Table of contents
1. Clients
1.a Can I add 2 contacts with same email?
Cone doesn't support 2 contacts having same email. What you can do instead is link existing contact with the email to the second client
2. Proposals
2.a I sent a proposal to my client. When they clicked on the link it wouldn't open to be able to view it
If your client is experiencing issues with opening a proposal link, it might be due to browser filtering options or a spam filter on their end
Here are few steps your client can take to troubleshoot the issues
Attempting to open the link with a different web browser, or clearing the cache and cookies of the current browser might help
Some corporate firewalls or security software may prevent external links from opening. If possible and safe, temporarily disable these settings or whitelist our site to allow access
Copy and pasting the proposal link directly into a browser’s address bar can often bypass restrictions that prevent link access
2.b My client has already signed a proposal. Now, I want to make some changes to existing services. How can I do this?
You can manage the services for a signed proposal as described here
2.c I have sent a proposal to my client. I want to make some changes now, how can I do this?
To edit a sent proposal, you will have to recall the proposal, make edits and send the proposal again. Your client won't be able to access the proposal once it's recalled. Recall and edit option is available in the proposal listing page
2.d My invoice is marked as paid, but I haven't received any funds into my account. What's going on?
If an invoice in Cone shows as Paid but the money hasn't appeared in your account, it's usually due to processing times by your payment processor (like Stripe or GoCardless). Cone immediately updates the invoice status when payment is made, but we do not hold your funds
Why the delay?
Processing time: Payment providers need some time to transfer the funds to your account. This process isn’t instant
First transaction takes longer: Initial payments from a new client might face extra bank checks, extending the wait time
2.e Is there a way to add a service and list the details but not add it to the price, like an estimate?
Cone currently doesn't support estimates
3. Settings
3.a Does Cone support multiple currencies?
Cone supports single currency across the platform
3.b How can I change the currency associated with my account?
Please send us a message using support chat and we will update this for you
4. Invoicing
4.a I had client sign the proposal, but payment wasn't collected automatically. What's going on?
If a client has signed a proposal but the payment hasn't been automatically processed, there could be a few reasons to consider. Let’s address each possible cause:
Invoice default status is not Open
There are 2 statuses for invoicing in Cone: Draft and Open
If you choose default invoice status is Draft, it will be created in Draft state which can be edited and you have to finalize the invoice to be sent to client
If your default invoice status is Open, then invoice will be created in finalized state, which can't be edited. If there's auto charge configured, payment will be automatically collected
You can learn more about invoice statuses here
For an invoice to be auto-charged, default invoicing status should be Open. You can view and update this like below
No service billed on acceptance
If the signed proposal doesn’t include a service or item set to be billed upon acceptance, no automatic payment will be sought
Review the proposal to ensure it includes billable services upon acceptance, enabling auto-charging upon client agreement
Not subscribed to the growth plan
Auto-charging for payments is a feature exclusive to users subscribed to Cone’s Growth plan. If you’re on a different plan, automatic payment collection upon proposal acceptance isn’t available
Consider upgrading to the
Growthplan to access auto-charging features among other advanced functionalities
GoCardless non-active mandates
For GoCardless users, an inactive or pending mandate can't be used for automatic processing. It has to be in
ActivestateOnce a mandate is created in Cone, it will be under
Pending Submission. It typically takes 2-3 days for GoCardless to review and approve a new mandate. Once approved, the mandate's status will switch toActiveCheck the status of the mandate in your GoCardless dashboard, ensure it's in
Activestatus
4.b Recurring invoice for a customer has automatically created as a DRAFT invoice - is there something I need to do to finalize them?
When invoices are automatically created in Cone, either with auto-invoicing option on services or from recurring rules, status is used from configured default invoice status. You can find more about this option here
4.c I don't want invoices to sync to my accounting software. I use another system that manages the invoices. How can I turn off syncing with accounting software?
You can turn off syncing invoices to accounting software at the account level or at a specific client level. Below is example with Xero integration
Below is the way to disable at the account level. This will apply to all the clients where default account settings are used. If this settings is overridden at any client, it won't be applied
4.d How to set up the auto charge option on the invoice?
You can do this as described here
4.e Invoice is not getting synced to accounting software, how can I get more details?
To get more details about why invoice didn't sync with accounting software, you can look at the activity log of the invoice. You can view this by clicking on any invoice and navigating to Recent activity section
4.f How do I resolve invoice not getting synced issues?
There could be various reasons why there was issue with syncing Cone invoice with accounting software. You can find more details about the activity as described here
Below are the resolution steps based on different scenarios:
4.f.i Invoice sync skipped
In the activity log, if you see a message indicating invoice sync skipped because client is not mapped, this means client in Cone isn't mapped to any customer in the accounting software. In this case, Cone doesn't know under which customer to sync invoice to and skips it. To resolve this, you have to map the client from client settings page
4.f.ii Account id not a valid one for this document
This usually means the tax rate and invoice account combination you are using at a line level are not compatible or payments is not enabled on the invoice account you are using
In the former case, you will have to update to the right combination of tax and invoice account
In the latter case, you will have to enable payments for the invoice account. In case of Xero, you can do this as described here
4.g How are the invoice numbers generated?
If no accounting integration, invoices numbers are generated by Cone. Seq number is:
- unique prefix for each client, followed by a 3 digit sequenrtial number
If on accounting integration
Xero
Cone will alway take invoice number from Xero, unless there's an issue with accounting sync. When invoice gets synced with Xero, we update the number from Xero
QBO
If "custom transaction numbers" feature on in QBO, then QBO doesn't generate any invoice number, Cone generates it. In this case, QBO invoice numbers will be empty
4.h How does invoice scheduling work?
4.i How does invoice syncing to accounting software work?
5. Payments
5.a I specified auto-charging to collect payments automatically for an invoice. But, I don't see invoice being auto charged. What do I need to do?
You can refer to the activity log on the invoice to get more information about issue with payment
5.b I am using existing Stripe account in Australia. I see an error that my account doesn't support amounts greater than $1,500.00 AUD. What can I do here?
You might see an error like below from Stripe in such case
The provided PaymentMethod can't be used with this PaymentIntent: Your account currently does not support payment amounts greater than $1,500.00 AUD for the type au_becs_debit. The amount given was $1,595.00 AUD. Please contact Stripe support if you'd like to increase this limit
In such a case, you will have to contact Stripe Support with your request to increase the limit for BECS Direct Debit
5.c Once the payment is collected, will the reconciliation with accounting software occur automatically?
Reconciliation with accounting software isn't automatically done by Cone yet. It has to be done manually
5.d How do I know if payment for an invoice will be automatically collected?
In the invoices page, if an invoice is specified to be automatically collected, it's indicated by Auto charge icon as shown below
5.e I see a payment status has failed. What should I do now?
5.f I am seeing an error when generating client payment portal link. How do I fix it?
I am seeing error like below when trying to generate customer portal payment link in Cone
To fix this, you have to enable client portal in your Stripe account here. It should show something like below where it says Customer portal link is Active
6. Subscriptions and plans
6.a How can I get a copy of my monthly invoice?
You can view all your invoices by clicking on View invoices in Subscription page under Settings
