Payments

• Creditcard payment rejected
• How to process pre-paid payments in ones accounting?
• Recurring Payments
• Reserved Balance
• Supported payment methods
• What to do if you receive the error “We couldn’t load the payment area. Please try again.“
• Why a payment is not yet processed
• 🇪🇸 Pagos recurrentes
• 🇪🇸 Saldo reservado
• 🇪🇸 ¿Cómo aumentar el saldo?

Creditcard payment rejected

Question

Why my credit card payment was rejected?

Answer

Openprovider's payment processor uses several methods to validate a payment to ensure its legitimacy and prevent fraud.

It is very likely that one of these checks is causing trouble and will result in the payment being rejected.

Possible reasons for credit cards being rejected include:

• The creditcard is from a different country than the IP from which the payment is being submitted.
• The creditcard is from a country that is on a high risk list.
• The creditcard is configured to now allow payments to a different country than your own.
• The creditcard is configured to allow payments on a certain name. Be sure to add the right contact details to your account.
  
  

In all cases, our support department will be able to contact our payment processor and request an explanation why the payment is being rejected.

How to process pre-paid payments in ones accounting?

Question

How to process pre-paid payments in ones accounting?

Answer

Since the payment is only a deposit to increase the prepaid account balance, without any product or service in return from Openprovider yet, no invoice is generated of the deposit. Therefore it is not possible to add the payments as a "purchase order" in ones accounting.

Although it may differ how to process prepaid suppliers in different accounting solutions, in general it is possible to open a ledger account for Openprovider in your accounting. Here one can enter the payments and invoices, making Openprovider an entry that owes you money, instead of the other way around.

If this is not an option in your accounting solution, please contact your accounting solutions to ask for assistance.

Recurring Payments

In this article:

Two options for recurring payments

Setting up the Recurring Payment

Change payment details

Troubleshooting

Two options for recurring payments

Openprovider offers 2 options for automatic / recurring payments:

• Keeping a positive balance
• Scheduled payments

Keep a positive balance

Set a threshold of a balance that you wish to maintain and a payment amount that you want to add to your balance. This scenario is ideal if you want to maintain a certain balance. We check the balance after each billable transaction and automatically execute the recurring payment to top up your balance.

Example
Let’s say you want to keep a balance at €500,- and you set a payment of €200. If your account balance drops below €500, your account will be topped by an amount of €200. 

In case if your balance drops to €200 in one go, your account will be topped by an amount of €300 to get to the threshold that you have defined.  

Note! We advise to set the threshold not too low!
For example, if you set a threshold to just €20 and you have an upcoming renewal of a product of €49, the account balance might not drop below the €20 to trigger the balance increase to cover this renewal. Therefore we advise to use a threshold above the €100 or above the most expensive product renewal in your portfolio and always keep an eye on low balance warnings and the upcoming renewal emails, even when using the recurring payment method.

Scheduled payments

Set a specific amount to be added to your balance every defined number of days.
This scenario suits you best, if you know that you normally add, say, €300 every 5 days to your account at Openprovider. 

You may stop your recurring payment at any time via your control panel.

A transaction fee (incl vat) may be charged. This will be displayed in the control panel.

Setting up the Recurring Payment

You can find this option in the control panel: Account > Financial > Recurring payments

You are requested to sign the terms and conditions of this service during setup, before the service will be enabled.

Afterwards the signed terms and conditions can be found in the section: Account > Contract > Recurring Payments

• We offer Credit Cards (worldwide) or SEPA direct debits (only for EU users)
  If you want to enable SEPA Direct Debit, please contact our Sales Team (accounts@openprovider.nl).
• You can also set up a direct debit with an iDEAL payment (Dutch users only)
• The default option for recurring payments are Credit Cards.
  
  

If the option is not yet available in your account, please contact our Sales Department at accounts@openprovider.nl

Change payment details

After saving a payment one cannot change its details (expiry month, expiry year, account number, holder name, etc). The only option to change the current payment details, it to delete the current recurring payment and set up a new one.

Troubleshooting

In case the Create button stays greyed out after filling in the payment details, this means that the provided details were not successfully validated by our payment processor. Please check the  details and try again.

Not all card can be used to activate recurring payments. 
In case an error appears during the validation of the setup, this means that you card is not suitable. It means that the card issuer does not allow this type of transaction on this card/account.

For example:
- The card is a fleet card for which this type of transaction is not permitted.

- It is possible the issuing bank does not allow recurring payments made to this card.

