---
title: "You got an overdue reminder from Enfonica"
url: "https://enfonica.com/help/billing/overdue-reminder"
summary: "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."
type: troubleshooting
audience: customers
products: ["Billing", "Enfonica Console"]
who_can_do_this: "An Owner or Editor on your billing account"
---

# 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

First check the [Enfonica status page](https://enfonica.status.io/) for a known incident.

## You thought your invoices were paid automatically

What you see: `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.

**To 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.

**To fix it:**

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](https://enfonica.com/help/billing/pay-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.

**To 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.

**To fix it:**

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](https://enfonica.com/help/console/cant-sign-in). For **Insufficient permission**, see [Can't see Billing or create a project in the Console](https://enfonica.com/help/console/cant-see-billing).

### 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.

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

**To fix it:**

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.

**To 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.

**To fix it**, 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.

**To check**, go to **Billing > Payments**. It lists every payment we've received, with its date and amount.

**To fix it**, 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.

**To 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.

**To fix it**, pay the amount shown next to **Please pay** on the latest invoice. To learn what each line means, see [Understand your Enfonica invoice](https://enfonica.com/help/billing/understand-your-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.

**To check**, look at the **Statement** on your latest invoice for a small amount next to **Please pay**.

**To fix it**, 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.

**To fix it**, 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](https://enfonica.com/help/billing/cancel-a-service).

## 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.

**To 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.

**To fix it**, 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](https://enfonica.com/help/billing/invoice-copies-and-recipients).

## 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?](https://enfonica.com/help/billing/services-stopped)

If you're having trouble paying, contact us early. Our [Payment Assistance and Financial Hardship policy](https://enfonica.com/terms/financial-hardship) 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](https://enfonica.com/contact-support?article=%2Fhelp%2Fbilling%2Foverdue-reminder&topic=billing)

## Related

- [Pay your invoices automatically](https://enfonica.com/help/billing/pay-automatically.md)
- [Understand your Enfonica invoice](https://enfonica.com/help/billing/understand-your-invoice.md)
- [Get invoice copies and change who receives invoices](https://enfonica.com/help/billing/invoice-copies-and-recipients.md)
- [Why have my services stopped?](https://enfonica.com/help/billing/services-stopped.md)
- [Can't sign in to the Enfonica Console](https://enfonica.com/help/console/cant-sign-in.md)

---

Web version: https://enfonica.com/help/billing/overdue-reminder