Common Issues & Troubleshooting

Solutions to frequently encountered issues with invoicing and payments in WorkSnap Pro.

Invoice Creation Issues

Cannot Create New Invoice

Symptoms: "New Invoice" button not working or error when creating

Solutions:

1. Refresh the page and try again
2. Check your internet connection
3. Verify you have permission to create invoices (ask organization owner)
4. Clear browser cache and try again
5. Try from a different browser or device

Line Items Not Calculating Correctly

Symptoms: Totals seem wrong, tax not applying, amounts off

Solutions:

Issue	Solution
Wrong subtotal	Check quantity and rate for each line item
Tax not applied	Verify tax rate is set and "Taxable" is enabled for items
Discount not showing	Open the Totals card and tap Add discount; a 0% discount is not shown
Rounding differences	WorkSnap rounds to 2 decimal places per line

Cannot Edit Invoice

Symptoms: Edit button missing or changes won't save

Possible causes:

• Invoice has been sent (limited editing after sending)
• Invoice has payments recorded
• You don't have edit permissions

Solutions:

1. For sent invoices: Cancel and create new if major changes needed
2. For invoices with payments: Delete or refund the payments first, then cancel and recreate
3. Check your user permissions with organization owner

Invoice Number Already Exists

Symptoms: Error saying invoice number is taken

Solutions:

1. Go to Settings > Invoice Settings
2. Check your current invoice number sequence
3. Adjust the starting number to avoid conflicts
4. Use a different prefix to create a new sequence

Sending Issues

Invoice Email Not Delivered

Symptoms: Customer says they didn't receive the invoice

Checklist:

1. Verify customer email address is correct
2. Ask customer to check spam/junk folder
3. Check the invoice status shows "Sent"
4. Try resending the invoice
5. Check for bounce notification in invoice activity

Common email issues:

Problem	Solution
Typo in email	Update customer profile, resend
Corporate spam filter	Ask customer to whitelist your domain
Mailbox full	Customer needs to clear space
Invalid address	Get correct email from customer

Email Shows as Bounced

Symptoms: Invoice status shows bounced or failed delivery

Solutions:

1. Contact customer for correct email address
2. Update email in customer profile
3. Resend to new address
4. Try alternate contact method (phone, text)

Customer Cannot Open Invoice Link

Symptoms: Customer reports link doesn't work or shows error

Solutions:

1. Resend the invoice to generate new link
2. Copy and share link directly via text
3. Send PDF as alternative
4. Check if customer's firewall blocks the domain

Payment Issues

Online Payment Not Processing

Symptoms: Customer clicks "Pay Now" but payment fails

Customer-side solutions:

• Verify card details are correct
• Check card hasn't expired
• Ensure sufficient funds/credit limit
• Try different payment method
• Contact their bank if card keeps declining

Your-side solutions:

1. Verify payment processor is connected (Settings > Integrations)
2. Check processor dashboard for errors
3. Ensure processor account is in good standing
4. Try test payment if possible

Payment Completed but Invoice Still Shows Unpaid

Symptoms: Customer paid, but WorkSnap shows balance due

Solutions:

1. Wait 2-5 minutes for sync (some delays are normal)
2. Check your payment processor dashboard (Stripe, PayPal, Square)
3. Verify the payment completed (not pending or failed)
4. If confirmed paid, record a manual payment with transaction ID
5. Contact support if sync issues persist

Important: Before manually marking as paid, always verify in your payment processor dashboard to avoid double-counting.

Partial Payment Not Applying Correctly

Symptoms: Payment recorded but balance wrong

Solutions:

1. Check the payment amount was entered correctly
2. Verify which milestone the payment applied to (for scheduled payments)
3. Edit the payment record if amount is wrong
4. Check for duplicate payment entries

Customer Charged Twice

Symptoms: Customer reports duplicate charge

Immediate steps:

1. Check your payment processor dashboard for duplicate transactions
2. Review invoice payment history in WorkSnap
3. If duplicate exists, initiate refund through processor

Prevention:

• Ensure customers wait for confirmation before retrying
• Check invoice status before recording manual payment

ACH/Bank Transfer Taking Too Long

Symptoms: Bank transfer payment not showing

Expected timeline:

• ACH transfers typically take 3-5 business days
• Status may show "pending" during processing
• Funds appear after bank verification

If beyond expected time:

1. Check Stripe dashboard for transfer status
2. Verify customer's bank didn't reject the transfer
3. Contact customer to confirm transfer was initiated

