# Balance and payment: card and IBAN invoice

> How to top up your ZRAZU balance by card or by an IBAN invoice, save a card, pay for an order, and what to do if a payment didn't go through.

URL: https://zrazu.com/en/docs/account-balance/

ZRAZU services are paid from the organization's **balance**. You top the balance up by card or by bank transfer against an invoice; an order can also be paid directly at checkout. Current prices are on the [prices page](https://zrazu.com/prices/).

## Where the balance is

The balance amount is always visible in the dashboard header. Click it to see the breakdown and the "Top up" button. The full money history is on the "Money movements" page, and what was ordered and paid is under Billing → Orders.

An organization may have more than one balance: one per seller — "with VAT" and "without VAT". An order is paid from the balance of the mode that matches your payer. See [invoices and documents](https://zrazu.com/en/docs/account-documents.md) for payers. Bonuses (if any) are shown separately from your own money and can't be withdrawn.

The owner, an administrator or an accountant can top up the balance and manage cards.

## Top up the balance

Open Billing → Payment methods. Topping up takes three steps:

1. **Whom you pay** — choose "With VAT" (for VAT payers) or "No VAT" (for individuals and non-VAT payers).
2. **How you pay** — "By card" (the money is on the balance at once) or "Invoice" (a transfer to IBAN, credited once the money arrives).
3. **How much** — pick an amount or type another one in whole hryvnias.

A single card top-up is limited to a certain amount — the form shows it; pay a larger amount by invoice.

### By card

1. Choose a saved card or "New card on the bank's page".
2. If you like, keep the "Save the card for future top-ups" box ticked.
3. Click "Pay … on the bank's page" and enter the card details on the bank's page.

You enter the card number only on the bank's page; we keep only the mask and the bank's token. If a card payment carries a fee, the form shows it and the amount "you pay" before you click the button.

### By invoice to IBAN

1. Choose "Invoice", enter the amount and the payer the invoice is for.
2. Click "Issue invoice".
3. Copy the details (recipient, IBAN, code, bank, MFO, payment purpose) — each line copies separately — and pay from any banking app. You can open the invoice for print or PDF.

Copy the payment purpose exactly: we find the transfer in the statement by the invoice number. We credit the amount that actually arrived. If you transferred less, pay the difference with the same purpose. Invoices with the statuses "Awaiting payment", "Credited …" and "Cancelled" are listed under "Your invoices". If you have already paid, don't cancel the invoice.

## Saved cards

The "Payment methods" page has a "Saved cards" section:

- "Make primary" — the default card;
- "Delete" — the card is deleted and the bank's token erased at once; past payments stay in the history;
- a card is stored with the seller it was entered for: a card of one mode can't be used for the balance of the other.

When a card is about to expire, the dashboard asks you to add a new one.

## Pay for an order

After you check out the cart, the payment step opens:

- **By card** — pay on the bank's page. If the balance covers part, the dashboard shows "By card …, another … from the balance".
- **From the balance** — if it is enough, click "Pay from balance".
- **By invoice (IBAN)** — the details appear on the page; as soon as the bank processes the transfer, the order is paid by itself. You can close the page: the state is always visible under "Orders". If part of the amount is already on the balance, click "Use my balance" — the invoice will be for the difference only.

The “Payer on the invoice and act” field under the payment ways decides who the invoice and act are issued to — see [Invoices, acts and payers](https://zrazu.com/en/docs/account-documents.md).

After payment we register the domain with the registry, usually within a minute. Transferring a domain from another registrar takes up to 5 days. Until an SSL certificate is issued, the money for it is refunded in full.

## One-off work ("Charges")

Sometimes we prepare a one-off service outside the price list. It appears under Billing → Orders for your approval: first you approve a spending limit with "Approve", then we work and charge only the actual costs; the rest comes back. We won't charge above the limit without your consent. If you disagree, click "Decline".

## If it didn't work

- **"The bank declined the payment — no money was taken"** — try another card or an IBAN invoice.
- **"The bank hasn't replied yet — we'll credit it as soon as it does"** — wait. If the bank confirmed the payment, the money is already on the balance: check "Money movements".
- **"The bank declined the payment or it didn't complete"** on the order page — no money was taken and no domains were registered. Pay again. The names aren't reserved: while you retry, someone else may register them.
- **Names were taken while you were checking out** — they didn't enter the order amount; you can pay for the rest.
- **"Card payment for this seller isn't connected yet"** — top up by invoice transfer.
- **Money was taken but the order isn't paid** — write to [support](https://zrazu.com/en/docs/account-support.md) with the order number.
- **The order couldn't be fulfilled** — the ZRAZU team returns the money to the balance.