Knowledge Base
Checking a payment or possible duplicate charge
If a payment looks missing or duplicated, compare the invoice record with the entry shown by your bank.
- Log in and open the relevant invoice.
- Review the payments applied and the remaining balance.
- Check the dates and amounts against your bank's records.
- Note whether your bank shows the entry as pending or completed.
A pending bank entry
A pending authorisation can appear before a payment is finalised. Your bank can confirm the status of an entry; do not assume that two pending entries mean two completed payments.
Ask us to check
Contact support with the invoice number, payment dates, amounts and transaction references, if available. If you attach a screenshot, hide full card and account numbers and unrelated transactions.
Wait for the payment to be checked before paying the same invoice again.