Receiving a charge on your account without an associated invoice can be confusing. This article explains common reasons why this might occur and how to verify your billing details.
Credit notes or overpayments
If your account has an open credit note or overpayment, it may have been automatically applied to an invoice. When this happens, the system charges only the remaining balance, which may not be immediately linked to a visible new invoice. You can view all your credit notes directly from your Aircall Dashboard.
Steps:
Go to My Company> Billing tab
Open the Invoices tab
In the table, check the Type column to identify whether the document is an invoice or a credit note
Click to download the documents you need for your review or records.
Note: Credit notes may not appear on the first page, so make sure to check all pages in the Invoices section.
To confirm how a credit note was applied, locate the reference invoice on the top right corner of the credit note. This identifies which invoice the credit was linked to.
If you believe an overpayment may have been applied to your invoice, you can request a statement of account for confirmation.
Understanding initial charges after self-subscribing
When you subscribe directly through the platform, the first payment is charged at the start of your billing cycle.
Invoice delivery: The system may take 2–3 days to generate and send your invoice.
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Taxes: Depending on your billing country, a second charge may appear on the same invoice to cover applicable taxes.
Contacting Aircall customer support for further help
If you have reviewed your invoices and credit notes but still have questions about a charge, our customer support team can help.
Steps:
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Gather your payment details:
Date of charge
Amount
Payment method
Proof of debit (such as a remittance advice)
Submit a ticket with our Customer Support team (choose "Billing, Invoicing, and Payments") including all collected information
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