Payment Processor Issues

Stripe Not Connected

Symptoms: No card payment option, "Connect Stripe" message

Solutions:

1. Go to Settings > Integrations > Payments
2. Click Connect Stripe
3. Complete Stripe onboarding
4. If previously connected, check connection status

PayPal Authorization Error

Symptoms: PayPal shows error during customer payment

Solutions:

1. Reconnect PayPal in settings
2. Verify PayPal Business account is in good standing
3. Check PayPal account for holds or limitations
4. Test with a different PayPal account if available

Processor Shows Payment but WorkSnap Doesn't

Symptoms: Mismatch between processor and WorkSnap records

Solutions:

1. Allow time for webhook sync (up to 5 minutes)
2. Check internet connectivity
3. Record payment manually with processor transaction ID
4. Contact support if sync issues are frequent

Status and Tracking Issues

Invoice Stuck in "Sent" Status

Symptoms: Customer opened invoice but status didn't update to "Viewed"

Explanation:

• "Viewed" tracking relies on link clicks
• Email privacy protection (Apple Mail, etc.) may block tracking
• Customer may have viewed PDF instead of clicking link

This is usually not a problem. Focus on payment status, not view status.

Invoice Incorrectly Marked Overdue

Symptoms: Invoice shows overdue but shouldn't be

Solutions:

1. Check the due date on the invoice
2. Verify your organization timezone is correct (Settings > Organization)
3. If due date is wrong, create corrected invoice
4. Check payment terms match what was agreed

Cannot Find an Invoice

Symptoms: Invoice seems missing from the list

Solutions:

1. Clear filters on the invoice list
2. Search by invoice number or customer name
3. Check the "Cancelled" filter (may be hidden by default)
4. Check date range filters
5. Search in customer's profile

Recurring Invoice Issues

Recurring Invoice Not Generating

Symptoms: Expected invoice didn't create automatically

Checklist:

1. Verify recurring invoice is Active (not paused)
2. Check start date has passed
3. Check end date hasn't passed
4. Verify schedule settings (day of month/week)
5. Check customer has valid email (required for auto-send)

Wrong Amount on Generated Invoice

Symptoms: Auto-generated invoice has incorrect amount

Solutions:

1. Edit the recurring invoice template
2. Future invoices will use updated amounts
3. Edit or cancel the incorrect generated invoice
4. Consider notifying customer of correction

Duplicate Recurring Invoices

Symptoms: Multiple invoices generated for same period

Solutions:

1. Check for duplicate recurring invoice templates
2. Delete extra templates (keep one)
3. Cancel duplicate invoices
4. Notify customer if invoices were sent

Receipt Issues

Customer Didn't Receive Receipt

Solutions:

1. Check customer's spam folder
2. Verify email address
3. Resend receipt from payment record
4. Email PDF directly as attachment

Receipt Shows Wrong Information

Solutions:

1. Verify payment was recorded correctly
2. Edit payment details if needed
3. Void incorrect payment, re-record correctly
4. Resend corrected receipt

Customer Portal Issues

Customer Cannot Access Invoice

Symptoms: Customer reports invoice link doesn't work

Solutions:

1. Resend invoice to generate fresh link
2. Share link directly (copy from invoice)
3. Check if link expired or was revoked
4. Send PDF as alternative

Payment Button Not Showing

Symptoms: Customer sees invoice but no "Pay Now" option

Causes:

• No payment processor connected
• Invoice already paid
• Payment processing disabled

Solutions:

1. Verify at least one payment processor is connected
2. Check invoice status (if paid, no payment button shows)
3. Confirm online payments enabled in settings

Data and Sync Issues

Changes Not Saving

Symptoms: Edits disappear or error when saving

Solutions:

1. Check internet connection
2. Refresh and try again
3. Clear browser cache
4. Try different browser
5. Check for form validation errors (red fields)

Reports Showing Wrong Numbers

Symptoms: Dashboard or reports don't match expected values

Solutions:

1. Check date range filters on reports
2. Verify timezone settings
3. Allow time for recent transactions to sync
4. Clear cache and refresh
5. Compare with source data (individual invoices)

Getting More Help

If you can't resolve an issue:

1. Check this guide - Most common issues covered above
2. Review related articles - Links at bottom of each help article
3. Contact support - Use in-app help for direct assistance
4. Include details - Invoice numbers, dates, error messages help us help you

Information to Include When Contacting Support

• Invoice or payment number
• Customer name (if relevant)
• Date and time of issue
• What you expected to happen
• What actually happened
• Any error messages (screenshots help)
• Steps you've already tried

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