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[Resolved] GatewaySentry - Cancellation bug caused balance issue (Fixed by provider)
Hey everyone,
I want to expose a very sketchy and unacceptable support experience I'm currently having with GatewaySentry.
Here is exactly what happened:
- I ordered a Sentry Compute instance in Amsterdam (AMS1, 2 vCPU · 4 GB). The provisioning and booting process was extremely slow.
- Seeing that the deployment was taking ages and hadn't completed, I opened a ticket (GS-00903) requesting to cancel the pending order.
- An agent named Andy simply replied "Order cancelled" and immediately CLOSED the ticket, leaving me with no way to reply.
- Now, the billing didn't change (no refund), and the instance was NOT deleted. Instead, it has been completely stuck in the "Booting" stage for over 24 hours. I have no idea if it’s soft-locked or abandoned by their system.
This is straight-up robbing the customer. Their terms might say "no refunds once deployed," but this instance was NEVER fully delivered or usable! If they chose to keep my money, they are contractually obligated to deliver a working server. You cannot just say "Order cancelled", lock the user out of the ticket, and keep both the money and the server.
I have opened a new ticket demanding them to either fix and fully deploy this Amsterdam instance immediately or issue a full refund. If they refuse, a chargeback/dispute will be filed with my payment provider shortly.
Avoid GatewaySentry. Their backend system is buggy and their support logic is completely rogue.
**> UPDATE: >
Isaac from GatewaySentry just responded. They apologized for the confusion and confirmed there was a bug/issue with the cancellation process on their end.They have now credited the funds back to my account balance and promised to look into the workflow to prevent this from happening again.
The issue is now resolved. Thanks everyone for tuning in and for the support!**
Comments
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😯
What a popcornful Saturday innit m8?
@wdmg @x0x0x
You could simply ask provider to fix the deploy, or deploy you a working VPS, no?
Righto. It's 🍿 after 🍿 after 🍿. And it's not even Christmas, the deadpool season
And the summer isn't even over yet for the summerhost deadpool season. 2027 is the Chinees year of the popcorn.
Man but whos Andy never heard of the guy before... I wonder if he was bytefend? The legendary Buttfend.
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