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M_Adams's avatar
M_Adams
Frequent Contributor
2 months ago

No Billing Tab when behind on billing

When a customer is behind on billing the billing tab will disappear from the admin portal. This is ridiculous. It should always show so they can go back and pay past due invoice. Please keep access to the billing tab for 30 days after service is disconnected. I assume the account disconnects after 60 days, or 2 months of non payment. Please continue to turn off service after 60 days but KEEP ACCESS TO BILLING TAB IN PORTAL FOR 90 DAYS!!!

3 Replies

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  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Hi M_Adams thanks for getting back to me. That shouldn't have happened from what I'm told. Can you private message me the case number or customer associated with this issue? I'd like to share this with the team. Thank you! 

  • M_Adams's avatar
    M_Adams
    Frequent Contributor
    2 months ago

    Hi Kate,

    Customer was more than 60 days behind in billing. When that happens the billing tab, along with any other tabs on the black bar on left hand side of the screen no longer show. I needed to call into GoTo and they had the send a customer a link a payment link. Very crazy! The billing tab should always be an option. I recommend GoTo to continue to cut off service after 60 days still but to keep the billing tab as an option on the admin portal login so I dont have to call in with the customer, or so they done have to call in. It took about 1/2 of my life when it should have taken less than 5 minutes

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Hi M_Adams​ good to see you. 

    The billing tab should not disappear. Can you tell me a bit more about what happened? Feel free to private message me as well.