Billing support question about accidental Tier 2 prepayment with no usage

Hi everyone,

I have a billing support question about an accidental Tier 2 prepayment.

I accidentally made a $50 Tier 2 prepayment on May 14, 2026. After the payment, I did not create any Droplets, databases, Spaces, Volumes, Reserved IPs, snapshots, backups, Kubernetes clusters, load balancers, or any other DigitalOcean resources. There has been no active usage on my account, and the full prepaid balance remains unused.

I understand that DigitalOcean prepayments are generally non-refundable. However, since this was an accidental payment and there has been no usage at all, I submitted a billing support ticket through the official DigitalOcean support page and also replied to the billing support email to ask whether an exception refund to my original payment method is possible.

Payment details:

Payment date: May 14, 2026 Payment method: Alipay Amount: $50 Usage status: No resources created and no active usage Prepaid balance status: Full balance remains unused

I have not received a human response yet, so I would like to ask the community:

1. Has anyone experienced a similar issue with an unused Tier 2 prepayment?

2. How long does billing support usually take to respond for Starter accounts?

3. Is there any additional information I should provide in the support ticket to help the billing team review the case?

4. Should I wait for the billing specialist to respond, or is there another official way to make sure the ticket is routed to the correct billing queue?

I understand that billing and refund issues must be handled through the official DigitalOcean support ticket, and I am not asking the community to process the refund directly. I am mainly looking for advice from users who may have experienced a similar situation, and I want to make sure I provide the correct information to DigitalOcean Support.

Thank you for any advice.