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Check payments and billing of Zenvia Customer Cloud
4 min
Created by Leonora Alves on 2/26/2024 5:18 PM
Updated by Leonora Alves on 4/24/2025 3:16 PM

Check your payment history, the status of paid, pending, and canceled invoices, and access tax documents directly in Zenvia Customer Cloud by going to the side menu Settings > Billing.

⚠️ Attention: Only users with Admin or Viewer profile can access this section. You can view all financial information from the last six months.

 

Column overview

ColumnDescription
ContractContract number associated with the invoice.
Type

This refers to the type of fiscal document:

  • Invoice: Billing document (boleto) with the total amount for the contracted service. The fiscal receipt (nota fiscal) is issued after the payment is confirmed.
AmountThe total value of the contracted service.
Due DateThe deadline to pay the invoice. Billing is completed by the fifth business day of the month. This means invoices are issued between the first and fifth business day of the month following the service month.
StatusIndicates the payment status of the invoice:
  • Paid: The payment was successfully processed.
  • Pending: The payment has not yet been identified or successfully processed by the financial institution.
  • Canceled: The boleto was canceled before payment. This can happen due to an issuance error or a change in the payment method.

About invoices and billing

  • Issuance: Invoices are generated and sent by the fifth business day of the month.
  • Settlement: After payment, bank settlement may take up to three (3) business days.
  • Second copy of the invoice: If the invoice has not been paid, a second copy can only be generated through Zoe (support) chat, if necessary.
  • The billing document (fiscal document) is generated after the invoice payment and can be downloaded from the platform.

💡 Tips

  • To make invoice searches easier, use the search field to filter by contract number, payment status (Pending or Paid), or document type (Licensing or SVA).
  • You can download multiple invoices at once. Select the desired files and click the corresponding button: Download invoices.

Frequently Asked Questions

1. How can I generate a second copy of my invoice?

The second copy of the invoice cannot be generated directly on the platform. If you need a new copy of the invoice, you must contact support through the Zoe chat.

2. What does the status "Pending" mean?

The status "Pending" means that the payment has not been identified or properly processed by your financial institution. If you’ve already made the payment, wait for the bank settlement, which can take up to three (3) business days. If the payment was not processed, you can request a new copy of the invoice through the Zoe chat.

3. What does the status "Canceled" mean?

The status "Canceled" means that the invoice was canceled before payment. This may occur due to an issuance error or a change in the payment method. If it was canceled by mistake, you can generate a new invoice with the correct amount through the Zoe chat.

4. When can I access my billing document?

The billing document is available for download right after the invoice is paid.

5. What should I do if the payment was not identified ("Pending" status)?

If the payment was not identified:

  1. Check with your bank if the payment was successfully processed.
  2. If the payment was made recently, wait up to 3 business days for bank settlement.
  3. If the issue persists, contact support via Zoe chat.