What happens when an invoice is unpaid?

For: Operators and account owners receiving monthly invoices from Monta

If your monthly invoice is unpaid, you receive a late-payment notice 6 business days after due date. Your account is then automatically frozen 14 days after that notice is sent. This article explains the timeline, what freezing means, and how to restore access.

---

Invoice payment terms

Monta generates monthly invoices at the end of each billing period. Each invoice covers charging activity, platform fees, and any other services used that month.

The payment due date is specified in your contract. Invoices are sent to the finance email address registered on your account.

You can pay invoices using:

• Payment link: pay immediately by card, and the invoice payment is reconciled instantly
• Bank transfer: Bank transfers can take up to five business days to be registered, when Monta receives the funds the invoice is settled.
• SEPA Direct Debit: set up a recurring automatic debit from your bank account (EUR only); confirmation can take up to 14 business days.

Accounts that pay by SEPA Direct Debit do not receive overdue notifications.

---

Timeline: from invoice to account freeze

1. Invoice issued: your monthly invoice is generated and sent to your finance contact.
2. Late-payment notice: if the invoice is still unpaid on the sixth business day after the due date, a late-payment notice is sent. It includes the invoice number and amount, the freeze date, a payment link, the invoice PDF and a link to submit proof of payment if you already paid. The freeze date is always 14 days after this notice.
3. Reminder: 7 days before the freeze date, a reminder is sent with the same details. If you have already paid, you can ignore this message.
4. Account frozen: if the invoice is still unpaid on the freeze date, your account is frozen. An email confirms it and includes a payment link and a proof of payment link.

The notice is sent on the sixth business day because a bank transfer paid on the due date can take up to five business days to be registered. This way, customers who paid on time are not told they are late.

---

What does "frozen" mean?

When your account is frozen due to an unpaid invoice, some features are restricted.

You can still:

• Access Hub and view your account
• See your charge points and charging history
• View account members and settings

You cannot:

• Use home reimbursement features
• Process new charging transactions through your account Wallet
• Access certain account management features

A frozen account does not remove your obligation to pay. Outstanding invoices must still be settled.

---

What you'll see in Hub

Monta Hub shows the billing status directly, and what you can do depends on whether you are able to resolve the payment.

Before the account is frozen: when an invoice is overdue but the account is not yet frozen, an amber warning banner appears with a Pay now button. Anyone can dismiss this warning for the rest of the day.

Once the account is frozen: a red banner appears, and what happens next depends on your role:

• Operator admins (and Monta staff helping you) keep full access. They see the banner but are never blocked, and can dismiss it for the rest of the day so they can pay the invoice, contact support, or switch account without being interrupted.
• Users who cannot resolve the billing, for example an account member with no billing role, see a blocking screen on every page. It cannot be closed; the only actions are Pay now, Contact support, or Switch account.

A dismissed banner is remembered until the end of the day. If the invoice is still unpaid the next day, the banner reappears so the outstanding payment is not forgotten.

The same banners apply both to your operator account (shown across Hub) and to an individual account you manage (shown on that account's page).

---

How do I unfreeze my account?

Pay the outstanding invoice and wait for verification.

• Pay via payment link: your account is typically unfrozen within minutes of a successful payment.
• Pay via bank transfer: the Monta finance team registers the transfer, which can take up to five business days. Once the invoice is marked as paid, your account is unfrozen automatically.

If your account is still frozen after payment:

1. Locate your proof of payment (bank statement or transaction receipt).
2. Submit it through the proof of payment link in the emails you received, or contact Monta support via Hub and submit it through the support ticket.

The finance team will verify the payment and unfreeze your account immediately after approval.

---

Frequently asked questions

Will I be notified before my account is frozen?

Yes. You receive three emails:

• Late-payment notice: sent on the sixth business day after the due date. It shows the freeze date.
• Reminder: sent 7 days before the freeze date, with the invoice amount, the freeze date and a direct payment link.
• Account frozen: sent right after your account is frozen, to confirm it.

These emails go to the account's contact email and to the finance communication email. If no finance communication email is set, they go to the finance email instead. If both addresses are the same, the email is sent once. Invoices still go only to the finance email. If you have already transferred the outstanding payment when you receive a reminder, you can ignore it. Your payment will be verified and your account will remain active.

Who receives the late-payment emails, and how can I change it?

The late-payment notice, the reminder and the account frozen email go to the account's contact email and the finance communication email. Invoices keep going to the finance email.

If your invoices go to a bookkeeping or ERP inbox that nobody reads, set a finance communication email so the notices reach someone who can act. For an account, enter it in the Finance communication email field in the account's settings. For an operator, enter it in Finance communication email under Email addresses in the operator settings, on the General tab. Leave the field empty to use the finance email.

I paid, but my account is still frozen. Why?

Bank transfers can take up to five business days to be registered. Your account is unfrozen automatically once the transfer is registered. The payment link in the email avoids this wait.

If another invoice is also unpaid and overdue for 14 days or more, the account stays frozen until that invoice is paid too.

How quickly is my account unfrozen after payment?

For payment link payments, usually within minutes. Bank transfers require verification by the Monta finance team, so processing times may be longer. If you are making a bulk payment, share your remittance advice with the Monta finance team to help them identify the payment.

---