Overview
Every invoice your organization receives is stored in the Hub. Owners and Finance users can view, download, and pay invoices from the Invoices page. This article explains how to find invoices, download PDFs, understand line items, and what happens when an invoice goes overdue.
Viewing Invoices
- Go to /billing/invoices (or click Invoices in the billing sidebar under /billing).
- The page lists all invoices in reverse-chronological order.
- Each row shows: invoice number, billing period, total amount, status, and due date.
Invoice statuses:
| Status | Meaning |
|---|---|
| Paid | Payment was collected successfully. |
| Open | Invoice has been issued and payment is due. |
| Past Due | Payment was not collected by the due date. |
| Draft | Invoice is being prepared and has not been issued yet. |
| Void | Invoice was cancelled and is no longer collectible. |
Downloading an Invoice
- Find the invoice in the list and click on it to open the detail view.
- Click Download PDF to save the invoice to your computer.
If the PDF is not yet available (a newly generated invoice may take a few minutes), try again after 5–10 minutes. Alternatively, click Manage billing on the /billing overview page to open the Stripe billing portal, where every invoice PDF is always available.
Understanding Line Items
Open an invoice to see its line items. Each line represents a specific charge:
- 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 (for example, extra voice minutes or SMS messages).
- True-up — an adjustment when your seat count or usage grew mid-period.
- Credits applied — account credits deducted from the total (shown as a negative line item).
- Taxes — where applicable, calculated by Stripe based on your billing address.
The invoice total is: subtotal + tax − credits − discounts.
Overdue Invoices and Dunning
If a payment fails, the Hub begins a dunning sequence — a series of automatic retry attempts to collect payment:
- Day 1 (first failure): An email is sent to your billing contact. The Hub retries payment automatically.
- Day 3: Second retry attempt and another email notice.
- Day 7: Third retry and an escalated notice.
- Day 14: Final notice. If unpaid, access to your products is suspended.
- Day 30: If still unpaid, the subscription is cancelled.
To resolve an overdue invoice:
- Go to /billing/payment and verify your payment method is correct. Update the card if it expired or was replaced.
- Go to /billing/invoices, find the overdue invoice, and click Pay now.
Internal platform orgs are exempt from dunning and are never billed.
Frequently Asked Questions
Can I get invoices sent to a different email address?
Yes. Go to /billing and look for billing contacts in the billing settings. You can add additional billing contact emails that will receive invoice emails.
My payment method is correct but the invoice keeps failing. What should I do?
Contact your bank — some card issuers block recurring charges without prior authorization. You can also try adding a different card from the payment methods screen and clicking Pay now on the overdue invoice.
How long are invoices kept?
Invoices are stored indefinitely in the Hub.
I need to dispute a line item. Who do I contact?
Contact The One Stack support with the invoice number and the specific line item you believe is incorrect.