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Hetzner Payment Panicking
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Hetzner Payment Panicking

emghemgh Member

Yo,

Anyone had this issue?

I changed from PayPal to debit card like two weeks back, to minimize the risk of me missing a payment.

An invoice was generated, and nothing was billed.

On the invoice, it said:

"The invoice amount will soon be debited from your credit card." - so I wasn't that worried.

The invoice was created two days ago, and I've reloaded the invoice page ever since, every day, to make sure it's getting paid.

Now, without ANY mail notification or any warning, they have restricted my access to ANY service-related view and asked me to pay my outstanding invoices to regain access.

The issue is, it doesn't matter what I change my payment method to, it only reflects further invoices, while their notification says "You may now pay your outstanding invoices.." when switching to PayPal, you're just not able to.

Obviously, Hetzner support is needed here, but I host a bunch of production stuff for clients, and they're not on for another 24 hours, so if ANYONE had this issue and solved it on their own I'll be glad.

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Comments

  • emghemgh Member

    Just to be clear: The credit details that were first set on the invoice are billable, and I've got a PayPal that can be charged as well. I really just want to pay the invoice.

  • ArkasArkas Member, Moderator

    Try removing all payment options. After that, re enter a credit card, it should be billed.

    Thanked by 2emgh vimalware
  • emghemgh Member

    EDIT: What a junk system, the invoice is "in process" and still hasn't failed, therefore I can't manually pay it, but their system still limits access because of it.

    So on one hand their still processing the payment, on the other their punishing me for it.

  • emghemgh Member

    @Arkas said:
    Try removing all payment options. After that, re enter a credit card, it should be billed.

    See my latest post.

  • LTnigerLTniger Member

    Such issues are solved with the help of hatznar support. What do you expect from this community?

    This is highly suspicious and looks like negative shiling. Please move to off-topic.

    Thanked by 1vimalware
  • emghemgh Member

    @LTniger said: highly suspicious

    Lmfao

  • emghemgh Member

    @LTniger said: Such issues are solved with the help of hatznar support. What do you expect from this community?

    @emgh said: Obviously, Hetzner support is needed here, but I host a bunch of production stuff for clients, and they're not on for another 24 hours, so if ANYONE had this issue and solved it on their own I'll be glad.

  • emghemgh Member
    edited August 7

    Second edit: I just came to understand why it's not working.

    It's what I said above about their system not taking into account that a payment is still processing while limiting accounts, but also, it's the fact that it doesn't take weekends into consideration.

    So if they initiate the billing process on the 5th in my case, it's not getting processed on the same day obviously, and it can't be processed on weekdays.

    However, they probably have a hard limit of two days date = limit of the account.

    So their automated payment system isn't getting the payment complete in their own due time.

    Since the 5th will be on a Friday/weekday again I'll probably switch providers. Can't have this.

  • ArkasArkas Member, Moderator

    German technology at its best. Except on weekends. :smiley:

    Thanked by 2emgh rinaldohack
  • comXyzcomXyz Member

    I thought Hetzner's support works 24/7? Especially in case of emergency

    Thanked by 1emgh
  • ErisaErisa Member

    @comXyz said:
    I thought Hetzner's support works 24/7? Especially in case of emergency

    Their datacenter staff work 24/7, but the accounting department is only "Monday to Friday, 8:00 am to 5:00 pm CEST".

    Thanked by 2emgh vimalware
  • comXyzcomXyz Member

    Oh, and no ones can escalate the case when it's emergency?

    I might need to move some production servers out too. But need to keep the servers inside EU, because of the EU laws when I have EU customers :-?

    I'm now sure how @Francisco handle that.

    BTW, what's the best server I can get with €450/month in EU?
    Currently I have
    CPU: 7502P (32 cores / 64 threads)
    RAM: 256GB DDR4
    Storage: 4x1.92 TB NVMe
    Bandwidth: 1Gbps "unlimited"

    Thanked by 1emgh
  • ErisaErisa Member

    @comXyz said: Oh, and no ones can escalate the case when it's emergency?

    Nobody in accounting or general support works outside of those hours, so no not really. I would imagine most emergency cases are not aimed at those departments and usually involve server failures which the datacenter staff can sort out 24/7.

    In this case I don't see why it needs to be an emergency as long as it isn't your first invoice.

    Hetzner are not going to do anything bad to your server for missing an invoice for a few days. They send the second reminder after around a week, and are surprisingly generous to existing customers compared to new ones in this regard. Make the ticket now if you haven't already, and they'll sort you out tomorrow morning.

    Thanked by 3emgh adly iKeyZ
  • comXyzcomXyz Member

    @emgh said: they have restricted my access to ANY service-related view

    @Erisa based on OP it's an emergency

    Thanked by 1emgh
  • ErisaErisa Member
    edited August 7

    @comXyz said:

    @emgh said: they have restricted my access to ANY service-related view

    @Erisa based on OP it's an emergency

    Interesting that would happen after only 2 days, but yeah, nobody who would be able to help works weekends so there isn't really anything you can do except ticket and hope.

