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

1. Open a ticket on our billing website.
2. Include the failed-payment details (invoice number, and the transaction/payment attempt if you have it).
3. 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.