You can find a simplified version of this guide in the article Getting Started – Updating Your Details.
This article describes standard ways to change service billing details. To hand a service over completely to another user, follow the guide Services – Transferring to Another Customer.
When to use this guide
- A payment request was sent to the old details after you changed them: Billing details change not working.
- The document contains incorrect details (for example, an individual instead of a company) or address: Changing billing details on documents already issued.
- You want to bill a different name, company or email: Changing a service’s billing details.
- You are not receiving payment requests or documents: Payment requests and documents are not arriving.
- You can’t see the service in your account or someone else pays for it: The service is not in the account, The service administrator is not responding.
- The system does not accept the company ID (IČO) or VAT ID (DIČ): Incorrect company registration number/VAT ID.
Billing details
Billing details exist separately for each individual service and for the Credit Account.
These important rules generally apply to service billing details:
- Billing details for services with the same name (such as a domain and Webhosting) may differ. Make changes separately for each service type, including bulk changes).
- All billing details in the system are independent of one another, so changing the billing details of a customer account or Credit Account does not affect individual services’ billing details.
- You can change billing details for a single order on a one-off basis or permanently. For instructions on one-off changes, see the guide Billing – Details on Issued Documents.
- A permanent change to service billing details cancels the existing payment request for service renewal. The system then issues and sends a new request with new billing and payment details.
- After an order is paid, its billing details cannot be changed retroactively on that order’s documents.
- Any other changes (domain owner, hosting operator, customer account, address book contact, etc.) do not affect billing details.
For specific billing details:
- Billing email (or phone) serves as the primary contact for service information and any issues with the service.
- On billing email the system sends all generated accounting documents.
- Billing email 2 is a backup contact to which customer support can manually send accounting documents on request. For more about obtaining accounting documents, see the article Billing – Sending Accounting Documents.
Always check billing details for accuracy on the payment request. If you find outdated details, correct them using this guide. Changes made in other ways, such as through an email link, the address book or elsewhere in administration, are either one-off or have no effect.
Changing a service’s billing details
To change service billing details permanently, follow these steps:
- Log in to Customer Administration ⧉.
- In the top menu, select the type of service you want to edit (Domains, Hosting Services, …).
- Open the specific service’s details.
- In the left menu, click the link Contact details (customer).
Change billing details:
A form appears where you can edit the service billing details. To make editing faster, you can use the Address book.
After a successful billing details change, the system cancels all unpaid payment requests and issues new ones with new billing and payment details, including the payment reference (variable symbol).
Do not pay a payment request containing incorrect billing details. Wait for a new request to be generated and sent.
Paying with an outdated payment reference usually delays payment processing by 1-2 business days.
Bulk billing details change
To change service billing details in bulk, follow these steps:
- In the list of services (domains, Webhosting, etc.), tick the services you want to change. To apply the change to all services, just tick the checkbox in the next step all.
- Below the service list, select the dropdown item change customer details (billing details).
- Click the button apply.
- On the next screen, check the selected service list and enter the new details (you can use the Address book). Then click the button continue.
- On the final screen, check everything again or go back to the previous step. If everything is correct, click Finish.
After a successful billing details change, the system cancels all unpaid payment requests and issues new ones with new billing and payment details, including the payment reference (variable symbol).
Changing billing details on documents already issued
You can change billing details only for orders that have not yet been paid. For paid orders, you cannot change issued documents in any way.
To change details on an issued payment request without affecting payment details (payment reference) or permanent billing details, follow the guide Billing – Details on Issued Documents.
For additional invoices (when ordering an Add-on Service), you cannot change billing details directly. Edit the main service’s billing details (e.g. Webhosting) following this guide, then contact ⧉. We will reissue the document.
Changing Credit Account billing details
Credit Account billing details cannot be changed directly. Log in to Customer Administration and contact us using the form ⧉. Provide the new billing details you want to set in your request.
The billing department normally handles requests within 1 business day.
For more information, see the article Credit Account – Statements.
Common issues
Common billing details management issues include:
- The details change was not saved
- Company registration number/VAT ID cannot be entered
- Payment requests and documents are not arriving
- I cannot see the service in my account
- The service administrator is unresponsive
Billing details change not working
Problem: Even after changing billing details, a new payment request arrived with the old details.
Cause: This issue may have various causes:
- Details were changed only for another service with the same name, such as the domain, while Webhosting details remained unchanged.
- The details change was temporary (using one of the methods in this guide), or made somewhere that does not affect existing billing details (address book, domain contact, service operator, customer or Credit Account).
