Disputed or incorrect invoice — what to do

Billing mistakes are rare, but when a number looks wrong, you want it sorted quickly. Here's the fastest path from "this doesn't look right" to a corrected record.

First, a two-minute self-check

Many "wrong" invoices turn out to be one of these:

1. A discount you expected isn't missing — it's a line item. Discounts appear as their own negative line labeled Discount with the code, and the total already reflects them. Open the invoice with View or download the PDF and check the line items before comparing totals.
2. Prepaid credit was applied before billing. If your account carries credit, it's used automatically and only the remainder is invoiced — so an invoice can legitimately be smaller than the service price. The green Prepaid credit pill on your Billing tab shows your balance.
3. Tax is its own line. A total slightly above the service price usually means a labeled tax line — check the invoice detail.
4. It's a quote, not an invoice. A quote status pill means nothing is owed yet — it's a proposal awaiting your acceptance. See Quotes vs invoices.
5. The campaign attribution. Multi-campaign organizations sometimes read the right invoice against the wrong campaign — the campaign name is shown right under the invoice number.

Don't pay a charge you believe is wrong — raise it

There's no dispute button in the portal, and you don't need one: invoice questions are handled directly with our team, person to person.

• Open a support ticket. Choose Help & Support from your account menu, create a ticket, and pick the Billing category — a ticket is tied to your account and tracked, so nothing gets lost.
• Or reply to the invoice email. Replies reach our billing team too — just include the invoice number and your organization name, since email replies aren't attached to your account automatically.

Include three things and you'll get the fastest resolution:

1. The invoice number (like PLX-2026-000042)
2. Which line item or amount looks wrong
3. What you expected instead — a rate you agreed with our team, a service that wasn't delivered, a duplicate, and so on

Tip: For an automatically billed invoice, contact us before the charge runs if you can. For a pay-by-link invoice, simply don't pay it while we investigate — reminder emails even say to reply if something looks wrong.

How corrections are made

Once our team confirms an error, the fix depends on the invoice's state:

• Not yet paid — the invoice is voided and, if anything is genuinely owed, a corrected invoice is issued in its place. A voided invoice shows the void status in your history and requires no payment; it stays visible for your records.
• Already paid — the incorrect portion is refunded to your payment method. Partial refunds are recorded against the invoice, which stays marked paid for the portion you correctly owed; a full refund shows as void. Alternatively, our team can issue an account credit that automatically reduces your next charge — whichever you prefer.

Every correction leaves a clean paper trail: the original document, the void or refund record, and any reissued invoice each keep their own number.

While a question is open

Asking about an invoice never breaks anything — your services aren't affected by a good-faith billing question that's being worked. If an invoice was on automatic collection and the amount is disputed, mention that in your message so the team can pause collection while investigating.

After it's resolved

Check your Invoice history: you should see the corrected state (a void, an updated paid record with the refund noted, or a fresh corrected invoice). Download the new PDF for your books — it reflects the final, accurate record.