Troubleshooting Invoices
If you encounter errors or issues while working with or customizing invoices, see the sections below to start troubleshooting and resolve the issue.
For more information, see Billing Logic.
Generating Invoices
For more information, see Invoice Configuration.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| The system did not generate one or more invoices. | This issue may be due to an issue in the service or domain configuration, a previous invoice, or a problem with the system cron. | Missing Service Invoices Missing Domain Renewal Invoices |
| The system generated two invoices for the same service. | This issue may be due to the system cron running twice at the same time or there may be an issue with the service’s Next Due Date value. | Duplicate Invoices (Different Dates) Duplicate Invoices (Same Dates) |
| The system generated a blank invoice. | This issue may be due to the system cron running twice at the same time. | Blank Invoices |
| One or more invoices does not include tax correctly. | This issue may be due to a problem in your tax configuration settings or due to a setting in the client’s profile. | Invoices Are Missing Tax |
| The system cancelled a domain renewal invoice unexpectedly. | This issue is due to your domain redemption or domain renewal settings. | Cancelled Domain Renewal Invoices |
| A service’s Next Due Date value has moved to a date several months or years in the future, resulting in some invoices not being generated. | The system has registered multiple payments for the service. | Unexpected Next Due Date |
Maximum execution time exceeded | During invoice generation, this error may be due to a high-resolution logo image in the PDF file. | TCPDF Timeouts |
Oops! PDOException: SQLSTATE[23000]: Integrity constraint violation: 1062 Duplicate entry '2147483647' for key 'tblinvoices.PRIMARY' in /path/to/whmcs/vendor/illuminate/database/Connection.php:464 | The Invoice Starting # setting is higher than MySQL® can accommodate. | Duplicate tblinvoices Errors |
Viewing or Using Invoices
For more information, see Invoice Management.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| Client details on an invoice do not match their profile. | This issue may be due to your invoice settings or the presence of a billing contact. | Unexpected Invoice Details |
| Characters in a PDF invoice or quote appear as question marks. | This issue indicates that your selected font does not support the displayed characters. | Question Marks in PDF Invoices |
| The system logs the client out while downloading an invoice. | An issue with pdo_mysql clients on some CloudLinux™ servers is causing unexpected behavior. | Logout During Invoice Download |
| The system charged the client multiple times for the same invoice or for duplicate invoices. | This issue may be due to the system cron running twice at the same time. | Duplicate Transactions |
Oops! Error: Module Not Found | This error indicates that you have activated and configured the payment gateway, but the corresponding file is missing from the /modules/gateways/ directory. | Oops Module Not Found Errors |
TCPDF ERROR: [Image] Unable to get the size of the image | This error indicates that your server cannot use the cURL library function to load the logo image for inclusion in the PDF invoice. | TCPDF Image Size Errors |
Sending Payment Reminders
For more information, see Configure Payment Reminders.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| The system generated an invoice but did not send the associated payment reminder. | This issue may be due to an issue in the client’s settings, a missing email template, or a problem with the system cron. | Missing Payment Reminders |
Last modified: November 12, 2024