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Use Settings → Billing to start billing recovery in the correct workspace. Protodesk’s Billing page does not contain a built-in invoice table; provider-linked billing records are accessed through the billing provider.

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Find a payment record or invoice

  1. Ask a workspace owner or admin to open Settings → Billing.
  2. If Manage billing is available, select it to open the billing portal.
  3. Find the relevant subscription and billing history. Use the invoice or receipt options offered for that payment.
  4. If you cannot find the required document, contact support@protodesk.io with the workspace name and order or invoice reference, if known.
The provider’s portal supports subscription billing history, but its available controls can vary. See Lemon Squeezy’s customer portal guide. Do not assume that changing a billing address will rewrite an invoice already issued. If you cannot reach the portal from Protodesk, you can also use Lemon Squeezy My Orders for purchases made through that provider. Sign in using the email used at checkout, which may differ from your current Protodesk sign-in address. The provider sends a sign-in link to that mailbox; see its My Orders instructions. If your subscription is billed externally or was arranged directly, ask support for the correct billing record instead of starting a new subscription just to obtain portal access.

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Resolve a payment-failed warning

When Billing shows Payment failed, use Update payment if offered, or Manage billing, to review the payment method with the provider. Then return to Protodesk and refresh the billing state. Updating a payment method is not, by itself, proof that an outstanding payment succeeded. Check the provider’s payment result. If the warning persists or workspace access is restricted, contact support. Do not assume a fixed grace period or guaranteed uninterrupted access while payment is overdue. The page can disable Buy credits while a payment-failed state is shown. Buying credits is not a substitute for resolving the subscription payment.

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Recover from a portal or checkout error

  • No active subscription: check whether this workspace has a provider-linked subscription. Ask support if you already have proof of purchase.
  • Subscription no longer active with the provider: confirm its state before resubscribing. A stale dashboard status is not a reason to create duplicate subscriptions.
  • Billing or a plan is not configured: this requires Protodesk support, not changes to your browser or account password.
  • Charged but the plan has not updated: keep the payment reference, return to the correct workspace, and refresh once. Contact support if the records still disagree rather than paying again.
  • Checkout was interrupted: verify the provider’s payment history before retrying. Do not infer whether you were charged solely from a return-page banner.

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What to send support

Include the workspace name, action attempted, approximate time and timezone, the visible error, and the relevant order or invoice reference. A redacted screenshot can help show conflicting statuses or dates. Never send full card details, card security codes, passwords, API keys, or private billing-portal sign-in links. Explain what billing correction or document you need; refund eligibility and timing must be confirmed for your case, not inferred from cancelling a subscription.