- It could be also related to the MCC which the issuer might not allow. This refusal is returned directly by the cardholder's bank and Openprovider can't see the exact details of the refusal. More explanation or further details on the refusal, please contact the bank why they refused the payment.

In case this does not resolve your problem, please contact our support department for assistance.

Reserved Balance

Question

What is Reserved Balance?

Answer

Reserved balance is funds Openprovider blocks in your account when there is a pending order

For example : a pending transfer or an opened SSL certificate order.

From your control panel, you can see the 2 types of balance, available and reserved.

The available balance is the amount that you immediately use to purchase new products or services.

The reserved amount is already engaged in a purchase, as per the information above, and would only become available again if the pending operation was cancelled.

For example, if your account shows 30 EUR in the available balance and 20 EUR in the reserved balance, it means that you have overall 50 EUR in your account, but 20 of those is currently being spent in a pending transaction.

You can see the transactions that are booking balance from Account > Financial > Reserved Balance.

Supported payment methods

Question

Which payment methods does Openprovider support?

Answer

Based on the account settings and location, the Reseller Control Panel will show relevant payment methods. All payments must be initiated in your control panel.

Important!
Due to recent changes at our payment provider adyen, some payment options might not be available due to your account settings and the error "We couldn't load the payment area. Please try again" is shown. Please see the information below for the current situation. In case additional payment methods are added or restrictions are dropped, we will update this page.

The following methods are supported by Openprovider:

• Credit card: is processed in realtime, but a maximum amount applies. Supported credit cards are Visa, Eurocard Mastercard, and American Express. Transaction costs may be charged. This will be visible when selecting this payment method. 
  NOTE: 3D Secure must be supported by your bank to use this option!
  This method is available for all resellers.
  
   
• iDeal/Wero: a Dutch realtime payment method, supported by most Dutch banks. This payment method is free of charge and no maximum applies.
  This method is only available for Dutch and Belgium resellers (with a Dutch / Belgium address in their account settings)
  
   
• Wire transfer / Bank transfer: an offline payment method, where you order your bank to send a certain amount to Openprovider. No maximum applies.
  This method is only available for EU* resellers (with an address inside the EU in their account settings) AND currency set to EURO. (not available for accounts in Dollar, Pounds, etc)
  
  Please note:
  • This payment method is not enabled by default. Please contact accounts@openprovider.com to have it enabled. Include a copy of your commercial business document in the request for validation.
  • Prepare for a processing time of 2 to 5 business days, depending on your country and your bank. If you urgently need to top up your balance, consider a credit card or iDeal/Wero payment.
  • Both the amount and the payment reference that you get after initiating the payment via your control panel should exactly match!
  • If these data do not match or the payment has been done more than 30 days after it was initiated, our payment provider will no longer accept the payment and will return the money to the sender. A new payment order needs to be initiated in that case.
    IMPORTANT. Please make sure that you include only Payment reference and NO information on you own (like Paying for Reseller ID xxx, Openprovider payment, etc) in Payment concept, otherwise it will cause mismatch and the payment will be declined.
     
• Bancontact
  Bankcontact is also known as Mister Cash. The deposit will be increased immediately after the payment is fulfilled. The maximum payment allowed is € 146.000,00 per payment. This payment option is only available for Belgian customers. Transaction costs may be charged. This will be visible when selecting this payment method.
  This method is only available for Belgium resellers (with a Belgium address in their account settings)
   
• Paypal
  The maximum payment allowed is € 15.000,00 per payment. Transaction costs may be charged. This will be visible when selecting this payment method. We can not guarantee realtime payments, Paypal can process it within minutes or it can take up to 2/3 days.
  This method is available for all resellers.
  
   
• JCB
  A minimum of € 1.000,00 applies, and the maximum payment allowed is € 15.000,00 per payment. Transaction costs may be charged. This will be visible when selecting this payment method. This method is not realtime. When the online payment is processed the balance will be increased automatically in your Openprovider control panel. 
  This method is available for all resellers.
  
   
• Diners Club
  A minimum of € 1.000,00 applies, and the maximum payment allowed is € 15.000,00 per payment. Transaction costs may be charged to your account. This will be visible when selecting this payment method. This method is not realtime. When the online payment is processed the balance will be increased automatically in your Openprovider control panel. 
  This method is available for all resellers.
  
   
• Razorpay
  The minimum top-up amount is 1₹ and the maximum top-up amount depends on the payment method and allows top-ups up to ₹1000000 (with credit cards). Razorpay supports the following payment methods: Credit Cards, UPI, and NetBanking. With these payment methods, Indian users will be able to instantly top up their accounts. Transaction costs may be charged and will vary depending on the payment method.
  This method is only available for users who have their wallets set to Indian Rupees.

