Renewal invoices are produced by the daily cron job, not on demand. Knowing the sequence makes it much easier to answer a customer asking why they have or have not received one.

How a renewal invoice is produced

1. The cron job runs and looks for services approaching their renewal date.
2. An invoice is generated ahead of expiry, giving the customer time to settle it.
3. Where a domain and its linked hosting service share a renewal date, both are combined onto a single invoice.
4. The invoice is emailed to the customer and appears in their portal.

If a renewal invoice is missing

• The cron job is not running. This is by far the most common cause — see Verifying Automated Tasks Are Running.
• The service is not Active. Cancelled and terminated services are not renewed.
• A cancellation request was approved, which stops future renewals.
• The invoice already exists but the email did not arrive — check the customer's portal and your SMTP settings.

Recording a payment

When a customer settles an invoice outside the portal — by bank transfer, for example — open the invoice in the admin portal and record the payment against it. The invoice moves to Paid, the automated suspension ladder stops for that invoice, and the service continues on its renewal schedule.

Invoice and receipt records

Every invoice and receipt is retained under Invoices in the admin portal, filterable by customer, status and date range. Keep these records intact — they are the basis of your own accounting, and deleting them leaves gaps you cannot reconstruct.