Objective

Here are the most frequently asked questions about billing and payment for your OVHcloud services.

What is my billing account?

The list of contacts for your services is available on the My contacts page.

Tips and tricks

For further information about contact management, please read this detailed guide: Managing contacts for your services.

How do I change my billing details?

Your billing details are those of your NIC handle. For your next bills, simply update this information on the My profile page.

For legal reasons, you cannot change an invoice that has already been issued. If, however, your request is linked to an error on our side, please contact us by creating a support ticket.

How are my services renewed?

By default, your services are renewed automatically when they reach their renewal date, and your bill total will be debited at the beginning of the month from your default payment method. Please ensure that you save a payment method on your customer account to avoid any of your services being suspended. If you want to cancel your services, please ensure that you do so BEFORE the expiry date. For certain ranges (domains, web hosting plans, VPS and dedicated servers), you can choose a manual renewal method. If your services are set to be renewed manually, you will be sent notifications by email when your service reaches its expiry date, with a link to pay online. If you do not renew your service before this date, it will simply be suspended, then deleted after a few days (the delay varies depending on the service concerned).

Tips and tricks

To view the status of your services, open the My offers and services page. Log in and manually renew your services on the page https://www.ovh.co.uk/cgi-bin/order/renew.cgi.

For further information, please read this detailed guide: Managing renewal for your services.

How do I enable automatic renewal?

On the My offers and services page, click on the three dots next to the service concerned, and select Enable automatic payment.

Tips and tricks

Before you enable automatic renewal, please enter a payment method. Please be aware that if payment is not settled after 7 days, your services will be suspended as a result. For further information, please read this detailed guide: Managing renewal for your services.

How do I disable automatic renewal?

On the My offers and services page, click on the three dots next to the service concerned, then select Configure renewal. You can then choose manual mode. This mode is only available for certain services — e.g. domain names, web hosting plans, VPS, and dedicated servers.

To cancel a service, go to How do I cancel a service?

Tips and tricks

With automatic renewal, you can ensure that you do not experience any service interruptions. You will also receive email notifications before each renewal. For further information, please read this detailed guide: Managing renewal for your services.

Why has my service switched to manual renewal?

If you have services set to automatic renewal but no payment method registered on your customer account, you receive an email warning you. If you do not add a payment method, these services switch to manual renewal, except for the services that cannot be switched to manual renewal (see the next question).

You are then sent several reminders by email before your service's expiry date, so that you can renew it before any suspension.

Why can't I switch some services to manual renewal?

Some services do not offer manual renewal:

• Public Cloud projects: these are billed based on consumption. To stop all billing, you must delete the project;
• Licences: a licence can only be active or cancelled.

• Telephony (VoIP) and Internet access: renewal is always automatic;
• Email Pro and Exchange: as these services are linked to Microsoft, they cannot be switched to manual renewal.

Why can't I change the renewal period for some services?

Depending on the service, the renewal period is fixed:

• Domain names and web hosting: monthly renewal is not possible. These services can be renewed for one or several years, except for free services and some domain name extensions;
• Public Cloud: your consumption is billed exclusively each month.

• Telephony: monthly renewal only, with no option to change.

Can I reactivate a service that was not renewed in time, or whose invoice was paid late?

Yes. A service that expired due to a missed manual renewal, or whose invoice was paid late, can be reactivated as long as it has not been deleted. However, a few exceptions apply:

• Domain names: reactivation fees may be charged.

• VoIP lines: beyond 3 months of suspension, reactivation is no longer possible;
• Internet access (fibre and xDSL): once the service is suspended, the cancellation has been notified to the provider and the service can no longer be reactivated. Until then, you can withdraw the cancellation.

How do I add a payment method?

On the My payment methods page, click Add a payment method.

How do I update my payment method?

On the My payment methods page, you can add or delete a payment method (bank card, PayPal or SEPA direct debit).

If you request a SEPA direct debit, you will receive an email within 24 to 48 hours via the email address on your OVHcloud account, with a link for the electronic signature of your direct debit mandate. Warning: the owner of the bank account must be the same as the owner of the OVHcloud account.

Once you have received your order from us, if your mandate has been approved, you can then use this new payment method.

Tips and tricks

To ensure that your services are renewed properly, you will need to set at least one payment method in the OVHcloud Control Panel. If you do not have any active solutions, please get in touch by creating a support ticket.

How do I delete a payment method?

On the My payment methods page, identify the payment method you wish to delete and click on the trashcan icon.

Tips and tricks

If you want to delete a payment method, you will need to set another one first.

