Each invoice is related to a certain service or product. This link between can't be edited or seen by you, but you can have a look at the invoice description and logs to find out more information.
Draft - Invoice has been created by admin, but not published.
Unpaid - Invoice has been created, but not paid yet.
!! Check down below for Common Issues related to this status !!
Overdue - Automatically generated invoice has not been paid on time.
This can happen if client has cancelled automatic billing or has issues with their payment method (card expired, not enough funds, ...). More information about why the automatic payment failed can be found from the related invoice (WHMCS), Gateway Log (WHMCS) or Payment Providers page (Stripe/PayPal).
Paid - Invoice has been paid in full, no issues.
!! Check down below for Common Issues related to this status !!
In case the invoice has been paid, server is automatically being deployed (new server) or unsuspended (previously suspended) and changed back to Active status.
Cancelled - Invoice has been cancelled by automation (cancellation requested) or by admin.
Client can't access or pay this invoice anymore, unless an admin changes the Staus to Unpaid.
Refunded/Collections - These statuses refer to a refund process through WHMCS.
Refunded is displayed for PayPal invoices that have been refunded (both fully or partially)
Collections is displayed for Stripe invoices that have been refunded through (both fully or partially).
Exact details from the invoice logs/client logs.
Payment Pending - WHMCS is waiting for a response from PayPal or Stripe.
This is a in-between status where system knows that client has started the payment processes, but we haven't received an confirmation just yet. Usually this is changed to "Paid" within a minute or so. If this takes any longer, let Mark know.
Unpaid - Invoice created, but not paid
PayPal - probably just closed the window and yeeted. The pending order is manually removed by Mark within a day or two.
Stripe - most likely a system error. The Payment could be in Uncaptured state, or Blocked (too high risk for Stripe or blocked payment account). This needs double-checking from Stripe, and that can be done by Mark, Alex or Aaron!
No invoice at all - Invoice not created, but paid
PayPal/Stripe - most likely a system error. This has happened a few times within a year so not very common. It happened because client failed payment a few times, and succeeded at last. However, WHMCS got confused and didn't create the invoice.
Solution: Ask client the server details they chose (package, server name, backups amount, disk space amount), create the order manually from the WHMCS -> Clients page. Add the payment manually to the invoice (Mark, Alex or Aaron). NB! Double-check that the pricing matches the paid amount. Client also might have used a promocode.
Paid - but no server
Solution: click on "Create" on the clients Products page (Module buttons). If an error is displayed, there might not be available nodes for the server to be created on. If no error is displayed and the "Go to Service" button appears - everything is OK.
Paid - but server on wrong (Game Panel) account
Let the user send you debug information (panel username and email) from their Game Panel
Debug data is only displayed when user is logged in, but no servers are on that account.
Then go to the Game Panel Admin -> Users tab. Find that (old) user by email and double-check that it would not have any servers or sub-servers. Then hit Delete!
Now ask client to log in to the Game Panel (SERVERS tab) with the correct account (where they are the actual server owner).
