This article explains how to troubleshoot common Auvik Billing Portal access problems, missing payment options, error codes, and payment-submission issues.
Accessing the Billing Portal
The Billing Portal is available from the organization or global tenant level. It is not accessible from an individual site-level tenant.
For this information, click on How do I manage my billing history and payment information?
Required permissions
You must have appropriate billing permissions to access or edit billing information.
- Billing – View: Provides read-only access to billing information and invoices.
- Billing – Edit: Includes Billing – View access and allows payment details to be updated.
- Super Admin: May have the required access, depending on the organization’s billing configuration.
Billing or payment methods are missing
If you cannot see Billing, View Billing Portal, Take me to my billing, or Payment Methods:
- Confirm that you are signed in to the correct Auvik account.
- Switch from the site-level tenant to the organization or global tenant.
- Confirm that your role includes Billing – View or Billing – Edit, depending on the action you need to perform.
- If you were recently granted access, sign out and sign back in.
- Confirm that your account is associated with the organization that owns billing.
Some managed, partner, legacy, or special billing arrangements may not use the standard Auvik Billing Portal.
If you do not have the required access, ask an organization administrator with billing permissions to update the payment method or request access for you.
If the Billing Portal is not available for your organization, contact Auvik Support. Support may provide an alternate secure process for updating payment details, such as a DocuSign workflow.
400-level errors
A 400-level error generally indicates an access or request problem.
Common causes include:
- Missing or insufficient billing permissions.
- An invalid request or incorrect URL.
- Accessing the Billing Portal from a site-level tenant instead of the organization level.
- Signing in to an account that does not own billing.
To resolve the issue:
- Confirm that you are signed in to the correct account.
- Access the Billing Portal from the organization or global tenant.
- Verify that your role includes the required billing permissions.
- Contact an organization administrator if your role needs to be changed.
500-level errors
A 500-level error generally indicates a server-side problem and is not usually caused by user permissions.
Try the following:
- Refresh the page or try again after a few minutes.
- Open the Billing Portal in a private or incognito browser window.
- Clear your browser cache and cookies, then sign in again.
- Try a supported browser, such as Chrome, Edge, Firefox, or Safari.
- Confirm that your browser is up to date.
- Temporarily disable browser extensions, especially ad or script blockers.
- Try a different network or disconnect from a VPN or proxy.
- Confirm that you are accessing the portal from the organization level.
- Verify that the Billing Portal URL is correct.
If issues persists
Collect the following information before contacting Auvik Support:
- User email address.
- Auvik account or organization name.
- Full page URL.
- Full-page screenshot, including the browser address bar.
- Date and time of the issue, including timezone.
- Steps to reproduce the problem.
- Browser, version, and operating system.
- Results from testing another browser, device, or network.
- Whether the issue affects one user or multiple users.
- Any VPN, proxy, firewall, or browser-extension details.
- The exact error message or error code.
Unable to submit a payment
If you can enter payment details but cannot submit the payment:
Verify access
- Confirm that you are in the Billing Portal from the organization level.
- Confirm that your role includes Billing – Edit permissions.
- Confirm that the account is configured to accept the payment method you are using.
Validate the form
- Complete all required payment and billing-address fields.
- Resolve any validation messages.
- Accept any required terms or authorization prompts.
- Confirm that the payment details are valid and current.
Check browser behavior
- Scroll through the page to confirm the Submit or Pay button is visible.
- Allow pop-ups if the payment flow requires them.
- Refresh the page or use a private browser window.
- Try a different supported browser or device.
If payment options are not available
Payment options may vary based on your account, role, region, and billing configuration.
If the Pay button or a payment method is not available:
- Confirm that you are accessing the Billing Portal from the organization or global tenant.
- Confirm that your role includes Billing – Edit permissions if you need to change payment details.
- Check whether your account uses invoiced or manual payment processing.
- Contact Support to confirm the payment methods available for your account.
