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Start in the correct billing scope. Workspace billing covers the agency’s subscription and wallet. Client account billing covers that client’s wallet when rebilling is enabled. Funding one does not fund the other.

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Review workspace billing

  1. Open the workspace’s Settings → Billing.
  2. Review Wallet balance and Auto-pay. Use Add balance to fund usage, Payment methods to manage cards, or Manage billing for the available subscription billing portal.
  3. Inspect transaction history for wallet credits and debits. Open the available transaction detail to review the amount and description; follow a linked activity when that entry provides one.
  4. In Invoices, use View for the hosted invoice or the PDF download control when available. Match the invoice to its subscription, wallet funding or other recorded charge.
  5. Compare the amount, date and payment identity before reporting a duplicate.

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Review client billing

Open the intended client’s account and Settings → Billing. Review that account’s balance, top-ups and ledger. Client usage prices are configured by the agency; they are not the same thing as the agency’s cost. Review the client’s saved prices in Configure rebilling and use the billing guide to interpret usage charges.

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History controls and statuses

In the client ledger, Succeeded means the entry is completed, Pending means it is unresolved, and Failed means it failed. The displayed net total includes only completed entries in the filtered view. A usage debit and a card payment are different records; match the description and identifiers as well as the amount.

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Common questions

Why are there many small amounts? Wallet debits represent usage entries. They are not necessarily separate card charges. Reconcile the wallet ledger against the payment or invoice rather than treating every usage debit as a card transaction. The card was charged but the balance has not changed. Check the existing payment’s state and recovery controls before initiating a new top-up. Keep the payment/transaction identifier for support. An invoice link is missing. The UI only provides view/download links when the invoice includes them. Check the correct account and period; contact the billing administrator if the expected invoice is absent. See workspace funding, client funding, and the billing explanation.