Hello @enriquey ,

Are you 100% sure that the write off feature and amount was activated for the same customer in the same tenant as the invoice shown above? I can’t be 100% certain because customer is, an important identifying factor in answering your question, is hidden.

If you are not successful with enabling write off for this customer/invoice, then enter a credit memo and apply it to the balance of the invoice. 
 

Good luck!

Laura

@Laura02 I’m 100%. I left the customer# visible.

Hi @enriquey I doubt this issue related to below article 

@enriquey have you tried to recalculate the customer balance? 

selecct recalculate customer balances → then select the customer (i would select all the boxes and process).  then i would try again to write off the amount

good luck!