Overdue Payments and Disputes: What Happens to Your Service

If a payment fails or is disputed, your service keeps running but is limited to 64 kbit/s until the invoice is paid or the dispute is resolved.

When a payment fails

You get an email saying the payment failed, with the reason your bank or card gave. From then on:

• The service is limited to 64 kbit/s. It stays online, but it is far too slow for players.
• A Payment overdue notice appears in the dashboard with the date the service will be removed unless the invoice is paid.
• The subscription shows as Past due on the Subscriptions page.

We retry the payment automatically, and you get an email with the date of each retry.

How to fix an overdue payment

Add a card that works under Payment methods and choose Set Default on it, so the next retry charges that card. As soon as the invoice is paid, the limit lifts by itself and the service goes back to full speed. There is nothing to reinstall.

If the retry date is too far away or the card keeps failing, create a ticket and we can help you settle the invoice before the removal date.

When a payment is disputed

A dispute (a chargeback) means your bank has asked for the money back. The service is limited to 64 kbit/s in the same way, and the Payment disputed notice shows the date the service will be removed unless the dispute is resolved.

If you did not mean to dispute the payment, contact your bank to withdraw it, and use Contact support on the notice so we know it is being sorted out. If you disputed it on purpose, a ticket is still the quickest way to settle it with us.

On the removal date

If the invoice is still unpaid or the dispute unresolved, the service is removed and its tunnel deleted. To protect the server again, buy the service from Services and run the installer, as described in GRE tunnel DDoS protection.

Need a hand?

Your invoices are under Invoices. For anything else, browse the support page or create a ticket.