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Troubleshooting Invoices

Jul 9 2026 | By: PhotoBiz Knowledge Base

Troubleshooting Common Issues with PhotoBiz Invoices

Overview

PhotoBiz Invoices allow you to send payment requests to clients for products, packages, services, custom fees, and other charges. In some cases, an invoice may need troubleshooting if sales tax does not appear, a client receives a payment error, or the payment screen does not process as expected.

This guide explains how to troubleshoot common invoice issues in PhotoBiz. You will learn how to review sales tax settings, update client billing information, remove unsupported characters from contact names, and make sure your client refreshes the invoice before trying to pay again.

Troubleshooting Missing Sales Tax on Invoices

Sales tax must be set up in your ECommerce Dashboard before it can be applied to an invoice. If sales tax is not showing on an invoice or during checkout, review your sales tax settings and confirm the item on the invoice is taxable.

STEP ONE

Log in to your PhotoBiz account and click ECOMMERCE in the left-side menu.

This opens your ECommerce Dashboard, where you can manage store settings, payment settings, taxes, products, packages, and invoice-related payment options.

STEP TWO

At the top center of the ECommerce Dashboard, hover over PAYMENT, then click TAXES.

This opens the tax settings area for your ECommerce account.

STEP THREE

Confirm that your sales tax rate has been added.

If you do not see a sales tax line listed, create a new sales tax line and enter the correct tax rate. The tax rate must be added here before sales tax can calculate on invoices or checkout payments.

STEP FOUR

Open the item being added to the invoice and confirm that it is marked as taxable.

Sales tax must be enabled on the item itself. If the item is not set as taxable, tax will not be added even if a sales tax rate has been added in your ECommerce tax settings.

STEP FIVE

Review the client’s billing or shipping information on the invoice.

Make sure the address information needed for tax calculation is complete. Missing address details can prevent sales tax from calculating correctly.

FINAL STEP

Save your changes and review the invoice total again.

If the sales tax rate is added, the invoice item is taxable, and the client’s address information is complete, the invoice should display the appropriate sales tax before the client submits payment.

If the client already has the invoice open, ask them to reload the invoice page or close and reopen the invoice before trying to pay. This ensures they are viewing the updated version of the invoice.

For more detailed steps, see How To Fix Missing Sales Tax on Invoices

Issue: Error Code C257 When Paying an Invoice

Error Code C257 may appear when a client attempts to pay an invoice. This error is related to Stripe billing requirements and usually means the invoice needs complete billing address information before the payment can process.

To resolve this error, update the contact information on the invoice. Make sure the billing information includes the required address details, such as the street address, city, state, zip code, and country.

After you save the updated contact information, ask the client to reload the invoice page or close and reopen the invoice link before trying to pay again. You only need to re-send the invoice if the client cannot find the original invoice link or needs a new copy of the invoice email.

For more detailed steps, see How To Update Contact Details for Invoices

Issue: Country or State Billing Error

A client may see an error similar to:

“is not a valid enumeration value for country”

This error usually means the billing information connected to the invoice is missing a valid country, state, or both. The payment processor needs complete billing details to validate and process the payment.

To resolve this error, update the contact information on the invoice. Make sure the missing state, country, or other required billing details are entered in the correct billing address fields.

After you save the updated contact information, ask the client to reload the invoice page or close and reopen the invoice link before trying to pay again. You only need to re-send the invoice if the client cannot find the original invoice link or needs a new copy of the invoice email.

For more detailed steps, see How To Update Contact Details for Invoices

Issue: Invoice Shows a Loading Message But Does Not Process

In some cases, an invoice may continue to display a loading message when the client tries to submit payment. If the invoice does not move forward and no standard payment error appears, review the contact name connected to the invoice.

This can happen if the contact name includes an apostrophe, such as O'Brien or D'Angelo.

To resolve this issue, update the contact name on the invoice and remove the apostrophe from the name. For example, change O'Brien to OBrien.

After you save the updated contact information, ask the client to reload the invoice page or close and reopen the invoice link before trying to pay again. You only need to re-send the invoice if the client cannot find the original invoice link or needs a new copy of the invoice email.

For more detailed steps, see How To Update Contact Details for Invoices

How to Update Contact Information on an Invoice

Use these steps when you need to update the client’s billing details, shipping details, or contact name on an invoice. This can help resolve payment errors caused by missing billing information, incomplete address details, or unsupported characters in the contact name.

STEP ONE

Log in to your PhotoBiz account and click QUOTES & INVOICES in the left-side menu.

This opens the Quotes & Invoices section of your account.

