Pay your Invu subscription - account statement, unpaid invoices, payment receipt and suspended account

Applies to the Invu Admin Panel (Billing page) and Invu POS 6.10.6. Labels are shown as they appear with the POS or the panel in English. The Billing page itself shows most of its labels in Spanish even when the panel is in English, so those are quoted in Spanish.

Key points:

• Your Invu invoices, balance due and account statement are in the Admin Panel: tap your user picture (top right) > Billing.
• In Panama you can pay by card there with the Pagar (Pay) button. If you see "Pagos gestionados por contabilidad" (payments handled by accounting), your account pays through the accounting team.
• If you paid by bank transfer or deposit, send the receipt to accounting. The invoice stays Sin pagar (unpaid) until accounting records the payment.
• An account suspended for non-payment is reactivated by the Invu team. Paying does not reactivate it on its own: after paying, let accounting know.

1. Where to see your invoices and balance with Invu

1. Log in to the Admin Panel with an Administrador user or a user with billing permission.
2. Tap your user picture at the top right and choose Billing.
3. Historial de facturas (invoice history) lists each Invu invoice with these columns: #ID, Referencia (reference), Fecha (date), Total, Adeudado (amount still due) and Estado (status): Pagada (paid) or Sin pagar (unpaid).
4. Ver (view) opens the invoice.

If you paid only part of it, the invoice stays Sin pagar and Adeudado shows what is left.

If Billing is missing, or you see "No pudimos cargar tu información de facturación. Verifica tus permisos o contáctanos." (we could not load your billing information), your user lacks permission. Ask your account administrator to check it or to give you access.

"Facturas por pagar" banner: when invoices have a balance, the panel shows "Tienes … facturas pendientes por un total de …" (you have … unpaid invoices totalling …) with the Pagar facturas button. The banner refreshes at most once a day. It only updates right away when you pay by card in the panel.

2. Download the account statement and invoices

• Account statement: in Historial de facturas, tap Descargar estado de cuenta. You get a PDF listing the unpaid invoices and the balance of each. If you owe nothing it says "Esta cuenta no tiene facturas pendientes." Totals are shown separately per currency.
• One invoice: tap Ver, then Download (PDF) or Print. The top shows Paid or Waiting for Payment; the bottom shows total, Paid and Due.
• If you see "No pudimos generar el estado de cuenta. Intenta nuevamente más tarde.", wait a few minutes and try again.

Invu also emails each invoice to your account's registered email address.

3. Pay by card in the panel

Available for accounts in Panama. If you see "Pagos gestionados por contabilidad", there is no Pagar button: go to section 4.

1. In Billing, find the Sin pagar invoice and tap Pagar.
2. In Pagar factura, check the Saldo pendiente (balance). In Monto a pagar (amount) keep the full balance or type part of it.
3. In Método de pago, choose your Tarjeta guardada (saved card) or Usar otra tarjeta (another card) and fill in the card details.
4. If you want Invu to charge future invoices to that card, tick Guardar esta tarjeta para cargos futuros.
5. Tap Pagar. Once the balance is covered, the invoice changes to Pagada.

Possible messages:

• "La factura ya está pagada": it was already charged, for example by the automatic charge. Do not pay again.
• "El monto excede el saldo pendiente": lower the amount.
• "El pago fue rechazado" or another bank message: check the details or use another card.
• "Hay un cobro o una nota de crédito en proceso. Intenta de nuevo en unos minutos.": wait and try again.

Card for automatic charges: in Información de pago, tap Agregar tarjeta (add) or Editar tarjeta (edit). With a saved card, Invu charges unpaid invoices automatically.

4. Pay by bank transfer or deposit and send the receipt

1. Open the invoice with Ver. In Panama, the Terms section has the details for deposits and transfers: Banco General, account holder Pineapple Technologies Corp., with the account number. Always use the details on your invoice.
2. Make the transfer or deposit for the Adeudado amount.
3. Send the receipt to accounting. In Panama, the invoice lists contabilidad@pineappletc.com and +507 201-8490. Include:
   • the business name;
   • the number of the invoice or invoices you are paying (#ID column);
   • the amount, date and bank;
   • a photo or PDF of the receipt.

The invoice also states a $50.00 charge for each returned cheque.

If your account shows "Pagos gestionados por contabilidad", write to support (see "How to contact Invu support - POS chat, WhatsApp, Help Center and following up on your case"): they will put you in touch with accounting for the payment options.

5. An invoice shows "Sin pagar" although you already paid

• You paid by transfer or deposit: the invoice changes to Pagada when accounting records the payment. If some time has passed, resend the receipt with the invoice number.
• You paid only part: it stays Sin pagar; check Adeudado.
• The "Facturas por pagar" banner does not change: it refreshes at most once a day. Check the status in Historial de facturas.
• Your card was charged and the invoice is still unpaid, or you were charged twice: do not pay again. Write to accounting with the date and amount of the charge.

6. Account suspended or blocked for non-payment - the messages

• POS, when logging in: "This account has been banned. Please contact support or accounting for assistance."
• Panel, with a user who is not an Administrador: "Overdue account, please contact the administrator."
• Panel, with an Administrador user: you only get Cuenta suspendida · Pago requerido (the header says "Account Suspended - Payment Required"). There you can see your invoices, download the statement, add a card and pay. The rest of the panel stays closed until the account is reactivated.

The same messages appear if the user's expiry date has passed. On the POS, the message also appears if the user is inactive: see "Users, employees and POS Roles - access, PINs and permissions".

7. How to reactivate a suspended account

1. Log in to the panel with an Administrador user and tap Descargar estado de cuenta to see everything that is due.
2. Pay the unpaid invoices: with Pagar (section 3) or by transfer (section 4).
3. Send the receipt to accounting and ask them to reactivate the account. Paying in the panel records the payment but does not reactivate the account by itself.
4. Reactivation time: [TO CONFIRM: how long reactivation takes after the payment is confirmed].
5. When they confirm, log in again on the POS and the panel.

If you think the suspension is a mistake because you were up to date, write to accounting with your receipts.

When to write to support or accounting

Write if the account is still blocked after paying, if you do not know how to pay from your country, if an invoice looks wrong or if you were overcharged. Send:

• the business name and, if you have several, the branch;
• the invoice number (#ID) and amount;
• the payment receipt;
• a photo of the block message, if there is one.

For support channels, see "How to contact Invu support - POS chat, WhatsApp, Help Center and following up on your case".