Verify an invoice
Use the signed-in client area to verify an invoice before paying; an email alone is not proof of a charge.
Open the portal from a trusted bookmark or Novasean's site. Compare the invoice number, service, amount, currency, status and due date with the email. Use a payment option only if it is shown in the signed-in portal. An email link or attachment alone cannot authenticate a charge.
Read the invoice fields together
| Field | Why it matters |
|---|---|
| Invoice number and status | Distinguishes a current unpaid invoice from an old reminder or paid record. |
| Service and period, if shown | Identifies the charged service and interval where stated; ask billing for the interval if absent. |
| Amount and currency | Helps catch a mismatched or altered payment request. |
| Due date and payment method | Clarifies the actual deadline and available portal route. |
If a payment has been made but the portal still says unpaid, allow for the method's processing time and raise a billing ticket with the invoice number and transaction reference. Do not post full card details or bank credentials.
Illustrative discrepancy: an invoice may show a one-time setup line with no period. Record its line description and invoice number, then ask billing which service or order it covers.
If the invoice line lacks a service interval, do not substitute the invoice issue date; ask billing for the covered period in writing.
If details do not match
Do not pay a mismatched or unfamiliar request until it is checked. Open a billing ticket with the invoice number, the field that differs and the date of the message. Avoid posting payment card numbers or full bank details in a ticket. A payment may take time to be reflected depending on the selected method; retain the processor reference privately and provide only what support requests through a secure channel.
Write a useful support ticket
- In the client area, choose the relevant support department and linked service if offered.
- Use a subject describing the symptom, for example ‘Website returns 503 after update’ rather than ‘Urgent’.
- Include when it began, the affected domain or service ID, steps to reproduce, expected result, actual error and recent changes. State the timezone for timestamps.
- Attach a redacted screenshot or log excerpt only if it helps. Remove passwords, tokens, personal message content and unrelated customer data.
Example of a useful first message
Subject: example.com returns 503 after application update. Body: ‘From 14:20 Europe/Brussels today, https://example.com/ returns HTTP 503 on two networks. The home page worked at 13:55. We updated the application at 14:05 and have not changed DNS. The DirectAdmin service is reachable. We have a backup made before the update and have not restored it. Please check whether the hosting platform reports an issue and advise on the next diagnostic step.’ The hostname, time and event are illustrative placeholders; replace them with your observations.
For mail, include a bounce code and exact send time. For a VPS, include the service ID, panel state and console message. Reply to the same ticket with the outcome of any advised test so the incident timeline remains complete.
Follow the same thread
Reply within the existing ticket so the evidence and decisions stay together. To find that thread and interpret its current state, use the support-ticket status guide. If service is restored, confirm what you tested. For unmanaged services, the customer remains responsible for application and guest administration; support can identify platform faults and advise within the purchased service scope. An invoice query and a technical outage may need separate departments so each reaches the right team.
Sources and technical references
Related guides
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