Resolution of payment issues

In case of a payment issue you should check if you are using a valid form of payment: Billing

If this is the case, we invite you to contact the support.

If the automatic payment fails, you have 10 days to pay for your services, according to our general terms of service. 3 reminders will be send:

  • Reminder 1: 2 days after the invoice is issued
  • Reminder 2: 5 days after the invoice is issued
  • Reminder 3: 8 days after the invoice is issued

After 10 days your services will be locked but your data remains on the server. If the payments has not been done 20 days after the invoice has been send, Online will terminate your services.

BE CAREFUL: In case you lost your payment card, we invite you to contact the support immediately to avoid your services being deleted!

Direct debit

Currently direct debit is only available for French customers.

There are several types of rejections on direct debit transfers. You can see an explanation of the different status codes below:

Code Reason Effect and solution
12 Unusable bank details Case #1
14 Account balance zero Case #1
15 Dismissed account Case #1
16 Unidentifiable recipient Case #1
18 Unidentifiable Emitter Case #1
20 Insufficient balance Case #2
31 No order to pay Case #3
32 Court order Case #4
33 Voluntary liquidation Case #4
34 Account struck by opposition Case #4
35 Account holder deceased Case #4
70 Debit disputed Case #4
71 Already paid or double payment Case #5
73 Amount disputed by the customer Case #5
74 Due Date disputed Case #5
75 Application for extension Case #5
76 Complaint made Case #5
77 Operation already rejected Case #5
80 draw-down notice Contact the support
88 No exchange with the bank Contact the support
99 The account does not allow direct debits Contact the support

Case #1

Reason: Your bank details are incorrect or unusable. We can not redo a direct debit which was refused by a bank for that reason, it is your responsibility to take the necessary steps to regularize your situation by performing:

  1. Check your bank account in the Management Console to correct the error or switch bank accounts.
    1. Check that the bank account holder (indicated on the RIB) matches the holder of the Dedibox subscription (For error 16 in particular).
    2. Send the new direct debit authorization to your bank.
    3. A Regularization of your bill by sending your payment by check to the address indicated in our General Conditions of Sale in a time of 8 days.

Warning !! Beyond this time, Dedibox your account and your server will be permanently closed.

Case #2

Reason: insufficient funds in your bank account. We can not redo a direct debit which was refused by a bank for that reason, it is your responsibility to take the necessary steps to regularize your situation by performing:

  1. A Check issued using a bank account that has credit available.
  2. Payment of your invoice using a credit or debit card in a time of 8 days.

Warning !! Beyond this time, Dedibox your account and your server will be permanently closed.

Case #3

Reason: Your bank does not have your debit authorization. We can not redo a direct debit which was refused by a bank for that reason, it is your responsibility to take the necessary steps to regularize your situation by performing:

  1. A signed and dated print of your debit authorization, which is on your management console.
  2. Send it to your bank by mail and ask for confirmation of the good reception of the latter.
  3. Pay for your invoice by sending in a check or pay it by credit or debit card in a time of 8 days.

Warning !! Beyond this time, your account and your server will be permanently closed.

Case #4 and Case #5

Reason: Bank opposition or dissent.

These reasons cause the immediate suspension of your account and the management fee will be added to your invoice (see our price sheet). You have a delay of 8 working days to send us your payment by bank check, beyond that time, your account will be permanently destroyed.