What this covers
Three different numbers can look like "the price": the plan price on a product page, the total at checkout for the cycle you picked, and the amount on an invoice. They differ because of the billing cycle and the currency, not because anything changed behind your back.
Before you start
Open Billing in the portal and find the invoice. Note its number, its status, its currency and the cycle you chose.
How to do it
- Check the billing cycle. Monthly, six months and yearly are different totals for the same plan.
- Check the currency. Prices display in XAF, EUR or USD; Mobile Money is always charged in XAF.
- Read the invoice status. Awaiting payment means it is still due. Paid means we have your money. Cancelled means it no longer applies and you owe nothing on it.
- Domain renewals are priced from registry renewal fees, not the first-year price, so a renewal invoice for a domain can differ from what you first paid.
- If Mobile Money failed, keep the message from your phone and the number you used — that is what lets us trace it.
What our team checks
Send the invoice number. We can explain any line on it, trace a Mobile Money transaction, change your cycle or currency, and correct a mistake.
Next step
Open Billing, find the invoice number, and send it to us with what looks wrong.