Overdue invoices, suspension and reactivation

Services stay online as long as their renewal invoices are paid. If an invoice goes unpaid, a service moves through a few clear stages. Understanding them means you can resolve things before anything is interrupted.

Reminders before and after the due date

Renewal invoices are emailed to your account address when they are created. Depending on your account's billing settings, you may also receive a reminder before the due date and overdue notices afterwards. If you have a saved card with automatic renewal switched on, the invoice is charged on its due date and you are emailed if that charge does not succeed.

Late fees

Some overdue invoices can have a late fee added after a set number of days. If one applies, it appears as a line on the invoice before you pay, so there are no hidden charges.

Suspension

If a renewal invoice is still unpaid after the grace period, the related service can be suspended. This applies to managed hosting and cloud servers. A suspended service shows a notice on its page with the reason and a link to the outstanding invoice.

• A suspended website or server is not reachable while suspended.
• Your data is kept during suspension, so paying restores the service as it was.

Reactivation

Pay the outstanding invoice from its page using your balance, a saved card or another payment method. Once payment is confirmed, the service is reactivated automatically. You do not need to open a ticket. If the service is still suspended some time after payment, or the suspension reason is not billing-related, open a High priority ticket with the invoice number.

Termination

If an invoice remains unpaid well beyond suspension, a hosting service can be terminated and its data removed. Termination cannot be undone, so treat a suspension notice as urgent and contact us if you need time to arrange payment.

Avoiding interruptions

• Save a card and switch on automatic renewal; see Saved cards and automatic renewals.
• Keep a current card on file and replace it before it expires.
• Keep your account email monitored, so invoices and notices reach someone.
• If you no longer need a service, request a cancellation instead of leaving invoices unpaid. That stops future invoices cleanly.