Question 1

How does VigilPay actually chase invoices?

Accepted Answer

When you add an invoice, VigilPay schedules 4 reminder emails around its due date. The default cadence is 5 days before, then 3, 14, and 30 days after. Fine-tune the timing in Settings once you're in. Each reminder is written in your voice from your reply-to email address, so replies come back to you directly. You can pause reminders any time, edit the wording, or send a manual one whenever you want.

Question 2

Do I need to give VigilPay my email password?

Accepted Answer

No. VigilPay sends reminders through our own email service (Resend). Your clients see the reminders come from your reply-to address, and any reply lands in your normal inbox. We never see or store your email password.

Question 3

Can I import my existing unpaid invoices?

Accepted Answer

Bulk import isn't in the app yet. For now, add them one at a time from the Invoices tab (either upload a PDF and let us parse it, or type the details in). If you have more than 20 to migrate, email hello@vigilpay.co.uk and we'll import them for you.

Question 4

Can I send the initial invoice through VigilPay too?

Accepted Answer

Yes. When you add an invoice with an uploaded PDF, VigilPay offers to send it to the client with a short cover email, written in either the warm or businesslike voice, matching the tone you use for reminders. This kicks off the reminder schedule automatically. If you have saved a payment link in Settings, under Business details, it is included in that first email, and you can switch on the Reminder templates toggle to include it in every follow-up too. You can also send it later from the invoice details if you skip the prompt.

Question 5

Can I change when the reminders go out?

Accepted Answer

Yes. Fine-tune the timing in Settings once you're in: open Reminders, then Advanced: customise timing, and set the number of days before or after the due date for each stage.

Question 6

Can I edit the wording of a reminder?

Accepted Answer

Yes. In Settings, under Reminder templates, pick a stage (pre-due, friendly, firm, or final) and switch its style to Custom. Your rewrite applies to every future send at that stage. The initial send has its own warm and businesslike wording, which follows the same tone choice. In a custom template you can use the {{paymentInstructions}} merge tag, which becomes your payment link if you have saved one, or a line pointing the client to the invoice if you have not. Please keep bank details out of template wording. For a one-off tweak, use "Send reminder now" on an invoice: you can edit the subject and body in the preview before it goes out.

Question 7

Are the templates just nice-sounding waffle?

Accepted Answer

No. Each template is built on research from the UK Behavioural Insights Team and HMRC on what actually gets invoices paid: personal history, social norms, specific dates, one clear next step. Full write-up on our methodology page.

Question 8

What if my client replies mid-chase?

Accepted Answer

Open the invoice and either mark it as paid (which stops all further reminders), pause reminders (if you've agreed a new date), or update the due date (which recalculates the schedule). VigilPay doesn't watch your inbox, so you'll need to tell it something changed.

Question 9

Can I send reminders in a language other than English?

Accepted Answer

Not yet. English UK only for now. Multi-language is on the roadmap once we know which languages our users need most.

Question 10

How do I know if a reminder actually landed?

Accepted Answer

Open the invoice. The reminder timeline shows every send with a status pill. Delivered (green) means Resend confirmed the email reached your client’s mail server. Sent (amber) means the email is on its way but not yet confirmed, usually only a minute or two. Bounced (red) means the address didn’t work, Marked as spam means the client flagged it, and Failed means something on our side went wrong. Queued means the reminder is about to go. If a client says they never got it, check the pill first.

Question 11

What happens if a client still doesn't pay after all 4 reminders?

Accepted Answer

VigilPay stops chasing and hands you the decision. 14 days after the final notice, the invoice moves to a Needs escalation group on your dashboard, and the invoice details show your options: Send one stronger legal notice referencing potential court action. File a claim through Money Claim Online on gov.uk, suitable for undisputed debts up to £100,000, with court fees from £35. Contact the Small Business Commissioner for late payment disputes with larger UK companies. Consider a debt collection agency. They typically take 5 to 15 percent of what they recover. Write the invoice off as bad debt. Mark it paid if it was settled offline. Nothing happens automatically. You choose.

Question 12

Do I need to add a card during the free trial?

Accepted Answer

Yes. Adding a card is how you start your free trial. You won't be charged for 30 days. On day 31 we'll charge your chosen plan (£10 for Essential or £25 for Pro) to that card and monthly from then on, unless you've cancelled. You can cancel any time from your account settings.

