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Adding a card does not pay your outstanding invoices. This is the single most common reason a service stays suspended after a customer thinks they have fixed it.A new payment method only applies to future charges. To clear an existing overdue invoice you have to pay it: Billing → Invoices → the invoice → Pay invoice.

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Paying an invoice

  1. Log in to the Hosting Panel at https://my.hosting.com.
  2. In the left sidebar, click Billing, then Invoices.
  3. Find the invoice, click the three-dot menu next to it, and choose Pay invoice.
You can pick a different saved card during checkout if you have more than one on the account.
If you cannot find the Pay button: on a direct invoice page the action buttons are sometimes above the invoice summary or below the line items. If it is still not there, go back to the Invoices list using the breadcrumb at the top and use the three-dot menu instead.
Invoices can only be paid from inside your account. We cannot send a payment link that works without logging in, and we never take card details over the phone or in chat — if a saved card has failed, update it in the panel.

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If a payment will not go through

  • Try a different card. A decline is often your bank blocking the transaction rather than anything at our end
  • Check the card has not expired, including one renewed with your bank but never updated here
  • Payments by bank standing order or direct mandate take time to clear. The service stays suspended until the money posts, which is normal rather than a fault
  • Already paid but still suspended? Send the transaction reference or receipt on a billing ticket and we will verify it manually and restore the service
  • Bank transfers cannot be confirmed by front-line agents. They have to be located and verified internally before a service is unsuspended, so allow time

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What happens if you do not pay

Domains and SSL certificates have hard expiry dates. There is no equivalent grace period. A failed domain renewal means the domain expires, and recovering it later can attract registry redemption fees. See Domain renewals, auto-renewal and expiry.

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Need more time?

Ask us before the due date. We can usually extend a payment deadline by up to 7 days. An extension is not the same as permanently moving your due date — for that, raise a billing ticket.

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Getting a suspended service back

Pay the overdue invoice and restoration is automatic in most cases: If it is still down well past those windows, raise a ticket with your payment reference.
Paying the newest invoice does not always lift a suspension. Each invoice covers a separate billing period, and a payment is applied to the invoice you paid rather than spread across the account.If more than one period is outstanding, the suspension stays until all past-due invoices are settled. Check the Invoices list for anything older still showing as unpaid.

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If you cannot receive our emails

A suspension takes your domain’s email down with it, which creates a circular problem: you cannot receive a password reset or a two-factor code at an address on the suspended domain. Use a personal address you can definitely reach — Gmail, Outlook, anything off the affected domain — when contacting us or recovering access. If you have already emailed us from the suspended domain and are waiting on a reply, follow up from an address that works.

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If you only need your data

Your files and databases are still on the server while the account is suspended, but you cannot reach them until it is active again. To get access, pay the overdue invoice. The account reactivates and you can then take your backups. Hosting is not terminated for 30 days, so there is time to do this — but once that window passes the data is removed and cannot be recovered.

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Account credit

Credit on your account is checked and applied automatically on the charge date, including for renewal invoices, so it is used before your payment method is charged. Credit is locked to the currency it was issued in, and cannot be moved between accounts.

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Questioning a charge

Before raising a dispute, open Billing → Invoices and look at the invoice itself. Most unexpected charges turn out to be one of two things:
  • A renewal at the standard rate. Promotional pricing applies to the first term only; renewals are at the regular price
  • An add-on bought alongside the plan, such as domain privacy or an SSL certificate
If it still looks wrong, raise a billing ticket with the invoice number. Invoice breakdowns, credit notes, refunds, tax documentation and billing cycle changes are handled on tickets rather than chat.

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Other things you can do here

  • Download an invoice — Billing → Invoices → three-dot menu → Download
  • View orders — Billing → My Orders
  • Credit notes — Billing → Credit Notes
  • Currency and invoice consolidation preferences — Billing → Billing Information
  • Renew early — go to the service → Billing → Issue next invoice