This article covers some of the most common invoicing issues and how to resolve them. If something doesn’t look right on an invoice, use the sections below to help identify and fix the problem.
“Nothing to Invoice” Message Appears
If you see a Nothing to invoice message, this usually means there’s missing information for the invoicing period.
To check:
Make sure the child’s attendance schedule has dates entered for the invoicing period
Settings → Finances → Fundamentals → SchedulesSelected dates should appear in purple
Add any missing dates and re-run the invoice
Check that the child’s sessions or products are available and have prices set
Settings → Finances → Pricing → Pricing structure
Sessions Are Missing From an Invoice
If sessions are missing from an invoice, there may be absences or settings affecting how sessions are charged.
To check:
Look for illness, closures, bank holidays, or training days
Child profile → Past leaveCheck whether sessions or products are set to charge on closure, training, or bank holiday days
Settings → Finances → Pricing → Pricing structure → open the sessionConfirm the child’s attendance schedule includes dates for the invoicing period
Settings → Finances → Fundamentals → Schedules
Invoice Is Only Sent to One Sibling
Invoices are sent to bill payers, not individual children.
To check:
Open the bill payer profile and confirm both siblings appear as icons in the top-right corner
If one sibling is missing, the bill payer may have been duplicated
To fix this:
Remove the bill payer from one child
Re-add them using the Suggested bill payer option
Funding Amount Is Incorrect
If the funded amount doesn’t look right, check the child’s funding setup.
To check:
Confirm a funding grant is attached to the child
Child profile → Booking tab → Plan → Public fundingMake sure funding hours aren’t exceeding the daily limit
Only 10 funded hours per day can be applied, in line with government regulations
Check that all sessions are eligible for funding
Settings → Finances → Pricing → Pricing structure → open a sessionConfirm the invoicing profile allows all funding grants
Settings → Finances → Fundamentals → Invoicing profiles → open a profile
Revenue Report Shows the Wrong Council Total
If your council total appears too high, it’s likely due to overlapping funding grant rates.
To check:
Make sure an end date has been added to any previous funding grant rate period
Settings → Finances → Fundamentals → Funding grantsReview grant rate periods and confirm they don’t overlap
Holidays Are Being Charged For
If families are being charged during holidays, review your pricing and closure settings.
To check:
Confirm sessions aren’t set to charge on holiday days
Settings → Finances → Pricing → Pricing structure → open sessionsCheck that closure days are set up correctly
Settings → General → Closure daysMake sure each closure is marked with the correct type
Ad Hoc Bookings Appear in the Wrong Month
When ad hoc bookings are added across multiple months in one go, they’re grouped into the next invoice that’s raised.
To avoid this:
Add ad hoc bookings one month at a time
Child profile → PurchasesEnter a date for one month
Add ad hocs
Click Save and Close
Repeat for the next month
Ad Hoc Options Are Missing in Purchases
If sessions or products aren’t available as ad hocs, pricing may be missing.
To check:
Confirm ad hoc prices are entered
Settings → Finances → Pricing → Pricing structure → open a session or productMake sure sessions or products are assigned to the correct pricing groups
Sending Invoices With Future Dates
Invoices are linked to the bill payer, not individual children. This means charges across multiple children are grouped together on the same invoice.
Best practice:
Send invoices for the current billing period, even if they include charges for a future start date
This ensures all relevant items for siblings are invoiced together
Matching Payments to Invoices
If you’re logging payments manually, timing is important.
To avoid balance issues:
Always send the invoice before or at the same time as logging a manual payment
Otherwise, the payment may not match correctly with the invoice and affect the bill payer's balance
Identical Plans Have Different Invoice Totals
If two children have identical-looking plans but different invoice totals, check the following:
Plan start or end dates
Even small differences can affect the total for a month
Pricing bands
Children in different bands may have different rates
Funding
Children may have different funding grants or allowances applied
Annualised Invoices Show a Different Monthly Amount
If annualised invoices change unexpectedly, this is often due to pricing updates.
To check:
Whether a price change was made earlier in the year
Whether existing plans were bulk updated after the change
Please note:
Creating a new plan will always use current prices
Older plans will continue using previous prices unless they’re updated