Duplicate charges can happen if you switch from direct debit to a credit card before the initial payment is processed.
When an invoice is issued, the system triggers the payment. Direct debit may take several days, and if you switch to a credit card before it clears, the system may charge the invoice again instantly.
To avoid this, we recommend waiting until the direct debit payment is fully processed before updating your payment method.
You can check your invoice status in the Invoices section of your dashboard: Accessing/Downloading your invoices & credit notes
For any further clarification about the statuses of your invoices and credit notes, please visit this article.
For everything else, our Billing Team is only a few clicks away to help you.
I received a charge but I don’t have the corresponding invoice. Where can I find it?
Did you get a charge without an invoice or miss a copy of a credit note?
You can easily download these documents on your dashboard by going to My Company -> Billing -> Invoices (see detailed instructions here).
In this same section, under the invoices/credit notes list, you will also find an insert where you will be able to check the current recipients of your invoices and update them if necessary.
⚠️ Please note: credit notes are automatically deducted from your open invoices. This might result in a lower charge than what appears on the invoice.
Should you need a statement of account, please reach out to our Billing Team.