If you see a red banner on your Aircall dashboard, it means there has been a payment issue with your account. This article explains how to identify the cause and resolve it, depending on your payment method.

Once the red banner appears, Aircall also sends payment reminder emails with all relevant information to your billing email address.

Payment reminder emails

An example of payment reminder email for the customer.png

Aircall sends a sequence of reminders if an invoice remains unpaid:

  • Email 1: First Notice - Overdue payment
  • Email 2: Second Notice - Overdue payment
  • Email 3: Third Notice - Your account will be terminated in 10 days
  • Email 4: Last Notice - Your account will be terminated in 5 days
  • Email 5: Legal Notice - Account terminated

Updating payment reminder email recipients

Aircall sends payment reminder emails to the invoice recipients listed in your dashboard. A red banner will also appear if invoices are overdue.

To update or confirm recipients:

  1. Go to My company > Billing > Send invoices to.
  2. Add or remove recipients as needed.
  3. If you are not receiving reminder emails, check your spam or other folders.
Important: Only users with Owner privileges can make these changes.

Identify the issue of the overdue invoice

Steps:

  1. Go to My company > Billing
  2. Review your invoices and their statuses.
    • If an invoice is overdue, it will appear as Open.
    • Click the Download sign to the right of the invoice status to review the invoice. Aircall Dashboard Billing section where a customer can find the status of their payment.There is a red banner of overpayment.png.png
  3. Check your current payment method (credit card, direct debit, or bank transfer). The steps to resolve depend on this method.

If your payment method is a credit card

Common causes of failure

  • Insufficient funds
  • Expired card
  • Spending limit reached

Solutions

  • Contact your bank to confirm that the payment can go through.
  • Update your credit card details by following the instructions in Managing your payment method article.
  • Once updated, open invoices will process automatically, and the red banner will disappear within 15 minutes. Your service will also be reinstated.
  • If payment fails after funds are added, or the red banner is not removed after 15 minutes, submit a request to our Customer Support team.

If your payment method is direct debit

Common causes of failure

  • Insufficient funds
  • Cancelled or deactivated mandate
  • Spending limit reached

Solutions

  • Contact your bank to confirm that the payment can go through.
  • Payments retry automatically within a few days.
  • Submit a request to the our Customer Support team to confirm you have taken the necessary steps and to avoid account deactivation.
Important: If your payment method is Direct Debit, transactions can take up to 10 business days to reach Aircall. Your payment may already be processing.

If your payment method is a bank transfer

Common causes of failure

  • Payment has not yet been processed
  • Payment sent but not received
  • Payment sent to the wrong account

Solutions

  • Verify that the bank details match the information on your invoice.
  • Allow a few days for Aircall to receive and register your payment.
  • If the invoice remains Open after a few days, submit a request to our Customer Support team and provide valid proof of payment. See below for what qualifies as valid proof.

What is valid proof of payment?

In some situations, Aircall may request proof of payment, such as if:

  • You believe you paid the same invoice twice.
  • You received an unexpected amount from Aircall.
  • Your account was deactivated despite payment.

A valid proof of payment should include:

  • Payer and payee information: names of both parties.
  • Transaction date: when the payment was made.
  • Transaction amount and currency.
  • Unique transaction identifier: reference number or transaction ID.
  • Payment description: e.g. invoice number or service details.
  • Bank details of the payer or payee.
  • Bank confirmation of the transfer.

Examples of valid proofs:

  • Bank statement showing the debit and credit.
  • Credit card statement showing the charge.
  • Remittance advice with invoice number, amount, and date.
Remittance advice with invoice number, amount, and date..png

My account is still inactive after updating card details

When you update your credit card:

  • Aircall automatically attempts to process all outstanding payments within 10–15 minutes.
  • Payments are applied starting with the oldest invoice.
  • If your account was deactivated, it will be reactivated within 15 minutes.

If payment does not process:

  • Wait at least 15 minutes for processing.
  • Check your bank account to confirm if the payment was debited.
  • If no charge appears, remove and re-add your card details to trigger the payment again.
  • If issues persist, submit a request to our Customer Support team.