Payment FAQs: missing invoices, existing receipts, and failed saves

Identify whether the entry is a customer payment, an advance, or a bank-feed transaction awaiting matching. These are different starting points. The new Receive Money procedure creates a receipt; it should not be used to recreate money that is already recorded.

Email hello@hellobooks.ai with the existing payment reference, amount, date, customer, and invoice numbers. State the allocation you want. Support can help identify the appropriate linking or correction workflow.

Check the organization and entity first. Then clear the search, date, status, and amount filters in Apply to Document. Search for the invoice number again and check its current outstanding balance.

If the app reports that the customer or outstanding balance cannot be determined, refresh the list. If it remains unavailable, send support the document number and exact message. Do not recreate the invoice just to make it appear.

On Bills, select bills in Awaiting Payment or Partially Paid. Bills still awaiting approval should follow the normal approval process.

On Batch Pay Bills, review the validation message. Check the source account, date, method, currency selection, total amount, and each allocation. If these are correct and the action is still unavailable, ask support to check access and availability in your account.

A missing success message does not establish that nothing was saved. Check the payment details and the affected documents before submitting a new entry.

Capture the exact error, approximate time, payment reference, amount, and document numbers. Ask support to confirm the result if it is still uncertain. Do not delete or reverse entries solely because a page failed to refresh.

For a partial receipt, an outstanding balance is expected. Compare the actual allocated amount with the amount due. Reopen or refresh the invoice after a successful save and check its payment history.

If the amounts disagree, confirm that the payment was applied to the intended invoice in the intended entity. Give support both the payment and invoice references so they can trace the relationship.