1. Check the invoice recipients
• Access Administration → Sales, in the Issued or Pro-Forma tab
• Click on the Recipients button of the reported invoice, receipt, or pro-forma.
• Check if the family member who reported the issue is included in the list of recipients.
Note: It is common for a family member to log in with the spouse's credentials. Therefore, it is good practice to always include both parents as recipients of the invoices.
2. Ensure that future documents include both parents
• Go to the student tab and then to the family member tab.
• If you generate invoices through packages, access the package settings:
• Edit the package.
• Ensure that, in the Send to section, all family members who need to receive the invoices are included.
3. Check where the family member is looking for invoices, receipts, or pro-forma
• Ask the family member where they are looking for the invoices:
• If they are using the app: the invoices are found in the Invoices menu and not in Documents.
• If they access via the web: the invoices are in the Documents → Administration → Invoices menu.
• Explain to them where to look correctly.
4. Procedure to expedite resolution
• Always ask the family member:
• With which account are they logging in.
• Where are they looking for the invoice (app or web).
• Follow this guide to quickly resolve the situation.
5. Support
• If you have any doubts or issues, contact technical support for assistance.