Troubleshoot billing and payment notifications

Before you begin

You need billing access to inspect invoices or payment methods. If Billing is missing, ask a team member who manages roles to confirm that your account should have billing permission.

An invoice or Stripe link is missing

Open Settings, Billing, and confirm the billing month. If the page says No invoices found., your organization may use individual charges instead of consolidated invoices, or an invoice may not have been issued for that period.

When View on Stripe is Unavailable, try the CSV or PDF download for the recorded billing details. A draft or replaced invoice may not have an active hosted link.

A card cannot be added or removed

Check the card number, expiration date, security code, and Zip code, then submit again. To replace the only saved card, add the new card and choose Set as active card before deleting the old one.

If deletion reports an error, refresh the Billing page. If the card no longer appears, the deletion completed. If it remains, confirm another card is Active and try again.

Billing emails are missing or unexpected

Open Settings, Notifications and review Invoices and Rate increases, then select Save changes. These options appear only for people who can view billing and apply separately to each team member.

Organizations using individual charges may receive a receipt for each successful charge. Organizations using consolidated invoices receive invoice-related messages instead. Some account and payment-action emails are not controlled by the notification checkboxes.

For an amount dispute, duplicate receipt, or payment failure you cannot resolve in the portal, contact support@motivohealth.com with the organization name, billing period, and the relevant invoice or receipt.