Don't see your question answered here? Visit our Help Desk and submit a ticket.

Why is a Billing Premium not included on an Invoice? 

AlayaCareAlex Administrator admin

Check out this short video:

For a detailed written breakdown, see below:

The most common scenario is that the Client was not in Active status while the Billing Premium was effective. 

To check this, go to the Client’s profile > Overview > Status History and note the dates during which the Client’s “Active” or “On Hold” Statuses were effective. 

Then, go to the Client’s profile’s Accounting tab > Billing Premiums > note the Start/End Dates of the missed Billing Premium. The Premium is not accounted for days when the Client’s status is other than Active (and On Hold, if the Premium has ‘Billable when client on hold’ checked) 

For more information, see this Zendesk article: How do I add/edit/disable/delete Billing Premiums for a Client? 

💡 Support Tip: You can troubleshoot the issues explored in this post in your staging environment


If issue is not resolved after going through the steps in this guide, please search through Zendesk articles or have your super user submit a Zendesk ticket.

For a full list of FAQs related to Billing, check out this post.


Help us improve! Was this FAQ helpful?

Why is a Billing Premium not included on an Invoice?  0 votes