Question 13

What's the price after the trial?

Accepted Answer

From £10 a month. Essential is £10 a month for up to 30 invoices a month. Pro is £25 a month for unlimited invoices. Both include every feature, with no per-user fees. See pricing for the full comparison.

Question 14

What counts as an invoice?

Accepted Answer

Each unique invoice created counts once, regardless of how many reminders it triggers.

Question 15

Does the invoice count reset each month?

Accepted Answer

Yes, on your billing period start date.

Question 16

What happens after 30 invoices on Essential?

Accepted Answer

You can upgrade to Pro to add more invoices that month, or wait until your next billing period.

Question 17

Can I switch plans mid-month?

Accepted Answer

Yes, changes are prorated via Stripe.

Question 18

Is there an annual plan?

Accepted Answer

Not yet - coming soon.

Question 19

Can I get a refund if I change my mind?

Accepted Answer

No. We don't offer refunds. Your 30-day free trial is there so you can test everything without paying. Once you're on a paid month, cancelling stops future charges but the current month runs to its end date. You keep full access during that time.

Question 20

Do you charge VAT?

Accepted Answer

Yes where applicable. The exact amount appears on your Stripe invoice.

Question 21

What payment methods do you accept?

Accepted Answer

All major debit and credit cards via Stripe. Direct Debit is coming soon.

Question 22

Can I invite my accountant or a colleague?

Accepted Answer

Yes. Go to your Account page, open Team, and choose Invite member. Two roles: Member can see invoices and clients and mark payments, can't manage billing or invite others. Admin can do everything except transfer ownership. They'll get an email invite and set up their own login.

Question 23

How many team members can I have?

Accepted Answer

No limit, and no extra charge. Your plan covers your whole team.

Question 24

What happens if the owner leaves?

Accepted Answer

Owner rights can be transferred to any Admin. Message us at hello@vigilpay.co.uk and we'll arrange it.

Question 25

Where is my data stored?

Accepted Answer

On Supabase in EU (Ireland). Reminders are sent through Resend (USA) and invoice files are parsed by Anthropic's Claude (USA). Full sub-processor list and international transfer safeguards are on our policies page.

Question 26

Do you sell my data or my clients' data?

Accepted Answer

No. We don't share it with advertisers, we don't train AI on it, and we don't sell it to anyone. We only use it to run the service you signed up for.

Question 27

Can I export my data?

Accepted Answer

Yes, any time from Settings. You'll get a CSV of your invoices and clients, plus copies of any uploaded files.

Question 28

What happens to my data if I cancel?

Accepted Answer

It stays available for 30 days so you can export it, then it's deleted, except invoice records we're legally required to keep for HMRC purposes.

Question 29

How do I delete my account?

Accepted Answer

In Settings, scroll to the bottom and use the Delete workspace section. You'll need to type your workspace name to confirm. Everything gets removed immediately: invoices, clients, reminder history, uploaded files. Your Stripe subscription cancels at the same time. If you'd rather someone else did it or you have questions first, email hello@vigilpay.co.uk .

Question 30

What happens to invoices I upload to VigilPay?

Accepted Answer

When you upload an invoice, we read it once to fill in your form: the client, the invoice number, the amount, the currency and the dates. That is all we take from it, and you review everything before it is saved. We deliberately ignore payment details. Bank account numbers, sort codes, IBANs, SWIFT or BIC codes and card details are never extracted or stored as data by us. We keep the original file exactly as you uploaded it while the invoice is active, so we can attach it to your reminders. That way your client sees your invoice, with your own payment instructions on it, rather than a reminder with nothing attached. We delete the PDF 10 days after you mark it paid, or 10 days after you mark it as written off or settled outside VigilPay. If an invoice is left untouched for 90 days, with no reminders sent, no status changes and no views, we'll delete the PDF too so it doesn't linger. Drafts get 30 days before we clean up. You can also delete the file yourself at any time from the invoice, using the Delete file button.

Question 31

Is VigilPay GDPR compliant?

Accepted Answer

Yes. Full privacy policy on our policies page, and we're registered with the ICO.

Frequently asked questions

Getting started

Reminders

Billing and trial

Team and access

Data and privacy

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