A failed collection does not cancel the invoice; resolve the payment before service suspension or domain expiry becomes possible.
Applies to: Billing, payments and invoices
WHMCS records invoices, payments, credits and tax information against the customer account. A catalogue price change does not rewrite an existing invoice, and a service status does not always change at the same moment as an invoice status.
Before you start
- Open the actual invoice and confirm it remains Unpaid.
- Check the bank or payment provider for the failure reason or pending duplicate attempts.
Work through these checks
- Read the invoice and gateway message to distinguish a decline, expired method, authentication failure or temporary provider error.
- Update the stored payment method when it has expired or changed, then pay the invoice manually if WHMCS does not schedule an immediate retry.
- Do not create several rapid attempts. Multiple authorisations can appear as pending even when only one is eventually captured.
- Check the service due date and domain expiry date. Domain renewals and third-party licences may have less recovery time than a normal hosting invoice.
- After payment, confirm that the invoice shows Paid and that a suspended service has returned to Active or has a reactivation request in progress.
- Open a billing ticket before the due date when a payment cannot be completed, but do not assume that a ticket automatically extends a registration or prevents automated action.
Confirm the result
- The invoice is paid once and the transaction history contains a single successful payment.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The bank says the card is valid but the gateway declines it. | Address verification, authentication, online-payment controls or issuer risk rules may still reject the transaction. | Ask the issuer for the decline reason or use another supported method; Tudor Internet cannot override a bank decline. |
| The service remains suspended after payment. | Automatic unsuspension failed or the service requires a manual security or abuse review. | Open a ticket with the paid invoice and affected service; do not place a duplicate order. |
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- How automatic payments work
- Update the payment method for future invoices
- What happens when an invoice is overdue
- Service suspension and reactivation
- How account credit is applied to invoices
Last reviewed: 2026-07-18.
