Invoicing troubleshooting

The Invoice total is wrong

Review the Line Items, quantity, unit amount, line amount, and tax amount. When Line Items are updated, 3PM Base recalculates the subtotal, tax total, and Invoice total from those values. If a line amount is not supplied, it is calculated from the quantity multiplied by the unit amount.

Check the amount due separately from the Invoice total. A Payment or credit can reduce the amount due without changing the original Invoice total.

The Invoice cannot be deleted

An APPROVED or PAID Invoice cannot be deleted. Void the Invoice first, then try again. Deleting an Invoice also returns linked billing items to an unbilled state, so check that the Invoice is the one you intend to remove before continuing.

Invoice and Payment checks

Before retrying a Payment, check the following:

1. Confirm that the Invoice is not already PAID. A PAID Invoice cannot accept another Payment.
2. Check the amount due. If no Payment amount is entered, 3PM Base uses the amount due, or the Invoice total when an amount due is not available.
3. Check the currency shown on the Invoice and use a supported payment method for that currency.
4. Confirm that the Invoice belongs to the Project you are viewing. Payments are available only for the Invoice connected to that Project.
5. If the Payment screen opens but does not complete, close it and reopen the Invoice before trying again. Check whether the Payment has already been authorised first.

If the Invoice shows PAID but the amount due is not zero, refresh the page and check the Invoice again. Do not submit another Payment until the status and amount due have been checked.

Project linking checks

Invoices without a Project link appear in the Reports area under Unallocated. To connect one:

1. Open Reports and find the Unallocated area.
2. Select the Invoice you want to fix.
3. Search for the Project by name or Project number.
4. Select the Project and confirm the link.
5. Refresh Reports and check that the Invoice now appears with that Project.

The Project must belong to the same 3PM Base account as the Invoice. If the Project does not appear in the selection list, check its name and Project number, then confirm that you have access to that Project. You can clear an existing Project link and select another Project when the Invoice has been assigned incorrectly.

If the link cannot be saved, you may not have access to update Invoices. Ask an account administrator to update the Project link or grant the required Invoice access.

When to try again

Try the action again after:

• refreshing the page and reopening the Invoice;
• checking that the Invoice number, Client, Project, status, and amount are correct;
• closing and reopening the Payment screen;
• waiting for a pending Payment result to appear before submitting another Payment;
• selecting the Project again from the Unallocated list if the link did not appear in Reports.

When to get help

Contact your 3PM Base administrator or support team if:

• an Invoice remains missing after you confirm its Client, Project, and status;
• the Invoice total still does not match its Line Items and tax amounts;
• a Payment fails after you confirm that the Invoice is unpaid and the amount is correct;
• a Payment appears to have been taken but the Invoice still shows an unpaid amount;
• the correct Project is not available under Unallocated; or
• you cannot update the Project link because you do not have Invoice access.

Include the Invoice number, Project name or number, the status shown, the amount due, and the time of the failed action. Do not include full card details or other sensitive payment information.