--- title: A customer has paid an invoice but it still shows as open description: Find out why an invoice can still show as Open after your customer has paid, and what to send our team so the payment is matched to it. --- [Skip to content](https://help.eola.co/a-customer-has-paid-an-invoice-but-it-still-shows-as-open#main-content) English Show submenu for translations ![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web.png?width=109&height=40&name=eola-logo-web.png) Open main navigation Close main navigation - English Show submenu for translations - [Contact us](mailto:help@eola.co) [Contact us](mailto:help@eola.co) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.eola.co/?hsLang=en) 2. [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en) 3. [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) # A customer has paid an invoice but it still shows as open ## Find out why an invoice can still show as Open after your customer has paid, and what to send our team so the payment is matched to it. If a customer tells you they've paid an invoice but it still shows as Open in Reports -\> Invoices, there's usually a straightforward reason, and our team can get the payment matched for you. Customers can pay an eola invoice online by card or by UK bank transfer. Here are the most likely reasons an invoice hasn't updated. **The bank transfer was made without the invoice reference** When a customer pays by bank transfer without the invoice reference, Stripe, eola's payment provider, may not be able to link the money to the right invoice. It holds the payment against the customer's balance instead, so the invoice stays Open even though the money has arrived. Ask the customer to use the reference shown on their invoice whenever they pay by bank transfer. **The payment hasn't arrived yet** Bank transfers can take a little time to come through. If the customer paid very recently, check the invoice again a little later. **The customer paid you another way** If the customer paid into your own bank account or in person, the payment won't show against the invoice in eola. Search for the customer, open the booking and select Manage, where you can mark it as paid. **What should I check?** 1. Go to Reports -\> Invoices, select Filter, tick 'Open' and click Apply to find the invoice 2. Ask the customer for the date they paid, the amount and the reference they used, or a copy of their remittance advice 3. Check whether the reference matches the invoice 4. Check whether the customer paid into your own account rather than through the invoice **What to do next** Send the invoice number, the customer's name, and the payment date, amount and reference to [**help@eola.co**](mailto:help@eola.co). Our team will find the payment and match it to the invoice, and it will then show as Paid. **Good to know** - Invoices can't be edited once they're raised. To make changes, open the booking and select Manage, where you can cancel it, mark it as paid or add a charge - An invoice is raised from a booking, so you'll need a booking rather than a calendar note - Invoice payments appear in your payouts alongside your other bookings **Helpful tips:** - Ask customers to quote the invoice reference when they pay by bank transfer - Filter by Open each week to see which invoices are still outstanding - Set a due date that gives the customer enough time to pay before the session **Related guides** - [Send an invoice](https://help.eola.co/send-an-invoice?hsLang=en) - [Understand the Invoices report](https://help.eola.co/understand-the-invoices-report?hsLang=en) - [Set up invoicing](https://help.eola.co/set-up-invoicing?hsLang=en) - [Getting started](https://help.eola.co/getting-started?hsLang=en) - [Activities & products](https://help.eola.co/activities-products?hsLang=en#main-content) - [Activities](https://help.eola.co/activities-products?hsLang=en#activities) - [Access & approvals](https://help.eola.co/activities-products?hsLang=en#access-approvals) - [Pricing & extras](https://help.eola.co/activities-products?hsLang=en#pricing-extras) - [Rentals](https://help.eola.co/activities-products?hsLang=en#rentals) - [Accommodation](https://help.eola.co/activities-products?hsLang=en#accommodation) - [Store items](https://help.eola.co/activities-products?hsLang=en#store-items) - [Resources](https://help.eola.co/activities-products?hsLang=en#resources) - [Bookings & availability](https://help.eola.co/bookings-availability?hsLang=en#main-content) - [Your calendar](https://help.eola.co/bookings-availability?hsLang=en#your-calendar) - [Manage bookings](https://help.eola.co/bookings-availability?hsLang=en#manage-bookings) - [Check-in](https://help.eola.co/bookings-availability?hsLang=en#check-in) - [Payments & payouts](https://help.eola.co/payments-payouts?hsLang=en#main-content) - [Card readers](https://help.eola.co/payments-payouts?hsLang=en#card-readers) - [Invoices](https://help.eola.co/payments-payouts?hsLang=en#invoices) - [Payouts & fees](https://help.eola.co/payments-payouts?hsLang=en#payouts-fees) - [Memberships](https://help.eola.co/memberships?hsLang=en#main-content) - [Set up memberships](https://help.eola.co/memberships?hsLang=en#set-up-memberships) - [Manage your members](https://help.eola.co/memberships?hsLang=en#manage-your-members) - [Vouchers, passes & discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#main-content) - [Credit vouchers](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#credit-vouchers) - [Activity vouchers](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#activity-vouchers) - [Class passes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#class-passes) - [Discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#discount-codes) - [Your widget](https://help.eola.co/your-widget?hsLang=en) - [Marketing](https://help.eola.co/marketing?hsLang=en) - [eola Marketplace](https://help.eola.co/eola-marketplace?hsLang=en) - [Reporting](https://help.eola.co/reporting?hsLang=en#main-content) - [Using your reports](https://help.eola.co/reporting?hsLang=en#using-your-reports) - [Payouts & sales](https://help.eola.co/reporting?hsLang=en#payouts-sales) - [Bookings & customers](https://help.eola.co/reporting?hsLang=en#bookings-customers) - [Memberships](https://help.eola.co/reporting?hsLang=en#memberships) - [Integrations](https://help.eola.co/integrations?hsLang=en) - [Your customers](https://help.eola.co/your-customers?hsLang=en#main-content) - [Customer accounts](https://help.eola.co/your-customers?hsLang=en#customer-accounts) - [Customer emails & participants](https://help.eola.co/your-customers?hsLang=en#customer-emails-participants) - [Account & settings](https://help.eola.co/account-settings?hsLang=en#main-content) - [Team & permissions](https://help.eola.co/account-settings?hsLang=en#team-permissions) - [Your policies](https://help.eola.co/account-settings?hsLang=en#your-policies) - [Leaving eola](https://help.eola.co/account-settings?hsLang=en#leaving-eola) - [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en#main-content) - [I am having a problem](https://help.eola.co/troubleshooting?hsLang=en#i-am-having-a-problem) - [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) [![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web-1.png?width=87&height=32&name=eola-logo-web-1.png "eola")](https://help.eola.co/?hsLang=en) [mailto:help@eola.co](mailto:help@eola.co) Copyright © 2026, eola