Frequently Asked Questions about Payment Problems

If you have any questions about an outstanding balance, how to add a payment option, or about billing in general, please contact DigitalOcean support. Answers to the most frequently asked questions are here:

Can I have a refund?

No, we do not offer refunds. If there are extenuating circumstances, please open a ticket with our support team. Because we offer hourly billing, you can always destroy your Droplet and only pay for what you’ve used.

Can I have an extension on the due date of my bill?

We bill on the 1st of the month, and you have until the 21st of the month before a suspension occurs. If you feel that you need more time than that, then please contact our support team.

Why is my account on hold?

If your credit card payment was not successful or the PayPal/credit balance on the account does not cover the full invoice, then your account is placed on a temporary hold.

You have until the 21st of the month to pay the balance in your billing page before the account is suspended. If you have any issues making payment, please reach out to our support team who will be glad to assist.

My credit card expired or was declined, so my payment failed. How do I prevent my account from being suspended?

Prevent your account from being suspended by updating the card’s information, adding a new credit card to your account, or making a deposit via PayPal on the billing page.

If there is an outstanding balance on the account, your updated card will be charged within 24 hours. Otherwise, your card is charged at the end of the monthly billing cycle.

Why was my credit card declined?

There are many reasons why your card may be declined, but your bank doesn’t typically pass this information along to DigitalOcean. It is also not unusual that a card might work in some situations and not others. We recommend that you contact your bank. They should be able to tell you more about the declined payment and root cause.

Am I charged when I add a credit card to my account? What is the charge on my credit card?

When you add a credit card to your DigitalOcean account, we may send a preauthorization request to the issuing bank. This is to verify that the card being added has been issued by the bank and that they will authorize the charges.

These temporary preauthorization holds range from $1 to $15 and can show on your statement for up to 7 days. No funds are being transferred from your card or account to DigitalOcean.