Troubleshooting: Member Can’t See Invoices or Payment Section in the App

Why This Happens (Root Cause)

Billing visibility requires permissions in both systems:

Yardi Kube – controls all billing data and member payment records.
Your Studio app (Lane) – controls what members can view in the app.

If a member’s billing or invoice permissions are missing in either system, they will be unable to view payment details in the app.
⚠️ These systems do not communicate directly — permissions must be updated separately in each.

Common Symptoms

“I can’t see my invoices in the app.”
“The payment section is missing.”
“It says I don’t have access to billing.”
“I only see my bookings but not invoices.”

How to Fix It (Action Steps)

Step 1 — Confirm context and gather details

Before making changes, ask the member:

Did you receive any error messages or screenshots?
Are you using the New Studio App interface (not the old version of VTS)?
Why: Screenshots and app version help identify whether the issue is permission-related or UI-related.

Step 2 — Check billing access in Yardi Kube

Open Yardi Kube.
Search for the member using the search glass or navigate to their member profile.
Click the edit pencil at the top right of their essentials page.
Scroll down to Member Portal Roles.
Ensure that Billing is selected.
Why: This grants permission for the member’s company to view invoices generated in Kube.

Step 3 — Check billing access in Lane (Your Studio App)

Open Lane Admin Panel.
Search for the member’s name.
Select the member by clicking the left box next to their name.
Open the Teams dropdown.
Select Add Teams > Billing.
Click Save.
Why: This permission allows the member’s app profile to display invoice and payment sections sourced from Kube data.

If the Issue Persists

Confirm the member’s profile email matches exactly between Yardi Kube and Lane (case-sensitive). If there is any variation, the member will not be able to see invoices in the Your Studio app.
If permissions are correct but invoices still do not show, escalate to Technical Support for a sync verification.

Quick Summary

Root Cause: Missing billing visibility permissions in Yardi Kube and/or Lane.
Fix: Confirm and enable Billing permissions in both systems.
System Behavior: Yardi Kube and Lane manage billing visibility independently; both must grant access for invoices to appear in the app.

Troubleshooting: Member Can’t See Invoices or Payment Section in the App

A member reports they can’t view invoices or the payment section in the Your Studio App. They may say the section is missing, blank, or unavailable.