- A browser or other mechanism error prevented the details from being saved correctly.
Solution: Whatever the cause, we always recommend a complete check:
- Check billing details for all services using this guide. If you are unsure which services you have, review the order overview in administration.
- After saving changes, check that the forms display the correct details. A successful change for an order with an unpaid payment request is indicated by the system canceling the old request and issuing a new one with updated details and a new order number (payment reference). If this does not happen, try another browser.
Incorrect company registration number/VAT ID
Problem: The system will not let me enter or change the company registration number/VAT ID.
Cause: The issue is usually related to verification against registry details.
Solution: Wait a few minutes, make sure the company name and registration number/VAT ID match the registry exactly, and try saving again. If the error persists, enter an individual’s details and request that the company name and registration number/VAT ID be added using the form ⧉.
Pay for the service only using a payment request with the correct details!
Payment requests and documents are not arriving
Problem: The service is about to expire, but no payment request has arrived. In the administration, the documents and payments sections are empty.
Cause: The payment request is sent to the billing email set for the service. It may be incorrect. Or the service is in another customer’s account and was only shared with you, without access to billing.
Solution: Check the billing email in the service contact details. If the service is in someone else’s account, ask its owner or administrator to share the service’s billing with you as well. You will then have access to it. You can find more about obtaining documents in the article Billing – Sending Accounting Documents.
The service is not in the account
Problem: I need to change a service’s billing details but cannot see it in my customer account.
Cause: Most often, the service is in another customer’s account, such as the administrator’s. It may also have been deleted.
Solution: Make sure the service still exists. Disabled Webhosting displays a service-disabled message; for other services, check the expiration date in the payment request and the deletion date according to this guide. The payment request also gives the correct service type (domain, Webhosting, etc.). You cannot edit billing details for a deleted service; create a new service with current details.
If the service has not been deleted, it may be in another customer’s account. Support can help you find out their identity (for example, Ládík W. from WEDOS). Ask for help via form ⧉, providing both the service type and name (e.g. Webhosting wds-test.cz). Ask the service administrator to update billing details, or move the service to your own account following this guide.
The service administrator is not responding
Problem: Billing details are in the administrator’s name, but they are neither paying nor responding.
Solution: First, try to move the services to your own customer account following this guide. If successful, change the billing details. The system then cancels the original invoices and issues new ones with current details.
If you cannot move the services and they are at risk of suspension or deletion for nonpayment, contact support using the form. Provide the service names (e.g. domain and Webhosting wds-test.eu) and complete billing details of the person listed as the customer for those services (the administrator). If all details match, support may send you a service payment link.
Template request for a payment link:
Please send me a payment link for the services (replace the text in parentheses with the service type and name/domain).
Service customer details:
Name: (Replace the text in parentheses with the administrator's first and last name)
Address: (Replace the text in parentheses with the administrator's full postal address)
Email: (Replace the text in parentheses with the administrator's email address)
Phone: (Replace the text in parentheses with the administrator's phone number)
Alternatively, attach an older invoice containing those details. If the submitted details match the system, support may send payment links. However, it must not make service changes based on this request.
Frequently asked questions
Why is this guide so complicated?
Changing billing details has many pitfalls and common mistakes that we must explain in a complete guide. However, if you use only basic services and are not changing details in difficult circumstances, you can follow the beginner’s guide.
How do I correct all service owner details?
Billing details are independent of service operator or domain holder details. If you need to change those too, follow the guides Services – Changing the Operator and Domains – Edit Contact.
I have domains registered to an individual and want them registered to a company. Is changing the billing details enough?
No, billing details only change who is billed. To change the domain owner, create a new domain contact with the company’s details and request an owner change. The contacts of both the original and the new owner must be registered with us, see Domains – New Domain Contact and Domains – Contact Transfer.
I already received a document with incorrect billing details. Can you correct it?
No, issued accounting documents (tax documents and invoices) cannot be modified retroactively for accounting reasons. An unpaid payment request is replaced with a new one with the current details after you change the service’s details, see the chapter on issued documents.
Can Support change a service’s billing details for me?
No, for security reasons the details of individual services are changed by their owner in the Customer Administration. The Credit Account details are changed by the billing department at your request, see the chapter on the Credit Account.
Where do I set the billing email that payment requests and documents are sent to?
For each service separately, in the left menu under Contact details (customer). You can find the procedure in the chapter Changing a service’s billing details.
Do you have to send me so many different documents?
To receive fewer billing documents, consider creating a Credit Account. Besides reducing document volume, you can use it for automatic service renewal.