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Invoice Issues

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Invoice Not Sending

Problem: Invoice email not sending Solutions:
  • Check client email address is correct
  • Verify email notifications enabled
  • Check spam/junk folder
  • Ensure invoice isn’t already sent
  • Try resending invoice
  • Contact support
Problem: Stripe payment link not appearing Solutions:
  • Ensure Stripe is connected
  • Check Stripe account status
  • Verify payment links enabled
  • Test connection
  • Contact support if persists

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Invoice Totals Incorrect

Problem: Calculations seem wrong Solutions:
  • Check VAT settings (inclusive vs exclusive)
  • Verify line item amounts
  • Check discount application
  • Review CIS calculations (if applicable)
  • Recalculate totals

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Client Issues

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Client Not Appearing

Problem: Can’t find client in dropdown Solutions:
  • Check client is active (not archived)
  • Verify spelling in search
  • Check filters applied
  • Ensure client saved properly
  • Refresh page

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CSV Import Failing

Problem: Client import not working Solutions:
  • Check CSV format (UTF-8 encoding)
  • Verify required fields present
  • Check for duplicate emails
  • Review error messages
  • Fix issues and re-import

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Payment Issues

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Payment Not Updating Status

Problem: Invoice still shows unpaid after payment Solutions:
  • Check Stripe webhook setup
  • Verify payment in Stripe dashboard
  • Manually mark as paid
  • Check payment link used
  • Contact support

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Stripe Connection Issues

Problem: Can’t connect Stripe Solutions:
  • Verify Stripe account active
  • Check API credentials
  • Test connection
  • Review Stripe dashboard
  • Try reconnecting

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Settings Issues

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Changes Not Saving

Problem: Settings not updating Solutions:
  • Refresh page
  • Check internet connection
  • Try logging out and back in
  • Clear browser cache
  • Contact support

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Defaults Not Applying

Problem: Invoice defaults not working Solutions:
  • Verify defaults saved
  • Check invoice creation form
  • Ensure defaults enabled
  • Review settings
  • Test with new invoice

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Getting Help

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Contact Support

  • Email support
  • In-app support form
  • Discord community
  • Help center articles

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Provide Information

  • Describe issue clearly
  • Include screenshots
  • Mention steps to reproduce
  • Note browser/device
  • Share error messages
Most issues have simple solutions - we’re here to help! You can reach us any time through our support portal, through the chat in the bottom right of this page, or through https://flow.acertine.com/contact