Unpaid invoice in 3CX customer portal

[Chris A]

Curious if someone can provide me a workaround on an urgent issue. I tried to renew a customers license key through the 3CX customer portal and the transaction never seemed to finish. I tried to reprocess and then start to get an error stating I have an unpaid invoice for this license key. In the customer portal when I look at orders I don't see anything unpaid. I opened a support case because the customers license has now expired but support is saying we have to wait on the accounting team. I cannot have this customer go down. Any workarounds? Can I just purchase a new key possibly and install over the top? I am desperate as 3cx support isn't helping much here.

 

[IrinaP_3CX]

@Chris Athavale, yes, you can purchase a new license and replace the key.
I understand that you successfully have done so.

Following the tickets you have opened, please note that we send renewal notifications 30, 10, and 1 day before license expiry so that subscriptions can be renewed ahead of time to avoid any downtime for the customers.
In your case, the renewal order was placed on the day of the subscription expiry, and the payment was incomplete; this is why you receive the "unpaid orders" message when trying to place a new order.

Incomplete payments occur when the card and the 3CX shop's Checkout gateway do not communicate. For example, if you have not verified the payment, the system will mark the order incomplete since no payment has been received.

In such cases, incomplete orders can be canceled only by our accounting team, which does not operate during the weekends.

 

[bitn2]

Next time dont wait until the last hour to renew a licence. You can see in your partner portal when someone is ready for renew.