Troubleshoot Billing

Start with the service gate and organization role, then inspect the billing account, source plan, snapshot, current contract state, and discount approvals.

Billing is missing or returns not found

1. Confirm the signed-in account and organization slug.
2. Confirm Billing is enabled for the organization or your user.
3. Confirm you belong to the organization.
4. If the data is visible but controls are disabled, check for organization-admin manage-Billing authority.

A billing account cannot be created

Check:

• the Customer entity belongs to this organization’s entity registry;
• there is not already a billing account for that customer entity;
• Name is no more than 200 characters;
• when present, Billing email is a single valid address;
• Language is English or German;
• Payment terms (days) is between 0 and 365.

Edit the existing account instead of creating a duplicate for the same customer.

The intended plan or currency is missing

The wizard lists published default plan versions.

1. Confirm the product is active in Products.
2. Confirm the plan has a published default version.
3. Confirm it has a price point for the intended currency.
4. Confirm the selected jurisdiction has a matching or default price row.
5. Reload the wizard after catalog changes.

Do not publish an unreviewed plan merely to make it appear in Billing.

An engagement ID is rejected

The engagement link is optional. When provided, the engagement must be signed, belong to the same organization and customer, and not already be linked to another contract. Verify the record in Engage; do not replace the ID with an unrelated engagement.

A contract will not activate

1. Confirm it is Draft.
2. Confirm Billing start date is set.
3. Confirm Lines contains at least one snapshot row.
4. Compare each recurring line cadence with Billing period. A line cadence cannot be faster than the billing period.
5. Confirm you have manage-Billing authority.
6. Reload in case another administrator changed the contract.

When both optional dates are present, Term end must be on or after Contract start.

Unapproved discounts do not block activation, but they do not affect rating. Confirm their intended treatment before proceeding.

A discount cannot be approved

The grantor cannot approve their own discount.

1. Confirm the discount still shows Awaiting approval — not rated yet.
2. Sign in as a different authorized administrator.
3. Review kind, value, currency, charge scope, duration, and reason.
4. Select Approve.

If approved, the pending Remove action is no longer available because the approval history is retained.

Only one rate override may target a charge

Billing rejects overlapping rate overrides, including an all-charges override that overlaps a charge-specific one.

1. Review the existing pending and approved rate overrides.
2. Remove an unapproved duplicate, or choose a non-overlapping charge scope.
3. Preserve approved overrides as audit history. The current customer UI has no successor-contract creation control, so use the approved product or support process rather than inventing a browser workflow.

A lifecycle action is missing

• Activate appears for Draft.
• Suspend appears for Active.
• Resume appears for Suspended.
• Terminate appears for Active or Suspended.
• Terminated and Superseded are terminal.

The action also requires manage-Billing authority.

Search, filters, or columns look stale

Shareable query state is in the current URL; personal display preferences are saved separately per browser. Reload after a contract command to retrieve canonical state. Changing a column or layout does not change the account, contract, or discount.

When to escalate

Record the organization slug, billing account, contract identifier and state, plan-version number, expected action, exact validation message, and approximate time. Do not include billing email addresses, customer terms, invoice contents, or credentials in an ordinary support message unless the approved support channel explicitly requires them.