TrackPath invoices are due within 90 days of being issued (net-90 terms). If any invoice is still unpaid after that, your account is locked. You’ll see a “Your account is locked due to non-payment” notice at the top of the app, and you won’t be able to make changes, such as adding occurrences or editing settings, until the account is unlocked.

Follow these steps to unlock it:

Step 1: Find your unpaid invoices

1. Log into TrackPath and click Accounts in the left navigation bar, then open your account.
2. Click Billing in the account settings menu.
3. Scroll down to the Invoice history card. Unpaid invoices have the status Open.
4. Click View invoice on each unpaid invoice to open it. From there you can download it or pay it.

For more on finding invoices, see Subscription invoices and receipts. If you aren’t sure which invoices are unpaid, contact support at support@trackpath.app.

Step 2: Pay or submit the invoices

Choose whichever option suits how your organization pays for TrackPath.

Option A: Pay by card now

1. Click View invoice on an unpaid invoice.
2. Pay it by card on the invoice page.
3. Repeat for every unpaid invoice.

Option B: Send the invoices to your billing department

If your subscription is paid through direct billing:

1. Email ALL unpaid invoices to the company or organization that processes direct billing for your TrackPath subscription.
2. VERY IMPORTANT: You must CC support@trackpath.app on this email.
3. Include a brief message explaining that your TrackPath account is locked and you need these invoices processed for payment.

Step 3: We’ll unlock your account

Once we see proof of payment or submission, we’ll unlock your TrackPath account. The proof can be:

• The email to your billing department with support@trackpath.app CC’d, or
• A screenshot or photo showing the invoices were paid or submitted for payment, sent to support@trackpath.app.

Avoid this next time

To help future invoices get paid on time, you can add your billing department’s email address so they get each invoice as soon as it’s issued. See Choose who receives your invoices.

If you have any questions, contact us at support@trackpath.app.