For Organisation Administrators with authority for this task. Check the selected organisation before making a change.
What you will achieve
Find the authoritative invoice status, update a payment method through the secure hosted journey and follow an existing payment recovery action without duplicating a purchase.
Before you start
Confirm the organisation, invoice or operation reference and your billing authority. Have the authorised payer available if card verification is required. Do not put card details, payment-session URLs or banking screenshots in a support message.
If Backstory opens in Billing recovery, read the restriction notice. Recovery access is a limited route to resolve billing, not normal access to all organisation administration.
Review invoices
- Open Settings > Organisation > Licensing.
- In Invoices, find the relevant issued record. Check status, collection method, due date, total and amount paid.
- Use the invoice history pagination if the record is older.
- Choose Open hosted invoice for that exact record when you need the provider-hosted view or supported recovery action.
- After the provider journey, return to Backstory and refresh. Compare the invoice and the organisation's access state rather than relying only on a success message in another window.
Manage the method and recover a payment
Use Manage payment method to open the secure hosted management flow. Confirm the correct organisation before changing anything.
For an existing operation that needs confirmation, use Continue secure payment when offered. Complete the provider's verification and refresh that operation's authoritative status. A message that card confirmation was received may still mean settlement is being verified.
In Billing recovery, use only the available recovery actions. This mode does not allow new purchases or normal licence allocation simply because the billing page is visible. Cancellation at term end may remain available as stated on the page.
Check it worked
The invoice or operation reflects the verified outcome, and any resulting access change is visible in Backstory. An updated payment method alone does not prove that an earlier invoice was paid.
If something goes wrong
| Problem | Next action |
|---|---|
| No invoices appear | Check the organisation and transaction type; do not infer a payment failed |
| Hosted management cannot open | Capture the sanitised error and retry only after checking context |
| Payment was submitted but status is unchanged | Refresh the existing operation; do not create another purchase |
| Recovery access remains restricted | Escalate with invoice and operation references, without payment credentials |
Human judgement matters
Keep financial approval, provider settlement and product access distinct. Support should investigate a discrepancy rather than asking you to pay the same obligation again.
What next?
For the wider context, see Manage licences and account levels. Return to the intended work only after the organisation's access state has been verified.
Get help
Ask your Organisation Administrator about access or the task owner about the content. For a platform error, include this guide reference, the affected page and a sanitised message. Never share passwords, session details or confidential evidence in an open support request.