📝 Overview

Open Invoices lists the invoices your customers still need to pay. You'll find it by going to To-Dos ➜ Open Invoices (here), which opens the Invoices page on the Open tab. The same page has All Invoices, Pending Offline and Failed tabs, so you can move between them without leaving the page.

Two kinds of invoice appear under Open: recurring membership payments that failed through Stripe and are being retried automatically, and bills, which are invoices raised for a customer to pay online. This guide explains what you can see for each one and the actions available.

Each invoice shows the customer, its status, a description, the payment processor, the customer membership it belongs to, the invoice date, the total and the expected payment. You can filter the list by customer, by customer membership and by time.

💡 Payments that are no longer being retried appear on the Failed tab, which you can also reach from To-Dos ➜ Failed Payments. See the guide here.

🔄 Retrying Payments

When a recurring membership payment fails through Stripe, it isn't failed for good straight away. The system retries it automatically every 24 hours, and the payment sits in Open Invoices with a yellow Retrying status while that happens.

Click the arrow to learn more about retrying payments

Retries continue until the payment succeeds or reaches the limit set under Settings ➜ Registrations ➜ Customers ➜ Number of failed payment attempts before a membership is unusable. During this time the customer's membership stays active, and any existing bookings remain in place.

Open the payment to see when the next automatic retry is due and the reason the last attempt failed. This is the quickest way to find out why a customer's card was declined.

Once the limit is reached, the payment moves to the Failed tab. The customer's membership shows Registrations Blocked, and the payment shows a red max retries label with the message "We are no longer attempting to process this payment automatically each night".

Actions on a retrying payment

In most cases you don't need to do anything while a payment is retrying. If you'd rather not wait, click Actions next to the payment. For some invoices, Void appears on its own instead of an Actions button.

Void – stops the automatic retries and closes the invoice so it won't be collected. A voided invoice can no longer be paid, and voiding can't be undone. If you still want the money, add a new ad-hoc payment to the membership instead.
Cancel membership – cancels the customer's membership entirely. You can also choose whether to cancel the customer's pending payments.
Change membership's payment method – switches the membership to a different payment method, for example a new card the customer has saved. A card saved on the customer's profile isn't used by the membership until it's selected here.

💡 For help deciding when to wait and when to act, see the guide on resolving a payment stuck in "Retrying" here. To learn how to add an ad-hoc payment, see the guide here.

🧾 Bills

A bill is an invoice raised for a customer to pay online themselves, rather than a payment the system collects automatically. Bills appear on the Open tab alongside retrying payments until the customer pays them.

Click the arrow to learn more about bills

A bill is created in two situations:

You convert a pending offline recurring membership payment to an online bill, so the customer can pay it through your online payment processor. The customer is emailed so they can pay online.
The customer's payment processor can't save payment details, such as PayPal. Each time a recurring payment is due, a bill is generated and the customer needs to log in and pay it themselves.

Once the customer pays the bill, it's confirmed automatically and appears in your revenue reports.

💡 To learn how to convert a pending offline payment to an online bill, see the guide here.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.