Invoices and payment failures

Tidehawk bills through Stripe. Invoices live in Stripe and are surfaced on your Billing page.

Before you start

You must be an owner or an admin to open the billing portal.
Invoices only exist once you have subscribed. During the trial the page says invoices will appear once you subscribe.

Find your invoices

Open Billing.
Scroll to Recent invoices.

The five most recent invoices are listed with the month, the amount in pounds, and whether they are paid or open. Select PDF next to an invoice to open the hosted copy in Stripe, which is the version to send to your accounts team.

For older invoices, select View all in Stripe →. That takes you to the Stripe billing portal, which holds your full history.

VAT

Prices are ex-VAT. UK VAT at 20% is added at checkout through Stripe Tax, and the invoice PDF shows the VAT line. EU business customers who entered a valid VAT identification number at checkout are reverse-charged.

If your VAT number or billing address was wrong at checkout, correct it in the Stripe portal so future invoices are right.

Update your card

Open Billing.
Select Manage subscription.
Update the payment method in Stripe.

When a payment fails

Stripe attempts the charge and, if it fails, your subscription status becomes Past due. Tidehawk does three things:

Shows an amber banner on the Billing page reading “Payment past due — please update your payment method to avoid service interruption”, with an Update payment → button.
Emails the workspace owners about the failed payment.
Emails again on each subsequent failed attempt, because Stripe retries the same invoice over several days.

Your workspace keeps working while the status is past due. Nothing is deleted at this stage.

Fixing it

Select Update payment → on the banner, or Manage subscription.
Enter a working card in Stripe.
Let Stripe retry, or pay the open invoice directly from the portal.

When the payment succeeds the status returns to active on its own. You do not need to contact support.

Payment card data

Tidehawk never sees or stores your card number. Card details are entered in Stripe’s own checkout and portal pages and held by Stripe. Tidehawk stores only the customer and subscription identifiers, your plan and your status.

Getting help

If an invoice looks wrong, email support@tidehawk.co with the invoice number from the PDF and what you expected to be charged. If your founder discount is missing from an invoice, see Founder pricing.