This article deals with obtaining order payment information and solving common issues. You can find a description of the individual payment methods in the Billing – Payment Methods guide. If you need to change billing information, follow the instructions in Services – Billing Information.

In this atrticle, you will learn:

• How to pay for your order
• How surcharge invoices work
• Which payment methods WEDOS supports
• Common issues
• Frequently asked questions

Pay for the order according to the instructions in the payment request email, or in the customer administration panel.

Pay for each order separately, the system cannot process multiple payments at once. For bulk and automatic order payments, use the credit account.

Every Payment Request [order number] email contains a unique link to make an online payment: https://client.wedos.com/f/(unique_code). This site is available even without logging into the customer administration panel, so the payment can be made by anyone.

If you come across a suspicious sender address or link in a payment request email, please inform us via the contact form.

Under this link you will also find payment information for payment by transfer, i.e. the account number, variable symbol and amount.

When entering the variable symbol and amount manually, enter both numbers exactly (including decimals). A typo or rounding in the amount will cause a payment processing error.

In the customer administration panel, access the payment information with the following steps:

1. Log into the customer administration panel.
2. In the navigation bar, select Billing.
3. In the left menu, click Orders.
4. Click the number of the order you want to pay.
5. In the detail, click the Make Payment link.

The payment link does not require logging into the customer administration panel. You can therefore share it with people who don’t have a WEDOS customer account.

You pay for most of our services in advance – after ordering a new service or renewing it, the system will issue a payment request, and after you make the payment, the service will be created or renewed.

We issue surcharge invoices in the following situations:

• after activating an add-on service or changing the plan, the system will issue a surcharge invoice for the difference of the service fee until the end of the current prepaid period within one working day; this invoice is due in 7 days;
• after performing special actions based on the customer’s request (recovery from backup, etc.)

The system prefers to deduct these payments from the credit account. If there is sufficient credit, the system does not issue an additional payment invoice, but directly deducts the amount. The movement will appear on the monthly credit account invoice.

If you wish to pay the surcharge invoice from the credit account later, top up the account and contact us – we will cancel the invoice and deduct the amount from the credit account. In the case of special actioins, arrange the desired payment method with our staff.

WEDOS supports the following payment methods:

• Credit account
• Bank transfer
• Credit or debit card
• Quick transfer
• Paysafecard
• Bitcoin
• GoPay, Google Pay and Apple Pay wallets

You can find detailed information on individual payment methods in the article Billing – Payment Methods.

Common problems with order payments include:

• Delayed or lost payment
• Payment went through, but the service deosn’t work
• Cannot make multiple online payments
• Payment method error
• Unavailable payment information

Issue: The payment sent by bank transfer did not arrive.

Cause: Basic bank transfers usually take 1-2 working days. If you sent the payment more than 2 days ago, there is probably an error in the amount or variable symbol.

Solution: Double check that the account number, amount and variable symbol match exactly. Report errors immediately via the form. Provide the correct order number and identification of the sent payment, either with proof of payment (image or pdf) or the following information: amount, variable symbol, date and time, payer and recipient account numbers.

Issue: The system accepted the payment, sent the tax receipt, but did not create or renew the service.

Cause: If you do not pay the full price, the system will still send you a tax receipt for the amount sent. The problem most often occurs if you send an amount that is too low by making a typo or rounding it down. The system automatically informs you of this fact by e-mail.

Conversely, if you round up, the system encounters an error with matching the payment. The problem is usually solved manually by our invoicing department staff.

Solution: Check if the amount sent exactly matches the amount requested. Send the missing amount with the same payment details if necessary. If you have sent a higher amount and the service does not work even within 1 working day of us receiving the payment, or the invoicing department has not contacted you regarding the payment, please contact us via the form. Enter the full name or number of the service and payment details (amount, VS, date, payer and recipient account numbers).

The system will activate the service within 1 hour of processing of the payment successfully.

Issue: When I try to make a second online payment, I still get a message about the first payment completion.

Solution: Clear your browser cache, use a different browser or incognito mode.

If you regularly pay for multiple orders at once, consider using the credit account.

Issue: The online payment does not go through, an error is displayed: No payment method selected.

Solution: Check the GoPay service status to see if there is currently an outage. If so, try to make a payment later. If the problem persists, clear your browser cache, use a different browser or incognito mode.

Issue: I don’t have access to the billing email or service billing, so I can’t pay for the order.

Solution: If you can, transfer the service to your own customer account according to the guide Services – Move from Third-Party Account.

We provide invoicing data or a link to make a payment only by resending the invoicing email or providing a link to the customer administration panel. Customer support may refuse to provide this information to insufficiently authorized customers.

Question: Can you send payment requests to multiple emails?
Answer: The system sends payment requests and other accounting documents to only one billing email. If you want to send these messages to multiple recipients, set up automatic forwarding in your email client.

Question: How do I forward payment details to another person?
Answer: Forward the payment link. This page does not require logging into the customer administration panel, so even a person without a customer account can make the payment.

Question: Where can I find the payment gateway to use my card?
Answer: Follow the guide Billing – Payment Methods.

Question: Do you support PayPal?
Answer: We currently do not support PayPal payments.