Each invoice is labeled with a status indicating the payment’s progress: Paid, Unpaid, Refunded, Forgiven, or Overdue. These statuses help you quickly assess payment history and user account standing. You can find invoice statuses under the Sales tab and on the Invocies section within each user’s detailed view in the People section.
What Each Invoice Status Means
Here’s a breakdown of each status, along with specific details on when each status applies and how payment attempts are managed:
Paid: This status means the payment was collected successfully, and the invoice is fully settled. No further action is required.
Unpaid: This status appears when an invoice has been generated, but payment has not yet been collected. For PayPal payments, a re-attempt cycle begins as follows:
1st Attempt: 3–4 days after the initial attempt
2nd Attempt: Another 3–4 days later
3rd Attempt: 7 days after the second attempt
4th Attempt: An additional 7 days later
Final Attempt (optional): 3–7 days after the fourth attempt
🔄 After five unsuccessful attempts, the invoice status will update to Overdue.
Note: For Stripe payments, retries are managed using Stripe's Smart Retry feature, which automatically selects optimal retry times using machine learning. This approach does not follow the set timing above and is controlled by Stripe.
Important: If a user or admin cancels a subscription with an Unpaid invoice, no further payment attempts will be made, and the status will remain Unpaid instead of switching to Overdue.
Overdue: This status means that multiple payment attempts have failed, and approximately 30 days have passed since the original payment due date. This usually indicates that the user’s payment method needs to be updated.
Note: Users with an Overdue invoice may lose access to their subscription until payment information is updated. If they haven't logged in to view the "On Hold" notification, the subscription may be temporarily removed.
Refunded: This status is applied when the admin has issued a full refund, and the payment has been returned to the user.
⚠️ Important: Refunds are not available if the user account has been deleted.
Forgiven: This status indicates that the outstanding balance has been waived. Only invoices in the Unpaid status can be marked as Forgiven.
Processing: The status means that we're waiting on payment confirmation from the payment provider(SEPA, Visa, iDEAL, etc.) Occasionally we do not receive confirmation right away, but we still provide access to the user while their payment is processing. In the rare case a payment is not approved we will immediately revoke access.
How to Check Invoice Statuses for Users
To view all user invoice statuses:
Go to the Sales tab.
Select Invoices to view a list of all invoices and their current statuses.
Filtering invoices by status:
Under the Sales tab, click Invoices, then choose Filters.
Under Filter By, select Status and choose the specific status you’d like to view.
To check the status of an individual user:
Navigate to the People tab.
Select the user, click Edit, and go to the Invoices section to see all their invoice statuses.
Important Reminders for Invoice Statuses
Invoices may temporarily appear as Unpaid while a payment is processing.
It may take up to 24 hours for an invoice to switch from Unpaid to Paid once the payment is collected.
While in Unpaid status, users see an On Hold notification upon login, prompting them to update their payment details. Access to content remains blocked until payment is successfully processed.