Managing Invoices

Otter subscription invoices can be managed in the Billing section of the Otter Dashboard Settings.

Within the Billing section, you can:

• View invoice details
• Process invoice payments
• See previously paid invoices

Access to Billing in the Otter Dashboard
In order to access the Billing section, the user must have the “Billing Admin” role assigned to them. Only the account owners can assign this role to users.

If you're in a country outside of the United States, Canada, or the UK:
You will manage your Otter invoices in the Stripe Billing Portal. This includes editing business information, updating payment methods, and viewing Otter invoices. Please check out Otter Invoice Management in Stripe for further information.

Viewing Invoices

Follow the steps below to view billing invoices within the Otter Dashboard.

• Step 1
  
  Log in to the Otter Dashboard.
   
  
• Step 2
  
  Click on the Profile icon in the top-right corner, and select [Billing] from the dropdown menu.
  
  
• Step 3
  
  You will now see the "Open Invoices" and "Invoice History" sections.
  • Open Invoices: Includes open, past due, and pending payment invoices.
  • Invoice History: Includes previously paid invoices.

  

• Step 4
  
  Select an invoice from the list to view the invoice details. The invoice will include:

  • Billing period
  • Locations
  • Subscription items
  • Invoice amount
  • Discounts (if applicable)
  • Invoice payment amount (if paid)
  • Remaining balance (if partial payment has been made)

  

• Step 5
  
  To download a PDF copy of an invoice, click the three vertical dots icon and select [Download].
  
  

Paying Invoices

Follow the steps below to pay an open or past due invoice within the Otter Dashboard. 

• Step 1
  
  Log in to the Otter Dashboard.
   
  
• Step 2
  
  Click on the Profile icon in the top-right corner, and select [Billing] from the dropdown menu.
  
  
• Step 3
  
  You can access the invoice payment process by:
  • Select the [Pay] button on the Invoices page.
    OR
  • Select the invoice number you want to pay from the list— this will take you to the invoice details page. Click [Pay Invoice] in the top right corner of the screen.

• Step 4
  
  A pop-up will appear to process the invoice payment using a payment method you have saved in your account.
  
  Select [Continue] to process the payment.
  Updating Payment Methods
  To add, update, or delete a payment method, reference the Billing Payment Methods article.

  

Past Due Invoices

If you have past due invoices, you may be locked out of your Order Manager and Otter Dashboard accounts due to non-payment, resulting in an error message. Reference the table below for further information on each error message: 

• "Subscription payment past due" error
  
  The “Subscription payment past due” error will appear in the Otter app when you have been locked out due to an unpaid invoice.
  
  To resolve this error and regain access to your Otter accounts, follow the steps outlined in the 'Paying Invoices' section to reactivate your account. 
  
  If all the invoices have been paid but you’re still receiving an error, please contact Otter Support for assistance.
  
  
• "Your service has been suspended" error
  
  The “Your service has been suspended” error will only appear on Web Order Manager (https://app.tryotter.com/orders) when you have been locked out due to unpaid invoices.
  
  To resolve this error and regain access to your Otter accounts, follow the steps outlined in the 'Paying Invoices' section to reactivate your account. 
  
  If all the invoices have been paid but you’re still receiving an error, please contact Otter Support for assistance.
  
  

• "Get access today" error
  
  The “Get access today” error will only be visible on Web Order Manager (https://app.tryotter.com/orders) and has two potential root causes:

  • Unpaid invoices
  • Incorrect permissions assigned to the user accessing Order Manager

  To resolve this error and regain access to your Otter accounts, follow the steps outlined in the 'Paying Invoices' section to reactivate your account.
  
  If all the invoices have been paid but you’re still receiving an error, please contact Otter Support for assistance.
  
  

Troubleshooting

• An endless spinning wheel while paying is due to the payment method being declined. Follow the steps below to resolve the issue and process the payment:
  • Try submitting the payment again.
    • If it does not go through, it is due to the payment method being declined. It will show as CC failed.
  • If the payment is not successful, refresh the page and try again with a different payment method.

  Approved Payment Methods

  • Credit/Debit Card: 3% processing fee
  • Bank Account: No processing fee
  • Manual Bank Transfer: Requires proof of payment sent via email to uscan-billing@tryotter.com— this method allows you to avoid using a third-party authentication app (in the US, we use Plaid).

FAQs

• Encounter an invoice error? Don't worry, we're here to help you resolve it promptly. Reach out to us using the contact details provided below, and we'll take care of the rest.
  • Otter Customers:
    Contact our Customer Success Team at success@tryotter.com for assistance.
  • CloudKitchens Customers:
    Contact our CloudKitchens Billing Team at billing@cloudkitchens.com for assistance.
  • Future Foods Customers:
    Contact our Customer Success Team at success@tryotter.com for assistance.
  • UK Customers:
    Contact our Support Team for assistance via chat or email at question@tryotter.com.

• In order to access the Billing section of the Otter Dashboard, the user must have the “Billing Admin” role assigned.
  
  Billing access needs to be granted by the account owner (Admin user). To assign the Billing Admin role to a new or existing user, follow the steps in the User Management article.
  
  If you experience any complications, please reach out to our Customer Success Team for assistance (success@tryotter.com).

Updated June 04, 2025 17:16