FAQs About Billing
This page lists frequently asked questions about billing. If you don't find the answer you're looking for here, please submit a ticket to contact us.
Why Can't I Use PayPal or Credit Card for Payment?
PayPal or credit card payments require complete personal and address information. Incomplete personal or address details may lead to payment failures. Therefore, when choosing these payment methods, we require you to provide complete personal and address information.
Alternatively, payment failure may be due to the following reasons:
- PayPal not verified
- Credit card does not support 3D Secure
- Stripe risk management system rejects payment
If you encounter any of these issues, we recommend considering other payment methods or contacting our technical support team.
When Is the Renewal Invoice Generated?
For instances billed on a monthly basis, the renewal invoice will be generated 7 days before the instance's expiration. You can view the renewal invoice on the billing page of the client area. For instances with longer billing cycles, the renewal invoice will be generated earlier.
My Instance Has Expired and Been Suspended; How Long Until It Is Deleted? How Long Will the Invoice Be Retained?
After an instance expires, we will retain your instance for 3 days. You can pay the invoice at any time within these 3 days to restore the instance. If you do not pay the invoice within 3 days, the instance will be automatically deleted, and the data will be unrecoverable.
My Renewal Invoice Is Missing?
In this case, you can contact us via a ticket, and we will resolve the issue as soon as possible. Submit a ticket
My Invoice Has Been Paid, Why Is the Instance Still Suspended?
The situation may vary depending on the payment method:
PayPal Paid, But Invoice Not Updated
- This may be due to PayPal flagging the transaction as potentially risky, requiring manual review. Once the review is complete, the invoice will be updated.
Payment Made, Invoice Updated, But Instance Still Suspended
- Please verify if your instance’s transfer quota has been exceeded. Payment of the renewal invoice does not restore instances that have exceeded their quota. You will need to wait until the next transfer quota reset date for the instance to be restored. If the quota has not been exceeded, the instance should typically be automatically restored within 10 minutes.