In short: If your bank or payment provider shows a payment but WHMCS still shows an invoice as unpaid, do not pay again. Confirm the transaction status, allow for normal processing, then contact Billing with the invoice number and provider reference.
Check the two separate statuses
- Payment status: the bank or provider may show pending, authorised, completed, reversed or failed.
- Invoice status: WHMCS must receive and match the completed transaction before it marks the invoice Paid.
A debit from your account does not always mean the provider has completed and reported the payment.
Before contacting us
- Open Billing > My Invoices and check the invoice balance and transaction list.
- Wait for any pending transaction to complete.
- Check that the payment reference and account match the invoice.
- Do not make a second payment while the first is pending or being investigated.
Bank transfers and recurring agreements
Bank transfers may require reconciliation before they appear against an invoice. A provider-side recurring agreement, such as a PayPal subscription, is also separate from the preferred payment method saved in WHMCS. Changing one may not cancel or replace the other.
Domains and suspended services
Marking an invoice Paid and restoring the service are separate steps. A domain is renewed only when the registry accepts the renewal and its expiry date advances. A hosting service may also need time to unsuspend after payment.
Urgent domain expiry: contact Billing immediately if a paid renewal still shows the old expiry date. Do not submit repeated renewal payments.
What Billing needs
Send the invoice number, payment time and timezone, amount, payment method and transaction reference. Do not send full card numbers, CVV codes, passwords or online-banking credentials.
