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OneProvider - We paid the invoice but the server was suspended due to late payment by mistake
Hello everyone, does anyone know any users of the OneProvider team?
We have been using OneProvider for several years and we had a problem with the invoice this month. The invoice was paid on April 19th, but for some reason OneProvider did not change the invoice status to "paid" (maybe an error in their system, I don't know). The fact is that this amount was charged to my credit card on Paypal and the invoice was paid, but even so, today, April 20th, OneProvider suspended the server claiming "unpaid" status when in fact the invoice was already paid on April 19th.
We have already sent proof of payment to OneProvider and are waiting for a response, however, we are afraid that the server will be removed since their system shows it as late even though the invoice has already been paid.
Ticked id: 545260
If anyone knows any oneprovider team members or if oneprovider is here, please look at my support ticket, you suspended my server marked as "unpaid" when in fact it was already paid.
Thank you.
Comments
Thank you for contacting Low End Support! Your ticket has been moved to the end of the queue.
Reguards,
Easter holidays, response before Tuesday is unlikely. Leaving the payment to the very last day on the invoice, especially right before holidays was unwise at best.
Why unwise? PayPal payments are processed automatically with them, so I don't see any problem in paying 1 day before the due date, my client simply paid me, and I paid OneProvider. As I said, I have been using OneProvider for several years and in the past payments were always paid automatically, but this time the payment was not marked as paid automatically.
Unwise as you did not account for anything going wrong and you got yourself to this situation you are in today.
@Wagner I mean @Clouvider isn't wrong. While there is nothing wrong in paying the invoice 1 day prior to renewal, bots and scripts can break and you can be caught in these situations. If you intend on keeping the server long term, there is no harm in renewing well in advance or even pay a month upfront to avoid potential issues. Good providers will only process suspensions on working days and not weekends or bank holidays, but those are far and few.
Although in principle you're not wrong, if we take your words literally, you may as well tell people to never get into a car because they didn't account for possibly being killed by a drunk driver. There are bigger risks people take daily than gambling that an autopay renewal won't fuck up.
@Wagner probably best to pay on the 1st of every month moving forward if you can get your server back, or (better) find another provider. I haven't heard many great things about OneProvider when things go awry. If they have any sense of decency they will temporarily hold the server suspended for a few days grace period.
Let us know how things ultimately pan out so there's an open record here.
Unfortunately, I cannot pay 2 or more days before the due date since the server is resold. We are a small company, we receive payment from the customer and then pay the supplier, in this case, OneProvider. When possible, I will pay in advance. I believe that in this case I was really unlucky since, exclusively on the holiday, the payment by PayPal was not processed automatically.
Can you ask your customers to move their payment up earlier? I don't think it's unreasonable for all bills to be made payable on the 1st or 5th of every month.
So far everything was going well with OneProvider, we only had this unforeseen event with the invoice, but I believe that this is not OneProvider's fault, the intention of this post is just to reach OneProvider more quickly since due to the holiday it may take a while for me to have a response on the support ticket, my fear is that this delay will result in the removal of the server that was not flagged as paid automatically.
I understood your message, I will take care of this in the future. Thanks for the tip
Well, it seems that the server's ssh port has changed, so I believe that the server has unfortunately been deleted, I'm surprised since the server expires today (the 20th) and today the server was deleted, maybe it's the time zone I really don't know, since 2fa is active I need to enter the oneprovider panel to find out what happened and how to recover the payment and I will only be able to enter later when I return to the office, I thank everyone for the messages but unfortunately I was unable to contact them before the deletion even though I paid for the server yesterday (1 day before the due date)
Think its gone and they can't and won't do anything up to it.
Is it server in France? Maybe it's just in rescue mode.
This is in Canada, I don't know if it's rescue mode, in a few hours I'll bring you the answer.
According to their TOS, only on the third day after the due date should the server be removed (the server expires today, the 20th), my hope is that it will be in rescue mode as the friend said above, in a few hours I will be in the office and I will have more information when accessing their dashboard and then I will respond here.
If the server is in fact gone then chargeback the payment and tell them to suck a fat one. I hope you kept backups (and probably a good reminder to everybody to keep backups regardless of how much you trust your provider).
Just to let you know, support responded and said they would forward my case to the billing department and apologized for what happened. However, the server remains suspended pending removal.
Just to correct one piece of information, the server expired on April 19th (not the 20th), and the payment was made on the same day, the 19th. I would just like to correct this information that I was able to identify when I arrived at the office.
As soon as they respond again, I will inform you here.
UPDATE: Hello, just to inform you of the case, after 24 hours since the last response from the team, until now the billing team has not responded to my support ticket, the server remains as an "unpaid" invoice when in fact it was "paid" and the server remains pending removal due to false late payment. This will probably be the last month using OneProvider, we have another server with them, but we will migrate soon, I understand that problems can occur, however, OneProvider is taking a long time to resolve this considering it is a failure in their payment system where my server has been suspended for more than 2 days without any urgency in the solution.
You have backups right?