Why your card payment was declined
Use the following checks to identify common causes of card declines.
Check funds and card limits
- Confirm that the available balance covers the invoice total, including any pending authorizations.
- Verify that the card has not reached its daily or monthly spending limit.
Confirm the card details
- Re-enter the card number, expiration date, and CVV.
- Confirm that the cardholder name matches the information held by your bank.
- Confirm that the billing address and postal or ZIP code match your bank’s records.
Check for bank security blocks
Contact the number on the back of the card and ask your bank to approve the charge from Auvik’s merchant name for the exact amount and date.
Tell your bank if the payment is:
- Online.
- Recurring.
- International.
- For a software or subscription service.
Also ask whether merchant-category, regional, or fraud-prevention controls are blocking the payment.
Complete payment authentication
If prompted for Strong Customer Authentication or 3-D Secure, complete the authentication request promptly.
If the authentication window does not appear:
- Disable pop-up blockers temporarily.
- Try a different browser or private browsing window.
Check the card status
The payment may fail if the card is:
- Expired.
- Replaced.
- Temporarily frozen.
- Restricted from online or recurring transactions.
- A corporate or prepaid card with payment restrictions.
Ask your card administrator or bank to allow the transaction if required.
Refresh the payment method
If the card details are correct:
- Remove and re-add the card in the Billing Portal, if available.
- Add a different card.
- Retry the payment after updating the payment method.
Rule out temporary issues
- Try a different browser or private browsing window.
- Retry after 5–10 minutes in case of a temporary network or payment-gateway issue.
If the payment is still declined
Contact Auvik and provide:
- Card brand and last four digits only.
- Country where the card was issued.
- Date and time of the attempted charge.
- Invoice number.
- The decline message or a screenshot with sensitive information removed.
Do not send the full card number, CVV, or complete banking information by email or support ticket.
Payment status stays “Incomplete”
An Incomplete payment status usually means the most recent charge attempt failed or the payment could not be confirmed.
Re-add or update your payment method
- Open the Billing Portal.
- Go to Payment Methods.
- Add the card again or add a new card.
- Set the valid payment method as the default.
- Confirm that the billing address matches your bank’s records.
Retry the payment
- Go to Invoices.
- Open the open or past-due invoice.
- Select Retry or Pay, if available.
If no retry option is available, the system may retry automatically after a valid default payment method is added.
Complete payment authentication
If a verification prompt appears, complete the Strong Customer Authentication or 3-D Secure request.
Contact your bank if the payment fails again
Ask your bank to approve the online or subscription charge from Auvik for the invoice amount and date.
Confirm the payment
Refresh the Billing Portal after the payment is processed. The status should change from Incomplete to Paid when the charge succeeds.
A payment receipt may also be sent to the billing email address on file.
If the status does not update
Contact Auvik Support and provide:
- Invoice number.
- Date and time of your payment attempts.
- Any error message displayed.
- A screenshot with sensitive payment information removed.
Support can review the payment status, provide a secure payment link, or request a retry where available.
No “Pay invoice” button
If you can access the Billing Portal and add a valid credit card, payment is typically processed automatically.
When you save the card and set it as the default payment method, Auvik may automatically attempt to collect payment for open invoices. As a result, you may not see a separate Pay invoice button.
What to do
- Open Billing Portal > Payment Methods.
- Add or update your card.
- Set the valid card as the default payment method.
- Wait a few minutes and refresh the Invoices page.
- Confirm that the invoice changes to Paid after the charge succeeds.
- Check for an email receipt.
When you may still see a Pay or Retry option
A Pay or Retry button may still appear if:
- AutoPay is disabled by an administrator.
- The card requires an SCA or 3-D Secure challenge that was not completed.
- The payment gateway returned an error and a manual retry is required.
If you prefer a one-time payment link or do not want AutoPay enabled, contact Auvik Support and include the invoice number.