Time not appearing in Invoicing
Check “Bill on complete” and unapproved time
- Go to Service Desk > Service Ticket Search and open the ticket.
- Select the Finance tab.
- If Bill this ticket only after it has been closed is selected, the time won’t flow to invoicing until you close the ticket — or clear that checkbox.
- If the time still doesn’t appear, check whether Bill unapproved time and expenses is selected. If it isn’t, any unapproved time is held back. Either approve the time or select that checkbox to let it through.
Check whether the time is posted against an agreement
- Go to Finance > Agreements and open the agreement.
- Select the Time tab and open the relevant time record.
- Check the App Hrs column. If it equals the hours on the record, the time is covered by the agreement.
- In the Defaults section of the Agreement tab, confirm that Invoice Customer? is selected next to Bill Time?. If it isn’t, covered time won’t reach the Invoicing screen.
- To generate a $0 invoice for covered time, select the Products, Time, and Expenses checkboxes under Show covered items on Standard Invoice and make sure the drop-down is set to billable. Save the agreement, then return to Invoicing.
Check whether time is against your internal company
Items entered against your internal company (set in My Company > Owner Tab) never appear in the Invoice Wizard — this is by design. ConnectWise writes them off automatically during the nightly batch job.
Zero invoice hours, not on an agreement
Time entries with 0.00 invoice hours that aren’t tied to an agreement stay in Open or Ready to Bill status indefinitely. They won’t flow to invoicing. The nightly batch writes them off and sets their status to Written Off.
Old time entries suddenly appearing in Invoicing
Three scenarios cause a batch of historical time to resurface:
Scenario 1 — Work role or work type excluded after the fact
An agreement was set up with covered time not appearing on invoices. Later, specific work roles or work types were excluded from the agreement. ConnectWise resets all matching historical time entries to billable during the nightly batch job.
Scenario 2 — Invoice Customer checkbox enabled retrospectively
An agreement was set up without Invoice Customer selected. Selecting Products, Time, and Expenses under Show covered items on Standard Invoice retroactively pushes all covered time to the Invoicing screen. Expect a large batch of $0 invoice items. This also runs as part of the nightly batch.
Scenario 3 — Unbundled child tickets
A bundled child ticket bills according to the parent’s finance settings. If the parent is set to bill only when closed and is never closed, the child’s time stays locked. When the child is eventually unbundled, all that held time appears in the Invoice Wizard at once.
Bill-To override not applied
The Override Bill-To Information setting on the Finance tab of a service ticket only applies when the ticket is set to bill separately.
Note: Child tickets don’t inherit the parent’s financial settings if either ticket is fixed-fee or if the tickets belong to different companies.
Time shows “Ready to Bill” after invoice is deleted
Deleting an invoice sets the associated time back to Ready to Bill rather than Open. To correct this, submit and reverse the timesheet associated with those entries.
”The invoice is open in your 32-bit PDF reader”
This pop-up appears when printing an invoice with a 32-bit PDF reader installed. Close the dialog to continue. To stop seeing it, install a 64-bit PDF reader.
Error: Invoice number already exists
Invoice numbers can only be used once. This error appears when you manually enter a number that has been used before.
Option 1 — Use the next available number. Find the current sequence in Invoice Search and enter the next number in order.
Option 2 — Reassign the existing invoice number. Open the conflicting invoice in Invoice Search, change its number to something else, then reuse the original number on your new invoice.
No Charge time entries appearing in Invoicing
No Charge means the line appears on the invoice with a $0 amount — it’s intentionally visible. If you don’t want the entry to appear at all, mark it as Do Not Bill instead.
Invoices not clearing from Invoice Batch Emailing after sending
Once an invoice has been batched to your accounting package, its billing status is locked and can’t be edited. Batch to accounting only after you’ve sent the invoices to clients via Invoice Batch Emailing — not before.