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Late Payments

Validated on 22 May 2023 - Last edited on 22 May 2023

FibaCloud has a monthly billing cycle. We bill and charge accounts for resource usage during each service renewal period.

Past Due and Suspended Accounts

When we charge accounts on the day of renewal, we take the following steps in this order:

  • We'll charge the prepaid balance in your account (if available).
  • If there is a balance remaining after pre-payments, we charge the accounts default credit or debit card.
  • If the default payment method fails, we try charging other payment methods on file.
  • Past due accounts. If there are no valid payment methods on file to cover an outstanding balance, the account is past due, at which point:
    • We email the account owner.
    • We place the account on hold, which prevents creating new resources.
    • The accounts existing resources continue to run. To restore a past due account, the account owner needs to log in and pay the balance.
  • Suspended accounts. If an account continues to remain past due, we email the account owner and the account is suspended, at which point:
    • We power down the accounts resources.
    • We redirect logins to the payment page. To restore a suspended account, the account owner needs to log in and pay the balance. If an account remains suspended for 14 days, all of the accounts resources are permanently deleted and cannot be recovered.

Help with Payments

Can I have a refund?

We do not offer refunds. If there are extenuating circumstances, contact support.

Can I have an extension on the due date of my bill?

We do not offer extensions. If your account remains past due, your account will be suspended. If you need more time to pay your bill, contact support.

My credit card expired or was declined, so my payment failed. How do I prevent my account from being suspended?

Prevent your account from being suspended by making a payment. You can add a new payment method, update an existing payment method, or pay via PayPal.

If there is an outstanding balance on the account, your updated card will be charged within 24 hours. Otherwise, your card is charged at the end of the monthly billing cycle.

Why was my credit card declined?

There are many reasons why a card may be declined, but banks typically do not pass this information along to FibaCloud. It is also not unusual for a card to work in some situations and not others. We recommend that you contact your bank. They should be able to tell you more about the declined payment and root cause.