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Troubleshooting Missing Invoice Emails

This guide outlines the steps to take when your customers report not receiving their invoice emails or notifications.

1. Subscriber Profile Check

Access Subscriber List: Navigate to the Subscribers icon on the left sidebar.
Locate the Customer: Use the search function or scroll through the list to find the customer.

2. Check Customer Profile

Scroll through their profile, looking for any obvious errors in their email address or contact information.

3. View the Logs

Click on the “Logs” tab and select the “Message” tab. This section displays details about previously sent emails.

4. Email Log Investigation

Find the Email: Locate the invoice email in question by searching for the date it was sent or other relevant details.

5. Inspect for Errors

Click on the email to view its details. Look for any error messages or bounce-backs from the server. These messages usually indicate why the email wasn’t delivered.
- Server-Side Errors: If the issue originated from the Visp server, an error message on the log will likely mention this.

Mail Delivery Settings

6. Access Mail Delivery

Click on the nine-dot menu (app launcher) in the upper right corner.
Select the “CRM” tab.
Choose “Mail Delivery.”

7. Verify SPF Records

If you’re using the Visp mail server, ensure your SPF (Sender Policy Framework) records are correctly configured. SPF records authorize your domain to send emails through the Visp server, helping prevent your emails from being flagged as spam.

Update SPF Records: If your SPF records are missing or incorrect, update them in your domain’s DNS settings. This usually involves adding a TXT record that includes the Visp server as a permitted sender.
“ include: spf.visp.net “

Further Troubleshooting

8. If the issue persists after checking SPF records, try these options:

Alternative Email Address: Request the customer to provide a different email address for testing purposes. Send a test invoice to the new address to see if it’s delivered successfully.
Use Remote Mail Server: In the Mail Delivery settings, toggle the “Use Remote Mail Server” option. This allows you to use your own domain’s mail server instead of the Visp.net mail server. If the issue is resolved, it suggests a problem with the Visp mail server or its configuration. If the problem continues, it indicates an issue with the customer’s email provider.

💡Consider Twilio for Text Message Notifications

Access Messaging Service:

Click on the ninte-dot menu (app launcher).

Go to the “CRM” tab.

Select “Messaging Service.”

Set up Twilio: Twilio is a service that allows you to send text message notifications. While setting it up might be slightly more complex, text messages are generally more reliable for reaching customers, especially during outages that affect email.

💡 Important Notes:

If the problem persists after trying these steps, our Visp Client success team and your customer’s mail service provider may need to investigate further.

Always keep your customer informed throughout the troubleshooting process.

For complex issues, don’t hesitate to contact your Visp Client Success team for assistance.

💡 For more information about this and all other features in Visp, reach out to your Visp Client Success Team today.
Phone: 541-955-6900

Email: success@visp.net

Open a ticket via www.visp.net/ticket

Add Prospects or Subscribers

Add a new subscriber or prospect in Visp by filling out the required fields, completing billing details, and clicking “Add.” Optionally, auto-generate the username and password.

How to Update Customer Service and Billing Contact / Address Information

Update contact details in Visp by editing the customer profile, adjusting necessary fields, and saving changes. Add separate billing information if required

How to Set up a Parent Account with Linked Child or Sub-Accounts?

Set up parent-child accounts in Visp to manage multiple accounts and consolidate billing. Use the “bill all to another” feature to streamline payments.

Allow Customers to Create Their Passwords

When a new user is added to VISP, a password reset link is sent to their email for account setup. If the email is missing, a system-generated or manually created password is used.

Deleting a Subscriber

To delete a subscriber in VISP, select the subscriber, click the three dots, and choose “Archive.” To restore an archived subscriber, search in the Archive column, and select “Unarchive.”

(Workflow) Archive Subscribers

To archive a subscriber in VISP, ensure no outstanding balances, collect any equipment, and deactivate services before selecting “Archive.”

Options When a Customer is Archived

When archiving a customer in VISP, options include removing packages, writing off bad debt, and deleting saved card information after 90 days.

