An invoice stays unpaid until the money has actually arrived and been matched to it. If you have paid and it still says unpaid, one of a small number of things has happened.
Common reasons
- The card payment did not complete. The bank declined it, or the confirmation step in the bank's app was closed before it finished. The invoice is untouched and can simply be paid again.
- The payment is still in progress. You left the payment page before being returned to the client area. The invoice is marked paid when the provider confirms it, which is normally immediate but can lag.
- Only part of it was paid. Credit covered some of the balance, or a part payment was made. The remainder keeps the invoice unpaid.
- It has only just been raised. A renewal invoice is raised ahead of its due date, so a new unpaid invoice in your list is normal rather than overdue.
- You paid a different invoice. Check the number on the receipt against the number in the list.
The timetable
- A renewal invoice is raised ahead of the due date, so an unpaid invoice in your list is normal rather than late.
- You can pay it from the client area at any time, by card or from your account credit.
- A service suspended for non-payment is restored automatically when the payment arrives. You do not need to ask.
Services are not deleted automatically for non-payment. A suspended service keeps its files, databases and mailboxes, and a late invoice therefore does not cost you your data. Domains are the exception that is out of our hands: a domain that passes its registry expiry date stops working and eventually has to be redeemed at a price the registry sets.
What to do
- Open Invoices, click the invoice and press Pay. If a payment is already in progress, the page says so. Wait a few minutes before trying again rather than paying twice.
- If you have been charged but the invoice is still unpaid after an hour, open a ticket in the Billing department with the invoice number and the date and amount of the charge.
- If you cannot pay on time, say so on a ticket before the due date. A suspension that has been discussed is easier to avoid than to undo.