Invoice Issues
Resolve problems with missing invoices, incorrect charges, and billing history access.
Having trouble with your invoices? This guide covers common invoice problems and how to resolve them quickly.
All invoices are stored permanently in your Stripe Customer Portal and can be accessed at any time through your billing settings.
Common Invoice Problems
Missing Invoice
You can't find an invoice you're looking for in your billing history.
Solution:
- Go to Settings > Subscription > Billing tab
- Click Manage Billing Information
- In the Stripe Customer Portal, view your complete invoice history
- Check that you're looking in the correct date range
If the invoice still doesn't appear:
- Verify the payment was successful (check your bank statement)
- Invoices may take a few minutes to generate after payment
- Contact support if the invoice is missing after 24 hours
Wrong Amount on Invoice
The invoice shows a different amount than you expected.
Solution:
Check for these common causes:
- Proration — Mid-cycle upgrades or add-ons are prorated:
- Review line items for "Prorated" charges
- These represent partial-period adjustments
- Discounts — Promotional discounts may have expired:
- Check if your coupon had a duration limit
- View discount details in your subscription settings
- Add-ons — Extra seats, projects, or credits add to your total:
- Review line items for add-on charges
- Each add-on appears as a separate line
- Plan changes — Upgrades or downgrades affect billing:
- Upgrades create immediate prorated charges
- Downgrades show credit for unused time
Compare your invoice line items with your subscription history to identify exactly when changes occurred. If the amount still doesn't match your expectations, contact support with your invoice number for a detailed breakdown.
Duplicate Charges
You see what appears to be duplicate charges on your statement.
Solution:
- Compare invoice dates — they may be for different billing periods
- Check for failed payment retries — a failed charge may have been retried successfully
- Look at charge descriptions carefully:
- Subscription renewal vs. add-on purchase
- Different products or services
- Prorated charges vs. regular billing
If you identify a genuine duplicate charge, screenshot both charges from your bank statement, note the dates and amounts, and contact support immediately with this information.
Can't Download Invoice PDF
The PDF download isn't working or the link is broken.
Solution:
- Go to Settings > Subscription > Billing tab
- Click Manage Billing Information
- In the Stripe portal, find the invoice
- Click the download icon or Download PDF button
- If the download fails:
- Try a different browser
- Disable ad blockers temporarily
- Check your download folder for blocked downloads
Invoice Shows Wrong Company Name
Your business name or details are incorrect on invoices.
Solution:
- Go to Settings > Subscription > Billing tab
- Click Manage Billing Information
- Update your billing information in the Stripe portal:
- Company name
- Billing address
- Tax ID (if applicable)
- Save your changes
Changes to billing information apply to future invoices only. Invoice corrections cannot be applied retroactively. Contact support if you need a corrected invoice for a past payment.
Tax Not Showing on Invoice
Your invoice doesn't include the expected tax amount.
Solution:
Tax is calculated based on your billing address. To ensure tax appears correctly:
- Verify your billing address is correct and complete
- Add your Tax ID if required:
- Go to Settings > Subscription > Billing tab
- Click Manage Billing Information
- Add your VAT number, GST number, or other tax ID
- Save your changes
Tax IDs require verification before appearing on invoices. This process typically takes a few minutes but may take longer depending on your jurisdiction.
FAQ
Troubleshooting
For payment-related issues, see Payment Failed.