Most billing problems can be fixed in the client area, under Financial > My Invoices. When a payment needs checking, we look at it for you through a ticket in Billing. Refunds don't need a ticket, as shown in How to request a refund.
If a payment failed or a server is suspended
Pay the open invoice under Financial > My Invoices. A server suspended for an unpaid invoice is switched back on automatically once the invoice is paid.
If your card is declined, try again or pay another way, as shown in How to pay an invoice in the client area. How long a server stays suspended before it is deleted is explained in What happens if a payment fails.
If you paid but something is wrong
Open a ticket in Billing when we need to check a payment:
you were charged, but the invoice still shows Unpaid
you paid, but the server wasn't activated
you see a charge you don't recognize
Click Support > Open Ticket in the sidebar and choose Billing. The full steps are in How to open a support ticket.
In the message, write the invoice number, the date and amount of the payment and the transaction ID from your bank or payment provider. Never send your full card number.
To add details later, reply in the same ticket, so everything stays in one place.