My payment was deducted but my server isn't active / I got a "Remote Transaction Failure" at checkout.

If money left your account but your server never came online — or checkout ended with a "Remote Transaction Failure" — don't worry. This is recoverable, and you won't be left out of pocket.

What's happening

Sometimes a payment is authorized by your bank but the order doesn't finish completing on our side. The funds may show as deducted (often a temporary hold) while the service itself never provisions. We can reconcile this once we can trace the transaction.

How to resolve it

1. Open a billing ticket on our billing website.
2. Include the transaction ID from your payment (and the order number if you have one).
3. We'll check whether the payment reached us and the order simply didn't complete.

If funds left your account but the order didn't go through, we'll either reconcile it — completing your order — or refund you.

Warning: Avoid retrying the purchase several times, which can create multiple holds. Open one ticket with the transaction ID instead.

Frequently asked questions

Is a "Remote Transaction Failure" a problem with my card? Not usually. It's a checkout-side failure to complete the order; your card details are fine. Send us the transaction ID and we'll sort it.

How long until I get my server or refund? Once we can match the transaction, we resolve it as quickly as we can — the transaction ID is what speeds this up most.