Where is my invoice?

A common question from our users. The scenario usually goes something like this: they login to their Debitoor account and either cannot see the invoice they know they created the previous day, or find that their invoice list is completely blank. Understandably, they then contact us in a panic.

But rest assured, invoices in your Debitoor account will not go missing. We’ve made it our priority to ensure that all of your data is safe and secure - backed up on two separate servers. Read more about the measures we take to protect your data here: Debitoor Security.

Your ‘Invoices’ tab in Debitoor invoicing software maintains a full list of invoices you’ve created, at all stages of completion - from ‘Draft’ to ‘Paid’. Our search and filter function makes it easy to quickly sort through your invoices to find one in particular, or narrow it down to a certain grouping.

In Debitoor invoicing software, your invoices are always safe and secure.

So where, in fact, do the invoices go? There are a couple of different possibilities that we encounter and we will outline them below.

How do I find my invoice?

It’s not uncommon that users who suddenly experience a missing invoice (or several) have one or more filters applied or have not removed a search parameter. In your invoice list, it is possible to search by:

  • Customer name
  • Invoice number
  • Date range

It is also important to make sure that you do not have any filters applied. To do so, click on the button labeled ‘+Filter’ and uncheck any checked boxes. Click the ‘Save Filters’ button to save this (un)selection.

Forgotten filters are an easy way for an invoice to seem like it has gone missing. For example, if you are searching for an unpaid invoice but still have a ‘Paid’ filter applied from a previous invoice search, then none of your unpaid invoices will appear in your list.

You can then try your search again and your invoice should appear in the list. To make your search more successful, we recommend not adding a date range.

Accidental accounts

Occasionally, there are also users who use a different email address to login to their account, inadvertently creating a new account in the process, which is, obviously blank.

This can sometimes occur when a user types in an email address incorrectly - for example: ‘tea**a**[email protected]’ instead of ‘[email protected]’. Because it is spelled differently, the system identifies it as a new email.

In this case, take a look at the rest of your account. If everything else seems to be missing as well, then you are likely in a new account. In this case, we ask that you logout and then log back in again, taking extra care that your email address is entered correctly.

Steps when you have missing invoices in your account

  1. First, we ask you to double check that none of your filters are checked.
  2. Use only the search bar to search by customer name or invoice number.
  3. If you don’t remember the customer or invoice number, you can try to narrow down the date range.
  4. If your account is completely blank, please log out and log back in once more.

Written by WhitneyWhitney, 3 March 2017