eHub Billing
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      eHub Billing Troubleshooting Guide

      eHub Billing allows you to manage merchant fees, billing schedules, and invoices efficiently. If you encounter any issues, use this guide to diagnose and resolve common problems.

      Fees Not Showing on Invoices

      • Check Fee Setup
         Navigate to Settings > Fees and confirm the fee is properly saved.

      • Assigned Accounts
         Ensure the fee is assigned to the correct merchant account(s).

      • Auto-Apply Option
         If the fee should apply to all new accounts, make sure "Apply to all new accounts" is selected.

      • Inactive Fees
         Check the Inactive tab to confirm the fee hasn't been deactivated.

      Billing Schedule Issues

      • Missing Schedule
         Go to Billing > Schedule and verify that a billing schedule exists.

      • Account Assignment
         Confirm the merchant account is selected in the Accounts dropdown.

      • Next Scheduled Date
         Make sure the next invoice generation date is correctly set.

      Invoices are generated at 1:00 AM MT, the day after the billing period ends.

      Draft Invoices Not Moving Forward

      • Expected Behavior
         Draft invoices only move to Needs Review at the end of the billing period.

      • Fix
         Confirm that billing schedule dates are properly configured.

      • Check Status
         If invoices remain stuck, ensure the account is assigned to a valid billing schedule.

      Can’t Approve an Invoice

      • Access Requirement
         Only Admins or Owners can approve invoices.

      • Approval Steps
        1. Open the invoice in Needs Review
        2. Confirm all details are accurate
        3. Check "I confirm this invoice is accurate"
        4. Click Approve & Email to Merchant

      Invoices Sent but Marked "Unpaid"

      • Confirm Payment
         eHub does not process payments. Ensure payment was collected externally.

      • Update Invoice Status
         Open the invoice and click Mark as Paid.

      • Need to Adjust?
         Move the invoice back to Needs Review before making any edits.

      Wrong Information on a Paid Invoice

      To correct the invoice:

      1. Change the status back to Unpaid
      2. Move the invoice to Needs Review
      3. Edit the invoice and re-approve it

      Finding or Exporting Invoices

      • Search
         Use the merchant name, invoice number, or date in the search bar.

      • Export
         Click the export icon to download selected invoices as a CSV file.

      • PDFs
        • Draft invoices include a Draft watermark
        • Approved invoices generate a full, detailed PDF