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. Tax sync (Anrok) defaults to off and is configured separately under Tax Settings.
Who can access Mango Billing?
Every surface except My Commissions is restricted to users with the App Admin role for Mango Billing or the Super Admin role. The dashboard, invoices, customers, dunning, revenue recognition, commission administration, refunds, analytics, GL export, unbilled usage, tax settings, and app settings all enforce this gate. The AI agent applies the same restriction — non-admins receive a “restricted to billing administrators” response.
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. Access requires the App Admin role on Mango Billing or Super Admin. Members without one of those roles are redirected to the apps list. If you are a sales rep who needs to see your own earnings, the My Commissions tab is the only surface that does not require admin access.
What can a sales rep see in Mango Billing?
A rep who is not an admin sees 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.
Day-to-day
How do I change the dunning cadence?
Open Settings → Dunning Cadence and enter the days past due as a comma-separated list. The default is 7, 14, 30, 45. Values must be positive whole numbers in ascending order. Blank input resets to the default. Invalid input (no parseable positive numbers) is rejected with an alert and not saved.
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 cadence you set. 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?
Open the sequence from the Dunning tab and click Pause. You can enter an optional reason (up to 250 characters). While paused, no reminder emails are sent and the sequence does not advance. To resume, click Resume — the next email fires on the next scheduled run.
Can I mark an invoice as paid outside of Stripe?
Yes. Open the invoice and choose Mark Paid. You can select a payment method (offline, check, wire), enter a reference number, and set the payment date. This marks the invoice paid in both your records and Stripe. Only open invoices can be marked paid this way.
What are the payment terms options for manual invoices?
The Default payment terms dropdown in Settings offers 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.
How do I close a revenue recognition period?
Open the Revenue Recognition tab and click Close Period. Choose the month to close through — it cannot be a future period. Closing is asynchronous: 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?
Open the Refunds tab and click New Refund, then select the invoice. Enter a dollar amount for a partial refund, or leave it blank for a full refund. The refund amount cannot exceed the amount paid on the invoice. Refunds are processed through Stripe, so the invoice must have a recorded Stripe charge.
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, and (3) the sequence is not paused. You can preview all four stage emails and send a test to yourself from Dunning → Email Previews.
Tax sync shows failed transactions — what do I do?
Open Tax Settings and confirm the Anrok API key is correct. You can re-sync an individual invoice from the Tax Settings page by entering its ID and clicking Re-sync. Re-sync only works when the tax toggle is enabled — if tax is disabled, the sync is a no-op and you will see an alert.
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 GL export caps a single date range at roughly 13 months (400 days) — a range larger than that is clamped automatically. 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.