Troubleshooting

Check these in order:

1. Are you using the right Google account? Service Invoice Pro uses Google sign-in only. If you have multiple Google accounts, make sure you’re signing in with the same one you used to create your account.

2. Is your account disabled? If you see “Your account has been disabled,” contact support at support@serviceinvoicepro.com.

3. Are you stuck in a redirect loop? Try these steps:

   • Clear your browser cookies for the Service Invoice Pro domain
   • Try signing in using an incognito/private browser window
   • Try a different browser

4. Are you being redirected back to the login page? Your session may have expired. Close all browser tabs, clear cookies, and sign in again.

Still stuck? Contact support.

Check these in order:

1. Does the customer have an email address? Go to the customer’s detail page and verify their email is filled in. Customers without an email won’t appear in the email dropdown.

2. Is the customer unsubscribed? If the customer previously clicked the unsubscribe link in an email, they won’t receive further emails. You can still share invoices via link.

3. Does your account meet sending requirements? Your account must be at least 7 days old OR have 3 or more invoices created. This is a spam prevention measure for new accounts.

4. Have you hit rate limits? Email sending is limited to:

   • 20 emails per day (resets at midnight UTC)
   • 5 emails per hour

   The email dialog shows how many emails you have remaining.

5. Do you have a Pro subscription? Email sending requires a Pro plan. See Free vs Pro for plan details.

If none of these apply, contact support.

See Sending Invoices for full details.

Check these in order:

1. Is your setup marked as “Setup Incomplete”? Go to Settings > Payments. If you see a yellow “Complete Your Stripe Setup” banner, click Complete Setup to finish providing information to Stripe.

2. Is identity verification still pending? Stripe may need 1-2 business days to verify your identity. Check back later or log in to your Stripe Dashboard  to see the status.

3. Is bank account information missing? Stripe requires a bank account for payouts. Log in to your Stripe Dashboard and check for any pending requirements.

4. Are you on the Pro plan? Online payments require a Pro subscription. If you’re on the Free plan, the Payments settings page will show an upgrade prompt.

5. Are you the account owner? Only the account owner can connect Stripe. Team members don’t have access to payment settings.

Still stuck? Contact support.

See Stripe Connect Setup for the full setup guide.

Check these in order:

1. Was this an ACH (bank transfer) payment? ACH payments take 3-5 business days to clear. The invoice won’t be marked as paid until Stripe confirms the funds have cleared.

2. Check your Stripe Dashboard. Log in to Stripe  and look for the payment. It may be processing or require action.

3. Did the customer complete checkout? If the customer started the payment but didn’t finish, the payment won’t be recorded. Ask them to try again via the portal link.

4. Mark it manually as a fallback. If you’ve confirmed payment through other means, you can mark the invoice as paid manually. Choose the appropriate payment method and add a note for your records.

Still stuck? Contact support.

Check these in order:

1. Are reminders enabled? Go to Settings > Payment Reminders and make sure the toggle is turned on.

2. Is the invoice status “Sent”? Reminders only go out for invoices with Sent status. Draft and Paid invoices don’t receive reminders.

3. Is the invoice past its due date? Reminders only trigger after the due date has passed. The first reminder is sent based on the “Days after due date” setting (default: 3 days).

4. Has the maximum reminder count been reached? Each invoice has a limit on how many reminders it receives (default: 3). Once reached, no more reminders are sent.

5. Has the customer unsubscribed? Reminders respect customer email preferences. If the customer has unsubscribed, they won’t receive reminders.

6. Do you have a Pro subscription? Payment reminders are a Pro-only feature.

Still stuck? Contact support.

Check these in order:

1. Is the template enabled? Open the recurring invoice template and check that the enable toggle is turned on.

2. Has the start date arrived? Invoices won’t generate until the start date you configured.

3. Has the end date passed? If you set an end date and it’s in the past, no more invoices will be generated.

4. Is the next scheduled date in the future? Check the “Next invoice” date on the template detail page. If it’s in the future, the next invoice will be generated on that date.

5. Is auto-send configured correctly? If auto-send is on, the generated invoice will be emailed automatically. If it’s off, invoices are created as drafts for you to review.

6. Do you have a Pro subscription? Recurring invoices are a Pro-only feature.

Still stuck? Contact support.

Check these in order:

1. Is the customer using the correct link? Portal links are unique per invoice. Make sure they’re using the link for the right invoice.

2. Has the link been revoked? If you clicked Revoke Access or generated a New Link, the old link no longer works. Share the current link with the customer.

3. No login is needed. The customer portal is public — customers don’t need an account. If they’re being asked to log in, they may be on the wrong page.

4. Check the link format. The link should go directly to the invoice portal page. Make sure it wasn’t truncated in a text message or email.

Still stuck? Contact support.

See Customer Portal for details.

Check these in order:

1. Branding shows old logo or colors? When an invoice is sent, a branding snapshot is captured. If you updated your branding after sending, the PDF will still show the old branding. This is by design — it ensures consistency for the customer. New invoices will use your updated branding.

2. “Powered by Zentive” appears on the PDF? This badge appears on all invoices for Free plan accounts. Upgrade to Pro to remove it.

3. Business info is wrong or missing? Like branding, business info is snapshotted when the invoice is sent. Update your Business Info and the changes will appear on future invoices.

4. PDF won’t download? Try a different browser or clear your browser cache. If the issue persists, try downloading from the invoice detail page rather than the portal.

Still stuck? Contact support.