Manual

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No invoices visible or download fails

You open “Invoices” in the customer portal but see no invoices – or the PDF download of an invoice fails. This article lists the possible causes and explains what you can do in each case.

Step by step

  1. In the menu on the left, open “Invoices”.
  2. Check what is shown:
    • The note “No invoices available yet.” – there are no invoices for you in the displayed time range (see Good to know).
    • The message “You do not have permission to view invoices.” – your access lacks the permission to view invoices.
    • The message “Invoices are not available for your account.” – your account is excluded from the invoice view (for example a test or special-contract account).
  3. If the download of a single invoice fails, the message “Invoice not found or not yet available.” appears at the top. Please try again after a short while.
  4. If the problem persists, contact customer service – through the chat in the customer portal or by email. Where possible, have the invoice number ready.

Good to know

  • Time range: the overview shows your invoices from the last 12 months. If your most recent invoice is older than that, the list stays empty – this is not an error. For an older invoice, please contact customer service.
  • Permission: whether you see the invoices depends on your access’s permission. An additional access without this permission gets the message “You do not have permission to view invoices.”. The main access or a manager access can adjust the permission.
  • Test and special-contract accounts: for certain accounts the invoice view is disabled. In that case the message “Invoices are not available for your account.” appears. This is intended; you then receive your invoices in the way agreed with you.
  • Download errors are often temporary: the message “Invoice not found or not yet available.” means that the PDF file could not be delivered at that moment – for example because it is still being generated. Trying again after a short while usually helps.
  • Browser: if the PDF does not load or a tab stays empty, check whether a pop-up blocker or a browser extension is preventing the download, and try again.

Frequently asked questions

Why do I see no invoices even though I am a customer? Usually it is the time range: the overview shows your invoices from the last 12 months. If there is no invoice within that range, “No invoices available yet.” appears. A missing permission or a test/special-contract account is also possible.

The message “You do not have permission to view invoices.” appears – what now? Your access lacks the permission to view invoices. The main access or a manager access of your company can enable it. If in doubt, customer service can help.

The message “Invoices are not available for your account.” appears – why? Your account is excluded from the invoice view in the customer portal, for example with test or special-contract accounts. You then receive your invoices in the agreed way; for questions, please contact customer service.

During download I see “Invoice not found or not yet available.” – what should I do? The PDF file could not be delivered at that moment. Please try again after a short while. If the message persists, contact customer service with the invoice number.

I am not signed in at all – can I still retrieve an invoice? There is a separate page for retrieving individual invoices without a login. How this works is described in Retrieving an invoice without signing in (German help center).

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