If your invoice was not generated after your payment, the issue usually comes from billing information, payment validation delays, or technical restrictions in your account. Osortoo creates invoices automatically for every successful charge, so missing invoices usually indicate a specific condition that you can fix easily.

The sections below explain all possible reasons and how to resolve the problem.

1. Your payment is still pending

A pending payment does not generate an invoice.
Your bank may show the amount, but the transaction is not completed yet.

How to fix

Wait for the charge to change from Pending to Completed.
Once the payment is finalized, the invoice appears automatically.

2. Your billing information is incomplete

Invoices require valid billing details.
Missing or incomplete information can prevent invoice generation.

How to fix

1. Go to My Profile
2. Click Billing Address
3. Fill in all fields
4. Save your information
5. Refresh the Billing page

Then check if your invoice appears.

3. You used the wrong email account

Invoices are tied to the email that completed the purchase.
If you logged in with a different email, your invoice may not appear.

How to fix

• Log out
• Log in using the email used during payment
• Check the Billing section again

You can also search your inbox for the Osortoo receipt.

4. Your payment was processed but not yet synced

Sometimes the payment gateway confirms the transaction before it synchronizes with Osortoo.

What to do

Wait a few minutes and refresh the Billing page.

5. Technical or network error during generation

A page interruption, slow connection, or browser extension may block the invoice from appearing.

How to fix

• Refresh the page
• Try incognito mode
• Disable ad blockers and privacy extensions
• Try another browser

Then check the Billing page again.

6. Duplicate charge or partial charge

If two payments occurred or the system detected an incomplete transaction, the invoice might not be released automatically.

What to do

Contact support with:

• your account email
• the amount charged
• date of charge
• last 4 digits of your card
• screenshots

Support will check your invoice and correct the issue.

7. Your plan was activated manually by support

If support activated your plan manually (for example, after a failed payment or account fix), the system may not generate an invoice automatically.

Fix

Contact support to request the invoice, and they will generate it manually.

8. Browser cached outdated information

Your browser may show you old or incomplete billing details.

How to fix

• Clear cache
• Refresh the page
• Try another browser

Your invoice may appear immediately after a refresh.