Payments are charged to my payment method, but I do not have access to the OVHcloud account. What should I do?

Payment methods are registered on the account of the billing contact for the OVHcloud services. What to do depends on your situation:

• The services no longer concern you (they no longer belong to you, or you have left the company): contact the person who manages the account so that they replace the payment method. If you cannot reach them, contact your bank.
• You are the administrative contact for the services: take over the billing yourself from the My contacts page, following our guide "Managing contacts for your services". No contact change is possible if one of the accounts concerned has unpaid bills.
• You are the technical contact, or you do not have an OVHcloud account: ask the administrative contact for the services to designate you as the billing contact. To do this, first create an OVHcloud account if you do not have one, then send them your NIC handle.

If you have no contact with the current managers of the services, you must prove your legitimacy via the contact change procedure. This procedure is intended for domain names. It can also, more rarely, be used to recover other services, usually those you created yourself before handing their management over to a service provider.

Can I pay by bank transfer?

Yes, for customers of OVHcloud France, payment by bank transfer is accepted. Allow 3 business days for it to be processed.

If your service is suspended, it is only reactivated once your transfer has been recorded, even if it is an instant transfer. For immediate reactivation, use another payment method.

To make your transfer, use the bank details below. Be sure to include your order number and your customer ID in the transfer reference. Without these references, we will not be able to match your payment to your order.

I paid an invoice by bank transfer, but it had already been debited. How do I get this amount back?

The amount of your transfer is credited to your prepaid account. It is used first to pay your next invoices.

Amounts that you credited to your prepaid account yourself cannot be refunded from your Control Panel. To get this amount back to your bank account, contact us by creating a support ticket.

Why is my credit card rejected when I try to register it?

To register a credit card as a payment method, 3 conditions must be met:

• 3D Secure must be enabled on your card. If this is not the case, contact your bank;
• the card must already have been activated, by an initial payment or withdrawal;
• the cardholder's details must match those on your customer account.

Why does my payment method stay "Validation in progress"?

Your payment method stays in this status until you have confirmed it with your bank. A manual check may also be in progress on our side.

In this case, wait for the check to complete, or add another payment method.

Why has my payment method been disabled, or why does it no longer appear?

For security reasons, a payment method is disabled after several unsuccessful payment attempts, or following a negative response from your bank or PayPal.

You can add another payment method or contact support to request that it be reactivated.

My order was not validated, but an amount was debited. Why?

If your order was unsuccessful or was cancelled, the amount shown on your bank account corresponds to an authorisation hold, not a final payment. It will disappear automatically:

• within 15 days for a credit card payment;
• within 21 days for a PayPal payment.

What is my default payment method?

Once you have signed in to the OVHcloud Control Panel, your default payment method is listed in your dashboard.

To change your default payment method, see our payment methods management guide.

Tips and tricks

If your pre-paid OVHcloud account contains credit, it will always be used by default for renewals. If you have less credit than your bill total, the remaining amount will be charged to your registered payment method. Finally, if you do not register any payment methods, you will be sent an invoice via email to settle the outstanding amount.

When is my next payment due date?

You can view all of your renewal dates in the My offers and services section, accessible directly in the dashboard of the OVHcloud Control Panel.

Please note that solutions with automatic renewal will be renewed on the first day of the month. However, the frequency may vary depending on the services you have.

Tips and tricks

On the My offers and services page, you can change how often your solutions are renewed. For further information, please read this detailed guide: Managing renewal for your services.

Which of my payment methods will be debited?

Your invoice total will be debited using your default payment method. Your default payment method is listed in the dashboard of the OVHcloud Control Panel.

Tips and tricks

If your pre-paid OVHcloud account contains credit, it will always be used by default for renewals. If you have less credit than your bill total, the remaining amount will be charged to your registered payment method. Finally, if you do not register any payment methods, you will be sent an invoice via email to settle the outstanding amount.

How do I use my gift voucher, and how long is it valid?

To use your gift voucher, add it to your purchase order when you place an order (generally a new order, not a renewal).

If you received it by email, that message contains all the information you need, including its validity period.

A refund is not a gift voucher: it is made, where possible, to your original payment method (except for a payment by bank transfer), or credited to your prepaid account. In the latter case, you can request a transfer of it to your payment method. See our guide Managing payment methods.

How do I use my Public Cloud voucher?

Once added to your Public Cloud project, your voucher is used automatically when your consumption is billed. No action is required on your part.

Where do I find my bills?

Open the My bills page.

