Symptom
You received two invoices in one month for your Aircall services, even though your Aircall dashboard indicates a different billing date.
Cause
This issue can be caused by a few factors:
- Voided Payment: A payment made earlier was voided, which means the transaction did not go through successfully.
- Overdue Invoice: The invoice was not paid within the stipulated timeframe, leading to an overdue notice and potential service interruption warnings, along with the next month's invoice.
- Multiple Invoices: In some situations, multiple invoices covering the same period might be generated due to contract amendments or other modifications, such as an early renewal.
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- On rare occasions, you may receive an invoice for the previous month's consumption/usage and an invoice for the current month's licences.
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Solution
To resolve this issue:
- Check Payment Status: Ensure that your payment was successfully processed. You can verify this by reviewing your bank statements or checking your payment method on the Aircall dashboard. How do I manage my Payment Method?
- Contact Your Bank: If you suspect a failed payment (e.g., due to insufficient funds), contact your bank to investigate the transaction and ensure no payment was returned without your knowledge?
- Provide Proof of Payment: If you believe the payment was made but is not reflected on your account, provide a valid proof of payment to Aircall, including details such as the payer and payee information, transaction date, amount, and unique transaction identifier. What is a valid proof of payment?
- Reach Out to Support: Submit a support ticket with Aircall's Billing team. Include any relevant information and documents, such as screenshots of your bank statements and details of the transaction.
Additional Information
For more guidance on dealing with billing issues and understanding your invoices, please refer to the following articles: