A payment can clear on your card and still leave the order sitting unpaid. When our fraud screening scores a transaction as risky, the invoice is held for a human to look at instead of provisioning the server automatically.
What you are seeing
- The invoice stays unpaid in the billing portal even though the payment went through.
- No setup email arrives and no server appears in the panel.
- The charge is visible on your card statement or in your PayPal account.
Why it happens
Every transaction goes through automated fraud screening before it reaches provisioning. Connecting through a VPN or proxy, or entering a billing address that does not match the one on the card or PayPal account, raises that score enough to trigger a manual review.
What to do
- Open a ticket on the held invoice
Do it from the billing portal, on the invoice itself. Do not place a second order — it will be scored the same way and held for the same reason, and you will end up with two invoices to sort out.
- Attach a photo of an official ID
A government-issued document: national ID card, DNI or passport. A phone photo is fine as long as the whole document is in frame and in focus.
- Leave three fields readable
Blur or black out anything else you would rather not share. The full name, the photo and the expiry date have to stay legible, and the name has to match the billing details of the card or PayPal account you paid with.
Once the review clears, the invoice is marked paid and the server is provisioned on the spot. You receive the usual setup email with the panel credentials.
Ordering without a VPN or proxy connected, and with the billing address exactly as it appears on your card, avoids the hold in the first place.