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Why does my invoice show a Balance Forward for a payment I already sent?

If you're a dual bill customer who pays your Altus Power Community Solar invoice by check and your most recent statement shows a Balance Forward, this is usually nothing to worry about. In most cases it simply means your check is still in transit or hasn't finished processing yet.

Checks take time to reach us and post to your account. If a new invoice is generated before your previous check has finished processing, that invoice can show a Balance Forward — even though you've already mailed your payment. Once your check posts, the balance is applied automatically. If you've already sent your payment, no action is needed.

What you should do: 

  • If you've already mailed your payment for the prior period: No action is needed. Your check will be applied once it finishes processing, and the Balance Forward will clear on its own. There's no need to send payment again — doing so may result in an overpayment or a credit on your account.

  • If significant time has passed and the balance still hasn't cleared: If it's been well beyond a normal mailing and processing window and your payment still isn't reflected, please reach out to us so we can look into it.

A note about your online account

Your online account reflects payments that have been processed and posted. Because checks take time to process, a recently mailed check may not yet appear online either. If your online statement still shows a Balance Forward shortly after mailing a check, that's expected — it will update once the payment posts.

How to prevent an erroneous Balance Forward:

  • Mail early. Sending your check well ahead of your due date gives it time to post before your next invoice generates.
  • Consider paying online. Card and electronic payments post much faster than mailed checks, which removes the timing gap entirely. 
  • Keep your own record. Noting the date you mailed each check makes it easy to tell at a glance whether a Balance Forward is simply a payment in transit.

Still have questions?

If your balance doesn't clear after a reasonable processing period, or if anything on your statement looks off, contact our support team at hello@altuspower.com and we'll be glad to help.