Sometimes a member profile shows a subscription as past due even though you can clearly see an invoice and a payment on that same profile. In most cases this is not a billing error, it is a matching problem: the payment was never attached to the invoice that belongs to that subscription, so the invoice still has an open balance.
This article explains how the three records are connected, how to spot the mismatch, and how to correct it.
How Subscriptions, Invoices and Payments Are Linked
Every subscription on a member profile has its own subscription ID. Around that ID, Raklet keeps a chain of records:
Subscription: defines the plan, the start date and the billing period.
Invoice: generated automatically at the start of each subscription period and linked to that subscription ID.
Payment: clears the invoice only when it is recorded against that specific invoice.
The subscription status is calculated from the remaining balance of its invoice, not from whether the member has paid something at some point. A payment that sits on the profile but is not attached to the subscription's invoice will not clear it. The invoice stays open, and the subscription keeps showing as past due.
How to Spot the Mismatch
Go to Admin Panel > Contacts, open the member profile and switch to the Membership tab. Then check the following, in order:
Note the subscription ID and the status shown next to it.
Open the invoice that belongs to that subscription. Note its amount, its due date and its remaining balance.
Look at the payments on the profile. Is there a payment attached to that invoice, or does it only appear in the general payment list?
Compare the amount and currency of the payment with the invoice.
If the payment appears on the profile but the invoice still shows an open balance, the payment is unmatched. That is the discrepancy causing the incorrect status.
No payment record, so the subscription status is past due.
Payment record added and linked to correct subscription, so the subscription status became active.
Common Causes
The payment was added without selecting an invoice. It is recorded as a standalone payment on the profile and never reduces the invoice balance.
The amounts do not match. A partial payment, a coupon, a currency difference or a transaction fee deducted at the gateway can leave a small remaining balance, which is enough to keep the subscription past due.
There is a duplicate invoice. An invoice was added manually while the subscription also generated its own invoice. The payment was matched to the manual one, so the subscription's invoice stays unpaid.
There are duplicate or overlapping subscriptions. The profile has more than one subscription ID and the payment was matched to the older one, while the active subscription remains unpaid.
The payment belongs to a different period. A renewal payment was applied to the previous period's invoice instead of the current one.
The payment was collected outside Raklet. Cash, bank transfer or card on site payments are not written back to the invoice automatically and must be recorded manually.
How to Fix It
Unlinked payment: edit the payment and attach it to the correct invoice, or delete it and add it again from the invoice itself.
Amount mismatch: add a second payment record for the remaining balance, or update the invoice amount so it reflects what was actually collected.
Duplicate invoice: delete the invoice that is not linked to the subscription, then match the payment to the subscription's own invoice.
Duplicate subscription: cancel the subscription that is no longer in use so only one keeps generating invoices going forward.
Once the invoice balance reads 0, refresh the member profile. The subscription status returns to active automatically.
Things to Know
Subscription status is always derived from the invoice balance. There is no separate action to mark a subscription as active manually.
The membership profile status (active, resigned, frozen and so on) is independent of the subscription status. Changing it does not clear an unpaid invoice.
Deleting an invoice also removes the debt from the member's balance, so make sure you are deleting the duplicate and not the original.
If the invoice and the payment look correctly matched but the subscription still shows as past due, contact us at [email protected] with the member profile link and the subscription ID so we can check the records on our side.