If your company is subject to the French e-invoicing reform, your invoices are available on your approved platform. In this case, your Control Panel only gives you access to duplicates.

Tips and tricks

If there are no invoices listed, you may not be the billing contact for the service concerned. To see who is the billing contact and modify it if necessary, open the My contacts page.

How do I pay my balance?

Pending payments are listed in the dashboard of the OVHcloud Control Panel.

If you have already set a payment method and your services have automatic renewal enabled, payments will be taken automatically. No action is required on your part.

If you have not set any payment methods and you have services automatically renewed, you will receive an email with a link for payment on the renewal date. You can also pay directly via the OVHcloud Control Panel.

Tips and tricks

Do you have your OVHcloud username and password to hand? You can pay your bill. You can also read this detailed guide: Managing OVHcloud bills.

How do I check my payment status?

Pending payments are listed in the dashboard of the OVHcloud Control Panel. You can pay for them directly online, or wait until the next automatic renewal payment date, if you have set up a payment method.

Tips and tricks

On the My payment methods page, you can save your payment method. This way, your bills will be automatically settled.

What do my payments correspond to?

Payments made on our website and via direct debit are listed in the OVHcloud Control Panel. You can find the corresponding invoices, dates and amounts in the Track payments section.

How do I dispute an invoice or request its cancellation?

Any claim must relate to an invoice that has already been settled. For more information, contact us by creating a support ticket.

If your company is subject to the French e-invoicing reform, you can also dispute the invoice on your approved platform: you will then be redirected to us to file your claim. A dispute does not cancel the payment made from your customer account, so the claim still concerns a settled invoice.

Why do I have a zero-amount purchase order?

A zero-amount purchase order can have 2 causes:

• certain actions carried out on your customer account require a purchase order to keep a record of the changes;
• it may be the renewal of one of your free services.

Why do I have several purchase orders for the same automatic renewal?

During an automatic renewal, a first purchase order is created: OVHcloud advances the renewal fee, which generates your initial invoice.

A second purchase order is then created to debit the corresponding amount from your payment method.

Why do the prices shown on the website differ from those in my Control Panel?

The offers available on our website are not necessarily identical to the services you have already subscribed to. Our offers or prices may have changed since you subscribed. You are notified by email of any change to our offers or prices.

Prices may also differ depending on whether it is an initial subscription or a renewal.

For more information, contact us by creating a support ticket.

What should I do if my credit card payment is refused?

First check that:

• 3D Secure is enabled on your card;
• your card has been activated, by an initial payment or withdrawal.

Even if your bank account balance is positive, your payment may be refused.

Under the European regulation on remote payments (PSD2), which guarantees a high level of security for bank transactions, your bank may place reservations on your payment.

If the payment is still refused, contact your bank to find out how it accepts online payments, then retry your payment. You can also use another payment method.

How do I cancel a service?

For solutions like domain names, web hosting plans, dedicated servers and VPS solutions, go to the My offers and services page. To cancel a service, click on the three dots next to it, then click Cancel my subscription. If you have already requested a cancellation, you can also Stop cancellation of service.

The cancellation will be effective once your service is no longer valid, or reaches its expiry date. You can submit a cancellation request, or undo it up to 24 hours before the expiry date.

Tips and tricks

If you have made a mistake with your order, you can exercise your right of retraction under certain conditions. For further information, please view the following question: How do I cancel my order? You can access comprehensive documentation on cancelling all of our products and services here.

I cancelled my service, but it still appears in my Control Panel. Why?

After a cancellation request, your service remains active until its expiry date. It then remains visible until it is suspended, then deleted.

If you requested an immediate deletion, remember to confirm your choice via the email you received.

For more information, see our guides "How to cancel my OVHcloud services" and "GDPR - How to immediately delete your OVHcloud services".

How do I customize the reference for my product/service on my bill?

To make bills more easily readable, the custom names you attribute to your products and services are included directly in the bill, along with the OVHcloud reference. Also, to customize the names of your products/services (with the exception of domain name products), go to the OVHcloud Control Panel, then to the configuration page for each service.

How does Public Cloud billing work?

You will be invoiced for resources paid in advance, and additional resources used over the course of the previous month.

Tips and tricks

For further information, please read this detailed guide: Information regarding cloud billing options.

How do I see the accounts ledger?

The accounts ledger is only issued by the requesting party’s accounts department.

However, OVHcloud offers you access to all of your invoices in an Excel file (.csv).

To download the file, open the My bills page. Click on the Actions button, then select Export as CSV.

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