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Invoices and billing history

Retrievy hands every invoice, receipt, and tax detail off to the Stripe Customer Portal. This page covers where to open it, what you can do there, and how to respond when a charge fails or a chargeback lands.

Before you start​

  • You need to be the workspace owner. The Billing link in the workspace menu and the Stripe Portal button are owner-only.
  • A Stripe customer record needs to exist for your workspace. That happens the first time you start a checkout, even if you didn't finish paying. The Stripe Portal button appears in the page header from that moment on.

Where to find your invoices​

Retrievy does not list past invoices inside the app. The header strip on Subscription Management shows only the most recent charge: Last paid $X on <date> and Next bill <date>. The full history lives in the Stripe Customer Portal.

  1. Open Billing in the workspace menu. The H1 reads Subscription Management.
  2. Click Stripe Portal in the top-right of the page header. The portal opens in a new tab on Stripe's hosted domain, still tied to your Retrievy workspace.
  3. Scroll to the Invoice history section. Every invoice Stripe has issued for your workspace is listed there, oldest at the bottom.
Why the portal and not Retrievy

The Customer Portal is the system of record for payments. Stripe is the one charging your card, computing tax, and issuing the PDF. Retrievy mirrors enough state to gate access (the Active / Past Due / Unpaid / Disputed badge on the billing page), but the invoice PDFs themselves only live on Stripe's side.

Downloading an invoice​

  1. In the Customer Portal, find the row for the invoice you want.
  2. Click the row to expand it. The expanded view shows line items, the subtotal, any tax, the total, and the payment method used.
  3. Click Download invoice for the formal invoice PDF, or Download receipt for the receipt PDF.

The PDF carries your workspace name, billing address, and any tax ID you have configured on the Customer information screen of the portal. It also lists the Stripe invoice number, which is the reference our support team uses when you write to [email protected].

Receipt vs invoice​

These are two different documents and they cover different needs:

  • Invoice. Issued when the charge is created, before payment clears. Lists the amount due, due date, line items, and any tax. Use this for accounts-payable workflows that need an invoice on file before a payment is released.
  • Receipt. Issued after the charge succeeds. Confirms what was paid and on which card. Use this for expense reports and tax filings.

A typical Retrievy invoice has one or two line items:

  • One line for your recurring plan price. For a flat plan that's Essentials or Advanced. For Build Your Own that's two metered lines, one for data sources and one for seats, each at the unit price for the bracket you fall into.
  • An additional proration line when a plan switch or a Build Your Own resize lands mid-cycle. Stripe labels these Unused time on <old item> (credit) and Remaining time on <new item> (charge). They net out to the prorated figure shown in the Confirm Plan Switch or Confirm Plan Resize modal in Retrievy.
  • A tax line below the subtotal when Stripe Tax computes a charge for your billing address. If you don't see a tax line, none applies in your jurisdiction or your tax ID is on file.

Updating billing details​

Everything that affects what appears on the invoice (billing email, billing address, tax ID, payment method) is changed in the Customer Portal.

  1. Open the Stripe Portal from the Subscription Management header.
  2. Click Update information (or the pencil icon next to Billing information).
  3. Edit any of:
    • Email. This is the address Stripe sends invoices and receipts to. It is separate from the email you sign in to Retrievy with. Update it when your finance team owns billing but engineering owns the workspace.
    • Billing address. Drives the address printed on the invoice and the tax Stripe computes.
    • Tax ID. Required in some jurisdictions to remove VAT or GST from the invoice. Add it before your next billing cycle so the next invoice reflects it.
    • Payment method. Click Add payment method to save a new card, then Make default to switch which one is charged on the next cycle. Old cards stay on file until you remove them.
  4. Click Save. The change is live immediately. The next invoice Stripe issues will use the updated details.
Plan changes do not happen in the portal

The Customer Portal is locked down so you can update payment methods, change billing details, download invoices, and cancel. It cannot switch your plan or resize a Build Your Own subscription. Those happen in Retrievy on the Subscription Management page so the prorated preview and quota enforcement run through one path. See Manage your subscription.

Failed payment recovery​

When Stripe cannot charge your saved card, the Subscription Management page surfaces a red Payment failed banner and the state badge in the hero flips to Past Due. Scans pause; reads keep working; you have seven days to recover before the workspace tightens further.

To recover:

  1. On the billing page, click Fix payment in the red banner. The button opens the Stripe Portal directly.
  2. In the portal, add a new card or update the existing one. Click Save.
  3. Wait for Stripe to retry the charge. Retries happen on Stripe's dunning schedule, typically within minutes of a payment-method update. You don't need to manually trigger anything.
  4. Once a retry succeeds, the badge in the Retrievy hero flips back to Active, scans resume, and you receive a Welcome back, your Retrievy payment went through email.

