My server was terminated or suspended even though auto-payment was active — can you look into it?
If your server was suspended or terminated even though auto-payment was switched on, that shouldn't happen — and we'll look into it. Sometimes a payment silently fails on the processing side, and if the fault was ours, we'll put it right.
Why this can happen
Auto-payment can occasionally fail to complete for reasons outside your control — a processor error or a billing-system issue. When that happens, an invoice can go unpaid and trigger a suspension even though you did nothing wrong.
What to do
- Open a ticket from the client area (Message the team on the Messages page) or on our billing website.
- Include the failed-payment details (invoice number, and the transaction/payment attempt if you have it).
- We'll investigate the payment attempt.
If the fault was on our side, we'll restore your service.
Tip: Include as much detail about the payment attempt as you can — it helps us trace exactly what went wrong.
Frequently asked questions
My server was already terminated — is it too late? Open a ticket right away. If the failure was on our side we'll work to restore your service, but recovery is easier the sooner you reach out.
Will I owe the late fee if the failure was your fault? If autopay failed on our end, mention it and we may waive the $1 late fee.
More in Frequently asked questions
- What is your refund policy, and what's the maximum refund window?
- How do I request a refund, and how is it issued?
- Can I get a refund for a special circumstance (changed my mind, accidental purchase, an auto-renewal I didn't intend, or a plan that didn't help)?
- Do you pro-rate a refund for unused days if I cancel mid-cycle?
- How do I cancel a refund request after I've submitted it?
- How do I cancel my server, and do I keep access to what I've already paid for?