All payments are processed by a third-party payment gateway - Adyen, thus its name may appear on one's bank-statement receipts instead of Openprovider.

• Crypto currency
  We support BTC, ETH and USDC. 

Note : Crypto is not available for Indian customers (Jurisdiction).

Contact the support team if you have any queries regarding Crypto payments.

Important: 
Resellers in Russian jurisdiction (country = Russia, currency = Ruble) only have the option to increase their balance via a Wire/Bank transfer to our direct bank account at the moment due to the conflict. Our payment provider Adyen is not supporting those payments anymore via creditcard / paypal ect.
You can find the payment instructions in your control panel. Please make sure to add your resellerID in the payment description, as our finance team will need to add the payment to your account.
 

These bank-payment will take 2 / 3 business days to be processed.

If the payment has not been added to your account after 3 days, please sent a proof of payment to support@openprovider.com

 

 

Troubleshooting

In case all details are correct and you still encounter the error We couldn't load the payment area. Please try again", please check your VAT number* in your account. Use the European VAT database to preform the check : https://ec.europa.eu/taxation_customs/vies/#/vat-validation

In case your VAT number is invalid, the payment module will not be loading correctly.

*Only applicable for account with a VAT number added in the account details

In case your creditcard payments fails, please contact your bank and check if your bank support 3D Secure payments. In case the bank does not support 3D secure payments, the payment will be rejected automatically. Please consider to use alternative payment options like paypal. As a workaround, you can connect your creditcard to your paypal account to avoid this problem.

* EU resellers - the following list of country codes are considered EU countries and are eligible to use a Sepa / bank transfer if EURO as currency is used:
AD, AT, AX, BE, BG, BL, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GF, GG, GI, GP, GR, HR, HU, IE, IM, IS, IT, JE, LI, LT, LU, LV, MC, MF, MQ, MT, NL, NO, PL, PM, PT, RE, RO, SE, SI, SK, SM, VA, YT.

What to do if you receive the error “We couldn’t load the payment area. Please try again.“

If you encounter the error “We couldn’t load the payment area. Please try again.“ when trying to make a new payment, there are a few steps we recommend to try before contacting support.

- VAT number

• In case your account is within the EU and your VAT number is invalid, the module will not be loading. You can check if your VAT number is valid here.

- Bank transfer (wire transfer)

• This only works in case your address is within the EU and you have an account set up in EURO.

- iDeal transfers

• This only works in case your address is within the Netherlands or Belgium.

- Creditcard payments

• Check if your card is supporting 3D Secure payments. In case your card (card issuer) does not support 3D Secure payments, the card can not be used.
• Check if your browser is not preventing or blocking any pop-ups
• Check if the card has been used before to make successful payments or needs to be activated first
• In case this does not resolve the problem, please provide a screen record or screen shots with browser console logs enabled to our support department for further investigation. Your console logs may provide additional info about what is causing your issue.

Console logs in Chrome

• In your Google Chrome window, click the three dots icon in the top right corner.
• In the dropdown menu, select More Tools.
• In the next dropdown menu, select Developer Tools.
• In the sidebar that opens, Support may request logs from the Network or Console tab at the top.
• Copy the Console/Network logs to your clipboard or take screenshots of the logs to share with Support.

Console logs in Firefox

• In your Mozilla Firefox window, click the three horizontal lines icon in the top right corner.
• In the dropdown menu, select More Tools.
• In the next dropdown menu, select Browser Console or Web Developer Tools >> Network or Console tab.
• A popup window will appear with your logs (for Browser Console).
• Copy the console logs to your clipboard or take screenshots of the logs to share with Support.

Console logs in Safari

• Open a Safari window.
• In the top menu of your Mac computer, select Safari.
• In the dropdown window, select Settings.
• In the pop-up window, select Advanced from the pop-up windows top menu.
• Select Show Develop menu in menubar to enable the checkbox.
• Close the pop-up window.
• In the top menu of your Mac computer, select Develop.
• In the dropdown menu, select Show Web Inspector.
• Copy the console logs to your clipboard or take screenshots of the logs to share with Support.

Console logs in Microsoft Edge

• In your Microsoft Edge window, click the three dots icon in the top right corner.
• In the dropdown menu, select More Tools.
• In the next dropdown menu, select Developer Tools.
• Copy the console logs to your clipboard or take screenshots of the logs to share with Support.

