Resolving billing issues
Most billing problems in Dash are solved from the invoice itself: its Payments section shows whether your payment went through. Find your problem below, or skip to Request a refund.
An invoice still shows unpaid after paying
Open the invoice and check the Payments section for your attempt.
- If it shows as failed or cancelled, the payment didn't go through and nothing was charged. Pay again. The message shown at the time says why, and If the payment doesn't go through covers each one.
- If it shows as Refunded, the invoice was cancelled before the payment arrived and the amount went to your wallet balance. See If the invoice was cancelled before your payment arrived.
- If a crypto payment shows less than the invoice total, it settled short. The invoice moves to Partially paid, and you pay the remaining balance.
- If your attempt is missing entirely, the payment most likely never completed on the payment page. Try paying again.
A wallet top-up hasn't appeared
Select Top up wallet on the Billing page. The dialog warns you when a top-up is still waiting on its payment. Use Open the most recent one to finish it. A top-up isn't added to your balance until the payment is confirmed.
The Download invoice button won't produce a file
The PDF is generated on demand. While it's being made, the button shows Preparing PDF… with a countdown. Wait for the countdown, then select the button again.
A service didn't activate after payment
Check the service's status on the servers or domains list. Pending, In progress (servers), or Transfer in progress (domains) means it is still being set up, and no action is needed. If the invoice is Partially paid, pay the remaining balance. If the invoice is paid and the service does not appear, open a ticket. Don't place a new order for the same thing. If paying showed Your payment was received, but we could not create your service., see If the payment is taken but the service isn't created.
Request a refund
Whether a charge can be refunded is set by the Money-Back Guarantee & Refund Policy. Cancelling a service is not a refund request.
- Back up any data you need from the service.
- Open a ticket and choose the service under Related service or domain.
- In the description, give the invoice number, say clearly that you want a refund, and confirm that you've backed up your data and understand an approved refund can remove the service and its data.
When to open a ticket
If an invoice's payment history doesn't match what you expect, or a payment succeeded but nothing changed, open a ticket with the invoice number and a description of what you tried.