Invoice and renewal problems

This page covers invoices, renewals and what happens when a payment is missed. See also Renewals and Cancelling a service.

I did not receive my invoice

Why it happens: An invoice is created before each renewal. The email can end up in spam, or go to an old address.

How to fix it:

1. Log in at omnehosting.com and open Invoices. All invoices are listed there.
2. Check spam and the email address in Account.
3. If an invoice is missing from the list, open a ticket with the service name.

My server is suspended because of an unpaid invoice

Why it happens: If an invoice is not paid within 48 hours of its due date, the service can be suspended. The panel says “This server is currently suspended and the functionality requested is unavailable.”

How to fix it:

1. Open Invoices and pay the unpaid invoice.
2. Wait a few minutes for the payment to confirm. Once an invoice is paid, the billing system queues the unsuspend for you automatically.
3. If the server is still suspended, open a ticket with the invoice number.

How do I reactivate my server after paying?

Why it happens: Payment first has to be confirmed. We do not publish a set time for reactivation.

How to fix it:

1. Check that the invoice shows as paid, then refresh Services in the client area and check the status.
2. Reload the panel.
3. If the invoice is paid but the server is still suspended, open a ticket with the invoice number and payment time.

My service was terminated and my data is gone

Why it happens: Unpaid services can be terminated and their data deleted. Deleted data cannot be recovered.

How to fix it:

1. Open a ticket right away. Include the service name and invoice number.
2. We can check whether anything is left, but deleted data usually cannot be recovered. Do not assume it is.
3. To avoid this in the future, keep backups and pay invoices on time.

The renewal price is different from what I paid before

Why it happens: The price depends on the plan and billing cycle. A promotion may also have ended.

How to fix it:

1. Open the invoice, which shows the price and what it covers.
2. On your service page, check Billing Overview for the price and billing cycle.
3. If it does not match what you expected, open a ticket with the invoice number, the old price and what you were told.

Does my service renew automatically?

Why it happens: Services renew automatically unless they are cancelled. An invoice is created before the renewal.

How to fix it:

1. Check Billing Overview on your service page for the expiry date.
2. Pay the invoice before it is due.
3. To stop renewals, cancel the service. See Cancelling a service.

I cancelled but I was still charged

Why it happens: Cancelling stops future renewals. If an invoice was already created or paid before the cancellation, it is not undone automatically.

How to fix it:

1. Cancel before the renewal invoice is created and before your term ends.
2. Open the service in Services and check its status.
3. Contact us within 7 days of the charge with the invoice number, the cancellation date and a screenshot, if you think it was an error.
4. See Refunds.

Cancel now or at the end of the period?

Why it happens: The cancel form lets you pick when it takes effect.

How to fix it:

1. Go to Services, click your service, and choose Cancel.
2. End of billing period keeps the server until the paid time runs out.
3. Immediate stops the server right away.
4. Cancelling does not automatically give a refund. A reason is required.
5. Back up first, because data can be permanently deleted. See Backups.

What is the status of my refund?

Why it happens: Approved refunds are usually sent back to the original payment method. Processing times vary by bank or payment provider and can take several business days. If that method cannot take refunds, the amount may be given as account credit instead.

How to fix it:

1. Check your bank or PayPal statement, and Account, then Credits.
2. Refunds follow the rules on Refunds: a new game server plan within 3 days, or days 4 to 7 by ticket at our discretion. VPS services are not refundable.
3. If it has been well over a week since the refund was confirmed, open a ticket with the invoice number and the date.

I upgraded and I have a question about the charge

Why it happens: Upgrades go to a higher plan only, and are not refundable in cash.

How to fix it:

1. Check the invoice created for the upgrade.
2. See Upgrading your plan.
3. If the amount seems wrong, open a ticket with the invoice number, old plan, new plan and the amount you expected.
4. To downgrade, open a ticket. Downgrades give no credit for unused time.

I have duplicate invoices

Why it happens: More than one invoice can appear if you have more than one service, or if an invoice was created again for a new order.

How to fix it:

1. Open each invoice and check which service it belongs to.
2. Do not pay the ones you do not recognise.
3. Open a ticket with the invoice numbers and ask us to check them.

I want to change my billing cycle

Why it happens: Cycles are monthly, quarterly, semi-annual and annual, and longer ones are cheaper. The Upgrade page keeps your current cycle, so we do not know of a self-service way to switch it.

How to fix it:

1. Check Billing Overview on the service page for your current cycle.
2. Open a ticket with the service name and the cycle you want, and ask whether it can be changed.
3. Wait for our answer before you pay any invoice.

I paid but the invoice is unpaid

Why it happens: Payments can take a few minutes to confirm.

How to fix it:

1. Refresh in a few minutes.
2. If it stays unpaid, see Payment problems.

There is no Pay button on my invoice

Why it happens: The invoice may already be paid, cancelled, or have a payment still processing from the last day.

How to fix it:

1. Check the status shown on the invoice.
2. If a payment was just made, wait and refresh.
3. If it is unpaid and no button shows, open a ticket with the invoice number.

How do I download or print an invoice?

Why it happens: You may need it for records or expenses.

How to fix it:

1. Log in and open Invoices.
2. Click the invoice.
3. Use Print or Download PDF at the top.

I disagree with a charge

Why it happens: Charges may be for a renewal you forgot, an upgrade or an add-on.

How to fix it:

1. Open the invoice and see what it covers.
2. Contact us first, within 7 days of the charge, with the invoice number, the service affected and a short description.
3. Please do not start a bank dispute, since this can suspend your services. See Payment problems.

Still stuck?

Open a ticket or ask on Discord. See Contact support.