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If you’re experiencing problems when managing Invoices or Credit Notes, then you’re in the right place! This guide walks you through the most common Invoice-related issues and questions and how to resolve them!
If you are having trouble generating an Invoice, please check the following:
Check that the User has the correct permissions to view the Invoice
Super Admins and Training Admins can generate and view Invoices within the Finance DataGrids. If a User is unable to generate an Invoice, check to see if they have the correct Training Admin or Super Admin role From the main navigation menu, select ‘Users’ Search for the User in question, Right-click the User and select ‘Roles’ from the context menu Check the Roles If the User is an individual and want to promote the User, please follow:
Check that the Invoice hasn't already been generated
If you are having issues generating Invoice via the Invoice Generator or manually, check to see if the Invoice has already been generated When right-clicking the Delegate in the Delegate DataGrid within the Course, is the ‘Generate Invoice’ option greyed out? If yes, this means it has been generated already. You can add the ‘Invoice Reference’ column and use the dynamic link to navigate to the Invoice
Check if the Delegate is on a Session of a Sessional Course
If you are trying to generate an Invoice for a Delegate on a Session of a Sessional Course rather than the Head Session, this may cause issues when trying to generate an Invoice Invoices are typically generated at the Head Session (parent course) level, not at the individual Session (child) level. This is because the system treats the Head Session as the main booking entity, and all Sessions (child Courses) are linked under this parent. Attempting to generate an Invoice from a Session (child) will often result in the option being greyed out or unavailable This design ensures that all Costs, Discounts, and Delegate attendance are consolidated under the parent Course, preventing duplicate or incorrect invoicing. It also aligns with how Costs and Delegate records are structured for Sessional Courses If you need to invoice a delegate who is only on a Session, you must do so from the Head Session.
Check if the Delegate has a Placeholder ID
If a Delegate has a Placeholder ID, this can cause issues when trying to generate an Invoice because the Platform treats them as having been booked through a Placeholder booking, rather than as a fully assigned Delegate. Here’s why this matters: Placeholder bookings are used to reserve spots on a Course without assigning a specific User at the time of booking. When a Delegate still has a Placeholder ID, it means they haven’t been fully assigned or converted from a Placeholder to a named Delegate. Invoice generation typically requires a fully assigned Delegate. If the Delegate record still has a Placeholder ID, the system may not allow you to generate an invoice for them, as it expects invoices for Placeholders to be handled differently or only after the Placeholder has been assigned to a specific user. To generate an invoice, ensure that the Placeholder has been allocated to a specific Delegate (i.e., the Placeholder ID is removed from the Delegate record). Once the Delegate is fully assigned, you should be able to generate the invoice as normal.
If you are still experiencing issues generating Invoices, after checking the above, please raise a ticket via the Support Portal, available from the ‘Help’ option in your platform.
There may be a Shopping Basket related to this Temporary Invoice that has not yet been cleared. You can search the Shopping Baskets DataGrid for the associated basket for this invoice and clear this.
If this isn't the case, please contact the Customer Support Team for further support with this
Why is an Invoice targeted towards a User rather than Account?
An Invoice is targeted towards a User on accessplanit when the Private Booking is made. This is when the booking is billed to the individual for the booking, rather than a non-private booking, where the User's Account will be billed instead. You can select this option when adding Delegates through a DataGrid and through the Shopping Basket/Checkout. This indicates that the User will be paying for the item themselves, rather than their Account being invoiced.
A Delegate cancelled a course and wants to rebook, how do I generate a new Invoice?
If you cannot see the ‘Rebook Delegate’ option, please reach out to our Customer Support Team who will be able to turn the feature on so you can rebook Delegates.
Can't find where to edit a Custom Field on an Invoice
Because Invoices do not have a form like Users, Accounts or Courses for example, Custom Fields within the Invoice module can only be edited via the ‘Bulk Edit’ option in the Invoices DataGrid.
If you find that you are having trouble with Costs not matching correctly, please check the following:
Check for a Price Scheme on the Course or Discount being added
A Price Scheme or Discount may have applied during the booking process causing the Costs not to match For Price Schemes, please check the following: From the main navigation menu, select ‘Courses’ then ‘Class’ or ‘Web’ depending on your Course Type, Use the search bar to search for the Course in question Right-click and select ‘Price Schemes’ from the context menu Check to see if any Price Schemes are listed within the DataGrid If there is a Price Scheme listed, check to see whether the Delegate/Booking meets the rules of the Price Scheme For more information on Price Scheme please visit or For Discounts, please check the following: Usually, this is prominent on the Invoice itself and will tell you if a Discount has been applied If you are unsure, please visit the following guides:
Check if the Course Cost has changed
If you change the Cost or Cost Type after you have booked Delegates, but before you Invoice, then the Invoice will show the cost at the time of booking and will not reflect the Course cost changes Check the ‘Audit Logs’ of the Course to see if any cost changes have been made and when these were made. Check the date of the Booking, was this before or after the cost change?
Check if the Invoice has been edited using the Invoice’s Audit Logs.
