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I paid my Smoobu invoice by bank transfer: when does it count as paid?

  • Updated

A bank transfer can take up to 7 business days to reach Smoobu and be booked against your invoice, depending on your bank. There is no fixed time. Until then the invoice still shows as open in your account, and that is normal. Once the payment is booked, the invoice status updates by itself: you do not need to send anything. If more than 7 business days have passed and the invoice is still open, send Smoobu's Accounting team a proof of transfer that shows the transaction number, and they trace it.

First, check

  • Open your invoices: click your profile icon at the top right, then Manage Account, then Click here to access Smoobu invoices. The page Your Smoobu Invoices lists every invoice with its status. See Where do I find my Smoobu invoices (and when do I pay)? for the page itself.
  • Bank transfer is a payment method for new subscriptions of hosts in Germany only. If you pay by card or direct debit, this article does not apply to you.
  • Count business days, not calendar days. Weekends and public holidays do not count, on your bank's side or on Smoobu's.
  • Check the reference you used. The transfer needs the invoice reference number so Smoobu can match it to your invoice. A transfer without it can still be booked, but it takes longer and may need your proof of transfer.

The invoice is still open a few days after the transfer

Nothing is wrong yet. Bank transfers are booked by hand on Smoobu's side once the money arrives, and banks pass them on at different speeds, so up to 7 business days is the normal window. Your account stays fully usable while you wait: Smoobu does not block an account the moment an invoice is open, only when it stays unpaid past the grace period (Why is my account blocked (and how do I unblock it)?). Keep the transfer confirmation from your bank in case you need it later.

More than 7 business days have passed and the invoice is still open

Send the Accounting team a proof of transfer: the confirmation or statement line from your bank that shows the date, the amount and the transaction number, with the number clearly readable. Many banks label it TXN on the transfer PDF. The transaction number is what lets Accounting find your payment among all incoming transfers; a screenshot that hides it cannot be traced. Include your invoice number in the message. Accounting then books the payment against the invoice and confirms it to you.

You paid the invoice on its due date

Pay a bank-transfer invoice within 10 days of the invoice date, and count on up to 7 business days on top for the booking. A transfer made on the last day arrives after the due date, but it does not cost you your account: the grace period before a block is 30 days from the invoice date for a first unpaid invoice and 60 days for later ones, so a transfer that is on its way is booked long before that. If you see a payment reminder in the meantime, it was sent before the money was booked; you can ignore it if your transfer is confirmed by your bank.

Your account was blocked before the transfer was booked

If the invoice went past the grace period and your account is blocked, send the Accounting team your proof of transfer. They can unblock your account by hand, so you have access again while the payment is processed. The Accounting team works Monday to Friday. If you write on a weekend, you may not have access to your account until they reply, but your channel connections and your data stay intact.

Check it's fixed

The invoice shows PAID in green on the Your Smoobu Invoices page, and no reminder follows. If the account had been blocked for that invoice, it is usable again once the payment is booked or the Accounting team has unblocked it.

Still stuck?

Billing, subscription, invoice, VAT, and cancellation questions go to Smoobu's Accounting team, which is separate from general Support. Email them at accounting@smoobu.com. To get the fastest answer, please include:

  • Your Smoobu User ID (in the profile-icon menu, top right).
  • The invoice number, if it's about a specific invoice.
  • A short description of what you expected and what actually happened.

The reply target is 5 working days.

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