For AI agents: the complete documentation index is available at https://docs.ovhcloud.com/en/llms.txt, the full documentation bundle is available at https://docs.ovhcloud.com/en/llms-full.txt, and this page is available as Markdown at https://docs.ovhcloud.com/en/guides/account-and-service-management/managing-billing-payments-and-services/faq-order-tracking.md.

OVHcloud order tracking FAQ

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Find the most frequently asked questions about OVHcloud order tracking

Objective

Find the most frequently asked questions about OVHcloud order tracking.

How do I pay for a new order?

You can only pay for your order once you have logged in to your customer account. Simply select a payment method that you have already saved to your customer account, or add a new one. If you pay by bank card, your bank may send you a confirmation code via SMS, which you will then be asked to enter during the payment stage of your order. Once the payment has been received by OVHcloud, you will be notified when it has been processed, and when your order is complete.

Tips and tricks

Have you left the order page? Go to the page. You can then view and pay for your order.

How do I check my payment status?

Open the page. If a bill is pending payment, you will be asked to pay the balance.

Tips and tricks

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

How do I track the status of my order?

Open the page.

Tips and tricks

We have created a detailed guide to help you manage your orders.

How do I change my order?

Orders cannot be changed. However, if you do not pay, your order will automatically be cancelled.

Tips and tricks

If you have already paid for your order, please contact our customer service team.

How do I cancel my order?

If you do not pay for an order, it will automatically be cancelled after 24 hours.

As a private customer, if you have already paid for your order and it is not linked to a custom service (e.g. a domain name) or a licence (e.g. Office 365), you can retract your order within 14 days. If you need further information on this, please refer to our detailed guide on this topic.

Tips and tricks

As a business customer, please note that you are not covered by the introductory article of the French Consumer Code, which includes a right to retract within 14 days.

Can I withdraw from part of my order?

The Control Panel only lets you withdraw from a whole order. To withdraw from part of it, contact support.

Why has my service not been delivered?

Your order might be delayed for a number of reasons.

In order to protect its customers, OVHcloud takes particular care to ensure that financial transactions are secure. As a result, a random payment validation process has been set up, and it may slow down your order. To find out if this affects you, you can check your payment status in the Billing section of the OVHcloud Control Panel.

Another potential reason may be that you have a bill pending payment. If this is the reason, please pay your balance via the Billing section of the OVHcloud Control Panel.

Tips and tricks

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

How long does it take to deliver my service?

Order in "Confirmation" status

During this step (24 to 48 business hours), your order is manually verified by our teams. Two outcomes are possible:

  • Action is required from you: an email will ask you for additional information or documents. Without a response from you, the order cannot be delivered.
  • Your order is validated: it automatically moves to the next step and is delivered to you.
Info

If your account or your order does not meet all the required security guarantees, the order will be cancelled.

Order in "Being processed" status

The delivery time depends on the type of service ordered:

Telephony

Check the status of the withdrawal period in your purchase order tracking.

  • If the period is active: delivery takes place after 14 days.
  • If you waived the withdrawal period: the service is delivered as soon as possible.

Domain name (registration)

Check the progress on the page (domain names section).

If additional information or documents are needed, you will be notified on the Ongoing operations page or by email (subject: "OVHcloud – Action required on your part").

Domain name (transfer)

Transfer times vary depending on the extension. To find the time for your extension, see the transfer questions in our "Domain name & DNS FAQ". To track your transfer, see our guide "Transferring a domain name to OVHcloud".

VPS and dedicated servers

The delivery time shown on the website is indicative: it depends on availability and any customisation made when ordering. Feel free to contact our support team for more details.

Warning

If your order remains stuck in the "Being processed" status, wait 24 hours after the order was created and payment validated before contacting support or opening a support ticket about it.

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