Billing Questions

We offer multiple billing cycles, including Monthly, Quarterly, Semi-Annual, Annual, and biennial. Supported cycles vary by product. You may view available options on the order page before checkout.

Yes. You may log in to your control panel, where you can modify your billing cycle under the “Billing Cycle” section according to your preference, or submit a ticket to our billing team for assistance. Changes will generally take effect at the start of the next billing period.

Yes. A renewal invoice is automatically generated 5 days prior to expiration, and a notification email is sent to your registered email. To renew, simply log into your control panel → Billing → Invoices, and complete payment.

In most cases, yes — your renewal price will be the same as your first month’s price. However, if your first month included a one-time discount, the renewal will be charged at the regular monthly price.

Yes. You can add funds to your account in advance using our supported payment methods. Once the transaction is completed, the amount will appear as Credits in your account balance, which can be applied toward future invoices.
If adding funds is unsuccessful, it may indicate that your account has certain limitations. In this case, please reach out to our billing team for further assistance.

Yes. You may submit a ticket to request for extension. We will provide a grace period based on your account standing. Please note that frequent extension requests may affect your account’s standing.

Yes. You can renew a service in advance. Please submit a ticket to the billing team to generate the corresponding invoice.

We support automatic renewal through credit card or PayPal subscriptions. It is not enabled by default.
To turn it off, you may remove your credit card or cancel PayPal subscriptions in your control panel. You can also contact the billing team for help.

You will receive a renewal failure notice by email. Services are not terminated immediately, but timely manual payment is required to avoid suspension or cancellation.

We generally provide a 1-day grace period. If payment is not completed within that window, services may be suspended until payment is received.

Yes. Our system will send you an email reminder to settle any outstanding invoices promptly, helping you avoid service suspension.

Service restoration is typically automated within minutes to 1 hour after payment. If restoration does not complete automatically, please submit a ticket to our billing team for assistance.

In general, discounts listed on the website are only applicable to new orders. If you would like to apply a discount to an existing server, please submit a support ticket to our billing team, and we will apply a discount to our sales manager.

The billing cycle starts from the date your service is activated. For example, if you activate a monthly service on January 15, your billing and renewal date will be the 15th of each subsequent month. We will send you a renewal reminder email 5 days before the due date.

Please check your spam/junk folder first. If not located, log into your control panel → Billing → Invoices to view all invoices. Our billing team can resend them upon request.

You may request a consolidated Invoice for multiple services under your account. To do so, please contact our billing team and submit a consolidation request with the list of services you wish to include. Our billing team will generate a consolidated invoice in PDF format and send it to your registered email.

You can contact our billing team to adjust the Next Due Dates to the same day. After paying the corresponding difference, your future renewal invoices will be consolidated into a single invoice for easier management.

Currently, the minimum billing period is monthly. However, for VPS, dedicated servers, and GPU servers, we offer a 24-hour free trial to let you test our service before paying.

For example, if your server was activated on June 30, and since you chose a monthly billing cycle, the next due date is July 30.
This means your billing period is based on calendar months, not a fixed number of days like 31. Even though some months have 31 days, others do not - so the system calculates your billing from the same calendar date each month (e.g., June 30 → July 30), not by counting days.
Rest assured, you're receiving the full one-month service period as agreed.

The $4/month price is for the 2-year billing cycle. If you choose monthly billing, the price is $6.99/month. Different billing terms come with different rates - longer terms offer discounted monthly prices.

Yes, you can update the company name in your account and it will show in your next invoice automatically.

Our VPS plans are billed based on fixed time periods (such as monthly, quarterly, or annually), regardless of whether the server is powered on or off during that period. Simply stopping payment is not sufficient to cancel the VPS. To properly cancel a VPS and avoid further charges, please submit the cancellation request through your client panel or contact our billing team.

Our invoices or bills do not have a dedicated field for phone numbers. However, if you need your phone number to appear on the invoice or bill, we recommend adding it after the address or post code field. This way, your phone number will be displayed on the bill.

No, you don't need multiple accounts. You can place as many server orders as you need under your current account. If you wish to purchase multiple servers at once, please contact us for assistance.

Yes, the price will remain the same. If you notice any discrepancies in the price after downgrading, please contact our Billing Team for verification. We will review your account and assist with any necessary price adjustments.

To seamlessly continue your server after the free trial, the system will automatically generate an invoice when you initiate the trial order. If you're satisfied with the trial and wish to proceed, simply pay the invoice, and you'll be able to continue using the service.

Invoices cannot be edited or deleted from the client control panel. If you need any revisions, please contact us and we will be glad to assist you.