If a User has edited the Invoice, this could be the reason why the Costs are not matching up. To check this, right-click the Invoice and select ‘Audit Logs’ from the context menu Check to see if any changes have been made to the Invoice. You can also do this by searching the Invoice reference in the Events logs in the top right hand corner of your Platform
If you find that you are having trouble with VAT not calculating correctly on an Invoice, please check the following:
Check the VAT settings in the Account Finance Options are correct
Check the Account Finance Options to see whether they are setup correctly, for example is the Tax rate blank (the default 20%) or populated with the correct amount Go to ‘Profile’, ‘Administration’ in the top right-hand corner of the platform and then select ‘Account Finance Options’ from the administration menu Select the Training Provider that issued the invoice as the Active Account - Only required if you have more than one Training Provider Check that the Tax Rate is not set to ‘0%’ lf this is blank or set to a number then this is correct
Check the Course VAT settings are correct
Check the Course to ensure that the VAT settings are setup correctly From the Main Navigation Menu on the left hand side, select ‘Courses’ and then ‘Class’ or ‘Web’ Using the search bar or filters, search for the Course listed on the Invoice and ‘Edit’ Scroll down to the Financial section for the Course: If the ‘Tax Exempt’ checkbox is ticked, then this is the reason why there is no VAT on the invoice. If this is un-ticked, then the Invoice will show VAT on the Invoice
Check the Delegate VAT settings are correct
Check the Delegate record to ensure that the VAT settings are setup correctly Make a note of the Delegate name(s) listed on the Invoice From the Main Navigation Menu on the left hand side, select ‘Courses’ and then ‘Class’ or ‘Web’ Using the search bar or filters, search for the Course listed on the Invoice and select ‘Delegates’ from the context menu Right-click the Delegate and select ‘Edit’ Scroll down to the ‘Financial Details’ section: If the ‘Tax Exempt’ checkbox is ticked, then this is the reason why there is no VAT on the invoice. If this is un-ticked, then the Invoice will show VAT on the Invoice
Check the User VAT settings are correct
Whilst you may have checked the Delegate VAT settings, the VAT settings can also be set at User level so its always good to check these too Make a note of the Delegate name(s) listed on the Invoice From the Main Navigation Menu on the left hand side, select ‘Users' Using the search bar, search for the User in question Right click and select ‘Financial’ from the context menu Check the financial information for the User If the ‘Tax Exempt’ checkbox is ticked, then this is the reason why there is no VAT on the invoice. If this is un-ticked, then the Invoice will show VAT on the Invoice
Check the Users Main Account VAT settings are correct
The last place to check is the Users Main Account (their Account) to make sure these VAT settings are correct Make a note of the Delegate name(s) listed on the Invoice From the Main Navigation Menu on the left hand side, select ‘Users' Using the search bar, search for the User in question Right-click the User and select ‘Edit’ from the context menu Scroll down to the ‘Employment’ section Click the Main Account name and select ‘Edit Account' Scroll down to the ‘Taxation Details’ of the Account and ensure these details are correct If the 'VAT Exempt' checkbox is ticked, then this is the reason why there is no VAT on the invoice. If this is un-ticked, then the Invoice will show VAT on the Invoice
Please Note
If you have checked all of the above and all VAT settings are correct but and the Invoice is still calculating VAT incorrectly, please reach out to the Customer Support Team for further Support
The Billing address isn't pulling through to an Invoice
If the Invoice is targeted to the User, then this most likely was a Private Booking. If the booking is a Private Booking (targeted to a User, not an Account), the Invoice will use the User’s billing address. If the User doesn’t have a billing address on their profile, the invoice will be missing this information. Edit the Delegate and see if the “Private Booking” checkbox is ticked. If so, ensure the User has a billing address on their record.
Check the Account Billing Address information
If the invoice is targeted to an Account, but the account’s billing address was not filled in before the invoice was raised, the invoice will not display a billing address. Update the Account’s billing address, then re-target the Invoice to the same account/user and tick the option to update the billing address. To retarget and Invoice, please follow:
Please Note
If you have checked all of the above and are not sure why the Billing Address isn't populating, please reach out to the Customer Support Team for further Support
An invoice is targeted to the incorrect User/Account
If an Invoice is generated through the Shopping/Checkout basket, the target will have been selected during this bookings process.
You can target an Invoice towards either a User (which is classed as a ‘private’ booking), or an Account (which is a non-private booking).
You can check whether a Delegate is booked a ‘private’ this by going to their Delegate record, right-click and ‘Edit’ this, and you will see a “Private Booking“ checkbox (the “Account Name“ field on the Delegate list on their Course will also be blank).
To change the target of an Invoice, you can right-click on the Invoice and select ‘Re-target’ from the context menu
From here, you can select the new User/Account you want to target the Invoice to, as well as whether you want to update the billing address shown in the top-left corner of the Invoice
🎯How can I find the invoices where target has been changed?
You can check whether an Invoice has had its target changed by using the Logs feature on the Invoices DataGrid.
From the Main Navigation Menu, go to 'Finance' and then 'Invoices'
Find the Invoice you want to check
Right click on the Invoice and select 'Logs' from the context menu
The Logs will show a history of actions taken against the Invoice, including any changes that have been made
If you are regularly retargeting Invoices, it is recommended to add a Note to the Invoice each time a retarget is performed. This makes it easier for other Administrators to see why the target was changed.
To add a Note after retargeting:
Right click on the Invoice
Select 'View' to open the Invoice
Add a Note detailing the reason for the retarget
For more information on how to change the target on an Invoice, please see our help guide: Retarget an Invoice
