Help & FAQ
Everything about how Duewell works — what it does on your behalf, what it deliberately doesn't, and what's included in the free plan.
Two invoices free, with the full escalation on one. No card, no trial.
Getting started
What does Duewell actually do?
You add an invoice a client hasn't paid — amount, due date, what the work was, who the client is. Duewell works out how overdue it is, picks the right escalation stage, and drafts the message for that stage. You read it, and you send it to your client yourself.
It also keeps watch on every unpaid invoice you've added and emails you when one is ready to escalate, so you don't have to remember.
Does Duewell email my client?
No. Never. Duewell drafts messages; you send them from your own email account, under your own name and address.
This is deliberate, not a missing feature. Chasing messages are relationship-sensitive and, at the later stages, legally weighted. A tool that auto-sends will eventually send a collections warning to a client who paid yesterday, agreed a payment plan last week, or is a friend you'd rather call. That damage isn't recoverable, and it isn't worth the few minutes it saves.
The only emails Duewell sends go to you — your escalation reminders and your account emails.
How do I send a message once it's drafted?
Copy it out of Duewell and send it from your own email client. Because it goes from your address, your client sees a message from you — with your reply-to, your signature, and your sending history with them. It also means you can edit anything before it goes, which you should: you know the relationship, Duewell doesn't.
Do I need to install anything?
No. Duewell runs in your browser at app.duewell.app. On a phone you can add it to your home screen from your browser's share menu and it will behave like an app. There's nothing to download and no app store involved.
The four stages
What are the stages, and when does each apply?
Duewell escalates in four steps, based on how many days past the due date the invoice is:
The point of the ladder is that each message is written for where the relationship actually is. A nudge at day 60 reads as weak; a demand letter at day 5 costs you the client.
Can I pick a different stage than the one suggested?
Yes. Duewell selects the stage that matches the invoice's age, but you choose what to generate. If a client has form for this and you want to skip the pleasantries, you can.
What's in the formal demand letter?
Two parts. The letter itself — dated, addressed to the client, stating the debt, the original due date, the earlier attempts to resolve it, and a deadline for payment. And a separate set of next steps written for you, covering what your realistic options are if the deadline passes. That second part is not for sending; it's marked as such in the app.
Will it threaten legal action on my behalf?
It will state that you reserve the right to pursue recovery of the debt. It will not invent a court, a case number, a statutory late fee, or a deadline drawn from a legal process it hasn't verified. A demand letter that overreaches is one a client's accountant dismisses in ten seconds — and it can put you on the wrong side of debt-collection rules in your own country.
Can I include a payment link?
Yes, on the first three stages — add a payment link to the invoice and it will be woven into the follow-up messages. It's deliberately left out of the formal demand letter, where a "pay now" button undercuts the tone of the document.
Reminders and tracking
Will Duewell tell me when to chase?
Yes. Duewell checks your unpaid invoices daily and emails you when one has reached a new stage. The email links straight to that invoice, so generating the next message takes seconds.
How often will it email me?
Once per invoice, per stage — at most four emails over the life of an invoice, spread across weeks. It doesn't email daily, and it doesn't email about an invoice that hasn't moved.
What if the client pays, or I decide to let it go?
Mark the invoice as paid, and it's recorded as recovered. If it's a real invoice you've decided to stop pursuing, use stop chasing — the invoice stays in your records as unpaid and abandoned, and the reminders stop. You can resume chasing later if the client resurfaces.
Delete is different: it permanently removes the invoice and its data. It's meant for entries that were never real invoices — a duplicate, a typo, a test. Use "stop chasing" for anything genuine, so your record stays honest.
Plans and billing
What do I get for free?
Two invoices. Both get the polite nudge and the firm follow-up. On one invoice of your choosing, you also get the collections warning and the full formal demand letter — the complete escalation, start to finish, at no cost.
No card is required to sign up, and nothing expires.
Is that a free trial?
No. There's no countdown and nothing converts automatically. The free plan is limited by how much you can do, not by how long — it stays available indefinitely.
What does Premium cost?
$9 per month, or $69 per year. Premium removes both limits: unlimited invoices, and every stage available on every one of them.
How do I cancel or switch plans?
Through the billing portal linked in the app, which is operated by Stripe. You can cancel, switch between monthly and annual, and update your card there. Cancelling takes effect at the end of the period you've paid for — you keep Premium until then, and afterwards the account returns to the free plan with your data intact.
Which currency are invoices in?
You choose the currency for each invoice, and the messages use it correctly throughout — including the currencies most invoice tools skip. Note that this is separate from billing: your Duewell subscription is charged in US dollars regardless of the currencies you invoice in.
Legal, and where Duewell works
Is this legal advice?
No. Duewell is a drafting and tracking tool, not a law firm. The messages, the demand letter, and the next-steps guidance are general and are not tailored to your specific legal situation. Debt-collection and pre-action rules vary by country and sometimes by region, and you're responsible for what you send. If real money is at stake and you're unsure, speak to a lawyer in your jurisdiction. See the Terms of Use for the full position.
Does it work in my country?
Duewell works anywhere you invoice clients in English. The escalation structure, the tone, and the letter format are not country-specific — they're the same things a well-advised freelancer would say anywhere.
Where Duewell has verified information about a country's debt-recovery process, the next-steps guidance reflects it. Where it doesn't, the guidance deliberately stays general rather than guessing at courts, fees, or procedures that may not exist where you are. Wrong specifics are worse than no specifics.
Does Duewell use AI?
Yes — the messages are AI-generated from the invoice details you enter. That's the easy part, and we say so openly. The work Duewell does that a blank chat window doesn't is knowing which message this invoice needs today, tracking every invoice so you're prompted at the right moment, and keeping the letters within what you can actually stand behind.
Your account and your data
I've forgotten my password.
Use the "Forgot?" link on the sign-in screen. You'll get an email with a link to set a new password. If it doesn't arrive within a few minutes, check your spam folder before requesting another.
How do I delete my account and my data?
Email support@duewell.app and we'll erase your account and its data. You can also delete individual invoices yourself at any time, which is a permanent removal, not an archive.
What happens to my clients' details?
Client names, invoice amounts and the descriptions you enter are stored so Duewell can generate messages and track the invoice. They are never used to contact your clients, and they aren't sold or shared for marketing. The Privacy Policy sets out exactly what's stored, where, and for how long.
Still stuck?
Email support@duewell.app. It's a small operation — you'll get a person, usually within a day.
Ready to start?
Add the invoice that's been ignored the longest and see what Duewell would send.
Two invoices free, with the full escalation on one. No card, no trial.