Yes, we support monthly, quarterly, half year, yearly, and 2-year billing cycles. Discounts are available for quarterly, half year, yearly, and 2-year prepayments, with the 2-year option offering the best rate.
The exact discount amount depends on the current offers provided by CCS. You can view the specific pricing and discounts by visiting our portal at Cloudclusters.

Yes, split payments are possible, but they require manual assistance. Please submit a ticket to our billing team. We will review your account and the invoice, confirm whether splitting is feasible, and guide you through the available payment options.

The subscription is not enabled by default.

We are a U.S.-based company, and we can provide our EIN (Employer Identification Number) and W-9 form upon request.If you need, please contact us at billing@cloudclusters.io.com to get form W-9. However, we do not provide VAT (Value Added Tax) Numbers or other tax documents required by the EU or other countries.

Yes. You can enable automatic renewal by linking a credit card or setting up a PayPal subscription. Once activated, your account will be automatically billed at the due date to ensure uninterrupted service.
fiber_manual_recordCredit Card Auto-Renewal: After adding a card, it will automatically become your default payment method and will be charged for subsequent invoices.
fiber_manual_recordPayPal Auto-Renewal: You can create a PayPal subscription to enable auto-renewal. Once the subscription is active, invoices will be automatically charged through PayPal. For detailed instructions, please refer to: Customer Panel Guide

At present, the following payment methods are not supported, including but not limited to: Gift Cards, Crypto (including USDT,Bitcoin), Verve Card, RuPay Card, Alipay, Wechat pay, and ACH payments.
To ensure payment security and compliance, please use our supported payment methods such as credit cards（includes virtual card), PayPal, or bank transfer. If you have any questions, feel free to contact our Billing Team for assistance.

Payment failures can happen for several reasons. Common causes include:
fiber_manual_record Insufficient funds or bank declined the transaction
fiber_manual_record PayPal verification incomplete (e.g., account not verified or pending limits)
fiber_manual_record Unsupported payment method for this type of transaction
fiber_manual_record Payment blocked by the paypal or stripe due to risk control or security concerns
fiber_manual_record Technical issues such as browser, network, or session errors. For example, you may sometimes be redirected back while trying to pay.

Suggested steps to resolve the issue:
1. Verify your payment details – check that your card or PayPal account information is correct, active, and has sufficient balance.
2. Try a different payment method – use another card, PayPal account, or alternative supported payment option.
3. Check for account restrictions – some banks or PayPal accounts may have daily limits, regional restrictions, or pending verification.
4. Retry on a different device or browser – clear your cache or try another network if possible.
5. Contact your bank or PayPal – ask if they blocked the transaction and confirm the reason.
6. Submit a Billing ticket – if the issue persists, provide the payment method, transaction ID (if available), and any error messages. Our billing team will assist you promptly.
Tip: Occasionally, payments may fail due to temporary system issues. Waiting a few minutes and retrying can sometimes resolve the problem.

There are several possible reasons for this discrepancy:
fiber_manual_record Delay in payment gateway callback
fiber_manual_record Invoice status not updated promptly
fiber_manual_record Bank or PayPal pre-authorization
Please provide proof of payment (PayPal transaction ID or last four digits of the credit card). Our Billing team will verify and resolve the issue.

Once a Chargeback is detected, the system will automatically:
fiber_manual_record Suspend or lock your account
fiber_manual_record Susped related services
fiber_manual_record Await the bank’s final decision (usually 30–75 days)

If you notice a charge that seems incorrect, please submit a ticket to our Billing team and include the following details:
fiber_manual_record Invoice number or transaction ID
fiber_manual_record A detailed description of the issue
Our Billing team will review your case promptly and provide a resolution.

Yes. When paying an invoice, select the “Pay From Credit Balance” option. The system will automatically deduct the balance, which can be used for any new services.

Your account balance/credits is primarily intended for paying for servers and related services. Withdrawing funds is generally not recommended, as it may incur additional fees or processing costs. If you do need to withdraw your balance/credits, please contact our Billing team. We will guide you through the process and assist you to ensure it is handled smoothly.

If it’s a VPS, you can restore it directly from your account panel by selecting the canceled service and clicking the “Restore” button. If you don’t see this option, please contact our billing team for assistance.
For Dedicated Servers or other services, please reach out to the billing team first to check if restoration is possible. We will guide you through the process.

Please contact our Billing team, and we will check the domain status to see if restoration is possible. Note that domain restoration depends on the registrar’s policies and the current status of the domain, so we cannot guarantee that all canceled domains can be recovered.

You can submit a cancellation request in your control panel by clicking “Request Cancellation,” or contact our billing team for assistance. To avoid auto charge, please submit your cancellation at least 2 days before the next billing cycle begins.

