Understanding Your Invoices and Payments

You can view your invoices, manage your payment methods and keep track of your services through our online billing portal.

This guide explains how to access your account and manage your payments.

If you've forgotten your password, you can use the password reset option on the login page.

As a VAT-registered business, we charge VAT on applicable services at the prevailing UK rate, currently 20%.

Depending on the service or pricing page, prices may be displayed excluding VAT. The applicable VAT will be clearly shown on your invoice.

Your invoice includes a breakdown of the charges, any applicable VAT and the total amount payable.

If you need a copy of an invoice for your accounting records, you can download it from our billing portal.

If you have any questions about VAT charged on your invoice, please get in touch and we'll be happy to help.

You can view your current and previous invoices through the billing portal.

You can also download copies of your invoices for your records.

We accept payments by debit or credit card and Direct Debit.

To pay an outstanding invoice:

If you have a valid payment method saved to your account, eligible recurring invoices can be collected automatically.

We currently issue two types of invoices, which have different payment arrangements. Please check your invoice number before making a payment.

Invoices beginning INV

These invoices are not collected automatically. Please refer to your invoice email for a secure payment link or our bank details.

Invoices beginning AB-INV

These invoices must be paid by Direct Debit or debit/credit card through our billing system.

Our billing system automatically manages payments, service renewals and account statuses. When you pay through an approved method, your invoice is updated automatically, allowing your services to continue without interruption.

Why can't I pay by bank transfer?

Bank transfers cannot be automatically matched to AB-INV invoices. This means that even if your payment reaches our bank account, our billing system may still show your invoice as unpaid.

As the system manages services automatically, an invoice remaining unpaid could result in:

• Service suspension, including your website or other hosted services becoming unavailable.
  

• Failed renewals, potentially affecting domain names or other subscriptions.
  

• Service termination or loss of a domain name if payment issues remain unresolved.
  

For this reason, we do not accept bank transfers for AB-INV invoices.

If you make a bank transfer against an AB-INV invoice, we may charge a £20 administration fee (including VAT) to manually locate and allocate your payment.

Repeatedly using an unsupported payment method may also result in the suspension or termination of affected services, in accordance with the applicable service terms.

To avoid disruption, please always pay AB-INV invoices through our billing portal using Direct Debit or a debit/credit card.

If you've already made a bank transfer against an AB-INV invoice, please contact us as soon as possible. Do not assume your invoice has been marked as paid simply because the money has left your account.

Keeping your payment details up to date helps prevent interruptions to your services.

If your card expires or your payment details change, sign in to the billing portal to review and update your payment method.

Important: Domain renewals rely on a valid saved payment method and successful payment collection. An expired card or failed payment could result in your domain not renewing on time.

If you don't recognise a charge, believe an invoice is incorrect or need help with a payment, please get in touch with our team.

Including your invoice number will help us investigate your enquiry more quickly.

For your security, please don't send full card details or banking credentials by email or live chat.