If Stripe exhausts its retry schedule, the state moves from Past Due to Unpaid. New sign-ins are blocked at that point. The recovery path is the same (update the card in the portal) but you may need to email [email protected] to confirm everything came back online cleanly.

If the latest invoice itself never cleared (Stripe-side status is open, draft, or uncollectible), the billing page shows a separate Payment incomplete on your latest invoice banner with its own Fix payment button. Same flow, but the focus is one specific invoice rather than the whole subscription.

Disputes​

If you (or your bank) open a chargeback on a Retrievy charge, Stripe records it as a dispute. Retrievy treats this as the hardest billing state in the product:

  • The state badge in the hero flips to Disputed.
  • Sign-in is blocked immediately. There is no grace window.
  • Reads, scans, exports, and writes are all locked.

The only paths out are:

  • The dispute resolves in your favour. Stripe's webhook restores access automatically. The badge flips back to Active and the workspace unlocks within a minute of the webhook landing.
  • You contact support. Email [email protected] from the address tied to the workspace owner. The team can help reconcile a disputed charge that was opened in error and walk you through closing it without losing access.

If you opened the dispute by mistake, contact your bank to withdraw it first. The Stripe-side resolution flows from there.

Receipts via email​

You don't have to log in to download a receipt. Every successful charge triggers a receipt email from Stripe to the billing email on file. The subject reads something like Your receipt from Retrievy [#XXXX-XXXX] and the PDF is attached.

If receipts are not arriving:

  • Check the spam folder. Receipts come from a Stripe-owned domain, not from retrievy.com.
  • Confirm the billing email on the Customer information screen of the portal. It is independent from the email you sign in with.
  • For finance teams who need every receipt routed to a shared inbox, set the billing email to that inbox. The sign-in email stays separate.

How this affects your Retrievy Index​

Invoices do not change the Retrievy Index score directly. Downloading a PDF, updating a billing address, or adding a tax ID has no effect on findings or posture.

What does affect the score indirectly is the payment state the invoice flow drives:

  • Past Due, Unpaid, and Disputed all pause scheduled scans. The score stays frozen at its last value while the workspace cannot ingest new findings. The longer you stay paused, the staler the score becomes against the live environment.
  • A successful payment flips the workspace back to Active, scans resume on the regular cadence, and the score starts moving again on the next scan window.

The full scoring rules are in the scoring rules catalog. The math is in the Retrievy Index overview.

Troubleshooting​

Symptom: The Stripe Portal button is missing from the billing page header.

  • Fix: No Stripe customer record exists yet for the workspace. Start a checkout (you can cancel before paying); the button appears once the record is created. If it stays missing after that, email [email protected].

Symptom: The portal opens but the Invoice history section is empty.

  • Fix: Your workspace has not been charged yet. New workspaces on a Stripe trial generate their first invoice when the trial converts to paid. Check back after the first paid cycle.

Symptom: The invoice PDF shows a different address than the one I updated yesterday.

  • Fix: Invoice content is locked at the moment Stripe finalises the charge. The new address applies to invoices issued from that point on, not retroactively. If you need a corrected past invoice, email [email protected] with the invoice number.

Symptom: The receipt email never arrived.

  • Fix: Check the billing email on the Customer information screen of the portal. If it's correct, check the spam folder and your inbox's quarantine rules for Stripe-owned domains. You can always download the receipt from the portal directly.

Symptom: I added a tax ID but the next invoice still includes VAT.

  • Fix: The tax ID has to be validated by Stripe before it removes tax. Validation can take a few minutes for some jurisdictions. If the tax ID is still on the invoice after the next cycle, the format may not match the country requirement. Re-enter it carefully and contact support if it persists.

Symptom: Stripe charged me but Retrievy still shows Past Due.

  • Fix: The invoice.paid webhook can land a few seconds after the charge clears. If the badge does not flip within a minute, an amber Records out of sync with Stripe banner appears with a Resync now button. Click it to pull live state from Stripe.

Symptom: The Subscription Management page shows Payment incomplete on your latest invoice but my subscription is still active.

  • Fix: A previous resize or plan change billed an invoice that never finished collecting. Open the Stripe Portal, find the open invoice, and pay it from there. Once it settles, the banner clears on its own.

Symptom: I see a Disputed badge but I never opened a chargeback.

  • Fix: Most commonly your bank flagged the charge as suspicious and opened the dispute on your behalf. Contact your bank first to withdraw it, then email [email protected] so we can help unblock the workspace once Stripe records the resolution.