Subscriber Payment Workflow

Process one-time payments, save or add payment methods, and set up autopay and automatic retry options in VISP.

Workflow: Receive Check and Cash Payments in Visp

Process cash or check payments in VISP by selecting the payment method, entering details, and posting the payment for accurate financial records.

Process NACHA Payments

Activate NACHA in VISP for secure eCheck payments by configuring settings, setting NACHA as default, and processing payments while managing reports, refunds, and reversals.

Add a Package to a Prospect or Subscriber

Add a package to a prospect or subscriber in VISP by selecting a package, setting the billing date, activating the service, verifying devices, adding charges to invoices, and sending the invoice via email.

Enable and Configure Subscriber Alerts

Enable and configure subscriber alerts in VISP by adding alerts, customizing settings, choosing icons, entering messages, and setting navigation links to enhance team communication and streamline workflows.

Attach Files to Emails

Attach files to emails in VISP by using the paper clip icon in the email editor for mass emails or by clicking an email address in a subscriber’s profile.

Filters

Manage and customize subscriber lists in VISP by adding or editing filters through the search field to streamline operations and group subscribers based on specific criteria.

Add a New Filter

To add a new filter in VISP, access your Subscriber list, click the search bar, choose “New Filter,” set the data source, operator, and criteria, then save or email the filtered subscribers.

Create and Customize a Filter

Attach files to emails in VISP by using the paper clip icon in the email editor for mass emails or by clicking an email address in a subscriber’s profile.

Automate the Reactivation of Hibernated Packages

To automate reactivation of hibernated packages in VISP, enable auto-reactivation, set a reactivation date using the date picker, and save changes.

Workflow: Cancellation Surveys

Enable cancellation surveys in CRM, archive the subscriber with a reason, and view archived accounts in the Archived table.

Upgrade Subscriber Service or Package

To upgrade a subscriber’s package, add a new package, move active services to it, and confirm changes. The old package will become inactive automatically.

Suspend a Package

To suspend a subscriber’s package, select the subscriber, choose the package, and click “Suspend.” All services in the package will be suspended. To unsuspend, click “Unsuspend.”

Hibernate a Package

To hibernate a subscriber’s package, open their account, select an active package, and click “Hibernate.” This will stop billing until reactivation. Note: Only internet service packages can be hibernated.

Usage-Based Billing

Enable it in Main Menu > Billing Tab > Packages > Provisioning. For individual subscribers, configure settings under Usage-Based Billing in their package. Save changes.

How to Delete a Package

To suspend a subscriber’s package, select the subscriber, choose the package, and click “Suspend.” All services in the package will be suspended. To unsuspend, click “Unsuspend.”

Deactivate a Service

Select a subscriber, go to Packages and Services, expand the package, choose the service to deactivate, and click Deactivate.

Change or Update Subscriber Internet Speed

Select a subscriber > Packages > expand package details > go to Speed Limits to adjust speeds. Save.

Activate Package Hibernation

Learn how to activate package hibernation in Visp, enabling temporary suspension of internet services while allowing customization and reactivation options.

Activate a Package or Service

Learn how to activate packages or services for subscribers in Visp with step-by-step instructions.

Upgrade Packages via the Change Option

Learn how to upgrade packages in Visp using the Change option, including billing adjustments for pro-rated charges, credits, and next invoice scheduling.

Package Upgrade (Move Process)

Learn how to activate package hibernation in Visp, enabling temporary suspension of internet services while allowing customization and reactivation options.

Add and Configure Packages

Learn how to add and configure packages in Visp, including setting up package details, pricing, services, taxes, and speed limits, and managing package options.

Create a Package (Basic Guide)

Learn how to create and configure packages in Visp, including setting package details, pricing, services, and speed limits. Discover how to add services, set recurring rates, and manage provisioning options.

How to Add a Quote?

Discover how to add, customize, and send quotes in Visp, including adding packages and items, viewing PDFs, emailing quotes, and converting them to invoices.

How to Apply Credits to a Customer’s Account

Learn how to add and configure packages in Visp, including setting up package details, pricing, services, taxes, and speed limits, and managing package options.

ISP Logs

Discover how to use the ISP Logs section in Visp to review historical changes, filter data by date range, and access related documents like payments and equipment lists.

Enable Automatic Payment of Invoices to VISP.net

Enable automatic payment for your invoices in Visp.net by setting up billing reminders, adding a balance threshold, and scheduling payments.

Receive Payments

Learn how to add and configure packages in Visp, including setting up package details, pricing, services, taxes, and speed limits, and managing package options.

Managing Equipment in Archived Customer Accounts

Learn how to manage equipment in archived customer accounts in VISP, ensuring proper tracking and retrieval for ISPs dealing with high-turnover locations like apartments or condos.

Dashboard Customization Guide

Enable automatic payment for your invoices in Visp.net by setting up billing reminders, adding a balance threshold, and scheduling payments.

Packages & Invoices

Workflow: Adding New Items

Discover how to add new billing items in Visp using the Items Manager. Learn to create item profiles, assign codes, choose types, and manage activation with ease.

Workflow: Archive Customers

Learn how to archive customers in Visp, handle equipment returns, write off bad debt, remove expired cards, and manage cancellation surveys to maintain a clean customer database.

Workflow: Receiving Money Order Payments

Learn the step-by-step workflow for processing money order payments in Visp, from receiving and recording the payment to applying it to customer accounts and updating balances.

Workflow: Processing Refunds

Learn how to enable and process refunds or void transactions in Visp, including setting up refund permissions and reviewing transactions.

Update Billing Cycle

Learn how to update a subscriber’s billing cycle in Visp, including options to apply changes on the next invoice, reverse charges for unused days, or reverse charges for unused months.

How to Create a New Invoice and Add Invoice Items

Learn how to create new invoices and add or customize invoice items in Visp to streamline your billing process.

Edit an Invoice

Learn how to create new invoices and add or customize invoice items in Visp to streamline your billing process.

Delete an Invoice

Learn how to update a subscriber’s billing cycle in Visp, including options to apply changes on the next invoice, reverse charges for unused days, or reverse charges for unused months.

How to Void an Invoice?

Learn how to void an invoice in Visp by selecting the invoice from a subscriber’s Transactions tab and using the “Void this Invoice” option.

Add Equipment Charge to an Invoice

Learn how to add and configure equipment charges to a subscriber’s invoice in Visp to ensure accurate billing and equipment management.

How to Add a Credit Memo?

Learn how to add, view, and manage credit memos in Visp, including applying them to invoices and sending them via email.

Add a One-Time Discount

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Adding a Credit or Debit Memo

Learn how to add a credit or debit memo to a subscriber’s account in Visp, including adjusting accounts receivable or payable with detailed steps and descriptions.

Recurring Discount

Discover how to add a recurring discount to future invoices in Visp by creating a custom line item and enabling the recurring option.

Bill-to-Another Feature

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Add Scheduled Actions (Reschedule Late Fee / Suspension)

Discover how to reschedule suspensions and late fees in Visp by adding scheduled actions to adjust dates and manage payment extensions effectively.

Set Manual Invoice Dates

Learn how to manually set invoice dates in Visp, ensuring they align with package start dates and billing options for accurate invoicing.

Credit Memo

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Refunds

Learn how to process refunds in Visp, including voiding transactions, enabling refund options in payment gateway settings, and handling refund policies.

Bill All to Another

Simplify billing with the “Bill All to Another” feature in Visp, allowing the transfer of all invoices and charges from a child account to a parent account.

Setup Multiple Payment Gateways for Different Billing Methods

Learn how to apply a one-time discount to an invoice in Visp, including setting item details and configuring discount rates.

Add Scheduled Actions (Reschedule Late Fee / Suspension)

Learn how to easily reschedule late fees or suspensions for subscribers in VISP using the ‘Add Scheduled Actions’ feature with step-by-step instructions.

Logs

Remove or Update Card Information

Learn how to remove or update card information in Visp, including adding a new card, enabling autopay, and setting up automatic retry for secure and efficient billing.