Credit is a prepaid balance in your account. You top it up in advance and then use it to pay orders and upgrades with a single slide, without being sent to a payment gateway. We pay service renewals from your credit ourselves on the due date.
What you'll need
- An account with billing details filled in
- A payment method for the top-up
- About 5 minutes
How credit works#
| Property | Value |
|---|---|
| Top-up | 100–20,000 CZK, whole crowns only |
| Maximum balance | 50,000 CZK (unpaid top-ups count too) |
| Unpaid top-ups at a time | at most 3 |
| What you can pay with credit | new service orders, upgrades and service renewals |
| Fee for paying with credit | none |
If the Credit section shows Credit top-ups are coming soon., credit isn't available yet.
Topping up credit#
In the customer area, open the Credit section.
In the Top up credit part, choose the Amount: one of the presets (100, 200, 500, 1,000 or 2,000 CZK), or Other amount and type your own (for example
750).Choose the Payment method. The same methods with the same fees as for orders are available (overview).
Check the summary
We add … · you pay …. If the method has a fee, you'll also see a sentence about the fee. The fee is not added to your credit. If the amounts are masked, streamer mode is on; reveal them with the Show details button at the top.Tick the box to agree to the terms and conditions.
Click Top up credit.
You'll see
Redirecting to payment…and the payment gateway opens.Pay. When you come back, you'll see
Credit added. Current balance: ….
Example: you top up 500 CZK with PaySafeCard (13%). You pay 575 CZK and 500 CZK is added to your credit.
Receipt now, invoice later
After a top-up you get a Payment receipt (the number starts with DK-). It isn't an invoice: credit is an advance payment. We issue the invoice once you use the credit for a specific order or upgrade. You'll then find it in the Invoices section.
Paying an order or upgrade with credit#
Open the order (from the Invoices section or the Awaiting payment tile on the Overview), or create a new one.
On the Order summary page you'll see the line
Credit … · … left after paymentand the Pay with credit button.Click Pay with credit.
Confirm with the Slide to pay slider.
You'll see
Paid with credit. We're setting up your service.(for an upgrade, a confirmation of the upgrade).
If your credit isn't enough, you'll see Your credit … is not enough, … missing. and a Top up the missing amount button. It opens a top-up with the missing amount filled in. Once the top-up is paid, click Finish paying the order and pay with credit.
You can't combine credit and a card in a single payment. Either you pay the whole amount with credit, or the whole amount through the gateway.
A payment already started in the gateway
If you've already opened the payment gateway for an order and then choose credit, you'll see You have a payment in progress. If you then complete the payment in the gateway, you pay twice. We add the second payment to your credit, so it's better not to complete the payment you started in the gateway.
Automatic renewal payments from credit#
We pay a service renewal (the payment request for the next period) from your credit ourselves, on the due date. All you need is enough credit and complete billing details.
- Automatic payment is on for every service. Turn it off in the service detail, in the Payments tab, with the Pay automatically from credit switch.
- Your credit balance is shown below the switch. If it isn't enough for the next payment, you'll see
… shortand a Top up credit link. - After payment you get an invoice, and in Credit history you'll see a Payment … entry with the invoice number.
- If your credit isn't enough, the request stays open for payment and we remind you about it. You can also pay with another method.
How renewals work as a whole is described in Service renewal, recurring payment and upgrades.
Credit history#
The Credit history table has the columns Date, Transaction, Amount and Balance (after the transaction). The transactions mean:
| Transaction | What happened |
|---|---|
| Credit top-up | You paid a top-up. |
| Payment … / Payment with credit | You paid a document with credit (the number links to the invoice). |
| Bonus | A bonus from us (for example from a promotion). The balance shows “incl. bonus …”. |
| Compensation | Compensation from us, for example for an outage. |
| Adjustment by support | A manual balance correction by support. |
| Returned to credit | We returned the money for a paid order to your credit. |
| Extra payment credited | You paid more than needed (twice); the surplus is in your credit. |
| Paid out | We sent your credit back to your bank account. |
| Top-up payment returned | The payment for a top-up was reversed (for example by a chargeback at your bank) and your credit was reduced by it. |
| Payment refunded to you | Money we had earlier added to your credit (a refund or an extra payment) was returned to you by the payment gateway, so your credit was reduced by it. |
| Transferred from previous account | A balance transferred from your earlier customer account with us. |
Unpaid top-ups#
A top-up you created but didn't pay is in the Top-ups awaiting payment tile.
- The Pay button takes you back to the payment.
- The Cancel top-up button cancels it. A payment already started in the gateway can't be cancelled (
The payment has already started, so the top-up can't be cancelled now.). - An unpaid top-up is cancelled automatically after the deadline. The date is shown next to the top-up.
- You can have at most 3 unpaid top-ups at a time.
Negative balance#
In rare cases the balance can go negative, typically when a top-up payment is reversed after you've already spent the credit. The Credit tile then shows “negative, please top up”. Your next top-up first settles the debt and only the rest stays as credit.
Verification#
- On the Overview, the Credit tile shows the new balance.
- In Credit history there's a Credit top-up entry with the amount excluding the fee.
- In the Invoices section there's a Payment receipt with the status Paid.
Troubleshooting#
The amount can't be entered (… CZK in whole crowns.)#
The amount is out of range or has a fraction of a crown. Enter a whole number from 100 to 20,000, without spaces or a decimal separator.
Credit can be at most 50,000 CZK.#
Your balance plus unpaid top-ups plus the new top-up would exceed the cap. Choose a smaller amount or use some of your credit first.
Too many unpaid top-ups.#
You have 3 unpaid top-ups. Pay or cancel some of them.
… can only be used for top-ups up to … CZK.#
The chosen method has an upper limit: Premium SMS can be used for top-ups up to 228 CZK, mobile carrier billing up to 1,318 CZK (the gateway's 1,500 CZK limit applies including the fee). Choose a smaller amount or another payment method, such as a card or bank transfer. A method that can't be used for the amount you entered already shows only for top-ups up to … CZK in the form.
I want my credit paid back to my account#
Contact us from your account's email.
Summary
- You can top up 100–20,000 CZK of credit; the payment method fee isn't added to your credit.
- After a top-up you get a payment receipt; the invoice comes when you use the credit.
- You pay orders and upgrades with credit using a slider; if it isn't enough, you top up the missing amount.
- We pay service renewals from credit automatically on the due date; turn this off for a service with the Pay automatically from credit switch.
- Unpaid top-ups are cancelled automatically after the deadline; you can have at most 3 at a time.