How to Resolve Payment Issues on Cloudways
Understanding and resolving payment issues is essential for uninterrupted services on Cloudways. This article covers common scenarios and their solutions to help you address payment-related problems effectively.
Common Payment Issues and Solutions
Updating Your Payment Information
To update your payment method on Cloudways, follow these steps:
Provide Your Card Details: When you update your payment method, the system will authorize the card. The updated payment information will typically reflect within 24 hours. During this time, the card can be used to add funds to your account, and no further action is required.
Re-enter Details Only If Necessary: If your card and billing address are already up to date, you do not need to re-enter the details unless you encounter an error or your billing address has changed.
Account Disabled During Update: If your account is disabled while updating your card, ensure the new card details are saved successfully and that sufficient funds are added to your account. After completing these steps, log out and log back in to restore access.
Additional Charges on an Invoice
If you notice an unexpected increase in your invoice amount, it could be due to changes in taxation or billing policies. For example, a new 1% tax may be applied due to tariff changes applicable in certain regions. Action: Review your invoice details for additional taxes or charges. If you need further clarification, contact Cloudways support.
Accessing Payment Settings
If you cannot access the payment settings to settle invoices, it may be due to restricted account permissions:
Account Role: Only the primary account holder can modify billing information.
Solution: Ask the primary account holder to log in and update payment details.
Granting Access: The primary account holder can assign billing-related permissions to other users. Once permissions are set, update payment details and settle the invoice.
Denied Card Payments
Additional Troubleshooting Steps
Resolve Bank Refusals: If your payment method is not working, it may be due to your bank refusing the transaction. Contact your bank to:
Add Cloudways to their safe vendor or whitelist.
Resolve any security blocks on the transaction.
Alternatively, try using a different card or PayPal for payment.
Fix 3D-Secure Authentication Errors: If you encounter a "3D Not Authenticated" error, this indicates an issue with your bank's authentication process. Contact your bank to resolve the issue, and then try adding your card details again.
Even when your card is whitelisted in the Cloudways system, banks may deny payments.
Confirm with your bank/card issuer to investigate the issue.
If no payment attempts are visible on the bank’s end, request Cloudways to re-whitelist the card to ensure it is active.
Tip: Always ensure that your card issuer allows international transactions.
Resolving Overdue Invoices
Once an overdue invoice is paid:
The invoice is marked as paid in full.
All related services remain uninterrupted.
Ensure prompt payment to avoid any service lapses.
Unapplied Available Funds
If available funds fail to cover an invoice, the residual balance will remain as due and be charged to your credit card. Ensure the available funds are sufficient to fully settle the invoice.
Tips for Avoiding Payment Issues
Understanding the Billing Process
Cloudways uses a post-billing approach with a Pay-As-You-Go model. This means you are billed based on your actual usage rather than at the time of upgrade. For example, if you use a resource for 10 days and then delete or deactivate it, you will still receive an invoice on the 1st of the following month for those 10 days of usage. You will only be charged for the period the resource was active — nothing more.
Regularly review invoice details for accuracy.
Ensure all payment methods are up to date.
Check that your bank supports international payments to avoid declined transactions.
Related Topics
Troubleshooting declined payments
Updating billing information in Cloudways
Understanding Cloudways invoices and charges
Need More Help?
Frequently Asked Questions
What happens after I authorize a new card?
Authorized cards will be used to settle future invoices once billing starts, which occurs after you launch a server.
Why is my payment method not working even though the card works elsewhere?
This could be due to your bank refusing the transaction. Contact your bank to add Cloudways to their safe vendor list or try an alternative payment method like PayPal.
For unresolved issues or further assistance, contact [email protected]