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Resolving a payment reminder situation
This guide is for you if you have received a payment reminder for an Infomaniak invoice even though everything seems to be in order.
Reminder email from Infomaniak?
Check that the reminder received is not a phishing attempt (fake email / message not from Infomaniak / scam).
Standing order
If you have set up a standing order, the reference number will not match the invoice number.
Since each invoice has an individual reference number, check the invoice for the month or payment period in question.
Difference in amount / currency
The amount of your payment does not match the invoice. Please always pay the exact amount of the invoice, and in the currency of the latter.
Money on the prepaid account
The payment you made has been received, but due to an issue that occurred while linking your payment to the outstanding invoice, this initial payment has been deposited into the prepaid account.
Check your prepaid account balance and pay the invoice using this method.
Payment reminder that crosses with the payment
A payment has indeed been made, but if it was by bank transfer, a reminder may have been sent before the invoice was settled. You can change how payments should be made: