Frequent Questions about Billing¶
If you get an automated cancellation mail like this, please contact our support team as soon as possible.
Our payment system has rejected your payment, and we are unable to complete your order 1234567. Consequently, the order has been canceled, and your account has not been debited. (...)
This error is caused by your payment method being rejected, and we will need to look at your order individually to determine the cause and best solution.
Though we do not send out paper invoices, you may obtain, at any time, a duplicate of invoices pertaining to domains you manage.
To do this, please log into to the account or organization that paid for the order, and then, from the “Billing” section, click on “History”.
From there you can see all your invoices from 2016 onwards. Click on the arrow to the right of the invoice to view it.
Our invoices are addressed to the username or organization that paid for the operation at checkout. To request a change to a past invoice please contact our support team.
In the first step of the checkout process you can choose which account name or organization to use on the invoice. You also have the option to create a new organization.
During the checkout process, when moving to payment stage a link will appear below the “Checkout” button which says “or generate a pro forma invoice and pay later.” Clicking on this link will allow you to generate an invoice instead of paying immediately.
Your order will not be completed until after we have received payment.
When you are ready to complete the order, find the order in the Orders section of your Billing page. This will allow you to then finalize payment and complete the order.
You can download a PDF of your invoice by following these steps:
- Log in to your account and choose “Billing” from the left navigation menu.
- Choose the name of the organization which was listed on the invoice you wish to download.
- Click on the “History” tab.
- Find the invoice you need from the list in the “Invoices” section.
- Click on the green paper icon next at the end of the line listing the invoice you need.
If the status of your order remains “waiting for payment” for an unusually long time, but you paid via PayPal, it means that you have placed your order on our website but for some reason we have not received funds from your PayPal account.
This may be because:
- There were insufficient funds in your PayPal account when you launched your order.
- A technical problem occurred.
If you encounter this problem we recommend cancelling the order in progress and then submitting the order again. This action will solve nearly every such incident.
Alternatively, once you cancel the stalled order, you can start over but choose to pay by another means (such as credit card).
If you continue to have trouble please contact our support team.