Troubleshooting

You got an overdue reminder from Enfonica

Short answer

An overdue reminder means an invoice was still unpaid at least a week after its due date. Usually there's no card saved on the billing account, or the card payment didn't go through. To clear it, add a card in the Console, and then select Make a payment.

Applies to
Billing, Enfonica Console
Who can do this
An Owner or Editor on your billing account

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. You thought your invoices were paid automatically
  3. You've already paid
  4. You don't have any services, but you still get reminders
  5. The reminder doesn't say which invoice is overdue
  6. The reminder went to the wrong person
  7. When are reminders sent?
  8. What happens if it stays unpaid?
  9. What to send us
  10. Related

What are you seeing?

You thought your invoices were paid automatically

Reminder: Payment overdue on your Enfonica account

This is the most common reason people write to us about a reminder, and it's usually quick to fix. Automatic payments happen only when a card is saved on the billing account in the Enfonica Console. Check these causes in order.

No card is saved on the billing account

Automatic payments need a card saved under How you pay in the Console. Paying earlier invoices by BPAY doesn't save a card.

Check

In the bottom-left corner of the Console, select your name, and then select Billing. If How you pay says No payment methods configured, there's no card on the account.

Fix

  1. Select Add payment method, and add your card.
  2. In Your balance, select Make a payment to pay the overdue amount now.

Future invoices are then paid automatically on their due date. For every step, see Pay your invoices automatically.

You can't sign in, or your email address isn't recognized

The address that receives your invoices and reminders isn't automatically a Console user. Invoice recipients and Console users are on separate lists, so the person who gets the reminder often has no login yet.

Check

See whether any of these are true:

  • The Console sign-in page doesn't recognize the email address.
  • A password reset never arrives.
  • You were invited once but never accepted the invite.

Fix

  1. Ask an Owner of one of your projects to add you to that project. You get an email invite.
  2. After you can sign in, ask an Owner of the billing account to add you as Editor under Billing > Users, so that you can add a card. Adding someone to billing doesn't send an invite on its own, so the project comes first.

If nobody in your business can sign in, contact us, and we'll send the invite. For invites that don't arrive, see Can't sign in to the Enfonica Console. For Insufficient permission, see Can't see Billing or create a project in the Console.

The card payment didn't go through

A saved card can still be declined. For example, the card might have expired, been replaced by your bank, or not had enough funds on the due date.

Check

Under How you pay, look at the card's expiry date. Billing > Payments shows no payment for the invoice.

Fix

  1. Add your current card.
  2. Open the new card's menu, and then select Set as primary.
  3. Delete the old card.
  4. Select Make a payment to pay the overdue amount now.

If the card looks fine, check with your bank.

Your card is current, but the payment wasn't taken

Occasionally, a payment isn't taken even though a valid card is saved. This one is ours to fix.

Check

Look at the card under How you pay. This is the cause if the card has the Primary label, it hasn't expired, and Billing > Payments shows no payment after the due date.

Fix

Contact us with the invoice number, and we'll look into it. If you want to pay now, you can use Make a payment at any time.

You've already paid

If you've paid recently, thank you. You can ignore the reminder. If you're not sure your payment covers everything, use these checks.

Your payment and the reminder crossed

A reminder counts the payments we'd received when it was sent. A BPAY payment takes longer to reach us than a card payment, so a reminder can arrive after you've paid.

Check

Go to Billing > Payments. It lists every payment we've received, with its date and amount.

Fix

Look for your payment in the list:

  • If your payment is listed, there's nothing more to do.
  • If you paid by BPAY and the payment isn't listed yet, give it a little longer.
  • If it still doesn't appear, send us the payment receipt with your company name.

An earlier invoice is still unpaid

The reminder is about your whole overdue balance, not one invoice. If you pay only the latest invoice, any earlier unpaid amount is still owing.

Check

Open your latest invoice. Its Statement starts with the opening balance carried over from earlier invoices, then payments received, and then this invoice. If the opening balance is more than the payments received, an earlier amount is still owing.

Fix

Pay the amount shown next to Please pay on the latest invoice. To learn what each line means, see Understand your Enfonica invoice.

You don't have any services, but you still get reminders

Reminders are about money still owing on the account, so they can continue after services are canceled.

A small balance is left on the account

Reminders are sent for any overdue balance of more than $1. A few dollars left over from usage or a part payment is enough to trigger one.

Check

Look at the Statement on your latest invoice for a small amount next to Please pay.

Fix

Pay the remaining amount with Make a payment or BPAY.

A final invoice arrived after you canceled

Usage and fees up to the day you canceled are billed on the next monthly invoice. It arrives after the end of that month.

Fix

Pay the final invoice. If you want the account closed after it's paid, tell us. To learn what stops billing and what doesn't, see Cancel a service or close your account.

The reminder doesn't say which invoice is overdue

The reminder covers your account's overdue balance as a whole, so it doesn't list invoices.

Check

Go to Billing > Invoices. It lists every invoice with its number, issue date, and amount. To open an invoice, select the download button next to it. Each invoice shows its Due date, and the Statement on the latest one shows the total still owing.

The reminder went to the wrong person

Reminders go to every email address on your billing account's invoice recipient list. These are the same addresses that receive your invoices.

Fix

Contact us with the addresses to add or remove. You can have several. To learn how, see Get invoice copies and change who receives invoices.

When are reminders sent?

Automated reminders are sent on weekdays when an account has more than $1 owing that was due at least a week ago. Each account gets at most one automated reminder every 28 days, so you won't get one every day while a payment is on its way.

The email comes from Enfonica, with the subject "Reminder: Payment overdue on your Enfonica account". Its Go to Console button opens the Enfonica Console.

The email tells you to select the settings cog next to your name in the bottom-left corner, and then Billing and Add credit card. That button is now called Add payment method.

What happens if it stays unpaid?

If a balance stays overdue, our accounts team contacts you, and services can be suspended until it's paid. Postpaid accounts also have a credit limit, and services stop automatically when the balance reaches it. To learn about both, and how to restore service, see Why have my services stopped?

If you're having trouble paying, contact us early. Our Payment Assistance and Financial Hardship policy explains the help that's available.

What to send us

Include these so we can look at your account straight away.

  • Your company name, as it appears on your invoice.
  • The invoice number, if your question is about a specific invoice.
  • What you expected to see, and what you saw instead.
Contact support

Our support team are telco specialists, backed by the engineers who run the network.