Services - Billing Information

A simplified version of this guide can be found in the article Getting Started – Changes to Details.

A video guide can be found in the article Video Guides – Changing Billing Information.

This article describes the common procedures for changing billing information for services. If you want to fully hand over a service to another user, follow the guide Services – Handover to Another Customer.

Billing information

Billing information exists both for each individual service and for the Credit Account.

The following important rules apply to billing information for services in general:

Billing information for services with the same name (for example, a domain and webhosting) may differ. Therefore, make changes for each type of service separately (including bulk changes).
All billing information in the system is independent of each other, so even changing the billing information of the customer (Credit) Account has no effect on the billing information of individual services.
You can change billing information once for a single order, or permanently. Instructions for one-time changes can be found in the guide Billing – Information on Issued Documents.
A permanent change of a service's billing information cancels the existing payment request for the service renewal. The system then issues and sends a new request with the new billing and payment details.
Once an order has been paid, the billing information on the order's documents cannot be changed retroactively.
Any other changes (domain owner, hosting operator, customer account, contact in the directory, …) have no effect on billing information.

The following applies to selected billing details:

Billing e-mail (or phone) serves as the primary contact for sending information about the service and in case any problem occurs with the service.
All generated accounting documents are sent by the system to the billing e-mail.
Billing e-mail 2 serves as a backup contact, to which accounting documents can be sent manually by customer support upon request. More information about obtaining accounting documents can be found in the article Billing – Sending Accounting Documents.

Always check the correctness of billing information on the payment request itself. If you find outdated information, correct it according to this guide – changes made in other ways, such as through a link in an e-mail, in the contact directory, or elsewhere in the administration are either one-time only or have no effect.

Changing billing information for a service

To permanently change billing information for a service, proceed as follows:

Log in to the customer administration ⧉.
In the top menu, select the type of service you want to edit (Domains, Hosting Services, …).
Open the detail of the specific service.
In the left menu, click the Contact details (subscriber) link.

Change billing information:

A form will appear where you can edit the billing information for the given service. To speed up the process, you can use the Contact Directory.

Sample form for changing domain billing information

After a successful change of billing information, the system cancels all unpaid payment requests and issues new ones with the new billing and payment details, including the variable symbol.

Do not pay a payment request containing incorrect billing information. Wait for a new request to be generated and sent.

Sending payment with an outdated variable symbol will usually delay payment processing by 1-2 business days.

Bulk change of billing information

To make a bulk change of billing information for services, proceed as follows:

In the list of services (domains, webhostings, etc.), check the services for which you want to make the changes. If you want to apply the change to all services, simply check the all box in the next step.
Below the list of services, select change subscriber details (billing information) from the drop-down list and click the perform button.
On the next screen, review the list of selected services and fill in the new details (you can use the Contact Directory). Then click the continue button.
On the final screen, check everything again, or go back to the previous step. If everything is correct, click Finish.

After a successful change of billing information, the system cancels all unpaid payment requests and issues new ones with the new billing and payment details, including the variable symbol.

Changing billing information on already issued documents

You can only make billing information changes for orders that have not yet been paid. For paid orders, you cannot make any changes to the issued documents.

If you need to change the details on an issued payment request so that the change does not affect the payment details (variable symbol) and permanent billing details, follow the guide Billing – Information on Issued Documents.

For additional invoices (when ordering an add-on service), you cannot change the billing information directly. Adjust the billing information of the main service (e.g. Webhosting) according to this guide, and then contact us ⧉. We will reissue the document for you.

Changing billing information of the Credit Account

Billing information of the Credit Account cannot be changed directly. Log in to the customer administration and contact us via the form ⧉. In the request, specify the new billing information you want to set.

Requests are usually handled by the billing department within 1 business day.

More information can be found in the article Credit Account – Settlement.

Common problems

Common problems with managing billing information include:

The information change was not saved
Cannot enter Company ID/VAT ID
I cannot see the service in my account
The service administrator does not communicate

Billing information change not working

Problem: Even after changing the billing information, a new payment request arrived with the old details.

Cause: This problem can have various causes:

The details were changed only for another service with the same name (for example, for a domain, while the webhosting details remained old).
The change was made temporarily (using one of the methods described in this guide), or in a place that does not affect existing billing information (contact directory, domain contact, service operator, customer or Credit Account).
A browser error or other mechanism prevented the details from being saved correctly.

Solution: Whatever the cause, we always recommend performing a full check:

Check the billing information for all services according to this guide. If you are not sure which services you have, review the order overview in the administration.
After saving the changes, verify that the forms display the correct details. You can tell that an order with an unpaid payment request was successfully changed because the system cancels the request with the old details and issues a new one with the current details and a new order number (variable symbol). If this does not work for you, try a different browser.

Incorrect Company ID/VAT ID

Problem: The system does not let me enter or change the Company ID/VAT ID.

Cause: The problem is usually related to checking the details in the registry.

Solution: Wait a few minutes, make sure you enter the company name and Company ID/VAT ID exactly as they are listed in the registry, and try saving the details again. If the error persists, set the details of a natural person and request the company name and Company ID/VAT ID to be added via the form ⧉.

Make the payment for the service only after receiving a request with the correctly set details!

Service is not in the account

Problem: I need to change the billing information for a service, but I cannot see it in my customer account.

Cause: You usually cannot see the service because it is in another customer's account, for example, the administrator's. It may also already have been deleted.

Solution: Make sure the service still exists. A non-functional webhosting shows a message about the service being turned off; for other services, check the expiration date stated in the payment request and the deletion date according to this guide. The payment request also contains the correct type of service (domain, webhosting, …). Billing information for a deleted service cannot be changed; create a new service with the current details.

If the service has not been deleted, it may be located in another customer's account. Customer support can help you identify the account holder (for example, Ládík W. from WEDOS). Request help via the form ⧉, and include the type and name of the service (e.g. webhosting wds-test.cz). Ask the administrator of that service to change the billing information, or transfer it to your own account according to this guide.

Service administrator does not respond

Problem: The billing information is registered under the service administrator, but they do not pay and do not respond.

Solution: First try to move the services to your own customer account according to this guide. If successful, change the billing information. In such a case, the system cancels the original invoices and issues new ones with the current details.

If you cannot transfer the services and there is a risk of them being turned off or deleted due to non-payment, contact support via the form. Include the service names (e.g. domain and Webhosting wds-test.eu) and the complete billing information of the person listed as the subscriber for these services (i.e. the administrator). If all details match, support can send you a payment link for the service.

Sample request for sending a payment link:

I am requesting a payment link for the services (replace the bracket with the service type and name /domain/).

Subscriber details for the services:

Name: (Replace the bracket with the administrator's first and last name)
Address: (Replace the bracket with the administrator's full postal address)
E-mail: (Replace the bracket with the administrator's e-mail address)
Phone: (Replace the bracket with the administrator's phone number)

Alternatively, you can attach an older invoice containing the details. If the submitted details match those in the system, support can send you payment links. However, they are not allowed to make any changes to the services based on the request.

Frequently asked questions

Why is the guide so complicated?

Unfortunately, changing billing information has many pitfalls and common mistakes that we must point out in the full guide. However, if you only use basic services and are not changing billing information under problematic circumstances, you can follow the beginner guide.

How do I correct all details of the service owner?

Billing information is independent of the service operator's details, or the domain holder's details. If you also need to change these details, follow the guides Services – Change of Operator and Domains – Edit Contact.

Do you have to send me such a large number of different documents?

If you want to receive fewer billing documents, consider setting up a Credit Account. In addition to reducing the number of documents, you can also use it for automatic service renewal.