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ClickWhale

Your invoices

Every invoice for a website (the subscription itself, and any domain bought through us) is listed on that website's own page. You can download the ones you've paid, pay the ones you haven't, and clear an order whose payment went wrong.

Where	Account portal → My websites → your website → Invoices, just under the Subscription section
Needs	The Admin or Owner role on the website

Not every invoice belongs to a website. Credits are billed to you, not to a site, so they're on your Profile page instead. See Credits.

What the list shows

Column	What's in it
Invoice number	The number on the invoice itself, the one to quote if you contact us.
Date / Due date	When it was issued, and when it should be paid.
State	Open, Paid or Cancelled.
Total	The amount including VAT, in euros.
Options	Whatever you can do with this invoice, see below.

The three states are always in English, whatever language you have the portal in. A Dutch portal still says Open, Paid and Cancelled.

What you can do with an invoice

Download. Offered on any invoice that has actually been paid and settled. It fetches the real PDF from our bookkeeping and saves it as clickwhale-invoice-<number>.pdf. This is the document for your own accounts.

Pay. Offered on any invoice still in the Open state. It takes you to the payment provider. Two things happen before it does:

If a payment for this invoice is still open at the provider, you're sent back to that checkout rather than a new one. Pressing Pay twice never creates two payments.
If the invoice turns out to have been paid already (the confirmation was on its way while you were looking at the page) you get a thank-you instead of a second charge.

Cancel. Only appears next to Pay, and only once the last payment attempt has definitively failed, expired or been cancelled. See below.

Clearing a stuck order

When you place an order, ClickWhale writes the subscription lines before the payment settles. If you then abandon the checkout, or the payment fails, the website is left looking subscribed: the order screen won't offer you a fresh order because there's already one in the way.

Cancel on the invoice is how you clear that. It:

removes the unpaid subscription lines that order created, leaving alone anything an earlier invoice already paid for;
keeps the invoice itself, with its number and totals, now in the Cancelled state;
frees you to place a new order.

Before doing any of it, ClickWhale asks the payment provider one more time whether the payment succeeded after all. If it did, the cancel is refused.

An invoice that is merely open has no Cancel button. A payment may still be on its way to it. Wait for it to fail or expire, and the button appears.

Which websites have invoices

Kind of website	Invoices section
An ordinary website	Yes, everything on this page applies.
An older V1 website	Yes. Its invoices are listed, downloadable and payable. Ordering a new subscription isn't offered, and neither are domains or email.
A theme	No. Themes are never billed, so there is no Subscription or Invoices section at all.

Common issues

I don't see an Invoices section.

You have access to the website but not as an Admin. The page says so near the bottom: you can edit the website, but its subscription, access and domains are managed by the owner. Ask whoever invited you. See Inviting someone to your website.

I paid but the invoice still says Open.

The provider's confirmation can arrive a few seconds after you get sent back. Refresh the page first. If it's still Open after a minute or two, press Pay once: that checks with the provider before doing anything, finds the payment, and settles the invoice on the spot rather than charging you again.

Download gives me nothing.

The PDF is fetched from our bookkeeping when you press the button, so a brief failure there shows up as a download that doesn't arrive. Try again; if it keeps happening, quote the invoice number to support.

There's an invoice I don't recognise.

Domains bought through us are billed per domain and per year, separately from the subscription, so a website can carry more than one line. The website page's Domains section shows each domain's own start and renewal date. See Connecting a domain.

I'm looking for a credit invoice.

It isn't here. Credits are billed to you personally, so they're under Payment history on your Profile page, which lists everything billed to your details, website subscriptions included. See Credits.

My website went offline even though I paid.

Payment and reactivation are quick but not instant. See Your subscription; if the site is back but showing old content, see "I changed it and the website didn't change".

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ClickWhale is a website management system created by Ikabus