For a simplified version of this guide, see Getting started - Changing your data.
You can find the video tutorial in the article Video tutorials - Change billing data.
This article describes common procedures for changing service billing information. To completely transfer a service to another user, follow the instructions in Services - Transfer to another customer.
Billing information
Billing information exists both for each individual service and for the backup account.
The following important rules generally apply to service billing data:
- Billing information for services with the same name (for example, domain and web hosting) may vary. So please make changes separately for each type of service (including bulk changes).
- All billing data in the system are independent of each other, so even a change in the billing data of a customer (deposit) account has no effect on the billing data of individual services.
- You can change your billing information once for a single order or permanently. For instructions on how to make one-time changes, please refer to Invoicing - Details on issued documents.
- A permanent change to the billing details of the service cancels the existing service extension payment request. The system will then issue and send a new call with the new billing and payment information.
- After the order has been paid, the billing information on the order documents cannot be changed subsequently.
- Any other changes (domain owner, hosting provider, customer account, directory contact, ...) do not affect the billing data.
For selected billing data:
- The billing email (or phone) serves as the primary contact for sending information about the service and in case there is a problem with the service.
- The system sends all generated accounting documents to the billing e-mail.
- Billing e-mail 2 serves as a backup contact where accounting documents can be sent manually by customer support on request. For more information about retrieving accounting documents, see Invoicing - Sending accounting documents.
Always check the correctness of the billing information at the time of the payment request. If you find outdated information, correct it according to these instructions - changes made by other means, such as via a link in an email, contact directory or other administration points, are either one-off or have no effect.
Change billing information for a service
To permanently change your service billing information, do the following:
- Log in to customer administration ⧉.
- In the top menu, select the type of service you want to edit (Domains, Hosting Services, ...).
- Open the detail of a specific service.
- In the left menu, click on the Contact details (subscriber) link.
Change billing information:
A form will appear where you can edit the billing information for the service. To speed up the editing process, you can use Contact Directory.
After a successful change of billing data, the system cancels all outstanding payment requests and issues new ones with new billing and payment data, including the variable symbol.
Do not pay a demand for payment containing incorrect billing information. Wait for a new one to be generated and sent.
Sending a payment with an outdated variable symbol will usually extend the processing of the payment by 1-2 working days.
Bulk change of billing data
For bulk service billing changes, do the following:
- In the list of services (domains, web hosts, etc.), check the services for which you want to make changes. If you want to change all services, just check the All box in the next step.
- Under the list of services, select Change customer data (billing information) from the drop-down list and click the Execute button.
- On the following screen, recheck the list of selected services and fill in the new data (you can use Contact Directory). Then click continue.
- On the last screen, double-check everything again, or return to the previous step. If everything is OK, click Finish.
After a successful change of billing data, the system cancels all outstanding payment requests and issues new ones with new billing and payment data, including the variable symbol.
Change billing information on documents already issued
You can only make changes to billing information 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 of the issued payment request so that the change does not affect the payment details (variable symbol) and the permanent billing details, follow the Invoicing - Details on issued documents instructions.
For supplementary invoices (when ordering an additional service), you cannot change the billing information directly. Edit the billing details of the main service (e.g. Web hosting) according to this guide, and then contact us. We will reissue the document to you.
Changing the billing details of a deposit account
The billing details of the imprest account cannot be changed directly. Log in to customer administration and contact us via form ⧉. In the request, please specify the new billing information you want to set up.
Requests are usually processed by the billing department within 1 working day.
For more information, see Advance Account - Billing.
Common problems
Common problems with managing billing data include:
- Change of data has not been saved
- You cannot enter the registration number/ID number
- I don't see the service in my account
- The service administrator does not communicate
Non-functional change of billing data
Problem: Even after changing the billing information, a new payment request came in for the old one.
Cause: This problem can have various causes:
- The data has only changed for another service with the same name (for example, the domain, the web hosting data has remained the same).
- The data has been changed temporarily (by one of the methods listed in these instructions) or in a location that does not affect the existing billing data(contact directory, domain contact, service provider, customer or backup account).
- A browser or other mechanism error has prevented the data from being stored correctly.
Solution: Whatever the cause, we always recommend a complete inspection:
- Follow these instructions to check the billing information for all services. If you are not sure what services you have, review the order summary in the administration.
- After saving the changes, check that the forms show the correct details. To know if an order change with an unpaid requisition has been successful, the system will cancel the requisition with the old details and issue a new one with the current details and a new order number (variable symbol). If this does not work, try another browser.
Incorrect registration number
Problem: The system will not allow me to enter or change my tax ID number.
Cause: the problem is usually related to the checking of the data in the register.
Solution: Wait a few minutes, make sure that you enter the company name and ID number/IN number as they appear in the register, and try saving the data again. If the error persists, set the individual's details and request a reset of the company name and registration number via the &boxbox form.
Please make payment for the service only after you have been prompted with the correct details!
The service is not in the account
Problem: I need to change the billing information for a service, but I don't see it in my customer account.
Cause: most often you do not see the service because it is in another customer's account, for example, an administrator. However, it may also have already been deleted.
Solution: Make sure the service still exists. A non-functioning web host displays a message that the service is down, for other services check the expiration date listed on the payment request and the deletion date according to this guide. You will also find the correct type of service (domain, webhosting, ...) in the payment prompt. You cannot edit the billing information for a deleted service, please create a new service with the current information.
If the service has not been deleted, it may be in another customer's account. Customer support can give you a hint about its identity (e.g. Ládík W. from WEDOS). Ask for help via form ⧉, specify the type and name of the service (e.g. webhosting wds-test.cz). Please ask the administrator of this service to modify your billing information, or transfer it to your own account according to these instructions.
The service administrator is not responding
Problem: The billing information is registered to the service administrator, but he neither pays nor responds.
Solution: First, try moving the services to your own customer account using this guide. If successful, change the billing information. The system will then cancel the original invoices and issue new ones with the current details.
If you are unable to move services and are at risk of having them disabled or deleted for non-payment, please contact support via the form. Please provide the names of the services (e.g. Domain and Webhosting wds-test.eu) and the complete billing information of the person listed as the purchaser of these services (i.e. the administrator). If all the details match, support can send you a link to make payment for the service.
Sample request to send a payment reference:
I request that you send me a link to make payment for the services (replace brackets with the type and name /domain/ of the service).
Service Subscriber details:
Name: (Replace brackets with the name and surname of the administrator)
Address: (Replace brackets with the full postal address of the administrator)
Email: (Replace brackets with the email address of the administrator)
Telephone: (Replace brackets with the telephone number of the administrator)
Alternatively, you can send an older invoice that contains the data in an attachment. If the information you send is identical to that in the system, support can send you links to make the payment. However, they may not make any changes to the services based on the request.
Frequently Asked Questions
Why are the instructions so complicated?
Unfortunately, changing billing information has many pitfalls and common mistakes that we need to point out in the complete instructions. However, if you only use basic services and don't change billing information in problematic circumstances, you can follow the beginner's guide.
How do I correct all the service owner details?
Fthe update data is independent of the data of the service provider or the domain holder. In case you need to change this data as well, please follow the instructions below Services - Change of operator a Domains - Edit contact.
Do you have to send me so many different documents?
If you wish to receive fewer billing documents, consider setting up Imprest account. In addition to reducing the number of documents, you can use it to Automatic service extensions.