Why a payment is not yet processed

Questions

Why is the payment not yet processed?

Answer

Online payment: The most common cause of an online payment not being processed is due to the payment not being finalized entirely. If an error occurs because iDeal is not available or the browser is closed too soon, the payment will not be sent to our account and your balance will not be increased.

Bank transfer: A bank transfer can take several days to complete. If some days have passed, please check the following things;

• Has the payment in then control panel been added to the list of payments?
• Was the correct description (payment reference ID) and exact amount used with the bank transfer?

In case the description (payment reference ID) and exact amount are not used in the actual payment, the payment processor will automatically reject the payment and sent the payment back to the bankaccount. We can not manually adjust wrong payment as this is an automated process.
The payment processor returns the payments in batches, so this can take up to 10 business days.
Do not add any additional information in the payment reference field, besides from the payment reference ID. In case you add any additional text (company name or internal PO number etc) the payment will be rejected!

In case the payment is not processed after 10 business days, but all steps are taken correctly, please contact the support department and include a screenshot or copy of your bank transfer and a signed letter from their bank claiming they have not received the funds back in order to further investigate.

🇪🇸 Pagos recurrentes

Openprovider ofrece 2 opciones para pagos automáticos / recurrentes:

• Mantener un saldo positivo
• Pagos programados

Mantener un saldo positivo

Establezca un límite de un saldo que desea mantener y un monto de pago que desea agregar a su saldo. Este escenario es ideal si desea mantener un cierto equilibrio. Verificamos el saldo después de cada transacción facturable y ejecutamos automáticamente el pago recurrente para recargar su saldo.

Ejemplo
Supongamos que desea mantener un saldo de 500 € y establece un pago de 200 €. Si el saldo de su cuenta cae por debajo de 500 €, su cuenta se completará con una cantidad de 200 €.

En caso de que su saldo baje a 200 € de una vez, su cuenta se completará con una cantidad de 300 € para llegar al umbral que ha definido.

Pagos programados

Establezca una cantidad específica que se agregará a su saldo cada número definido de días.

Este escenario le conviene más, si sabe que normalmente agrega, digamos, 300 € cada 5 días a su cuenta en Openprovider.

Puede detener su pago recurrente en cualquier momento a través de su panel de control.

Se puede cobrar una tarifa de transacción (IVA incluido).

Esto se mostrará en el panel de control.

Configuración del pago recurrente

Puede encontrar esta opción en el panel de control:

Cuenta > Financiera > Pagos recurrentes

Es necesario firmar los términos y condiciones de este servicio durante la configuración, antes de que se habilite el servicio.

Puedes encontrar los términos y condiciones ya firmados en la sección:

Cuenta> Contrato> Pagos recurrentes

Cambiar los detalles de pago

Después de guardar un pago, no se pueden cambiar sus datos (mes de vencimiento, año de vencimiento, número de cuenta, nombre del titular, etc.).

La única opción para cambiar los detalles del pago actual es eliminar el pago recurrente actual y configurar uno nuevo.

Solución de problemas

En caso de que el botón Crear permanece atenuado después de completar los detalles del pago, esto significa que nuestro procesador de pagos no ha validado correctamente los detalles proporcionados.

Verifique los detalles y vuelva a intentarlo.

En caso de que esto no resuelva su problema, comuníquese con el departamento de soporte para obtener ayuda.

🇪🇸 Saldo reservado

Hay acciones que no tienen un resultado instantáneo. Por ejemplo, cuando se solicita una transferencia de un .com no es hasta al cabo de 6 días que ésta se lleva a cabo. Esto también sucede, por ejemplo, cuando se solicita un certificado, ya que hasta que el proceso de validación no ha terminado, el certificado no se envía. 

Nosotros no cobramos el importe del producto hasta que se entrega al cliente pero nos tenemos que asegurar de que hay saldo disponible en el momento en que la acción finalice, es decir, en el momento en que el dominio se transfiera o el certificado se emita. Entonces, cuando se solicita uno de estos productos la cantidad necesaria se reducirá en el saldo de la cuenta. Esta cantidad estará marcada como reservada. Tan pronto como la transacción termine, la cantidad se descontará del saldo normal y la cantidad reservada volverá a ser 0. Si una transacción falla, la cantidad permanecerá reservada hasta que se acredite, por ejemplo al eliminar el dominio fallido de su cuenta.

Puedes ver las transacciones que están reservando saldo desdeaquí o entrando en "Mi cuenta / Financiero / Transacciones reservadas".

🇪🇸 ¿Cómo aumentar el saldo?