Mango Billing FAQ
Answers to common setup and operating questions about Mango Billing.
For what the app is and how to set it up from scratch, see the
Mango Billing Overview.
Setup
What do I need to configure before Mango Billing works?
Enable the app in the Apps Marketplace — it requires a licence and is disabled by default. Once enabled, six capabilities have their own toggle in Settings → Capabilities: Billing AI Agent, Invoice management, Customer billing, Automated dunning sequences, Revenue recognition (ASC 606), and Sales commissions. All six default to on, so the full surface is available immediately unless you turn something off; Automated dunning sequences is the one MangoApps sets for your account. Turning a capability off hides that area from your own users — it does not block MangoApps support from your account. Tax sync (Anrok) defaults to off and is set up by MangoApps; there is no Tax Settings tab for your users.
Who can access Mango Billing?
Mango Billing appears only to billing admins — company admins and people with the App admin role for Mango Billing (the only app-admin tier this app offers; there is no Contributor or Collaborator tier) — and to people who have commission earnings. Everyone else does not see the app. Every surface except My Commissions is restricted to billing admins: the dashboard, invoices, customers, dunning, revenue recognition, commission administration, refunds, analytics, unbilled usage, and app settings all enforce this gate. My Commissions shows only your own earnings. The AI agent applies the same restriction — non-admins receive a “restricted to billing administrators” response. Some actions change your organization’s own account with MangoApps, so only MangoApps can perform them, even for admins: marking an invoice paid, voiding or creating an invoice, issuing a refund, pausing or resuming dunning, invoicing unbilled usage with Close & Invoice, closing a revenue recognition period or exporting the revenue schedule, GL export, tax settings, and changing discounts, custom prices, credits, bundles, seats, payment terms, or the dunning settings. Those controls are hidden or marked “Set by MangoApps” — the GL Export and Tax Settings tabs do not appear at all — an attempt to use one anyway is refused with a message that only MangoApps can do it, and MangoApps support handles any of them. When MangoApps makes one of these changes, the app shows MangoApps as who made it, not one of your users, and a MangoApps support session can make them only while the support link it was opened with is still valid — support links expire, 30 minutes after they are issued unless MangoApps sets a longer window.
Permissions and access
Why can’t I see the Mango Billing dashboard?
The dashboard shows MRR, overdue totals, deferred revenue, and commissions in flight — all finance data, so it is open only to billing admins: company admins and Mango Billing app admins. If you have commission earnings but are not a billing admin, opening Mango Billing takes you to My Commissions, the only surface that does not require admin access. If you are neither, Mango Billing does not appear for you, and a direct link sends you back to the apps list — ask a company admin to add you as a Mango Billing app admin if you need access.
What can a sales rep see in Mango Billing?
A rep who is not an admin sees Mango Billing once they have at least one commission earning (and while Sales commissions is on), and then only the My Commissions tab. That view is scoped to their own earnings and shows pending, approved, and paid totals for the current year and lifetime. They cannot see other reps’ earnings, invoice data, customer billing, or any admin surface. A billing admin who is also a rep sees their own earnings on the Commissions tab too, but can’t approve or mark them paid — another billing admin has to.
Who can change payment methods or cancel our plan?
A company admin. Payment methods (adding or removing a card or bank account, and setting the default), payment settings (the invoice email, default payment type, and auto-charge threshold), low-balance thresholds, user-count sync settings, and Sync Now act on your organization’s whole MangoApps account, so they need a company admin. A Mango Billing app admin who is not a company admin can see all of them, send reminders and test sends, and manage commissions, but those controls are hidden for them and an attempt to use one is refused. Cancelling the plan also depends on how your account is run: on a self-serve account, a company admin can cancel it from Customers → Subscription; on a managed (sales-led) account the plan is part of your agreement with MangoApps, so only your account manager changes or cancels it.
Day-to-day
How do I change the dunning cadence?
MangoApps sets the dunning cadence for your account, so contact MangoApps support to change it. Settings → Dunning Cadence shows the current days past due; the default is 7, 14, 30, 45.
What happens when an invoice goes overdue?
A dunning sequence starts automatically. It progresses through four stages — Day 7, Day 14, Day 30, and Day 45 — based on the dunning cadence on your account. At each stage, a reminder email is sent to the customer’s billing contact, and a dunning event is logged. The sequence completes when either the invoice is paid, it is voided, or the final stage has been sent.
How do I pause or resume a dunning sequence?