    Thank you though, I focused on the 2 days thing and somehow missed that.

    Thanked by 1emgh
  • ErisaErisa Member
    edited August 7

    @emgh said: However, they probably have a hard limit of two days date = limit of the account.

    This isn't entirely true, I've had an overdue invoice for over a week. It's not hard limit, it likely depends on the perceived standing of the account.

    Thanked by 1emgh
  • emghemgh Member

    I’ve got a affiliate casino client raking in a whole lot of money daily, just cannot be any risk that they disable any service.

    And it’s already bad enough that I can’t rescale anything if need be.

    Will migrate everything to Vultr tonight.

  • emghemgh Member
    edited August 7

    @Erisa said:

    @emgh said: However, they probably have a hard limit of two days date = limit of the account.

    This isn't entirely true, I've had an overdue invoice for over a week. It's not hard limit, it likely depends on the perceived standing of the account.

    Interesting. Long-term client of about 2 years (but only like 7 months on this account).

  • adlyadly Member

    Ah, typical German bureaucracy. Clearly nothing can be resolved over the weekend as nobody is available to file the necessary triplicate forms approving re-activation.

    Thanked by 2emgh bikegremlin
  • cazrzcazrz Member

    IIRC they have 10 day grace period.

  • To make the matters worse, they don't accept card/PayPal payments in advance ("account funds") - only wire transfers.

    In addition to being more complicated, in my country banks charge about $30 fixed per a wire transfer (if memory serves me well).

    Sucks.

  • emghemgh Member

    @bikegremlin said:
    To make the matters worse, they don't accept card/PayPal payments in advance ("account funds") - only wire transfers.

    In addition to being more complicated, in my country banks charge about $30 fixed per a wire transfer (if memory serves me well).

    Sucks.

    I like how I'm currently migrating away but still defend them, but:

    Tried their automatic SEPA thing? Or not available where you live?

  • emgemg Member
    edited August 7

    Common Sense Rule #1 for Every Business:
    Never impede customers from giving you money.

    Thanked by 3Arkas emgh Maounique
  • bikegremlinbikegremlin Member
    edited August 7

    @emgh said:

    @bikegremlin said:
    To make the matters worse, they don't accept card/PayPal payments in advance ("account funds") - only wire transfers.

    In addition to being more complicated, in my country banks charge about $30 fixed per a wire transfer (if memory serves me well).

    Sucks.

    I like how I'm currently migrating away but still defend them, but:

    Tried their automatic SEPA thing? Or not available where you live?

    I have no idea what "automatic SEPA" is.
    I get to have my visa/mastercard charged, and wire transfers if I wish to pay in advance (using their Storage Box service).

    Edit: just Googled - no, no SEPA for Serbia.

  • emghemgh Member

    @bikegremlin said:

    @emgh said:

    @bikegremlin said:
    To make the matters worse, they don't accept card/PayPal payments in advance ("account funds") - only wire transfers.

    In addition to being more complicated, in my country banks charge about $30 fixed per a wire transfer (if memory serves me well).

    Sucks.

    I like how I'm currently migrating away but still defend them, but:

    Tried their automatic SEPA thing? Or not available where you live?

    I have no idea what "automatic SEPA" is.
    I get to have my visa/mastercard charged, and wire transfers if I wish to pay in advance (using their Storage Box service).

    Edit: just Googled - no, no SEPA for Serbia.

    Ah, sucks!

    I think it's called something like "SEPA DirectDebit". Most countries have a localized form of deducting money that banks, insurance companies etc use. In Sweden it's "Autogiro". Much better than card because it transfers with you when you change banks, and never expires.

    Hetzner does it, which is nice, but sadly, dosen't help in your case.

  • NeoonNeoon Member, Community Contributor

    The Invoice was generated before you changed it to Credit Card or after?

  • jarjar Member, Patron Provider

    Sounds like manual payments may be best.

  • emghemgh Member

    @Neoon said:
    The Invoice was generated before you changed it to Credit Card or after?

    After. So the right card is processing as they locked the account.

    @jar said:
    Sounds like manual payments may be best.

    Not possible:(

  • AdvinAdvin Member, Patron Provider

    Interesting that they only gave you 2 days after the invoice was created, I always pay 2 weeks after the invoice is created since I like paying my bills on the 1st of every month

    Thanked by 2Erisa emgh
  • emghemgh Member

    @Advin said:
    Interesting that they only gave you 2 days after the invoice was created, I always pay 2 weeks after the invoice is created since I like paying my bills on the 1st of every month

    Yep, their system must be designed to have more than two days since I'm already locked out, somehow, I didn't.

    Invoice 5th, locked 7th.

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