Troubleshoot private-pay billing

Private pay gives one client a monthly Package and License. Stripe payment can take a short time to reach CareMap and update the License, so avoid starting a second agreement or paying a different invoice while the first payment is still processing.

Review the current state

Open Settings > Account > Licenses for your own account. An administrator can open Admin > Access > Users, select the user, and open Licenses > Private-pay billing for a more detailed view.

Check the visible agreement, latest invoice, License, and collection state. Use Pay invoice only for the current payable invoice. After paying in the separate Stripe page, return to CareMap and refresh the billing view.

Understand common conditions

• A newly created or processing invoice may still be waiting for Stripe or the CareMap billing worker. Refresh after a short wait.
• A paid invoice may briefly precede the License update. Do not create another agreement or invoice to force activation.
• A failed payment needs a valid payment method and another attempt through the current invoice when that action is offered.
• An overdue agreement can open reminder and administrator outreach work. A later authoritative payment closes that work automatically.
• A revoked, expired, or otherwise inactive License may need an administrator to review licensing separately from payment state.

Ask for help safely

Share the Package name, visible billing and License states, approximate time, and any on-screen message with an authorized support channel. Do not share card numbers, private care content, sign-in credentials, or a hosted invoice link.