We understand that you may consider requesting a refund. VPS services are covered by a 30-day money-back guarantee for first-time purchases, provided the request is made within 30 days of account registration.
The following services are non-refundable once activated:
fiber_manual_record Dedicated Servers / GPU VPS / GPU Dedicated Servers
fiber_manual_record Serverless LLM
fiber_manual_record SSL Certificates & Domains
fiber_manual_record Add-on services (e.g., IP addresses, software licenses, etc.)

The 30-day refund guarantee applies only to first-time VPS purchases made within 30 days of account registration. VPS purchased after the initial 30-day period are not eligible for a refund. This guarantee does not apply to GPU VPS services.

Once activated, Dedicated and GPU servers are non-refundable. If you have concerns, you may submit a ticket to our Billing team with the details, and we will review your case.

Once our Billing team processes your refund, the time it takes to appear depends on the payment method:
fiber_manual_record Account balance: Immediately available in your control panel.
fiber_manual_record Credit card: Usually 5–10 business days.
fiber_manual_record PayPal: Typically completed within 1–2 hours.

Expired promotions or discounts cannot be carried over. New orders will be billed at the current prices displayed on our website. If you would like to request a discount, please contact our Billing team.

You can shut down your VPS at any time, but the billing cycle will continue as usual. Your data will remain intact as long as the VPS is not canceled.

Service fees are charged for the full billing period you initially selected. Even if you cancel mid-cycle, refunds are not available. If you have any questions, please contact our Billing team for assistance.

If you wish to download a backup before canceling your service, a $25 fee applies. Please contact our Billing team, and we will generate an invoice and guide you through the download process.

CloudClusters LLC is not responsible for data loss. We are also not liable for any expected profits or revenue lost during normal operations. Customers are responsible for data backup and risk management to ensure business continuity. However, we understand your situation. If this occurs, please contact the Billing team, and we will assist you in verifying the incident and provide support.

Submit a ticket to our Billing team with details of the incident, including time, impact, and your specific request. We will verify the information and assist you as much as possible.

To ensure the security of your account and payment, we perform a verification check after each order or payment. During this process, your account may be temporarily restricted and inaccessible. You will receive an email notification once the verification is successfully completed.

Usually within 1 hour. If delayed, you may submit a ticket or contact Livechat for assistance.

If verification fails, we will send an email to your registered address requesting supporting documents (e.g., ID and credit card). Your information will be kept strictly confidential.

Yes. You can update basic information in the control panel under “Account.”

Yes. To change your registered email, send a request from your current registered email to billing@cloudclusters.io with the new email. We will verify and assist with the update.

Yes. You can reset your password directly in the control panel by navigating to Account > Change Password.

Yes. Send emails from both the current and target account emails to billing@cloudclusters.io. We will assist with verification and transfer.

Your account may be temporarily restricted until verification is complete (usually 24–48 hours). You will be notified by email once verification is finished.

2FA is triggered for unusual login activity by default. To enable persistent 2FA for your account, please contact the Billing team, and we will activate it.

We regret to inform you that this feature is not currently supported.

For VPS plans, you can upgrade directly via the “Manage > Scaling > Upgrade/Addon” button in the control panel and pay the difference. Adding addons will maintain the existing discount on your current plan. The price of the upgraded plan is based on the current plan price listed on our website. If a discount is available on the webpage, it will be automatically applied to your upgrade. Your data will remain intact, although some downtime may occur during the process. Dedicated servers do not support direct upgrades; to change configurations, you will need to switch to a different plan and migrate your data manually. We provide a 3-day grace period to help transfer your data to the new server.

VPS and Dedicated servers do not support direct downgrades. If you wish to reduce your server resources, you will need to select a new plan and migrate your data manually. We offer 3 days of free access to help you transfer your data from the old server to the new one.

Yes. Contact us to calculate the price difference. If you need to migrate data, we provide 3 free days to help transfer from the old server to the new one.

VPS servers cannot be directly upgraded to dedicated servers. You will need to purchase a new dedicated server and migrate your data manually.

Yes. Please submit a ticket to our Billing team. We will cancel the incorrect server, refund the balance to your account, and you may purchase the correct server.

We will calculate the price difference. Any excess will be credited to your account balance as applicable.

Yes. You can add resources such as IPs, disk space, memory, and bandwidth. Contact us to confirm compatibility and pricing before proceeding.

Yes. Customers can request to remove resources through the control panel, after which the request will be reviewed and approved. Some resources will require you to contact our team through a support ticket.

Contact Billing to request additional IPs and specify your intended use. Note: Express Level VPS (including Express Plus) does not support extra IPs. Basic VPS and above can add up to 2 extra IPs, and Dedicated Servers can add up to 8 IPs.

For dedicated servers, adding resources may result in temporary service interruption. Please contact Billing team to confirm and schedule changes.