"The account has no invoice in Failed Billing" after login screen
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19-05-2021 3:44 PM
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Hi PlusNet Support (tech and billing)
I have been receiving the following error immediately following the login screen when trying to access my account:
"The account has no invoice in Failed Billing".
I am then unable to navigate around my account features (billing, etc.) in the Members Centre. This has been happening for several years now and I've mentioned it several times with my dealings with you.
I know I have no outstanding invoices and everything has been paid on time, all of which was confirmed when I last spoke with you over the phone. I also raised this issue with you over the phone at the time - several weeks ago - and was assured that an incident/ticket etc. would be raised and that this would be confirmed with 48 hours with some kind of response, even if just a status update. Still no response to date.
Please advise on the status!
Regards
Fixed! Go to the fix.
Re: "The account has no invoice in Failed Billing" after login screen
19-05-2021 3:46 PM
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P.S. To date, a ticket/incident/issue number or link has not been issued to me.
19-05-2021 5:00 PM
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Hi @SteveH72,
I'm really sorry to hear that you've been affected by this issue. I've asked a colleague to try making a change on the account, which will hopefully resolve the issue. It may take a few minutes to take affect, but please try again this afternoon/evening and let us know if there's any difference.
Re: "The account has no invoice in Failed Billing" after login screen
19-05-2021 7:09 PM
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Thanks! All sorted, finally. I can now fully log in and navigate around the various features of my account.
Re: "The account has no invoice in Failed Billing" after login screen
20-05-2021 11:10 AM
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Re: "The account has no invoice in Failed Billing" after login screen
28-05-2021 3:14 PM
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Re: "The account has no invoice in Failed Billing" after login screen
28-05-2021 3:39 PM
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Hi @sjre2014
Thank you for reaching out, I've also now passed your account details onto a colleague, we should have this issue resolved for you within the next day or two. Feel free to give us a shout if you require any further assistance at all.
Re: "The account has no invoice in Failed Billing" after login screen
19-09-2021 12:39 PM
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I am I also seeing the same message when logging in.
Re: "The account has no invoice in Failed Billing" after login screen
19-09-2021 12:55 PM
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Same applies to you as well @Sean6
It's just our system being a little slow to update your latest payment onto the account. This won't affect your services and should resolve itself in a day or two.
Re: "The account has no invoice in Failed Billing" after login screen
19-09-2021 2:22 PM
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I'm afraid that this has been an ongoing problem for the last couple of months.
Re: "The account has no invoice in Failed Billing" after login screen
19-09-2021 2:50 PM
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Ah fair enough @Sean6
Yeah I can see the Failed Billing flag on there, but looking through the account ledger it looks like bills and payments are being processed correctly - it's just the flag that's stuck.
When raising this with our Billing Operations Team last week, I was advised that there's little that can be done, and that it will not affect your services at all.
Re: "The account has no invoice in Failed Billing" after login screen
19-09-2021 3:07 PM
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This flag appears every time I click on almost any tab on my account (Including 'manage account') effectively resulting in me being unable to change my password or change/update my payment method. Based upon this, I'm afraid I'm going to have to disagree with you when you say that this has not affected my service at all, as it has effectively locked me out of being able to make any changes to my account and my broadband package. I am also sceptical about your billing teams assertion that there is little that can be done about it. If however it is truly is the case that this issue can't be resolved, than perhaps It is time for me to shop around for a new broadband provider, one whose online services actually function correctly.
Re: "The account has no invoice in Failed Billing" after login screen
19-09-2021 3:51 PM
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Thanks for your time on the phone @Sean6
As discussed, I believe the payment method on the account needs to be updated in order to get this resolved. Feel free to give us a call on 0800 432 0200 to get this sorted.
Re: "The account has no invoice in Failed Billing" after login screen
20-09-2021 11:00 AM
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We've fixed the issue now by removing the failed payment flag through 'disabling and re-enabling' your account.
Basically one of our systems showed your account in failed payment but there was no outstanding bill in our billing engine.
Hence the "no invoice in failed billing" error message. Really sorry for the inconvenience this has caused.
Re: "The account has no invoice in Failed Billing" after login screen
20-09-2021 11:57 AM
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Thanks for your help Anoush, I'm glad this issue has been resolved.
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