Invoice Issues

1 Why can't I view or generate an Invoice?
2 Why can't I delete a Temporary Invoice?
3 Why is an Invoice targeted towards a User rather than Account?
4 A Delegate cancelled a course and wants to rebook, how do I generate a new Invoice?
5 Can't find where to edit a Custom Field on an Invoice
6 Invoice amounts do not match the Course Cost
7 VAT is not calculating correctly on an Invoice
8 The Billing address isn't pulling through to an Invoice
9 An invoice is targeted to the incorrect User/Account

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!

Why can't I view or generate an Invoice?

Related Help Guide page(s):

Promote an existing User from having an 'Individual' role to an 'Administrator' role and access

Generate an Invoice for a Delegate

Create a new multi-part (Sessional) Course Template

Generate an Invoice for a Placeholder

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: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3842376082

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 reach out to the Customer Support Team for further support

Why can't I delete a Temporary Invoice?

Related help guide page:

View all temporary, uncommitted Invoices

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?

Related help guide page(s):

View all Bookings made by a specific person

View all Bookings made by a specific customer

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?

Related help guide page(s):

Rebook a cancelled Delegate back onto their Course

To do this, you will need to use the Rebooking Wizard. Please follow our help guide here: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3431760736

Please Note

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

Related help guide page(s):

Store custom information for Invoices

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.

Invoice amounts do not match the Course Cost

Related help guide page(s):

Set a fixed override price for a customer on a Course

Discounts

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 https://accessplanit.atlassian.net/wiki/spaces/HG/pages/83132458 or https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3728737709

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:

https://accessplanit.atlassian.net/wiki/spaces/HG/pages/61309154

https://accessplanit.atlassian.net/wiki/spaces/HG/pages/2324562104

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

VAT is not calculating correctly on an Invoice

Related help guide page(s):

VAT Options within accessplanit

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

Related help guide page(s):

Retarget an Invoice

Check that the Booking isn't a Private Booking

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: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3728803007

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

Related help guide page(s):

Retarget an Invoice

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