Unpaid or incorrect invoice: what to do
A Tiptrans top-up invoice you created by mistake or for the wrong amount doesn't need to be paid or canceled. Leave it unpaid and create a new one. What happens to unpaid invoices and what to do if you already paid.
Leave it unpaid. A top-up invoice that you created by mistake, or for the wrong amount, currency or bank, costs you nothing and doesn't change your balance. You don't have to pay it or ask us to cancel it. If you still want to top up, see below how to get an invoice for the correct amount. For 7 days, a new bank top-up in the same currency only shows you the same unpaid invoice again.
Check the amount first
The amount on a bank-transfer invoice is supposed to differ from the amount you typed:
- It is in the currency of the bank account you chose (EUR, CZK or USD), converted from the US dollars you entered.
- It includes a separate Payment fee line.
If that is the only difference, the invoice is correct. Pay exactly the amount on the invoice.
Create a new invoice
Click Top up next to your balance, enter the correct amount, choose the payment method and click Continue. If you choose a bank account in a currency in which you have no unpaid top-up invoice from the last 7 days, you get a new invoice with its own number, and we email it to you. For the full steps, see How to top up balance.
If you already have an unpaid top-up invoice in the same currency from the last 7 days, you don't get a new one. The page shows the existing invoice again, with its old amount and number, whatever amount you entered. Two of the bank accounts are in EUR, so switching between them gives you the same invoice. To top up a different amount:
- Pay the existing invoice exactly as printed. Your balance grows by the top-up amount on the invoice, and once the payment is credited you can create a new invoice.
- Choose a bank account in another currency in which you have no unpaid top-up invoice from the last 7 days.
- Wait until the old invoice is more than 7 days old, then create a new one.
- Contact us with your customer ID and the invoice number.
Pay the new invoice with its exact amount and its own invoice number as the reference. A payment is matched to the invoice whose number is in the reference.
An unfinished PayPal, card or Bitcoin payment doesn't create an invoice at all, so there is nothing to cancel. Start a new top-up.
What happens to the unpaid invoice
- Nothing is charged. Your balance changes only when a payment is credited.
- Nothing happens when the due date printed on it passes. We don't send reminders for top-up invoices.
- It isn't listed in Finance, which shows only payments and charges. You still have it in the email Your Tiptrans invoice is ready.
- You can't delete it, and support doesn't need to. We delete unpaid invoices automatically after three years.
If you have already paid
- You paid the wrong invoice, exactly as printed: it is credited as normal, and your balance grows by the top-up amount on that invoice. You can use the extra balance later or ask for it back. See Can I get my balance refunded?
- You paid both invoices, each exactly as printed: both are credited.
- Your payment doesn't match any invoice, for example the old invoice number with the new amount: it can't be matched automatically. See Payment failed or not credited: what to do.
Other invoice problems
- Negative balance: top up to cover it within 7 days. See Free storage and storage fees explained.
- Finding or downloading an invoice again: see Where to find invoices and transaction history.
- A charge you think is wrong: contact us within 30 days of the transaction, with your customer ID and the invoice number. After 30 days, transactions are considered final.