Troubleshoot Supplier billing

Supplier billing creates an invoice for a managed account and Package. Paying the invoice does not activate the License immediately: CareMap must first receive the paid status and finish fulfillment.

Supplier billing is available in an eligible organization workspace to its Owner or a manager while Supplier access is active. If Supplier is missing, confirm the workspace and ask an organization administrator to check your role and Supplier access.

Check the order

1. Open Supplier, then Orders.
2. Clear the Supplier search if the order is not listed.
3. Match the managed account and Package, then review Status and the due date.
4. For Awaiting payment, Payment failed, or Payment processing, use Pay invoice when it is shown. The invoice opens in a separate browser tab.
5. After payment, return to CareMap and reopen Orders to load the current state.

Understand common states

• Creating invoice means invoice preparation is still retrying. Allow time, then reopen Orders.
• Awaiting payment means the invoice is ready for payment.
• Payment processing, Paid, or Fulfilling means progress is still in flight. Do not create or pay another order for the same License.
• Fulfilled means the order finished and the License was issued or renewed.
• Payment failed or Fulfillment failed needs attention. Read any visible message before retrying or escalating.
• Expired, Voided, Refunded, or Disputed is not an active payable order. Ask the appropriate billing or organization contact what should happen next.

An unpaid order may offer Void. Use it only when that invoice should no longer be paid; create a replacement order afterward if access is still needed.

Check a renewal

Open Supplier > Renewals. CareMap groups Licenses by expiration window and separates renewal invoices awaiting payment from payments requiring attention. Use Pay renewal invoice for an existing payable order, or Create renewal invoice when no open renewal order exists. A paid renewal preserves the remaining License time.

If activation remains delayed

An administrator can review the organization Supplier settings and use Reconcile for an eligible stuck order. Reconcile checks its current payment and fulfillment state; it cannot mark an unpaid invoice as paid.

When asking for help, include the organization, managed account, Package, visible order status, due date, and on-screen message. Do not send payment details, private care content, or the invoice link through an unapproved channel.