Please note that we have changed the menu structure.To simplify navigation, your elopage account is now structured slightly differently. But the functions remain the same. We will adjust the help section and renew the screenshots. If you have any questions, our support will be happy to help.
Achtung, neue Menüstruktur! Um die Navigation zu vereinfachen, ist dein elopage-Account jetzt etwas anders strukturiert. Die Funktionen bleiben aber die gleichen. Wir werden den Hilfebereich anpassen und die Screenshots erneuern. Bei Fragen hilft unser Support gerne weiter.
This is a machine-translated article. We’re constantly working on improving translation quality for an optimized help center experience. We apologize for any inconvenience.

Advance payment not received

  • Updated

tip.png Does your customer not have access to your product even though he has transferred the amount due? Then it's likely that he took the payment information from the invoice or set up a standing order for recurring payments. However, your customer will only receive the correct transfer information on the payment manage page. That's why it's important that one-time and recurring payments are always triggered on the payment manage page. We have summarized what you can do if your customer has made a wrong transfer here.

info.png Info

He can find the link to the payment manage page in his payer account in "Payments" and "Orders" by clicking on the blue options button.



step_guide.png Step-by-step guide

  • Ask your customer for proof of transfer (e.g. photo of bank statement) containing the following information: sender's name and IBAN, date and amount and recipient's name and IBAN
  • Create a request to our support at >>
  • Enter "Assign payment in advance" as the subject.
  • Enter "Research on a transfer /cancellation of a payment" as the reason
  • Be sure to include the Order ID. We showy you where to find them in >>IDs for customers, orders & transfers.
  • Under "Attachments" click Add Files and attach the proof of transfer to your request.

More about payment in advance

Setting up an advance payment

FAQs about advance payment

Canceling & reimbursing payments

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