Yes, we have a server backup, I don't want to be a bad customer, however, if they continue to delay I will ask for a refund, I am trying to be as patient as possible, here are the details of the receipts:
Invoice due date:
https://snipboard.io/nUYwfe.jpg
Paypal receipt:
https://snipboard.io/Wpzd32.jpg
The amount was also debited from my credit card, so the payment was in fact successful, I simply don't understand why the billing team has such a hard time looking at and resolving this, I understand that there was a weekend and a holiday, but that has already passed, at the very least they don't care about that unfortunately.
Thanks for at least keeping us posted! At least it confirms other bad tales made about oneprovider.
because for critical services like servers unpaid on due date getting suspended or terminated with loss of data. My billing due date is on every 28th of month, but I pay one-week before it. The reason is there may arise bug on host's website, or the payment processor (last time I paid an Low end provider here, my payment went through, I got email and SMS notification from my bank that got paid, but the cart where the "pay now" button appears got stuck/inactive for next 10 mins after payment, usually, it redirects after successful/un-successful payment. So I had to open a ticket and it took a day for them to answer.) If that was last day, my server would have got suspended. But there was week's time. So it got sorted out. There can be paypal, bank, and other middle-men problem in sending and receving and crediting funds. Who knows what problem might arise on payment due date. So better choice to either pay invoice few days in advance or use "add funds" to account feature and keep a minimum 1 month's invoice amount added to it so in case of emergency you can be sure the invoice gets paid.
Yes, I'm taking care of this according to the friend's tip above, the problem is that I resell these servers, so I will need to make an agreement with the client, this is something I will try later.
Honestly you should have had at least 1 month up front or pay the moment it generated...
It's how I operate and I don't even run a business, but I have 3 dedis and 1 VPS I pay for and all but one are at least 1 month ahead. One of them is 2 months ahead.
Maybe I haven't explained my current management adequately, I'll explain in more detail:
1 - I advertise a server offer on my website according to the oneprovider offers;
2 - A client makes the purchase, then I buy from oneprovider;
3 - With this, the oneprovider due date becomes the same as my client's due date, with only 1 or 2 days of difference that I currently provide for "delivery time".
So my question is, how am I going to pay 1 month in advance if I don't know if my client will renew or not?
Even though this is an old client, he has had the server for more than a year, but there are clients who use the server for a few months, so if I do this I will lose money or have to have the server as a backup to forward to another client. Basically, this would change my current resale management, I basically do a server "drop shipping", if I pay too much in advance this could cause me financial loss if I cannot sell the servers.
As I mentioned, we are a small company, in the future we plan to have our own infrastructure, but for a small company it is difficult to pay months in advance when the server is used only for that specific client.
As I said before, I need to analyze and think about how I will do this in the future, this is the first time this has happened with OneProvider and I have been using the company for several years, but as mentioned here it is a script so there is a risk of failures, OneProvider is not directly to blame for this, however, keep in mind that this was reported to them a few days ago and 1 business day has passed since it was forwarded to the billing sector, so I really don't know if the one at fault here is me, anyway, I am still giving OneProvider enough time to look at this and fix it, I have already talked to my client and he is also waiting.
NOTE: Sorry if there are any mistakes or spelling mistakes, I'm using a translator to talk to you.
That's the risk of doing business.
I understand, I will assess your tip and thank you
UPDATE: OneProvider responded a few hours ago, they marked the invoice as "paid" and acknowledged the error and apologized and also added 2 weeks free server time, the server was in rescue mode as the friend mentioned above, so fortunately the server was activated and everything is fine now.
According to support, there was a long holiday in Canada and according to them this was the reason for the delay in the response and reactivation.
I was really unlucky since everything happened during this period, I thank all the friends who commented with the intention of helping, about the quality of OneProvider support, despite the delay everything was resolved, remembering that my intention in this post was not to blame or harm OneProvider, my intention was just to contact someone who had contact with the company so that this could be resolved more quickly, despite the delay, I was partly to blame for this since I made the payment on the due date.
Glad to hear that they were able to fix the problem and get you your server back, and thanks for keeping us updated. I think the recommendation that you bill your client one week ahead of the actual due date is still valid, and takes into account everyone’s viewpoints here.
For the first invoice you obviously take it and immediately activate the server, then the next one would come 3 weeks later, then every 4 weeks afterward. If the client chooses to discontinue the server, it gives them another week after your invoice generation to vacate the server, as opposed to the server shutting down immediately after. This also builds in a grace period in case your client is late with payment or any glitches occur on your system (just as it did to you on oneprovider). This would allow you to pay oneprovider in advance without risking your own funds, while building in contingency buffers on both sides.
Just some rambling thoughts. Take it for whatever it may be worth. But there are definitely some lessons to be learned from this experience.
I'm not good with business or accounting but here is an idea. Set your 1st invoice date of your customers like 25 days later instead of usual 1 month, and charge them for 25 days instead of 30 days, for the first month. And after that 25 days keep them invoicing every 30 days. So in the end, you will have almost a week between when you have to pay to provider and when you get payment from your customers.
If your customer doesn't pay, (usually in 3 days after invoice is created) you can cancel their server and then cancel your order from provider, so you won't lose money on cancelled server.