Payment troubleshooting

Crypto payments fail in a handful of predictable ways, and in most of them the money isn't lost: it ends up on your account balance. This page goes case by case. How to pay in the first place is described in How to pay.

One rule before anything else: if a payment hasn't shown up, don't pay again. Find the TXID first (see the end of this page) and check.

1. You sent less than the invoice

Usually an exchange took its withdrawal fee out of the amount you sent.

• Server order, short by a little: if the shortfall is at most $0.50 or 5% of the order, whichever is smaller, we round it up at our cost and the server is created as normal. For a $3 order that's up to $0.15; for $10 and above, up to $0.50.
• Server order, short by more: the amount that arrived is credited to your balance, the order stays unpaid and no server is created. You get an email about it. Top up the difference and place the order again: when your balance covers the price, the order is paid from it at once.
• Balance top-up: whatever arrives is credited, no threshold.

Next time, send a bit more than the exact amount when paying from an exchange. Anything extra isn't lost (see case 2).

2. You sent more than the invoice

The order is paid, and the surplus goes to your balance. This applies to any accepted coin, not only stablecoins: we convert what arrived at the rate at the moment of payment. The balance pays for future orders, renewals and sandboxes.

3. You paid twice, or paid an old invoice

• Two payments to the same checkout: the first pays the order, the second goes to your balance.
• An invoice that was already paid: the payment goes to your balance.
• A cancelled invoice, for example a renewal invoice replaced after you changed plans: the payment goes to your balance. Renew the server from its page in the dashboard: when the balance covers the renewal, it's paid from there at once.

4. Wrong network or wrong token

Each checkout names one network and one token. We accept:

If you sent an accepted token on an accepted network but not the one the checkout showed, open a ticket with the TXID, the network and the address you sent to. We check these by hand.

If you sent a token or a network that isn't in this table (for example USDT on Base, or anything on a network we don't list), we can't promise the funds are reachable. Open a ticket with the same details anyway, and we'll tell you honestly what can be done.

5. The payment is stuck as pending

Blockchains need confirmations. Typical times:

• Base, Polygon, Solana: a few minutes;
• Ethereum: a few minutes, longer when the network is busy;
• Bitcoin: often 10–60 minutes;
• Solana, Bitcoin, Tron, BNB Chain: a few minutes extra, because these payments are converted before they reach us.

The order completes on its own once the payment is confirmed; you don't need to refresh anything. If an hour has passed (two for Bitcoin), open a ticket with the TXID. In rare cases the conversion step for Solana, Bitcoin, Tron or BNB Chain fails and the checkout says it couldn't confirm the payment. Don't pay again: send us the TXID, and we sort it out by hand.

6. Card, Apple Pay or Google Pay

At checkout, a card payment is first converted to crypto by a payment provider. The provider has its own minimum, about $30, and may ask you to verify yourself. If your order is smaller, the rest goes to your balance. Card problems (a declined card, verification questions) are handled by the provider; once the crypto reaches us, the order completes as usual.

7. Monero (XMR)

Monero has no public ledger we can scan, so it works differently. Go to Dashboard → Balance → Monero, enter the amount in dollars, and you get an exact XMR amount and an address. Send exactly that amount, add the TXID on the same page, and the balance is credited after we confirm the transfer by hand. Monero tops up the balance only; you then pay orders from the balance.

8. Paying from the balance

Whenever your balance covers an order or a renewal, it's paid from the balance without a checkout. That's the simplest way out of almost every case above: the money that arrived is already there, and you only top up what's missing.

Finding your TXID

The transaction hash is the receipt that lets us find a payment in seconds.

• Wallets (MetaMask, Phantom, Trust and others): open the transaction in the history; the hash is in the details, often behind "View on explorer".
• Exchanges: open the withdrawal in your withdrawal history; it's listed as TxID or transaction hash. If the withdrawal is still processing on the exchange's side, there's no hash yet — wait for it.
• Format: on EVM networks (Base, Ethereum, Polygon, BNB Chain) 0x followed by 64 characters; on Solana a long string of letters and numbers; on Bitcoin and Tron 64 characters.

When you open a ticket, put the hash in the TXID field and attach a screenshot if you have one. With a TXID we can find the payment in a minute; without one it can take a long exchange of messages.

Billing rules for renewals, plan changes and cancellations are on Account & billing.