Issue

Customers reported not receiving invoice emails or payment receipts despite receiving previous email notifications successfully.

Root Cause

Upon reviewing the affected invoice and its associated billing run, the following setting was identified:

"Do not email if Auto-Pay is on with payment method on file" = True

When enabled, this setting suppresses invoice email notifications for customers who have Auto-Pay enabled with a payment method on file.

Expected Behavior

• Setting = True: Invoice emails are suppressed when Auto-Pay is enabled and a payment method is on file.
• Setting = False: Invoice emails are not suppressed by this setting, subject to other email configurations.
• Auto-Pay disabled or no payment method on file: This suppression condition does not apply.

Resolution

1. Navigate to the relevant billing run and review its email notification settings.
2. Locate "Do not email if Auto-Pay is on with payment method on file."
3. Set the option to False if invoice emails should also be sent to customers with Auto-Pay enabled.
4. Verify the email notification settings for subsequent billing runs.

Conclusion

Missing invoice emails may result from the Auto-Pay email suppression setting rather than an email delivery failure.

This configuration explains the identified invoice behavior but does not establish whether other reported delivery issues are isolated or system-wide.