Before you start
- The invoice already exists in Zentive.
- A payment was attempted or you expected the invoice status to change.
What this usually means
An invoice that still looks open usually means the payment failed, the payment has not posted yet, or the invoice status is waiting on Stripe or another sync to finish.
Fastest fix first
- 1
Refresh the invoice once and check the latest payment activity
If the payment just happened, give it a moment and reload the invoice. Some status updates take a short time to catch up.
- 2
Check whether the payment actually succeeded
Review the payment record, confirmation, or Stripe result instead of assuming the invoice should be marked paid. A failed or interrupted payment will leave the invoice open.
- 3
Confirm the payment was tied to the correct invoice
If the customer paid but the invoice still looks open, make sure the payment was applied to this invoice and not a different balance or duplicate invoice.
Other likely causes
A Stripe issue, a delayed sync, a manually recorded payment on the wrong invoice, or a customer retrying a failed payment can all make the invoice status look confusing.
How to confirm it is fixed
Reopen the invoice, check the balance due, and confirm the payment is listed in the invoice history or payment activity for that exact invoice.
What to send support if it still fails
Send the invoice number, payment date, amount, and any payment confirmation or error message so support can trace the status faster.
Was this helpful?
Contact Zentive support
Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.