Renewal from balance failed
Auto-renew only works if your balance covers the next period. If it does not, the server is suspended when the days end and you get an e-mail. Top up your balance, then click Reactivate in the dashboard. The files are all still there.
Card declined at checkout
Nothing was charged and nothing was created. Common causes: 3-D Secure not completed, daily limit, card not enabled for online or foreign payments (we bill from a company outside your country). Try again, use another method, or top up a smaller amount first.
PayPal payment stuck
If PayPal showed "completed" but the balance did not change, wait a minute and reload. Still nothing? Open a billing ticket with the PayPal transaction ID; we check it by hand.
Chargebacks
Please talk to us before opening a dispute with your bank. A chargeback freezes the account until it is resolved, and a ticket solves almost every case in a day.