If a customer's agreement remains in "Scheduled" status, this guide covers the common causes and how to resolve them.
What "Scheduled" status means
When an agreement is in Scheduled status, it means Rechargly has created the agreement but has not yet sent it to the customer. This typically happens when an agreement is set to be sent on a future date, or when the system encounters an issue that prevents it from being sent.
Common causes
1. Customer not enabled fully in billing
The most common reason an agreement stays in Scheduled status is that the customer has been enabled but the agreement will not be sent until the next invoice date. If you want to send the agreement now, follow the steps below:
Navigate to the Billing page
Hit the purple button that says "Preview and Enable Recharging"
Confirm and enable the customer
2. Missing or invalid email address
Rechargly needs a valid email address to send the agreement link to the customer.
How to check:
Go to the Mapping and search for the customer
Check the customer's contact details in the Mapping
Verify the email address is present and correctly formatted
How to fix:
Update the email address in Xero for the customer's contact
Refresh the Xero integration
Retry sending the agreement
3. Invoice created but missed billing date
In some cases, an invoice may be created in Rechargly after the billing date.
How to fix:
Go to the invoice
Click the "Send Now" button
Back date the invoice to the billing date
4. Invoice has more than 50 line items
If the invoice has more than 50 line items, we cannot create the invoice in Xero.
How to fix:
Check to see if there are line items with a $0 value. If so, remove those line items from the invoice so you are within the 50 line item limit
Break the line items up into multiple invoices