# My customer paid but the invoice is still open

Check the payment allocation because a bank match alone does not settle an invoice.

Canonical: https://demo.qixcount.com/help/fix-a-problem/customer-paid-invoice-still-open

Who can do this: Owners, or people with *View invoices* and *View all payments*

Where: Sales, then Payments received

You'll need: The invoice number and evidence of the received payment

The invoice balance follows payments allocated to it. A deposit in the bank feed or a match to an invoice does not record that payment.

## Find the payment allocation

1. Open **Sales**, then **Payments received**.
2. Find the payment using the customer, date and reference.
3. Open it and check **Applied to Invoices**.
4. Compare the allocation with the invoice number and remaining balance.

If no payment exists, use [Record a payment](https://demo.qixcount.com/help/invoicing/record-a-payment), which explains the access and approved-customer requirements. Recording needs *Record payments received*. Check the bank evidence first so you do not record the same money again.

## Check partial or unapplied money

A partial allocation leaves an invoice balance. A Stripe charge can create a payment showing **No invoices applied.**. Use [Match a Stripe payment to an invoice](https://demo.qixcount.com/help/integrations/match-a-stripe-payment) instead of recording another payment. In Nonprofit, a receipt can also contain unapplied money, and the payment form does not offer a later application workflow for an existing unapplied receipt. Ask support before creating another payment for the same receipt.

A journal entry does not create an invoice payment allocation. If the ledger was already adjusted, agree the correction with your accountant before recording a payment as well.

If the correct active allocation exists but the balance remains wrong, contact support with both record numbers, amounts and statuses.