---
title: Contact Infinity3 about a billing query
description: "Provide the right references so your question can be reviewed against the relevant account and service. #### Before you start Gather the invoice, payment confirmation or service details involved. This guide covers billing between your business and Infinity3. #### Explain…"
url: "https://www.infinity3.co.uk/help/contact-infinity3-about-a-billing-query/"
updated: "2026-10-08"
category: "Billing & Your Account"
---

# Contact Infinity3 about a billing query

Provide the right references so your question can be reviewed against the relevant account and service.

#### Before you start

Gather the invoice, payment confirmation or service details involved. This guide covers billing between your business and Infinity3.

#### Explain your query

1. Give your business name and the best contact for the reply.
2. Identify the invoice number or service involved.
3. Explain what you expected and what you want clarified.
4. Include relevant dates, amounts and payment references.
5. Refer to any previous approval or message that helps explain the request.
6. Send through your agreed contact route or the Infinity3 website’s **Support** page.

For example: “*Please explain the additional work shown on invoice \[number\] and confirm which approval it relates to.*”

#### Common questions

You can ask for an invoice copy, clarification of a charge, confirmation of a payment or a review of an apparent duplicate.

If you are requesting a credit or refund, explain the reason and include the related references. The request needs to be reviewed; it does not automatically change your account balance.

####  Things to know

- Keep related follow-up information in the same conversation.
- Hide unnecessary financial or personal details in attachments.
- Never provide banking passwords, verification codes or full card details.
- For invoices you send to your own customers through the Platform, use \*\*Infinity3 Platform\*\* → \*\*Payments & Invoicing\*\* instead.

If timing is important, explain the reason when sending your query.