I've already paid, but I received a payment reminder
Did you get a reminder for an invoice you've already paid? Usually the payment hasn't been processed yet, or the reminder crossed paths with your payment. Below you'll read how to check this and what to do if it's not right.
Step 1: check the status in My Invoices
- Log in to My WebOké and go to My Invoices.
- Find the invoice by the invoice number from the reminder and check the Status.
- Paid: your payment has come in. The reminder crossed paths with your payment. You don't need to do anything.
- In progress: an automatic direct debit is running. Don't pay the invoice yourself again in that case.
- Unpaid: your payment hasn't reached us yet, or hasn't been linked yet. See step 2.
Step 2: how long does processing take?
- Paid online (for example iDEAL, credit card, PayPal, or Bancontact) via the Pay button, the payment link, or the QR code: the payment is processed immediately. The invoice will show as paid shortly after. See Paying via a payment link or QR code.
- Transferred yourself: the invoice stays open until the money is in our account. This usually takes at most one business day. We collect bank payments every hour and link them automatically to your invoice, based on the invoice number in the description.
- Automatic direct debit: the invoice shows as In progress until the amount has been debited. If the direct debit failed, the invoice will show as Unpaid again. See Activating automatic direct debit.
Step 3: did you transfer without an invoice number?
If the invoice number is missing or incorrect in the description, we can't link your payment automatically. Also, if you transfer one amount for multiple invoices, or a different amount than stated on the invoice, linking can sometimes fail.
In that case, send us a ticket with:
- the invoice number or numbers;
- a statement of the payment from your banking app or online banking, showing the date, the amount, the recipient, and the description.
Black out anything on the statement that we don't need, such as your balance and your other payments. We only need to see the payment to WebOké.
We'll then link the payment to your invoice by hand.
Prefer to transfer it yourself? Then scan the second QR code on the invoice page with your banking app. Our IBAN, the amount, and the invoice number will already be filled in correctly. That way, linking always happens automatically.
Detailed explanation with screenshots: Viewing and downloading your invoices and Paying an invoice (including multiple at once) in the My WebOké manual.
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