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Help Docs Software Software Portal Managing Billing & Payments

Managing Billing & Payments

Billing
4 min read

Learn how to manage invoices, payment methods, billing details, transaction history, and refund requests from the customer portal.

Prerequisites

Before managing billing and payments:

  • Log in to the customer portal
  • Confirm your account includes at least one transaction or active subscription

Opening the Invoices Page

Most billing and payment tasks are managed from the Invoices page. To open it:

  1. Log in to the customer portal
  2. Select Invoices from the left sidebar

The Invoices page includes:

  • Transaction History
  • Invoice downloads
  • Billing Details
  • Transaction filters

Viewing Your Transaction History

The Transaction History table displays your account’s billing records and invoices.

Each row includes:

  • Invoice number
  • Transaction date
  • Product or subscription name
  • Transaction type
  • Amount
  • Status

Use the filters at the top of the table to narrow results by:

  • status
  • transaction type

You can also choose how many invoices display per page.

Viewing or Downloading an Invoice

To view an invoice in your browser:

  1. Locate the invoice in Transaction History
  2. Select View in the Actions column

To download a PDF copy:

  1. Locate the invoice
  2. Select Download

Downloaded invoices are saved directly to your device.

Updating Billing Details

Billing Details control the address and business information displayed on future invoices.

You can edit Billing Details from either:

  • Invoices
  • Settings > Account

Both locations update the same account information.

Update Your Billing Information

  1. Open the Billing Details section
  2. Select Edit
  3. Update any necessary fields:
    • Name
    • Business name
    • Street address
    • Country or region
    • City
    • State or province
    • Postal code
    • VAT or Tax ID
  4. Select Save

Changes apply to future invoices only.

Previously issued invoices keep the billing information that existed at the time they were generated.

Managing Payment Methods

Payment methods are managed separately from Billing Details.

Adding a New Payment Method

  1. Navigate to Settings > Account
  2. Scroll to Payment Methods
  3. Select + Add Method
  4. Enter the payment details
  5. Select Save Payment Method

If multiple payment methods exist on your account, you can select a default payment method using the star icon.

Changinging the Payment Method for a Subscription

Subscriptions continue using the payment method originally assigned during purchase until changed manually.

To update a subscription’s payment method:

  1. Open Subscriptions
  2. Select the subscription tier
  3. Scroll to Payment Method
  4. Select Change
  5. Choose the updated payment method

The new payment method applies to future renewals immediately.

Requesting a Refund

Refund requests are reviewed manually by Support and are not processed automatically through the portal. Before submitting a request:

  • locate the invoice number
  • confirm the charge date and amount
  • review the product or subscription involved

Finding the Invoice

  1. Open Invoices
  2. Locate the transaction in Transaction History
  3. Note the:
    • Invoice number
    • Amount
    • Date
    • Product name

Submitting a Refund Request

You can contact Support from:

  • the Support link in the sidebar
  • the user profile menu
  • the License page support card

Including Helpful Information

To help speed up processing, include:

  • Invoice number
  • Product and subscription tier
  • Charge amount and date
  • Reason for the request
  • Any additional account details relevant to the issue

Refund eligibility depends on the terms and refund window associated with the original purchase.

What Happens Next

Billing updates apply immediately throughout the portal.

Changes to:

  • payment methods
  • billing addresses
  • VAT or Tax IDs

automatically apply to future invoices and renewals.

Refund requests are reviewed by Support and confirmed through email communication.

Troubleshooting

I Can’t Find An Invoice

Make sure:

  • the Status filter is set to All
  • the Type filter is set to All

If the invoice still does not appear, confirm you are logged in with the same email address used during purchase.

The Download Button Isn’t Working

Check whether your browser is blocking downloads or pop-ups from the portal.

If the issue continues:

  • refresh the page
  • try an incognito window
  • try another browser

My Updated Billing Information Isn’t Showing On An Existing Invoice

Existing invoices do not update retroactively.

Changes only apply to invoices generated after the update is saved.

I Can’t Add A Payment Method

Most payment method failures are caused by authorization blocks from the card issuer or bank.

Contact your bank or credit card provider, then retry the payment method update.

I Can’t Change The Payment Method On A Subscription

Confirm that at least one alternate payment method has already been added under Settings > Account.

My Refund Hasn’t Appeared Yet

Approved refunds may take several business days to appear depending on your bank or payment provider.

If the refund still has not appeared after several business days, contact Support with your refund confirmation details.

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