1000 FAQs, 500 tutorials and explanatory videos. Here, there are only solutions!
Resolve a reminder situation despite payment
This guide applies to you if you have received a payment reminder for an Infomaniak invoice even though everything seems in order.
Email reminder from Infomaniak?
Check if the reminder received is not a phishing attempt (fake email / message not from Infomaniak / scam). Read this guide.
Standing order payment
If you have set up a standing order payment, the reference number will not match that of the invoice.
Since each invoice has an individual reference number, check the invoice for the month or payment period concerned.
Difference in amount / currency
The amount of your payment does not match that of the invoice. Always pay the exact amount of the invoice, and in the currency of the invoice.
Money on prepaid account
The payment you made has been received but due to an issue linking your payment to the outstanding invoice, this initial payment has been deposited into the prepaid account.
Check the balance of your prepaid account (read this guide if necessary) and pay the invoice using this method.
Reminder crossing the payment
A payment has been made, but if it was by bank transfer, a reminder may have been sent before the invoice balance. You can change how payments are made: