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Payment, Invoice, and Bank Information Frequently Asked Questions (FAQ)

  • Updated

Table of Contents

Invoice

Payment

Bank Information

 

How is my invoice delivered?

After a successful payment, invoices are automatically sent to the email address you used when logging into the platform. If you chose wire transfer as your payment method, you will receive an invoice with instructions on how to proceed.

  1. Check Email:
    • Inbox: To locate your invoice, check your email inbox. It should arrive promptly after your payment confirmation.
    • Spam Folder:
      If you don't find the invoice in your inbox, be sure to check your spam or junk folder. Occasionally, automated emails may end up there.
  2. Payment Confirmation:
    Your invoice will be marked as "paid" once your payment is successfully processed. This applies to payments made via Credit Card and Alipay.
  3. Wire Transfer Instructions:
    If you selected wire transfer as your payment method, the invoice you receive will include detailed instructions on how to proceed with the bank transfer. Follow these instructions carefully to ensure a smooth transaction.
  4. Payment Notice Discrepancies:
    If you have already paid your invoice but still see the payment notice on your account, please contact our Support team for assistance at Support@worldly.io. 

 

Can I combine 2 or more invoices into 1?

Each facility you are working with will have a unique virtual account number for payments. This account number is expected to remain consistent over time. Additionally, each invoice generated for a facility will include a unique reference ID, similar to an invoice number. Please ensure this reference ID is included with any wire transfer payments to ensure proper processing.

Payments cannot be combined if they pertain to different facilities or account numbers. Each payment must be made individually according to the corresponding facility and account number.

If you only want to use one invoice, you may use the option to "purchase for others" to purchase for multiple facilities using one facility account.

 

Can I request to change the information on my invoice?

If you need to modify your invoice details, we've got you covered. Here's a simple guide on how to request changes and ensure your invoice contains the correct information:

  1. Reach Out to Support:
    Contact our support team, and they'll assist you with updating your invoice information. You can connect with our support agents via email at Support@worldly.io.
  2. Provide Essential Information:
    When you reach out, please ensure you provide these important details:
    - Your Account name
    - Worldly ID
    - Email address linked to your account
    - Reason for the requested changes.
  3. Invoice Information Update:
    The Support team can modify information such as 'Bill to,' 'Ship to,' and more.

 

Can I request to cancel the invoice?

If you find yourself needing to cancel an invoice, we're here to guide you through the process. However, there are certain conditions to be aware of before making a cancellation request:

Conditions for Invoice Cancellation:

To request an invoice cancellation, the following conditions must be met:

  1. Module Status: Your module must be in 'Not Started' (NS) status. Unfortunately, once the status is 'Started,' regardless of the reason, cancellation is no longer possible.
  2. Unpaid Invoice: The invoice you wish to cancel should not have been paid. Please note that paid invoices are not refundable.
  3. Reason for Cancellation: When making a cancellation request, you need to provide a clear and specific reason for needing the invoice canceled.

Cancellation Process:

Once you meet these conditions and need to cancel your invoice, here's the process:

  1. Contact Support: Contact our support team with your cancellation request. You can contact them via email at Support@worldly.io.
  2. Providing Details: When contacting support, be sure to include the following details:
    • Your Account name
    • Worldly ID
    • Email address associated with your account
    • Invoice number
    • The precise reason for your invoice cancellation request
  3. Cancellation: Our support team will handle your cancellation request. The processing time depends on the invoice issuance date.
    • If the invoice was issued within the same month: 1-3 days
    • If the invoice was issued over 30 days: 7-15 days. 
  4. Additional Actions: After canceling the invoice, support agents will perform the following actions:
      • Delete any unpaid modules associated with the canceled invoice.
      • Cancel any pending payments in the Payment Section of your account.
      • Set your subscription status back to 'NONE.' You will have the option to purchase another subscription again. 

 

Where is my invoice? I can't find it in my email or spam folder.

If you encounter any issues receiving your invoice, you can reach out to our support team by emailing Support@worldly.io or by using our chat feature.

When you contact our support agents, please provide the following details:

  • Your Account name
  • Worldly ID
  • Email address associated with your account

Our dedicated support agents have access to our invoicing tool, which allows them to locate your invoices swiftly and download them for you.

 

Why do users still have an outstanding balance on their invoice, despite claiming to have made a full payment?

The amount on the invoice is the total amount due to Worldly after all fees and taxes. Our bank does not charge any fees to receive the transfer; however, if your bank sent it through an intermediary bank, there may be fees charged by that bank. We highly suggest you check with your bank about bank fees to successfully transfer the total amount due.

 

How to use Discount Codes

If you've received a discount code, you can apply a discount code on the platform by clicking on the 'Add Discount Code' button after selecting your desired payment method.

After pressing the 'Add Discount Code' button, a text box will appear. Please type the code into the text box and press the 'Apply' button.

Once the discount code is approved, the discount will be applied to your purchase, and you may proceed with payment using your selected payment method.

 

What is the address of Wells Fargo?

If you're paying by wire transfer, use the address for Wells Fargo at 354 Oyster Point Blvd, South San Francisco, CA 94080.

 

Do you issue Tax Residency Certificate?

No, we do not have a Tax Residency Certificate (TRC).

We only offer the following documents/forms, which can be found here.