This article explains how to get the payment details for an order and how to solve common problems. For a description of the individual payment methods, see the guide Billing – Payment Methods. If you need to change your billing details, follow the guide Services – Billing Details.
In this article you will learn:
Order payment
Pay for your order following the instructions in the payment request email, or in the Customer Administration.
Pay for each order separately; the system cannot process multiple payments at once. For bulk and automatic order payments, use a Credit Account.
Payment Request
Every email 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 come across a suspicious sender address or payment link in a payment request email, please let us know via the contact form ⧉.
Under this link you will also find the payment details for a bank transfer: the account number, variable symbol and amount.
When entering the variable symbol and the amount manually, enter both numbers exactly (the amount including cents). A typo or a rounded amount will cause an error when the payment is processed.
Payment in the Customer Administration
To pay in the Customer Administration, follow these steps:
- Log in to the Customer Administration ⧉.
- In the top menu, select Billing.
- In the left menu, select Orders.
- In the list, click the number of the order you want to pay.
- In the detail, click the link make payment.
The payment link does not require you to log in to the Customer Administration. You can therefore share it with people who do not have a WEDOS customer account.
Supplementary Invoices
Most services are paid for in advance: after you order a new service or its renewal, the system issues a payment request and sets up or renews the service once it is paid.
We issue supplementary invoices in these situations:
- after an Add-on Service is activated or a plan is upgraded, the system issues, by the following business day at the latest, a supplementary invoice for the difference in the service fee until the end of the currently prepaid period; the invoice is due in 7 days;
- after one-off tasks performed at the customer’s request (restore from backup, technician work, etc.)
The system prefers to pay supplementary charges from the Credit Account. If the Credit Account has sufficient credit, the system does not issue a supplementary invoice but deducts the amount directly. The transaction is listed on the monthly billing invoice.
If you would like to pay a supplementary invoice from the Credit Account afterwards, top up the necessary credit and contact us ⧉ – we will cancel the invoice and deduct the amount from the Credit Account. For one-off tasks, agree on the method of payment with our staff.
Common problems
Common problems with order payments include:
- The payment has not arrived
- The payment arrived, but the service does not work
- Multiple consecutive online payments cannot be made
- Payment method selection error
- Payment details page unavailable
The payment has not arrived
Problem: A payment sent by bank transfer has not arrived.
Cause: Sending money between regular accounts usually takes 1–2 business days. If you sent the payment more than 2 days ago, there is probably an error in the amount or the 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 identify the payment sent, either with a proof of payment or with this information: date and time of sending, the payer’s and recipient’s account numbers, and the variable symbol used.
The payment arrived, but the service does not work
Problem: The system received the payment and sent a tax document, but did not set up or renew the service.
Cause: If you do not pay the full price of the service, the system will still send you a tax document for the amount received. The problem most often occurs when you send too low an amount because of a typo or by rounding down. The system informs you of this automatically by email.
If you round up instead, the system runs into an error when matching the payment. This is usually resolved manually by staff of the billing department.
Solution: Check that the amount sent matches the required amount exactly. Send any missing amount with the same payment details. If you sent a higher amount and the service still does not work within 1 business day of its receipt, or the billing department has not contacted you about the payment, contact us using the form ⧉. Provide the full name or number of the service and details of the payment sent (amount, variable symbol, date sent, payer’s and recipient’s account numbers).
The system activates the service within 1 hour of the payment being successfully processed.
Error with multiple consecutive online payments
Problem: When you try to make a second online payment, the system still shows the confirmation of the completed first payment.
Solution: Clear your browser cache ⧉, or use a different browser or incognito mode.
If you regularly pay for several orders at once, consider using a Credit Account.
Payment method selection error
Problem: The online payment does not go through and the error “No payment method was selected” is displayed.
Solution: Check the status of GoPay services ⧉ to see whether there is an outage or maintenance in progress. Try making the payment later. If the problem persists, clear your browser cache ⧉, or use a different browser or incognito mode.
Unavailable payment details
Problem: I do not have access to the billing email or to the billing of the service, so I cannot pay for the order.
Solution: If you can, move the service to your own customer account following the guide Services – Moving from Another Account.
We provide billing details or the payment link only by resending the billing email or by a link to the Customer Administration. The decision to provide details 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 multiple email addresses?
The system sends payment requests and other accounting documents to only one billing email address. If you want these messages to go to several recipients, set up automatic forwarding in your email client (you can find the guide to setting it up in the WebMail client at this link).
How do I pass the payment details on to another person?
Forward the link to the page with the payment details and the choice of payment methods. This page does not require logging in to the Customer Administration, so a person without a customer account can make the payment too.
Where do I find the payment gateway for entering card details?
Follow the guide Billing – Payment Methods.
Do you support PayPal?
We do not currently support payments via PayPal.
How do I cancel an order?
Follow the guide to terminating services.