Frequently Asked Questions
Where should I start if I'm new to the SAFE Billing Platform?
Start with Getting Started. It covers the basics and walks you through setup step by step.
Why can't I see every option shown in the documentation?
The options you see depend on your modules and permissions. If something is missing, ask your administrator to check your access.
How do I quickly find a feature or guide?
Use the Search page, or browse the main sections such as Customer Management, Billing & Invoicing, and Payments.
Do I need to read everything before using the platform?
No. Use the section that matches the task you are doing now. For example, use Pricing & Tariffs when setting charges, then Billing & Invoicing when running billing.
Which integrations are available?
The Integrations section covers supported services including Xero, GoCardless, and Stripe, with guides on how to set them up.
Are third-party integration costs included?
Usually not. Third-party providers often have their own contracts and fees. Check Integrations for details before you get started.
How do I get API access?
Log in with 2FA enabled, then generate an API key from within the platform. See API Reference for the full process.
How do I charge extra for customers who don't pay by Direct Debit?
Set a manual billing fee on each payment method, then select Manual Billing Fee in the customer’s Account Flags. The charge stops on its own when they switch to a method with no fee. Check the rules on how much you can charge first, as payment fees are regulated.
How do I add a recurring fee such as a paper billing charge?
Add it as a customer-level feature. See Charging an Account-Level Fee. For one-off charges that you cannot predict, such as a failed payment fee, add a transaction to the customer’s Unsent invoice instead.
How do I cancel or delete an invoice?
If you have not sent it, back it out: unapprove it, clear its transactions, then delete it. If the customer already has it, do not delete it. Refund the transactions or raise a credit note instead.
How do I download all my invoices at once?
Use the invoice bundles in Disaster Recovery Files, from the main menu > Advanced tab. The platform builds daily, weekly and monthly bundles of every bill automatically. It can also copy them to your own storage, such as Amazon S3 or Google Drive.
Where should I go for support questions or issues?
Start with Support & Ticketing. If you still need help, use the Contact page.
How often is documentation updated?
We update documentation as features change. Check the Changelog for the latest additions.