An invoice status shows where a bill is in its payment lifecycle; it is not always the same as the associated service status.
Applies to: Billing, payments and invoices
WHMCS records invoices, payments, credits and tax information against the customer account. A catalogue price change does not rewrite an existing invoice, and a service status does not always change at the same moment as an invoice status.
Key information
| Draft | Prepared but not issued as an amount currently due. |
|---|---|
| Unpaid | Issued and awaiting successful payment or credit. |
| Paid | WHMCS has recorded sufficient payment or credit against the invoice. |
| Cancelled | The invoice is no longer payable; this does not necessarily reverse a service action or refund a transaction. |
| Refunded | A recorded payment was refunded in full according to the transaction history. |
| Collections | The debt has moved into a collection workflow where that status is enabled. |
Before you start
- Sign in to the Customer Portal using the account owner or an authorised user.
- Have the relevant invoice, service, domain or ticket number available.
How to use this service
- Open Billing > My Invoices and select the invoice rather than relying only on an email subject line.
- Check the status, due date, line items, tax, credit and transaction history together.
- For a Paid invoice, confirm that the payment appears once and that the related service or order has progressed normally.
- For an Unpaid invoice after a payment attempt, wait for the gateway response and check the payment provider before trying again.
- For a Cancelled or Refunded invoice, review the service and transaction records separately to understand what changed and when.
Confirm the result
- The invoice status, balance and transaction entries agree with the payment evidence.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The invoice is Paid but the service is still pending. | Provisioning, fraud review, manual acceptance or a module error can delay the service after payment. | Check the order status and open a ticket with the invoice and order number if the service has not progressed. |
| The invoice is Unpaid but the bank shows a pending card amount. | The payment may be authorised but not captured, or the pending amount may later be released. | Do not pay repeatedly; provide the transaction time and last four digits through a billing ticket without sending full card details. |
Important notes
- Editing an invoice or service directly in the database can break the audit trail. Use supported WHMCS administration actions.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- View and download invoices
- Pay an invoice
- How automatic payments work
- What happens when an invoice is overdue
- How account credit is applied to invoices
Last reviewed: 2026-07-18.
