Payment details and invoices

Your invoices, your receipts, and your card details are held by Paddle, the name on your statement, not inside OLET. The Account section of Settings > Billing is the way through to them, and it is also where you can check the address your billing notices are sent to.

Find an invoice or change your card

1. Go to Settings > Billing.
2. Scroll to Account.
3. Select Billing portal.

The portal opens with your account already identified, so there is nothing to sign in to. Your invoices and receipts are listed there and can be downloaded, and the card on file is changed there too.

The link that opens the portal identifies you, so do not copy it out and send it to anyone.

Where billing notices are sent

Store and billing email, in the same section, is the one address your invoices, billing notifications, and store receipts all use. It is the same field as Settings > General, not a separate billing-only address, and it is separate from the email you sign in with.

By default it follows your primary admin’s own sign-in email: a checkbox under the field, Use primary admin email for billing, is ticked and the field is read-only. Untick it to type a different address.

1. Go to Settings > Billing.
2. Under Account, either leave Use primary admin email for billing ticked to use your primary admin’s address, or untick it and type an address in Store and billing email.
3. Select Save email.

Point it at an address somebody actually reads. Notice of a failed payment goes here, and a payment failure you do not hear about is the one that ends up closing the store.

Email address unreachable

If mail to your billing address is being refused, a notice sits at the top of the Account section saying so. Take it seriously: notices about your payments are not reaching you at all while it is there, including the warnings before a suspension.

There are three versions of it and all three are fixed the same way, by entering an address you can receive mail at and saving it.

• Email address unreachable. Mail to this address is being rejected, so billing notices, including payment failures, are not reaching you.
• Email marked as spam. This address reported our email as spam, so nothing more can be sent to it, including notices about your payments.
• Address is unsubscribed. Billing notices are part of your account and are not marketing, so sending to this address cannot resume.

When a payment does not go through

If we cannot take payment, the top of the Billing page says so and your status reads Payment failed. Your data is not affected and your store keeps selling for now.

1. Go to Settings > Billing.
2. Select Update payment method. It is the loudest button on the page.
3. Enter a working card in the portal.

There is a date on the page. The Access pauses row names the day selling and back office access stop if the payment is still outstanding. Fix it before then and nothing else happens.

If that date has already passed, the store is paused for non payment: the registers cannot sell and the back office is closed until a payment is taken. The same Update payment method button reopens it.

Billing questions

The Account section ends with a line naming the address to write to: Billing and support questions: support@getolet.com. Use it for anything the portal does not answer, such as a company name or tax number on an invoice.

If it goes wrong

• Could not update the billing email. Check the address is complete and correctly spelled, then save again.
• Saved, but mail to that address is being rejected too. Enter a different one.
• The portal will not open. Select the button again, and if it still does not open email support@getolet.com from an address we can reply to.
• You cannot find the invoice you want. Every invoice lives in the portal, not in OLET. If it is not there either, ask support@getolet.com.