Billing & payments

Two different money surfaces live under Administrative, and it’s worth keeping them straight:

• Billing — your firm’s own account billing, run on the card your firm keeps on file.
• Filing payments — the bank (ACH) setup you use to pay USCIS filing fees on your clients’ filings.

Most trouble is a stale card on one of them, or filing payments not being set up yet.

”My firm’s card was declined”

What you saw: a notice that your firm’s payment didn’t go through, or a charge failed on the billing page.

What it means: the card on file expired, hit a limit, or the bank blocked a recurring charge.

What to do:

1. Open Administrative → Billing → payment method and save a current card.
2. Retry the charge from the same page.
3. If the card is good but keeps declining, call your bank — banks sometimes block recurring business charges as suspicious.

”I can’t pay a USCIS filing fee”

What you saw: you went to pay a client’s USCIS filing fee and there was no way to complete the payment.

What it means: filing payments (the ACH bank connection used for USCIS fees) haven’t been set up yet, or the linked account needs re-verifying.

What to do:

1. Open Administrative → Filing payments.
2. Connect and verify the firm’s bank account for ACH.
3. Once it’s verified, return to the filing and pay the USCIS fee.

Filing payments and billing are separate

Your firm’s Billing card runs your account. Filing payments (ACH) is a separate bank connection used only to pay USCIS filing fees on client filings. Setting up one doesn’t set up the other — configure both under Administrative.

”A filing payment didn’t go through”

What you saw: you submitted a USCIS filing-fee payment and it didn’t clear.

What it means: ACH transfers take longer to settle than a card, and a payment can fail on insufficient funds or a verification that hasn’t completed.

What to do:

1. Confirm the bank account under Administrative → Filing payments is verified, not just linked.
2. Confirm the account has funds available for the fee.
3. Retry the payment. If it fails again, open a Help & support ticket with the client and the filing.

”A charge on my firm’s billing looks wrong”

What you saw: a line on your firm’s billing page you don’t recognize or that seems off.

What it means: it may be for work or add-ons run during the period — or a genuine discrepancy worth a second look.

What to do:

1. Open Administrative → Billing and review the itemized charges for the period.
2. Cross-check against the jobs and add-ons your firm ran.
3. If it still doesn’t reconcile, open a Help & support ticket with the charge and the period.

Keep the card current before the cycle

The simplest way to avoid a billing interruption is to update the card under Administrative → Billing as soon as it’s reissued or renewed — before the next cycle runs, not after a decline notice.

Handle in-app vs. open a ticket

• Card declined — save a current card under Administrative → Billing and retry.
• Can’t pay a USCIS fee — set up or re-verify Filing payments (ACH).
• A charge you can’t reconcile — review the itemized billing, then open a Help & support ticket if it still doesn’t add up.