Only MangoApps can pause or resume a dunning sequence on your account — contact MangoApps support if one needs to stop. The Dunning tab shows each sequence’s state: while paused, no reminder emails are sent, the sequence does not advance, and the pause reason (up to 250 characters) is shown. Once resumed, the next email fires on the next scheduled run.
Can I mark an invoice as paid outside of Stripe?
No — only MangoApps can record an out-of-band payment on your account. If you paid by check or wire, contact MangoApps support with the payment reference; MangoApps marks the invoice paid in both your records and Stripe. To pay an open invoice yourself, open it and choose View in Stripe from its ⋮ menu (shown when Stripe has a payment page for that invoice). A company admin manages your card and bank payment methods under Customers → Payment Config.
What are the payment terms options for manual invoices?
The Default payment terms setting has five choices: Due on receipt, Net 15, Net 30, Net 45, and Net 60. The default is Net 30. A payment term set on the customer record takes precedence over this default. MangoApps sets both terms for your account and creates any manual invoices on it.
Can I close a revenue recognition period or export the schedule?
No — closing a period and exporting the revenue schedule as CSV are done by MangoApps, so those buttons do not appear for your users. The Revenue Recognition tab shows MangoApps’ revenue schedule for your account: the monthly rollup of recognized and deferred amounts, and each month’s entries. When MangoApps closes a period (never a future one), entries are recognized in the background and the page reflects the update shortly after. Once closed, the recognized totals are locked for that month.
How do I issue a refund?
Refunds on your account are issued only by MangoApps — contact MangoApps support to request one. A refund can be full or partial, cannot exceed the amount paid on the invoice, and is processed through Stripe, so the invoice must have a recorded Stripe charge. Every refund issued appears on the Refunds tab, which you can export as CSV.
Can I delete a commission plan that already has earnings?
No. A plan with any attached earnings cannot be deleted. Deactivate it instead — set it to inactive so it stops being used for new proposals. Deactivating preserves the historical earnings tied to the plan.
When something looks wrong
Why didn’t I get a commission after my deal closed?
Commission earnings are generated automatically when a proposal is marked Won, but only if the Sales commissions capability is enabled in Settings, an active commission plan exists with tiers for the matching event type (New logo, Renewal, or Expansion), and the rep is assigned to the proposal. If earnings already exist for that rep and proposal, the calculation is a no-op to prevent duplicates.
I tried to refund an invoice but got “no recorded Stripe charge”
The invoice has no captured payment on Stripe’s side. This happens when the invoice was created manually without a corresponding Stripe payment, or when the Stripe charge was not recorded locally. You cannot issue a Stripe-backed refund without an underlying charge.
Why are my dunning emails not going out?
Check three things: (1) the Automated dunning sequences toggle is on in Settings, (2) the customer’s billing account has an email address on file — the mailer skips invoices with no billing contact (a company admin sets the invoice email under Customers → Payment Config), and (3) the sequence is not paused. MangoApps controls the toggle and pausing for your account, so contact MangoApps support if either is the cause. You can preview all four stage emails and send a test to yourself from Dunning → Email Previews.
Where did the GL Export and Tax Settings tabs go?
Both are available only to MangoApps, so they are hidden for your users. Tax Settings holds the Anrok key and tax sync for the invoices MangoApps sends you — if tax on one of your invoices looks wrong, contact MangoApps support with the invoice number; MangoApps can check the Anrok sync and re-sync that invoice. GL Export produces MangoApps’ side of your account — payments received, receivables, and revenue — which is the reverse of your own books, so its journal entries are not meant for your general ledger. Settings still shows whether tax sync is on, read-only.
Where are my commission earnings? I can see the plan but not the payouts.
If you are a sales rep (not an admin), open the My Commissions tab — it shows only your own earnings. If you are an admin and the Commissions tab shows no earnings, confirm that a proposal has been marked Won since the plan was created. Earnings are generated at the moment a proposal is won, not retroactively.
Licensing and limits
Does Mango Billing require a licence?
Yes. Mango Billing requires a licence and is disabled by default. Your MangoApps account team grants the licence, and an administrator then enables it in the Apps Marketplace.
Are there limits I should know about?
The AI agent’s invoice search returns at most 50 results per query. Stripe webhook sync health reports a rolling 24-hour window. Dunning pause reasons are truncated to 250 characters. Revenue recognition period entries are paginated at 50 per page, and invoice and earnings lists are paginated at 25 per page.
More help
- Mango Billing Overview
- Ask AI — the assistant answers Mango Billing questions from these articles.