Automatic Reminder sent for Invoice Already Paid

Hi SDuddy,

I'm sorry to hear that an automatic reminder was sent for an invoice that had already been paid and reconciled. As the invoice was showing as paid on the reminder, it definitely shouldn’t have been sent. While reminders can sometimes be queued before a payment status updates, the fact that this payment was made over a week ago means this needs further investigation. We’ll need to review the invoice payment allocation and reminder activity to see why it was included. Please reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so they can investigate this further and check whether any other paid invoices have been affected.

Regards,

Sai

I have just had the same thing happen for an invoice that was fully paid by our customer in August 2026 and seemingly out of the blue an auto reminder was sent on 19/10/26. I can see no error with the way the payment was matched and reconciled. Similarly as with your case, the overdue notice to the customer said the invoice was paid on 27 August but the reminder dated 19/10/26 said it was 6 weeks overdue. I've erased reference to client/description etc.

Hi Glittler,

I'm sorry to hear this happened with another invoice. As the invoice was fully paid and reconciled on 27 August, it shouldn’t have been included in an overdue reminder sent on 19 October, particularly when the reminder itself shows the payment date. This will need to be investigated against the invoice and reminder activity to confirm why it was selected. Please reach out to our support team here. They can review this further and check whether any other paid invoices have been affected.

Regards,

Sai