STEP TWO

At the top center of the control panel, click the INVOICES tab.

This displays the invoices in your account.

STEP THREE

Click the Invoice Number for the invoice you want to update.

This opens the invoice details screen.

STEP FOUR

In the upper-right corner of the invoice screen, click EDIT.

This opens the invoice editing panel.

STEP FIVE

When the right-side panel opens, click the CONTACT tab.

This displays the contact information connected to the invoice.

STEP SIX

Click the PENCIL icon in the right-side panel to edit the contact information.

This allows you to update the client’s name, billing information, and shipping information.

STEP SEVEN

Update the contact information as needed, then click SAVE CHANGES.

If you are troubleshooting a payment error, make sure the billing information includes the required address details, such as the street address, city, state, zip code, and country. If you are troubleshooting a loading issue, remove any apostrophes from the contact name.

Your updated contact details will appear in the right-side panel and update on the invoice preview.

FINAL STEP

Close the right-side panel and ask your client to refresh the invoice before trying to pay again.

If the client already has the invoice open in their browser, they should reload the page. If they have closed the invoice, they can reopen it from the invoice link they already received.

You only need to re-send the invoice if the client needs another copy of the invoice email or cannot find the original invoice link.

Important: Refresh the Invoice Before Retrying Payment

After you update an invoice, the client must refresh the invoice before attempting payment again.

If the invoice is already open in their browser, they should reload the page. If they have closed the invoice, they should reopen the invoice from the link they already received.

This allows the updated billing information, sales tax settings, contact name, or payment settings to load before the client submits payment. This step is important because a client may still be viewing the older version of the invoice if it was open before you saved your changes.

Additional Options or Helpful Notes

Invoice payment issues are often caused by missing or incomplete billing details. Before contacting PhotoBiz Support, review the invoice and confirm the required settings are complete.

Check the following items when troubleshooting an invoice:

  • Confirm the client’s billing address is complete.
  • Confirm the client’s state and country are included.
  • Confirm the client’s zip code is included when required.
  • Confirm the sales tax rate has been added in the ECommerce Dashboard.
  • Confirm the item on the invoice is marked as taxable if sales tax should be collected.
  • Check whether the contact name includes an apostrophe if the invoice keeps loading but does not process.
  • Save the invoice after making changes.
  • Ask the client to reload the invoice or close and reopen it before trying to pay again.
  • Re-send the invoice only if the client needs another copy of the invoice email or cannot find the original invoice link.

Some payment processors and card issuers require a valid billing address to approve a transaction. Including complete billing information helps prevent failed payments due to address verification mismatches.

Changes made to the invoice contact information will also update the associated contact record in your PhotoBiz Contacts section.

If your client is still unable to pay after you update the invoice and they refresh it, ask them for the exact error message they are seeing. If the invoice does not show an error but continues loading, note that behavior when contacting PhotoBiz Support. This helps the Support Team review the issue more quickly.

Troubleshooting or FAQs

Why is sales tax not showing on my invoice?

Sales tax may not appear if a sales tax rate has not been added in the ECommerce Dashboard, the item on the invoice is not marked as taxable, or the client’s address information is incomplete.

Where do I manage sales tax settings?

You can manage sales tax settings in the ECommerce Dashboard. Log in to PhotoBiz, click ECOMMERCE, hover over PAYMENT, then click TAXES.

Why does the client’s billing address matter?

Billing details may be required by the payment processor to validate the payment. Missing state, zip code, or country information can prevent the payment from processing.

Why does the invoice keep loading when my client tries to pay?

If the invoice continues loading but does not process, check the contact name on the invoice. An apostrophe in the contact name, such as O'Brien, may prevent the invoice from processing correctly. Remove the apostrophe, save the contact information, and ask the client to reload or reopen the invoice before trying again.

Do I need to re-send the invoice after updating billing details?

Not always. If the client already has the invoice link, they can reload the invoice page or close and reopen the invoice link to view the updated version.

You only need to re-send the invoice if the client needs another copy of the invoice email or cannot find the original invoice link.

Does the client need to refresh the invoice after I update it?

Yes. The client should reload the invoice page or close and reopen the invoice before trying to pay again. This ensures the updated invoice details are loaded before payment.

Will updating invoice contact details update the main contact record?

Yes. Changes made to the invoice contact information will also update the associated contact record in your PhotoBiz Contacts section.

What should I do if my client still receives an error?

Confirm that all required billing fields are complete and saved. Then ask the client to reload the invoice or close and reopen it before attempting payment again. If the error continues, contact PhotoBiz Support with the invoice number, client name, and exact error message.

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