Why have I received an invoice after trying to close my account?
In this article, we'll explain why you may receive an invoice after closing your products and what to check before your account can be fully closed.
To close your Webfactory account, you must first close every product through the Hub. You will then need to pay any final balance before the account can be fully closed.
If you receive another invoice after closing your products, the most likely reason is that one product is still active.
Check whether a product is still open
Websites, domains and other services are treated as separate products. Closing your website does not automatically close its associated domain. If the domain remains active, domain fees will continue to be invoiced.
From the Hub, select your profile picture.
Go to 'Account & billing'.
Find the 'Product management' section.
Review every product listed and check that each one has been closed.
Why your domain is not closed automatically
When you close a website, we do not automatically close the domain or any email products connected to it. Some customers need these services to remain active while emails are moved or a domain transfer is completed and validated. Closing them automatically could interrupt email service or prevent the transfer from completing.
The Hub displays a warning whenever you close a website to remind you that any remaining products may also need to be closed. Review each product and close it separately when you no longer need it.
Check your invoice
The invoice should help you identify why the charge was raised. Check:
- The product or service named on the invoice.
- The period covered by the charge.
- The date the product was closed.
- Whether the charge is monthly, for part of a month or an annual renewal.
- Any previous balance, failed payment, credit or adjustment.
What to do if the invoice looks wrong
If every product is closed and you do not recognise the charge, contact our support team and ask us to review it.
Please provide your invoice number, the product shown on the invoice and the date you requested closure. Include your closure confirmation if you have one.
You can contact us through live chat, call 02920 090190, or email hello@webfactory.co.uk.