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Use reminder sequences to email customers before, on, or after an invoice’s due date. Each sequence defines an Audience, the Invoices to include, and the Emails to send. Reminders ask customers to settle an outstanding balance. They are separate from automatic payment retries and payment method fallback, which attempt to collect payment, and from payment failure notifications.

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Configure a reminder sequence

  1. Go to Invoicing > Reminders.
  2. Open an existing sequence or click New sequence.
  3. Enter a Name and, optionally, a Description.
  4. Configure Audience, Invoices, and Emails as described below.
  5. Click Save changes and check that the sequence is Active. For an inactive sequence, use Actions > Activate.
The default sequence starts inactive, with reminders seven days before the due date, one day after, and seven days after. Its initial copy follows the default invoicing entity’s language where supported, with English as the fallback. Review the audience and email content before activating it.

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Audience

Choose which customers the sequence applies to. Matching the audience does not mean every invoice is eligible: the invoice must also meet the conditions in Invoices.
  • Segment: select an existing customer segment, or create one. Eligibility follows the customer’s segment membership as it changes.
  • Custom: filter by Customer language and custom properties. Select All to match any customer language. All configured custom property conditions must match.
The audience preview shows customer counts, not invoices scheduled for an email. A customer in the audience still needs reminders enabled to receive them. Hyperline selects one active sequence per customer. A matching segment sequence takes priority over custom audiences. If several segment sequences match, the oldest sequence takes priority. For custom audiences, Hyperline prioritizes the customer’s language over All, then audiences with more custom property conditions. Use distinct audiences to keep the selection predictable.
Language filtering selects customers; it does not translate the subject or body you write. Create separate sequences with the appropriate copy for each language.

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Invoices

By default, reminders apply to unpaid or partially paid invoices that have:
  • No payment method assigned.
  • A bank transfer payment method.
  • An automatic payment method, such as a card or direct debit, marked as errored or expired.
An invoice in error is different from an invoice whose payment method is errored or expired. The former requires the option below; the latter is already included when the invoice is awaiting payment or partially paid.

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Include invoices with payment issues

Turn on Include invoices with payment issues in the Invoices section to also include:
  • Invoices in error after payment collection fails.
  • Unpaid or partially paid invoices with a completed chargeback.
This option is off by default and applies only to that sequence. It also changes how its reminders wait for collection and catch up after a delay:
  • Wait for automatic collection. Hyperline defers reminders while a payment is pending, scheduled, or waiting to be processed, or while another automatic payment attempt remains possible. This includes a retry scheduled for later, even if no payment is currently pending.
  • Continue at the latest due step. Once the invoice is eligible, Hyperline sends the latest elapsed reminder on or after the due date. Hyperline skips earlier missed steps and does not repeat steps already sent. Hyperline sends at most one reminder per invoice per day.
  • Keep pre-due reminders on their scheduled day. Hyperline does not send a missed reminder from before the due date later.
Hyperline checks eligibility again before sending. If payment collection has restarted or the invoice no longer qualifies, the reminder is skipped. Enabling this option can include invoices already in error or with a completed chargeback. It does not restart the sequence from its first email, change payment methods, or initiate a payment attempt.

Example 💡

A sequence has reminders one, seven, and fourteen days after the due date. With Include invoices with payment issues enabled, automatic retries finish unsuccessfully on day nine. At the next daily check, Hyperline sends the day-seven step if the invoice is eligible and that step has not already been sent. It skips the missed day-one step. The day-fourteen step remains scheduled relative to the original due date.
With the option off, Hyperline sends reminders only on each step’s scheduled day. Hyperline does not send missed steps later.

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Other eligibility conditions

The invoice must have an outstanding balance. Paid, canceled, draft, deleted, or refunded invoices are excluded, as are invoices with a pending or completed payment reconciliation. Enabling Include invoices with payment issues does not automatically include imported invoices. If an imported invoice is missing from reminders, contact the team through the in-app chat to check its eligibility.

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Emails

  1. Click New email.
  2. Set Email trigger to the number of days Before due date, On due date, or After due date.
  3. Write the Subject and Body.
  4. Use Send test email to preview the content at an email address of your choice.
  5. Repeat for each step, then click Save changes.
Each trigger is relative to the invoice due date, not the previous email. Use a different trigger day for each step. Hyperline attaches the invoice PDF to reminders. Recipients come from the customer’s Invoice emails field; if none are set, Hyperline uses the customer’s main Email. See Invoice emails for recipient and sender configuration.
When including failed payments and chargebacks, review the email wording so it also suits those situations. For example, ask the customer to settle the outstanding balance rather than assuming they forgot to make a bank transfer.

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When reminders are sent

Hyperline checks reminder sequences daily at 6 AM UTC. Hyperline queues emails from that check, so delivery is not guaranteed at exactly 6 AM. Timing is based on the invoice due date, regardless of the hour the invoice was issued. Creating or activating a sequence does not send a reminder immediately. At the next check, Hyperline evaluates the current audience, invoice eligibility, and schedule. For sequences with Include invoices with payment issues enabled, the latest-due-step behavior also applies when the sequence is activated after a reminder date has passed.

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Pause a sequence or exclude a customer

To stop a sequence, open it and click Actions > Pause. Use Actions > Activate to resume it. Resuming follows the same schedule rules: exact-day reminders with the invoice option off, or the latest eligible due step with it on. Previously sent steps are not replayed. To exclude one customer from all reminder sequences:
  1. Go to Customers and open the customer.
  2. Click Edit.
  3. Turn off Send invoice emails reminders and save.
This customer setting controls reminder sequences separately from other invoice notifications.

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Track sent reminders

Open the invoice’s History to find reminder events. To inspect recipients, saved email content, delivery status, and delivery events, go to Audit logs > Email activity. See Sent emails and delivery history.

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Troubleshoot a missing reminder

Check the following before the next daily run:
  • Sequence: it is active, contains email steps, and has no broken audience filters, such as a deleted custom property.
  • Audience: the customer matches the intended sequence and has reminders enabled. A matching segment sequence may take priority over a custom audience.
  • Invoice: it has an outstanding balance and meets the conditions in Invoices. For an invoice in error or with a chargeback, enable Include invoices with payment issues on the sequence that actually matches the customer.
  • Collection: when that option is enabled, an in-progress payment or a remaining automatic attempt defers the reminder, including an attempt due later.
  • Schedule and history: a step is due and has not already been sent. Without the option, a missed date is skipped; with it, only the latest eligible elapsed step is considered.
  • Recipients: the customer has an invoice email address or a main email address.
If these checks do not explain the missing reminder, contact the team through the in-app chat with the invoice and sequence details.