Resolve issues with your payments

Permissions required to complete the steps below

To complete the steps described in this article, you need to be a project owner or to have a billing role assigned to your user account.

It may occur that, on a rare occasion, payment for your DoubleCloud services doesn't work. When such an event occurs, you'll get a notification to the email address you provided when creating your account.

The most common payment failure reasons

According to our experience, the most frequent reasons for payment failures are:

Resolve your payment issues

Follow the instructions below to resolve the most common payment issues:

Your bank card balance is insufficient

  1. Go to the console.

  2. Select Billing from the list of services on the left.

  3. In the Invoices tab, find the invoice the payment for which didn't go through. It will have the Failed status.

  4. Look at the Amount column - this is the total amount of money you need to pay for services rendered.

  5. Use your banking app or contact your bank in a suitable way to top up your card balance.

DoubleCloud Billing will attempt to debit the funds from your card later the same day or the next day.

Your payment method information isn't correct

  1. Find the bank card you use as a payment method.

  2. Go to the console.

  3. Select Billing from the list of services on the left.

  4. Under Payment method, click Change payment method.

  5. Make sure that the Card number, its Expiration date and the three-digit CVC Code on the form match the information on your card.

  6. If there's a discrepancy, enter the correct information and click Submit.

Your card is no longer valid

  1. Go to the console.

  2. Select Billing from the list of services on the left.

  3. Under Payment method, click Change payment method.

  4. Enter the Card number, Expiration date and the three-digit CVC Code of your valid bank card and click Submit.

Your card or bank account has a restriction against automatic payment processing

  1. Contact your bank and find out if there are any restrictions on automatic payment processing on your bank card or on the account linked to your bank card.

    Your bank may call such operations direct debit payments - check for those as well.

  2. If your bank allows you to enable automatic payments, contact our technical support to arrange the new invoicing period for the services rendered.

  3. If your bank doesn't allow automatic payments, use another payment method.

If none of the above helped

If none of the above resolved your issue, please contact our technical support.