Our invoices are generated automatically, and at first glance they can look busier than expected — especially if we host more than one site for you. Here is how to read one, line by line.
What the line items mean
Each line on an invoice is one service. That typically means:
- One line per hosted website — so three sites means three hosting lines.
- One line per care plan, if you have one.
- One line per domain registration or renewal coming due.
Every line shows its own billing period — the date range that charge covers. Because services can renew on different dates, it is normal for two lines on the same invoice to cover different periods. If a line's period looks wrong, that is exactly the kind of thing to ask us about.
What the status means
- Unpaid — the invoice has been issued but no payment has gone through yet. This is the normal state between the invoice being generated and your card being charged.
- Payment Pending — a payment has been submitted and is working its way through processing. You usually do not need to do anything; it will flip to Paid once the payment clears.
When your card is charged
Invoices are issued ahead of the due date, and your default payment card is charged automatically when the invoice comes due. You will get the invoice email first, then a receipt once payment succeeds — so receiving an invoice that says Unpaid does not mean anything has gone wrong yet.
If a payment fails
If a charge fails — most often because the card on file has expired — the system retries automatically and emails you an Invoice Payment Failed notice each time. The fix is usually just updating your card and setting it as the default under Account → Payment Methods (see our article on updating your credit card). After repeated failures over an extended period, services may eventually be suspended — typically after about two weeks of failed attempts and notices, and service resumes automatically as soon as payment goes through — so it is worth sorting out card issues when the first email arrives rather than letting them stack up.
If any line item, amount, or billing period on an invoice does not look right to you, open a support ticket and we will walk through it together.
