Help
Troubleshooting
Fixes for the problems people run into most. Open one to see what to do.
10 common problems
2 problems
Tokens and top-ups
I can’t top upThe buy buttons show a message instead of a checkout, or tokens didn’t arrive.
- Online payments are paused for now, so the buy buttons can’t take a payment.
- Contact support with the amount and currency you need and we’ll add the tokens to your account by hand.
- If you paid for an earlier top-up and the tokens never arrived, send us the receipt or the line from your bank statement.
Not enough tokens to issueIssuing needs 10 tokens and your balance is lower.
- Check your balance on your dashboard.
- Save the invoice as a draft in the meantime. Drafts are free and nothing is lost.
- Only issuing uses tokens (10 per invoice). Downloading or emailing an invoice you’ve already issued is free.
- Top up through support, then issue the draft from your dashboard.
3 problems
PDFs and email
My client didn’t get the emailYou sent the invoice but it hasn’t arrived.
- Check the address you sent it to. Open the invoice from your dashboard to send it again: resending is free.
- Ask your client to look in their spam or junk folder.
- If it still doesn’t arrive, download the PDF and send it from your own email.
The PDF won’t downloadThere’s no download button, or the download fails.
- PDFs are only made for issued invoices. A draft can be previewed on screen, but you need to issue it to download it.
- If you see “The PDF couldn’t be created right now”, wait a minute and try again.
- If it keeps failing, contact support with the invoice number.
The PDF looks wrongSomething is missing, cut off or badly placed.
- Check that your details and the client’s are filled in.
- Use a PNG, JPG, SVG or WebP logo.
- Try another template. The figures stay the same in every layout.
- When printing, choose A4 and 100% scale, not “fit to page”.
3 problems
Invoices and VAT
The reverse charge note is missingYou expected reverse charge wording on the invoice.
- Choose “Intra-EU B2B” as the VAT treatment before you issue. The wording is then printed on the PDF.
- Add your VAT number and your client’s: reverse charge only applies between VAT-registered businesses.
- An issued invoice can’t be changed. If it went out with the wrong treatment, issue a corrected one.
I can’t edit an invoiceThe fields are locked or there’s no Edit button.
- Only drafts can be edited. Once an invoice is issued its content is locked, and only its status can change (for example to Sent or Paid).
- This is on purpose: it stops a paid invoice being rewritten into another one.
- If something is wrong, issue a corrected invoice and tell your client which one replaces it.
Invoice numbers skipYour issued invoices aren’t numbered one after another.
- Numbers are given out in order and never repeat.
- A number is reserved when you first save a draft. If that draft is never issued, it keeps its number, so your issued invoices skip it.
- You can’t set or change numbers yourself. Issue the waiting drafts to close the gaps.
2 problems
Logging in and the site
I can’t log inYour email and password aren’t accepted, or you’re sent back to the login page.
- Check the email address for typos. Passwords are case-sensitive.
- Allow the site’s strictly necessary cookies: you can’t stay logged in without them.
- Clear this site’s cookies and try again.
- Forgotten your password? Contact support from the email address on your account.
The site is slow or stuckPages don’t load, or a button doesn’t respond.
- Refresh the page. Saved drafts are kept on your account.
- Check your internet connection.
- Turn off browser extensions for this site, especially ad and script blockers.
- Check the status page for known problems.
Still stuck?
Ask a person
Tell us what you were doing and what you expected. Include the invoice number if there is one.
Use the contact form or email info@paperstub.com. We reply by email.