
  • Share error messages

Most issues have simple solutions - we're here to help!

You can reach us any time through our support portal, through the chat in the bottom right of this page, or through https://billoinvoicing.com/contact