This article covers how to obtain the payment details for an order and how to solve common problems. A description of individual payment methods can be found in the guide Billing – Payment Methods. If you need to change your billing information, follow the instructions in Services – Billing Information.
In this article, you will learn:
- How to make an order payment
- How additional invoices work
- Common problems
- Frequently asked questions
Order payment
Make the order payment according to the instructions in the payment request e-mail, or in the customer administration.
Pay each order separately; the system cannot process multiple payments at once. For bulk and automatic order payments, use the Credit Account.
Payment request
Each e-mail Payment Request [Order Number] contains a link for making the payment online in the form https://client.wedos.com/f/(unikátní_kód). This link is also available without logging in to the customer administration, so anyone can make the payment.
If you encounter a suspicious sender address or payment link in the payment request e-mail, please let us know via the contact form ⧉.
Under this link you will also find the payment details for bank transfer, namely the account number, variable symbol, and amount.
When entering the variable symbol and amount manually, enter both numbers exactly (the amount including cents). A typo or rounding of the amount will cause an error in payment processing.
Payment in customer administration
In customer administration, proceed to payment with these steps:
- Log in to the customer administration ⧉.
- In the top menu, select Billing.
- In the left menu, select Orders.
- From the list, click the order number of the order you want to pay.
- In the detail, click the Make payment link.
The payment link does not require logging in to the customer administration. You can therefore share it with people who do not have a WEDOS customer account.
Additional invoices
Most of our services are paid in advance – after ordering a new service or renewing it, the system issues a payment request and, after payment is received, activates or extends the service.
We issue additional invoices in these situations:
- after activating an add-on service or increasing a plan, the system issues an additional invoice no later than the next business day for the difference in the service fee until the end of the currently prepaid period; the invoice due date is 7 days;
- after one-time actions based on the customer's order (restore from backup, technician work, etc.)
The system prefers payment of additional charges from the Credit Account. If there is enough credit in the Credit Account, the system will not issue an additional invoice, but will deduct the amount directly. The transaction will be shown on the monthly billing statement.
If you later want to pay an additional invoice from the Credit Account, top up the required credit and contact us ⧉ – we will cancel the invoice and deduct the amount from the Credit Account. In the case of one-time actions, agree on the payment method with our staff.
Common problems
Common problems with order payments include:
- Payment did not arrive
- Payment arrived, but the service does not work
- Cannot make multiple consecutive online payments
- Payment method selection error
- Unavailable page with payment details
Payment did not arrive
Problem: A payment sent by bank transfer did not arrive.
Cause: Sending money via a regular account usually takes 1 – 2 business days. If you sent the payment more than 2 days ago, the error is probably in the amount or variable symbol.
Solution: Carefully check that the account number, amount, and variable symbol match exactly. Report any errors immediately via the form ⧉. Provide the correct order number and identification of the sent payment either with proof of payment or with the following information: date and time of sending, payer's and recipient's account numbers, and the stated VS.
Payment arrived, service does not work
Problem: The system accepted the payment, sent a tax document, but did not create or renew the service.
Cause: If you do not pay the full service price, the system will still send you a tax document for the amount received. The problem most often occurs if you accidentally send too low an amount by typo or rounding down. The system will automatically inform you about this by e-mail.
If you round up instead, the system will encounter a payment matching error. The issue is usually handled manually by billing department staff.
Solution: Check whether the amount sent exactly matches the required amount. Send any missing amount using the same payment details. If you sent a higher amount and the service does not work even within 1 business day of receipt, or if the billing department has not contacted you about the payment, contact us via the form ⧉. Provide the full name or number of the service and details of the payment sent (amount, VS, date sent, payer's and recipient's account numbers).
The system will activate the service within 1 hour after successful payment processing.
Error with multiple consecutive online payments
Problem: When attempting to make a second online payment, the confirmation of the first payment completion remains in the system.
Solution: Clear the browser cache ⧉, or use a different browser or incognito mode.
If you regularly pay for multiple orders at once, consider using the Credit Account.
Payment method selection error
Problem: The online payment does not go through, an error is displayed: No payment method was selected.
Solution: Check the status of GoPay services ⧉ to see whether maintenance or an outage is currently in progress. Try making the payment later. If the problem persists, clear the browser cache ⧉, or use a different browser or incognito mode.
Unavailable payment details
Problem: I do not have access to the billing e-mail or the service billing information, so I cannot pay for the order.
Solution: If possible, transfer the service to your own customer account according to the guide Services – Transfer from another account.
We provide billing information or a payment link only by resending the billing e-mail, or by a link in the customer administration. The decision to provide the information in this way is at the discretion of customer support and cannot be claimed as a right.
Frequently asked questions
Can you send payment requests to more than one e-mail address?
The system sends payment requests and other accounting documents only to one billing e-mail. If you want these messages sent to multiple recipients, set up automatic forwarding in your mail client (instructions for setting it up in the WebMail client can be found at this link).
How do I pass the payment details to another person?
Forward the link to the page with the payment details and payment method selection. This page does not require logging in to the customer administration, so a person without a customer account can also make the payment.
Where do I find the payment gateway for entering card details?
Follow the instructions in Billing – Payment Methods.
Do you support PayPal?
We currently do not support payments via PayPal.
How do I cancel the order?
Follow the instructions for service cancellation.