Paying a Kayako Classic (On-Prem) Renewal When Credit Card Entry Is Blocked in my.kayako.com

Overview

When renewing a Kayako Classic subscription, users may be directed to my.kayako.com to manage billing details. In some situations, the Billing Info page does not display editable credit card fields or a Submit option. Instead, it may show informational billing content without any way to enter or save a card directly in the portal.

When this happens, the renewal can still be paid by using the Online Payment Link included in the invoice. This is the correct payment path when the portal page does not provide card-entry controls.

This behavior affects the billing workflow, not the Kayako Classic application itself.

Solution or Explanation

If the Billing Info page does not let you add a credit card, use the invoice payment link instead of trying to complete the payment from my.kayako.com.

Use the invoice payment link

1. Locate the current renewal invoice for the subscription.
2. Open the invoice PDF.
3. Scroll to the remittance or payment section near the end of the invoice.
4. Select the link labeled Online Payment Link.
5. Complete the payment through that online payment page.

If future payments need to be saved

Some invoices also include a separate link labeled Online payment and set up auto-pay for future payment. If that option is present, use that link rather than expecting the billing portal page itself to store the card.

If paying by wire transfer

If payment will be made by bank transfer or wire:

1. Use the wire instructions shown on the invoice.
2. Send the payment in the required currency and include the invoice or order reference.
3. Initiate the transfer at least 7 days before the due date so there is enough time for processing.

If the invoice is missing or the payment link fails

If the invoice is not available, or the online payment link does not open or complete successfully, collect the following before escalating:

• Invoice number
• Screenshot or exact error message
• Confirmation that the correct registered billing email is being used
• Whether payment is being attempted by card or wire

Example

A user opens my.kayako.com and selects Billing Info, but the page shows billing procedure information instead of editable card fields. In that scenario, the user should not wait for card-entry controls to appear in the portal. The correct next step is to open the invoice and use the Online Payment Link provided there.

Verification

The process is working correctly when at least one of the following is true:

• The online payment page opens from the invoice and the payment can be submitted successfully.
• A payment confirmation or receipt is received.
• The invoice status later updates to show that payment has been completed.

Additional Notes

• Access to my.kayako.com still depends on the registered email address for the account.
• The public billing articles describe the standard billing-management flow in my.kayako.com, but if the portal page does not expose card-entry controls, the invoice payment link is the validated fallback path.
• Wire transfer is appropriate for annual payments, but it requires additional processing time.
• This article applies to payment workflow issues. It does not indicate a Kayako Classic product defect.