This article deals with obtaining order payment details and solving common problems. For a description of each payment method, please refer to the Invoicing - Payment Methods guide. 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 supplementary invoices work
- Common problems
- Frequently Asked Questions
Order payment
Please pay your order according to the instructions in the payment invitation email or in the customer administration.
Please pay each order separately, the system is not able to process multiple payments at once. For bulk and automatic payment of orders, use a deposit account.
Invitation to pay
Every email Invitation to pay [Order number] contains a link to make an online payment in the form https://client.wedos.com/f/(unikátní_kód). This link is available without logging into the customer administration, so anyone can make a payment.
If you encounter a suspicious sender address or payment link in the email request for payment, please inform us via the contact form ⧉.
Under this link you will also find the payment details for the transfer payment, i.e. account number, variable symbol and amount.
When manually entering the variable symbol and amount, enter both numbers exactly (amount including cents). A typo or rounding of the amount will cause an error in payment processing.
Payment in customer administration
Access the following steps in the customer administration:
- Log in to the customer administration ⧉.
- Select Billing from the top menu.
- Select Orders from the left menu.
- Select the order you want to pay from the list by clicking on the number.
- Click on the Make Payment link in the details.
The payment link does not require a login to the customer administration. You can therefore share it with people who do not have a WEDOS customer account.
Supplementary invoices
Most of our services are paid for in advance - after ordering a new service or its extension, the system issues a payment request and after payment sets up or extends the service.
We issue supplementary invoices in the following situations:
- after activation of an additional service or tariff increase, the system will issue a supplementary invoice for the difference of the service fee until the end of the current subscription period on the next working day at the latest; the invoice is due within 7 days;
- after performing one-off tasks based on customer orders (restoration from backup, technician work, etc.)
The system prefers to pay the additional payments from the imprest account. If there is sufficient credit in the imprest account, the system will not issue a supplementary invoice but will deduct the amount directly. The movement will be listed on the monthly billing invoice.
If you wish to pay the additional invoice from the advance account additionally, please add the necessary credit and contact us - we will cancel the invoice and deduct the amount from the advance account. In the case of one-off transactions, please arrange the method of payment with our staff.
Common problems
Common problems with order payments include:
- Payment has not arrived
- Payment has arrived but the service is not working
- Multiple consecutive online payments cannot be made
- Payment method selection error
- Payment details page unavailable
Payment has not arrived
Problem: Payment sent by bank transfer did not arrive.
Cause: it usually takes 1-2 working days to send money by current account. If you sent the payment more than 2 days ago, there is probably an error in the amount or variable symbol.
Solution: Check carefully that the account number, amount and variable symbol match exactly. Report errors immediately via the ⧉ form. Please provide the correct order number and identification of the payment sent, either by the proof of payment or by the information: date and time of shipment, account numbers of the payer and recipient, the stated VS.
Payment arrived, service not working
Problem: The system accepted the payment, sent the tax document, but did not set up or extend the service.
Cause: if you do not pay the full price of the service, the system will still send you a tax receipt for the amount sent. The problem most often occurs if you send too low an amount by typo or rounding down. The system will automatically inform you of this by e-mail.
If you round up, the system will encounter a payment pairing error. The problem is usually resolved manually by the billing department.
Solution: Check that the amount you have sent exactly matches the amount requested. If the amount is missing, send the same payment details. If you have sent a higher amount and the service does not work even within 1 working day after receiving it, or if the billing department has not contacted you about the payment, please contact us via the form ⧉. Please provide the full name or service number and details of the payment sent (amount, VS, date sent, payer and payee account numbers).
The system will make the service operational within 1 hour of successful payment processing.
Multiple consecutive online payments error
Problem: When you try to make a second online payment, the confirmation of the first payment remains in the system.
Solution: Clear the browser cache ⧉ or use another browser or anonymous mode.
If you routinely pay for multiple orders at once, consider using a deposit account.
Payment method selection error
Problem: Online payment is not going through, error is displayed: No payment method selected.
Solution: Check the status of GoPay ⧉ services to see if there is any downtime or outage. Try to make a payment later. If the problem persists, clear your browser cache ⧉ or use a different browser or anonymous mode.
Unavailable payment details
Problem: I don't have access to the billing email or service billing, so I can't pay the order.
Solution: If you can, move the service to your own customer account by following the instructions in Services - Moving from a foreign account.
We only provide billing information or a link to make payment by resending the billing email or by linking to the customer administration. The decision to provide data in this way is at the discretion of customer support and cannot be claimed.
Frequently Asked Questions
Can you send payment requests to multiple emails?
The system sends payment requests and other accounting documents to only one billing e-mail. If you want to send these messages to multiple recipients, set up automatic forwarding in the mail client(see this link for instructions on setting it up in the WebMail client).
How do I pass on the payment documents to the next person?
Please forward the link to the page with payment details and a selection of payment methods. This page does not require a login to the customer administration, so even a person without a customer account can make a payment.
Where can I find a payment gateway to enter my card details?
Follow the instructions for Invoicing - Payment Methods.
Do you support PayPal?
We currently do not support payments via PayPal.
How do I cancel an order?
Follow the instructions for termination of services.