When an Invoice is partially paid
If more than 15% of the amount billed is missing, meaning less than 85% arrived, your plan is not activated and the Invoice is marked Partially Paid. The funds are held while you decide what to do. A summary of these rules is shown on the checkout page before you pay.
In the member area the Invoice shows the status Partially Paid, with a Partial Paid button in the Action column, and a "Partially paid: plan not activated" notice above the invoice table.
Your two options
Pay the remainder: select Pay shortfall. We issue a settlement Invoice for the outstanding amount, calculated in the same coin as the original Invoice, so it does not change if the coin's price moves.
Request a refund of the funds received: select Request a refund and choose "Cancel my incomplete (partial) payment".
The deadlines
A refund can be requested within 90 days of the date the funds were received. What counts is the date you submit the request.
The remainder must be paid by day 87, 3 days before the 90-day period ends. A payment made close to that deadline may not be confirmed in time.
After day 90 there is a 72-hour grace period only for a settlement payment already being processed, or a payment you reported to us. It is not extra time to pay.
If you neither pay the remainder nor request a refund in time, the funds are forfeited and the Invoice is closed (status Closed).
The Invoice Detail view shows Holding period started, Invoiced, Received, Remaining, Pay remaining by and Request a refund by, with the days left. Reminder emails are a courtesy only: the deadlines apply even if a reminder goes to spam or does not arrive.
While an Invoice is partially paid
You cannot start a new purchase, whether a renewal, an upgrade or a plan change, until the shortfall is paid or a refund of those funds is requested. Checkout shows "Complete your partial payment first" with the same two buttons.
Refund of partial funds
Once you request a refund of the funds received, you can no longer pay the remainder and any open settlement Invoice is cancelled. If the request is declined, you can pay the remainder again, but only until day 87. These refunds are processed manually, take at least 14 business days, are sent in the same asset and network, and carry a deduction of about 10% to 15%.