Troubleshooting

Instant help with common issues

Subscription isn't active

It might happen that a subscription wasn’t activated automatically or you have bought it with a different Billdu account.

Send us a your bill, invoice or screenshot to our e-mail address support@billdu.com.

Also state the e-mail address you use to log into your Billdu account.

We will activate it for you right away!

 

You can also read more about our subscriptions and how it works in the section Pricing and subscription of this guide.

Unable to log in

WEB
Please pay attention to the error message – you may got the password or e-mail address wrong. If you don’t remember your password you can always create a new one. Click on I forgot my password on the login screen or click here and follow the instructions. A message will be sent to your email and you will be able to set a new password.

APP
Please pay attention to the error message – you have probably typed your password or e-mail address wrong. If you don’t remember your password you can always create a new one on our website. Just click on I forgot my password on the login screen or click here and follow the instructions. A message will be sent to your e-mail address and you will be able to set a new password.

Or contact our technical support at support@billdu.com

How to delete an account

Send us an email from the e-mail address you used to register your Billdu account to support@billdu.com and we will delete your account. A confirmation message will follow shortly.

An Invoice does not reflect changes in Client

Changing client details shouldn’t change your invoices retrospectively, that would create quite a mess in your documents.
If you need to change client’s details on an invoice, proceed as following:

  • Edit the Client and change it’s details
  • Edit the invoice and select another client (any client will do)
  • Save the invoice
  • Edit the invoice again
  • Select the right client
  • Save again

Now the actual data from the client were tied to the invoice and you will see the desired client’s details on the invoice.
or
In the mobile iOS app edit the invoice, select the Client – a new window with client|s details appears. Here you can change basic client information directly on an invoice.

An Invoice does not reflect changes in Business details

A change of your business’s details can’t alter your invoices retrospectively, that would create quite a mess in your documents.
If you need to change your business details on a specific invoice, edit the invoice on the Billdu website and select on Edit company details. A window will appear where you can edit all your company details for that specific invoice.

Some invoices have suddenly disappeared

Your date filter is probably set to This year. Change the time-frame and you will see more of your documents.

WEBSITE
The date filter is in the upper row in your invoice list and says This year or This month. Change the filter to a wider time range to see all your invoices.

 

APP
Tap on This year – it’s the most upper text when you take look to your invoice list
A menu appears where you can select more time ranges
Tap on Last year or Lifetime

 

note: Your fiscal year may be set to a date span that does not include current date. Change it at Settings – Document settings – Tax years starts

“You have reached the max. number of documents”

Your subscription is still valid but you have already created the maximum number of documents (invoices, estimates, orders,…). You can still edit, send and delete your documents but to create new documents you need a new subscription.
If you see this message often, you may want to consider a change to a higher subscription plan.

“This feature is available with a higher subscription"

Certain features and document types are available only for certain subscriptions plans. Take a look at our price list for a better overview of features and subscriptions.

"Max. Number of Mobile Devices exceeded."

For every subscription there is a specific number of mobile devices you can use with your account. If this message appears you have either a subscription with a low device number or you need to manage your device list.
In some cases (mostly after app reinstallation or an update) Billdu assumes your device is new. Log into the Billdu website and navigate to Settings – Mobile devices. You can see all your mobile devices in there. Delete the mobile device and now you will be able to log in to the mobile app again.

Unsubscribe from newsletter

Billdu sends several kinds of e-mail messages

Welcome messages introduce the Billdu tool and inform you about app’s features
Our Newsletter and promotional e-mails inform you about news, updates and current promotions
Infomails are sent occasionally to inform you about a specific event, feature or changes

You can either click on Unsubscribe at the bottom of the e-mail message or send us a reply to support@billdu.com

Adding another user or company

Take a look how to set up a new company/business or add a user in the section Account management of this guide or click here.

Use Quotes or Estimates

Navigate to Settings – Document settings and in the Estimate settings switch the Estimate name either to Quote or Estimate. The change happens to the next document you create.

It this feature is not available, you can rename an Estimate to Quote in the Document settings. The change can be done for any document in any language. The change happens instantly to all documents.

  • Go to Settings – Document settings and choose Custom labels
  • Select a language if necessary and change the name from Estimate to Quote
  • Go back and Save the Settings

 

Create a Statement for a client

  • Select a Client
  • In the first section Invoiced (where you see all invoices of a client, the sum and due amount) click on click on + Statement
  • A new window appears
  • Select desired time-frame. As default the last 30 days are selected
  • Choose whether to show only unpaid invoices
  • In case there are invoices in more than one currency you will be able to select one
  • Now you can Preview, Print or Email the statement. Statement will be sent as a PDF file
  • note: Statement’s language and template settings are set by your Document settings

Create invoices offline

You can create invoices, estimates and other documents even offline with our mobile apps. Your documents will not receive automatic numbering. The numbers will be added later when connected to the internet and after a synchronization.

Card payments and Pay Now button

Your clients can pay an invoice by most credit/debit cards or PayPal using the Pay now button. The payment itself is handled by Stripe or PayPal based on chosen service. Billdu does not handle payments by itself, we can only make it easier for your clients to pay by card. In order to enable online payments a “middle man” such as Stripe or PayPal must be present, this is called a payment processor or payment gate.

