What happens when an invoice is unpaid?

For: Operators and account owners receiving monthly invoices from Monta

If your monthly invoice is not paid by the due date, your account will be automatically frozen 14 days after the due date, calculated in Coordinated Universal Time (UTC). 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, or via a one-time SEPA Direct Debit in selected countries (SEPA Direct Debit confirmation can take up to 14 business days, ~5 on average)
• Bank transfer — requires manual verification by the Monta finance team, so processing times may be longer
• SEPA Direct Debit — set up a recurring automatic debit from your bank account (EUR only); confirmation can take up to 14 business days

Timeline: from invoice to account freeze

1. Invoice issued — your monthly invoice is generated and sent to your finance contact.
2. Invoice reminder — 7 days before the payment due date, a reminder is sent to your finance contact with the outstanding amount, due date, and a direct payment link.
3. Invoice overdue — if payment hasn't been received by the due date, the invoice becomes overdue and a notification is sent to your finance contact with the outstanding amount, the scheduled freeze date, and a direct payment link where applicable.
4. Warning email sent — 7 days before the freeze date, a warning email is sent to your finance contact. The email includes the invoice amount, the date your account will be frozen, and a direct payment link. If you have already transferred the outstanding payment, you can ignore this message.
5. Account frozen — if payment is not received within 14 calendar days of the due date (UTC, weekends/holidays included), your account is automatically frozen. Already paid? Contact Monta support via Hub.

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 must verify the transfer. Your account is unfrozen once the invoice is marked as paid.

If your account is still frozen after payment:

1. Locate your proof of payment (bank statement or transaction receipt).
2. Contact Monta support via Hub.
3. Submit your proof of payment 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. Monta notifies your finance contact at three points in the process:

• When the invoice is first overdue: you receive a first warning email with the outstanding amount and a direct payment link.
• 7 days before your account is frozen: you receive a warning email with the invoice amount, the scheduled freeze date, and a direct payment link.
• Right after your account is frozen: a notification email is sent confirming that your account has been frozen.

All three emails go to the finance email address registered on your account. If you have already transferred the outstanding payment when you receive a warning, you can ignore it — your payment will be verified and your account will remain active.

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.

See also: Subscription payment failure and grace period — for pay-as-you-go accounts billed by subscription rather than monthly invoice.