Billing, invoices and cancelling a service

Everything about money lives on one page in the panel: your invoices, your subscriptions, your cards and the details printed on your invoices.

Open the billing page

1. Sign in to the panel.
2. Click Billing in the sidebar, or click your name and choose Billing.

The page shows several cards. The ones you will use most are Billing details, Subscriptions, Payment methods and Invoices. The card Upcoming invoice shows a preview of your next charge.

Find and download invoices

The Invoices card lists your most recent invoices with their date, amount and status. If there are more than fit in the card, View all opens the longer list.

• Click PDF to download an invoice.
• Click View to open the invoice page at our payment provider.
• An invoice that is still open shows Pay instead. Click it to pay that invoice.

Update your billing details

The Billing details card holds your name and billing address. They are printed on your invoices and must be complete before you can order anything.

1. Change the fields you need.
2. Click Save.

Ordering as a business? Under Tax IDs, click Add tax ID to add your VAT number.

Change your payment method

Your cards are listed in the Payment methods card. One of them is marked Default.

To switch to a new card:

1. Click Add card.
2. Fill in the card details in the Add payment method dialog and click Save card. The details are handled by our payment provider.
3. Click Set default next to the new card.
4. Optional: remove the old card with the bin icon next to it and confirm with Remove.

You cannot remove the default card. Make another card the default first.

Setting a new default also moves all your running subscriptions to that card, so the next renewals are charged to it. After that you can remove the old card.

See your subscriptions

Every paid service has a subscription. The Subscriptions card shows each one with its price, its status and the date it renews. If there are more, View all appears here too.

Cancel a service

A normal cancellation does not cut you off on the spot. You schedule the cancellation, and the service keeps running until the end of the period you already paid for. After that it does not renew.

You can cancel in two places.

From the billing page

1. In the Subscriptions card, click Cancel next to the subscription.
2. The panel asks Cancel subscription at period end?. Click Schedule cancellation.

From the page of the service

1. Open the service, for example your VPS under Virtual Machines.
2. Click Cancel subscription.
3. Read the dialog and click Cancel subscription again to confirm. Keep VM closes the dialog without changing anything.

The subscription now has the status ending and shows the date it stops, for example "Cancels 31 March".

You can also send a cancellation through the cancellation form on our website, without signing in. You get a confirmation by email and our team then processes the request. A cancellation in the panel is scheduled right away.

Change your mind

Until the end date you can undo the cancellation. In the Subscriptions card, click Resume next to the subscription.

What happens to your data

When the paid period ends, the service is deleted together with all of its data. This is permanent and we cannot bring it back.

So before the end date, copy everything you want to keep to your own computer. For a game server see Back up and restore your game server, for an app see Back up and restore your app.

Bought it less than 14 days ago?

Services you bought in the last 14 days appear in the Refund window card on the billing page. With Withdraw & refund you get the unused part of the billing period back. The panel tells you if a request needs a manual review first. Unlike a normal cancellation, the service and all its data are deleted immediately, so save what you need first.

When a payment fails

If a renewal cannot be charged, for example because your card expired, this happens:

1. The service is suspended. It is stopped, but your disks, data and settings stay as they are.
2. The billing page shows the notice Payment required with the amount that is open.
3. We send you an email about it.

To get your service back:

1. If your card is the problem, add a new one under Payment methods and click Set default.
2. Click Pay now in the Payment required notice, or Pay next to the open invoice, and complete the payment.

Once the payment has gone through, the suspension is lifted automatically. This can take a few minutes.

Do not leave an open invoice for long. Nothing is deleted at the moment a service is suspended, but a service that stays unpaid can be ended and deleted together with its data. If you cannot pay in time, contact support through the contact page on our website.

Good to know

• Questions about an invoice? Contact support through the contact page on our website and mention the invoice number.