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# What to do if a family member cannot view active invoices, receipts, or pro-forma

**1. Check the invoice recipients**

• Access **Administration → Sales**, in the **Issued or Pro-Forma** tab

• Click on the **Recipients** button of the reported invoice, receipt, or pro-forma.

• Check if the family member who reported the issue is included in the list of recipients.

**Note:** It is common for a family member to log in with the spouse's credentials. Therefore, it is good practice to always include both parents as recipients of the invoices.

**2. Ensure that future documents include both parents**

• Go to the **student tab** and then to the **family member tab**.

• If you generate invoices through packages, access the package settings:

• Edit the package.

• Ensure that, in the **Send to** section, all family members who need to receive the invoices are included.

**3. Check where the family member is looking for invoices, receipts, or pro-forma**

• **Ask the family member** where they are looking for the invoices:

• If they are using the app: the invoices are found in the **Invoices** menu and not in **Documents**.

• If they access via the web: the invoices are in the **Documents → Administration → Invoices** menu.

• Explain to them where to look correctly.

**4. Procedure to expedite resolution**

• Always ask the family member:

• **With which account are they logging in**.

• **Where are they looking for the invoice** (app or web).

• Follow this guide to quickly resolve the situation.

**5. Support**

• If you have any doubts or issues, contact technical support for assistance.