Use this guide to verify your saved payment method, troubleshoot AutoPay failures, and restore automatic payments.
Check your current payment status
If you have access to the Billing Portal:
- Open the Billing or Customer Portal.
- Review your saved payment method or methods.
- Confirm whether AutoPay is enabled.
- Review the next scheduled payment date.
- Check whether any invoices are Open or Past Due.
If you cannot access the portal, contact Finance or Support and ask them to confirm the payment method and AutoPay status on your account.
Add payment information for automatic payments
Adding a valid credit card or direct debit/ACH account and setting it as the default payment method allows eligible accounts to use automatic payments for future invoices.
Automatic payment availability depends on your account, region, and billing arrangement.
When will the charge occur?
Automatic payments typically run on or shortly after the invoice due date shown on the invoice.
If you add or replace a payment method close to the due date, a payment may be processed soon after the new method is saved and set as the default.
Should I pay now or wait?
If AutoPay is enabled and a valid default payment method is on file, you can wait for the automatic payment on or after the invoice due date.
If you prefer to pay before the due date:
- Use Pay Now from the invoice in the Billing Portal, if available.
- Contact Auvik Support or Finance to request an earlier payment.
Do not submit a manual payment without confirming whether an automatic payment is already scheduled, since this may result in a duplicate payment.
Common reasons AutoPay is disabled or fails
AutoPay may be disabled or unsuccessful because:
- A credit card expired or was replaced.
- An ACH or EFT payment was rejected.
- The bank account information is incorrect.
- The bank blocked the payment or the account had insufficient funds.
- An administrator manually disabled AutoPay.
- AutoPay was disabled after repeated payment failures.
- Bank security controls, such as an ACH filter or whitelist, were not updated.
- The saved payment method is no longer valid or supported for the account.
Update the saved payment method
If your account allows payment-method updates in the Billing Portal:
- Open Payment Methods or Edit Payment Details.
- Add or update the credit card or bank account.
- Save the new payment method.
- Confirm that the correct method is set as the default.
- Verify whether AutoPay is enabled.
If payment methods are not available in the portal, contact Finance or Support for the appropriate secure update process.
Re-enable AutoPay
If AutoPay is available for your account:
- Open the Billing Portal.
- Enable the AutoPay option.
- Select the payment method to use.
- Save the change.
- Confirm the next scheduled payment date.
If you cannot enable AutoPay, ask Finance or Support to review the account and re-enable it if eligible.
For ACH or EFT payments, contact your bank if it requires Auvik’s company name or origin ID to be added to an approved-payment list.
Resolve overdue invoices
If an invoice is Open or Past Due:
- Use Pay Now if the option is available.
- Confirm that the payment covers the full outstanding balance.
- Verify that the payment was submitted to the correct invoice.
- Check whether the payment is still processing.
Re-enabling AutoPay may not immediately pay an overdue invoice. Confirm whether the payment will be attempted immediately or on the next scheduled billing date.
Confirm payment completion
After a successful payment:
- Confirm that the invoice status changes to Paid or Processing.
- Download the paid receipt from the Billing Portal, if available.
- Contact Finance if the invoice remains Open or Past Due after the expected processing time.
Confirm the payment method
After saving the payment method:
- Confirm that it appears in the Billing Portal.
- Confirm that it is set as the default method.
- Confirm that AutoPay is enabled, if the option is available.
- Review the invoice due date and next scheduled payment date.
Payment receipts are sent to the billing email address on file. For changes to billing recipients, see Auvik Billing Portal FAQ.
If AutoPay still does not work
Provide Finance or Support with:
- Company name and account or billing ID.
- Invoice number.
- Payment method used.
- Date and amount of the attempted payment.
- Payment or bank reference number, if available.
- The error message or rejection reason.
- A screenshot with account and payment details appropriately redacted.
Do not send full card numbers, complete bank-account numbers, passwords, or other payment credentials.