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Almost always the amount is not wrong, it is different from what you expected, and the cause is one of eight things: a first invoice that covers only a few days, a plan change mid-cycle, two invoices at once, an extra or a domain on the same invoice, tax, currency, a change of cycle, or a promotional code that was not applied. Go through the list and, if nothing explains it, write to us with the right details.
The eight causes, most frequent first
| What you saw | Likely cause | Where to confirm |
| The first invoice differs from the plan price | The first invoice covers only the days up to the date shared by all your services. | why your invoice shows this amount, and the billing calendar |
| The invoice after a plan change looks odd | It covers only the difference up to the renewal, and the line has two dates. | what actually happens when you change plan |
| Two invoices arrived | One is for a new service and the other is the renewal of one you already had. | The lines and dates of each. |
| There are lines you did not expect | A domain, a certificate or an extra ordered with the plan. | The description of each line. |
| The total is bigger than the sum of the lines | Tax added on top. | tax on a hosting invoice |
| The amount differs from what the bank charged | The currency conversion is the bank’s or the processor’s. | which currency you pay in |
| You are paying more than before | The cycle changed, or a promotional period ended. | renewing and changing your billing cycle |
| You expected a discount | The code was not applied at the order. | The discount line, if there is one, on the invoice. |
Before you write
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| Do not ignore an invoice you doubt. If the service depends on it, letting it fall due leads to suspension just the same. Write early: see what to write in a support ticket for a site, e-mail, domain or invoice problem. |
| Paid and the amount ended up different? It may be a partial payment: see I paid less than the invoice asks for. Want to dispute a charge? The route is the same, with the invoice number: see how to make a complaint and how we handle it. |
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Been through the table and the amount still makes no sense? Send us the invoice number and what you expected. Open a support ticket |
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SEE ALSO Why your invoice shows this amount, and the billing calendar What actually happens when you change plan: files, dates and the money already paid |
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