Payment not showing or service not active after paying
PrintA "missing" payment is rarely lost. Usually it simply has not been recorded against the invoice yet. Go through the checks below in order and within a few minutes you will know whether to wait or to contact us.
Step 1: look at the invoice status
Open the invoice list in your client area. The invoice is either Paid or Unpaid, and that decides your next step.
Step 2: the invoice still shows as unpaid
You paid online: MAIB card, PayNet.md, MIA or PayPal
Online payments are normally recorded automatically, shortly after they are confirmed. If the invoice is still unpaid:
- Check in your banking app or PayPal account whether the money was actually taken.
- If nothing was taken, the transaction did not go through. Try again from the invoice page.
- Sometimes a bank shows the amount as on hold even though the payment failed. The bank releases such a hold; it is not a payment to us.
- If the money was taken and the invoice has not changed, send us the transaction confirmation in a ticket.
You paid by bank transfer
Transfers between banks are not instant. The payment is recorded once the money reaches our account and can be matched to the invoice, which is why the invoice number in the payment reference matters. If you need the service urgently, attach the payment order to a ticket.
Step 3: the invoice is paid, but the service does not work
- Another invoice is still open. Check the list: a second invoice for the same service, or for the linked domain, may be unpaid.
- The service was suspended for non-payment. Once the payment is recorded, the service is reactivated. If it stays suspended, open a ticket.
- You renewed a domain. The registry update can take a few hours to show.
- It is a domain transfer. A transfer does not finish when you pay: it also needs a valid EPP code from the current registrar.
- More than 30 days have passed since the due date. The hosting account may already have been removed from the server. Contact us: where possible, we restore it from a backup, which is normally kept for up to 90 days.
What to put in your ticket
Open a ticket and include from the start:
- the invoice number and the name of the service or domain;
- the date, amount and payment method;
- the proof of payment as an attachment: the payment order or the transaction receipt.
If you paid the wrong invoice by mistake, quote both invoice numbers. With everything in one message, we can check it much faster.
