Every invoice the platform issues to your MSP is stored in the Hub. Owners and Finance users can view, download, and reconcile them from the Invoices page. This article covers finding invoices, downloading PDFs, reading line items, and what happens when an invoice goes past due.
Who This Is For
MSP Owner and Finance users. Other roles cannot see billing pages.
Viewing Invoices
- Go to /billing/invoices (or click Invoices in the billing sidebar).
- The page lists every invoice in reverse-chronological order.
- Each row shows the invoice number, billing period, total amount, status, and due date.
Invoice statuses:
| Status | Meaning |
|---|---|
| Paid | Payment was collected successfully. |
| Open | Issued and payment is due. |
| Past Due | Not collected by the due date; dunning has started. |
| Draft | Being prepared, not yet issued. |
| Void | Cancelled and no longer collectible. |
Downloading an Invoice PDF
- Click an invoice to open its detail view.
- Click Download PDF.
A newly generated invoice may take a few minutes before its PDF is ready. If it is not available yet, wait 5–10 minutes and try again, or open Manage billing from the /billing overview to reach the payment-provider portal where every PDF is always available.
Reading Line Items
Open an invoice to see its line items. Common line types:
- Product subscription — the base monthly or annual fee for a product (for example, "PSA — Pro tier, 1 seat").
- Usage charges — metered usage above your plan's included units.
- True-up — an adjustment when your seat count or usage grew mid-period.
- Credits applied — account credits deducted (shown as a negative line).
- Tax — where applicable, based on your billing address (unless you have an active tax exemption).
Past-Due Invoices and Dunning
If a payment fails, the platform runs a dunning sequence — automatic retries plus notices:
- Day 1 (first failure): email to your billing contact; payment is retried automatically.
- Day 3: second retry and another notice.
- Day 7: third retry and an escalated notice.
- Day 14: final notice. If still unpaid, product access is suspended.
- Day 30: if still unpaid, the subscription is cancelled.
To cure a past-due invoice, fix the underlying problem (usually an expired card on /billing/payment) and the next retry collects it. You do not normally need to pay manually.
Troubleshooting
"I can't find a recent invoice." It may still be in Draft until the billing period closes. Drafts are not collectible and may not show a PDF yet.
"My invoice shows tax but we're tax-exempt." Your exemption certificate must be in active status to suppress tax. Check /billing/tax-exemption. If it expired, taxes resume automatically until you renew. See Tax Exemption.
"The total doesn't match what I expected." Open the invoice and check the line items — a mid-period true-up or a credit can change the total. The estimate on the overview is a projection, not the final figure.