Auvik sends automated payment reminders when an invoice remains in an Open or Past Due status. You may receive a reminder after submitting payment if the payment has not finished processing or has not yet been applied to the invoice.
Common reasons
Payment processing time
Payment timing depends on the payment method:
- Credit or debit card: Usually posts immediately, but may take several hours.
- ACH or direct debit: May take one to three business days to clear.
- Wire or bank transfer: May take one to five business days. International payments may take longer.
- Check: May take five to ten business days after Auvik receives it.
Reminder was already queued
A reminder may have been generated before the payment was posted. That message may still be delivered even if the payment is applied shortly afterward.
Manual payment allocation
For ACH, wire, and check payments, Finance may need to match the payment to the correct invoice. The invoice may continue to show as Open until this allocation is complete.
Payment was applied elsewhere
If the invoice number was not included with the payment, the funds may have been applied to another invoice or account. Contact Billing Support if you believe the payment was applied incorrectly.
Partial payment
Reminders may continue if the payment did not cover the full balance, including taxes, fees, or other applicable charges.
Multiple billing contacts
More than one billing contact may be configured to receive payment reminders. Other recipients may continue receiving reminders even after you have confirmed that payment was submitted.
Weekends, holidays, and banking cutoffs
Payments submitted after a banking cutoff or during weekends and holidays may not post until the next business day.
What to check
- Review the invoice status in the Billing Portal.
- Confirm that the payment amount covered the full balance.
- Confirm that the invoice number and account information were included with the payment.
- Check whether the payment method is still processing.
- Check with other billing contacts to confirm whether they received the same reminder.
If the invoice shows Paid
If the invoice already shows Paid, you can generally disregard a reminder sent shortly before or shortly after the payment was posted.
If reminders continue after the invoice shows Paid, contact Auvik Support or your Customer Success Manager so the billing team can review the account.
If the invoice remains Open or Past Due
Contact Auvik Support or your Customer Success Manager and provide:
- Company name.
- Auvik account or billing ID, if available.
- Invoice number.
- Payment date.
- Payment method.
- Payment amount.
- Payment or bank reference number.
- Remittance advice or payment confirmation, with sensitive bank details removed.
Do not send full card numbers or complete bank-account details.