How payments and receipts work

What it is

Every charge goes through a specialist payment processor. Your card details are entered on their page, not ours, and we never see or store the card number.

Where to find it

• My Payments

Step by step

1. 1

   Start the payment from the invoice, order or upgrade page.

2. 2

   You are taken to our processor's secure page. Enter your card details there.

3. 3

   Confirm, and wait for the result before closing the tab.

4. 4

   Find the record afterwards in My Payments. A receipt is emailed to you as well.

Options and settings

Pending

Started but not confirmed.

Processing

With the payment processor.

Completed

Paid.

Failed

It did not go through. Nothing was taken.

Refunded

Money has been returned.

Common mistakes

• Paying twice because the first payment had not shown yet. Refresh and check the payment history first.
• Assuming a failed payment took the money. A failure takes nothing; a pending authorisation clears on its own.

If something goes wrong

I was charged but the order did not update.

Wait a few minutes and refresh. If it is still wrong, contact support with the date, amount and last four digits of the card — never the full number.

I cannot find a receipt.

Receipts come by email from the payment processor. Check spam, then look in My Payments.

My card was declined.

See A payment failed.

Related guides

• Pay an invoiceOpen the invoice, check the amount, and pay securely by card.
• Cancellations and refundsHow to cancel, what happens to money already paid, and where refunds show up.
• A payment failed or was declinedWhat a decline means, whether you were charged, and what to try next.
• Keeping your account and your guests safeWhat we do, what you should do, and which links to treat as keys.