Enabling PayPal is very easy – just enter your PayPal email address to Settings – My businesses – Payment options. You will find a more detailed description in this section below (PayPal payments)

When activating Card payments an account at Stripe will be created and connected to your Billdu account. A notification will appear in Billdu once the invoice has been paid by Stripe. You will receive a push-message in the mobile app and it will appear in the Notification center as well. You will find a more detailed description in this section below (Stripe card payments)

 

Stripe payments

By enabling card payments you can use a Stripe account to collect payments from clients. A Pay Now button appears on an invoice and your clients can pay you by card instantly.

An account at Stripe with the same e-mail address as your Billdu account will be created and you will be prompted to add your company and bank details in order to settle the payments to your bank account.

If your Stripe account is not yet linked, you will see a line ‘Link my bank account’ when editing an invoice and in your company settings. You should finish your Stripe setup as soon as possible by entering all necessary company and bank details – the app will help you by pre-filling some details from your Billdu settings. It is necessary to enter the information order to transfer the payment from Stripe to your bank account. You can also use and existing Stripe account if you already have one.

Setup

  • Enable card payments under Settings – My businesses – Payment option – Accept online payments
    or in the mobile app while editing an invoice click on Accept online payments
  • Click on Link my bank account
  • An account with your Billdu login email will be created and you will be directed to Stripe’s login page
  • Enter all necessary details. Billdu will help you by filling some details from your business settings
  • note: Make sure your bank account is entered correctly – this will be the account the online payments will be routed to
  • note: Your first payout is made 7-10 days after the first invoice payment.
  • note: There is a flat fee for each card payment – visit Stripe’s website for more information

Now when your Stripe account is linked to Billdu, all payments from your invoices are directed through Stripe to your bank account.

General information

Billdu enables your customers to pay your invoices with a debit or credit card. Please note that Billdu does not handle card payments on its own and in order to make it possible a “middle man” must be used. Stripe is such a third-party service that allows entrepreneurs and businesses to accept payments over the Internet.

If your client pays an invoice using the “Pay now” button you will be notified by Billdu. You will receive a push-message in the mobile app and the information will appear in the Notification center on the website as well.

Please note:

The very first payout will take ca 7-10 business days to transfer, which is a necessary holding period for compliance with anti-money laundering regulations. Next payouts take 2 days for US and 7 days for European countries.
A flat fee (e.g. US 2.9%+30¢, UK 1.4%+20p, EU 1.4%+20c) for each successful payment per transaction applies, you may want to check current fees on Stripe’s website.

 

Important note: All payments are handled, managed, approved or declined by Stripe. The first payout is made ca 7 days after the first invoice payment and when your account is linked. Take a look to Stripe’s user guide for more details. There is a flat fee for each card payment – visit Stripe’s website for more information. In case you need help with setting up your Stripe account or more information about a specific payment please contact Stripe support https://support.stripe.com/

PayPal payments

You can use your PayPal account to collect payments from clients. A Pay Now button appears on an invoice and your client can pay you instantly. A client can pay an invoice by card or PayPal.

  • Add your PayPal e-mail address (not your PayPal web account) to Settings – My companies – Payment options – PayPal
  • A Pay Now button will now appear on your invoices. It won’t be not visible in the preview or exported invoices. The button is only visible on sent invoices. It will appear instantly on all online invoices (online links) and also on the PDF file (depending on the Billdu platform and version)
  • When a client opens the invoice on a computer a blue Pay button appears under the Total line.
  • When a client opens the invoice on a mobile device a blue line Pay Now appears on the lower side of the screen
  • Your client can click on the button an proceed with a payment using a debit/credit card or a PayPal account. The transaction itself is handled by PayPal. For more information about PayPal’s fees visit their website

Using more mobile devices or computers

You’re welcome to use your Billdu account on any computer, just log in on the Billdu website with your e-mail and password you’ve used to sign up into the mobile app (or vice versa). All your data will be synchronized. You can manage your account with the mobile app and from the website as well.

You can use Billdu with more mobile devices but the number of available mobile devices depends on your subscription. Check our price list to see how many mobile devices you can use with one Billdu account.

App reinstalation or deletion

All your data is stored on our secured cloud-based server. If you delete the app from your mobile device and log in again with your e-mail and password, your invoices and all other data will show up. Just make sure -before reinstalling an app- to check if all your data and documents are saved on the Billdu website. Visit the Billdu website and make sure all your documents are saved in there. Then you can delete and install it again.

Billdu currently doesn’t support to log out from the app.

Invoice attachments

Create a document and click on the paperclip icon in the upper right corner
Take a picture or select an image from gallery, add Name and Description and press Done
If a message appears to allow Billdu access your device, click OK
Images will be added to your invoice and you can see it in the preview

Add a negative tax (CIS)

Edit the tax rate in Settings – Document settings and enter a negative tax.

Now create an invoice and select the negative tax from the drop-down list.

Add a payment or partial payment (mark as paid)

MOBILE

  • Select an invoice and in the Payment row click on UNPAID > or OVERDUE >
  • A new window with a due amount and today’s date appears
  • You can change the sum, enter another date and a note.
  • Click on Add
  • The invoice’s status changes to PAID or PARTIALLY PAID depending on added sum

WEB

  • In the invoice list click on the due sum or preview an invoice and click on the Add payment button in the upper left corner
  • A new window with a due amount and today’s date appears
  • You can change the sum, enter another date and a note
  • Click on Add
  • The invoice’s status changes to PAID or PARTIALLY PAID depending on added sum
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