An xCloud invoice can include multiple bill rows, such as managed server charges, resize adjustments, backup add-ons, credits, or other services. This guide explains how to read an invoice before contacting Support about a charge or refund.

When this guide applies #

Use this guide if:

• you see an invoice but do not understand the charge,
• you need to ask Support about a refund,
• the invoice contains multiple bill IDs,
• you resized a managed server and see an adjustment,
• you deleted a server but still see a billing record,
• Support asked you for a specific bill ID.

Invoice ID vs bill ID #

The invoice ID identifies the overall invoice. The bill ID or line item ID identifies a specific row inside that invoice.

This distinction matters because one invoice may contain several charges. For example:

• managed server monthly charge,
• managed server resize charge,
• backup add-on charge,
• credit or adjustment,
• renewal charge,
• another server charge.

If only one row is incorrect or refundable, Support may ask for the exact bill ID instead of refunding the full invoice.

Common invoice fields #

Field	What it means
Invoice ID	The main invoice reference
Bill ID	A specific charge or line item inside the invoice
Status	Paid, unpaid, refunded, partially refunded, or pending
Service period	The dates the charge covers
Amount	The charge for that line item
Credit/refund	An adjustment already applied or pending
Server/service name	The managed server, add-on, or product connected to the row

How to identify managed server charges #

Managed server charges usually reference the server, plan, service period, or resize. If you see multiple managed server rows, check whether they are for:

• different servers,
• old plan vs new plan after resize,
• current month renewal,
• pro-rated upgrade charge,
• credit for unused old plan time.

How to identify resize charges #

Resize charges may appear when you upgrade or downgrade a managed server. The invoice can show only the difference for the remaining billing period.

Look for:

• plan name changes,
• old and new server size,
• adjustment wording,
• charge amount smaller than the full monthly plan,
• multiple rows created around the same time.

How to identify refund-related rows #

Refunds or credits may appear as separate rows, status changes, or payment adjustments. Depending on the payment flow, a refund may not remove the original invoice row. Instead, the invoice remains as a record and the refund/credit is shown separately.

If the invoice is partially refunded, some rows may still be valid.

Step-by-step: prepare an invoice question for Support #

1. Open the invoice detail page #

Go to your billing area and open the invoice you want reviewed.

2. Copy the invoice ID #

The invoice ID helps Support find the exact billing record.

3. Copy the relevant bill IDs #

If your question is about only some rows, copy those bill IDs. This is especially important for resize charges or invoices that include several servers.

4. Check the service period #

The service period helps Support calculate unused time for pro-rated managed server refunds.

5. Explain what looks wrong #

Tell Support whether you are asking about:

• full invoice refund,
• selected bill row refund,
• pro-rated managed server refund,
• resize adjustment,
• cancelled subscription,
• deleted server charge,
• duplicate charge.

How to decide whether the full invoice or selected bill rows need review #

Before asking for a refund, separate the invoice into two parts: the overall payment record and the individual bill rows. The full invoice should be reviewed only when every row on that invoice is connected to the same incorrect charge. If the invoice contains several rows, Support usually reviews only the rows connected to the issue.

For example, if an invoice includes one managed server resize row, one backup add-on row, and one unrelated renewal row, the refund request should mention the exact bill ID for the resize row. This avoids delaying the review and prevents unrelated valid charges from being included by mistake.

Use this simple checklist:

• If every row is wrong, ask Support to review the full invoice.
• If only one service is wrong, send the specific bill ID.
• If the issue is a managed server deletion, include the deletion date.
• If the issue is a resize, include the old plan, new plan, and resize date.
• If the issue is a refund already promised, ask Support to check the refund status instead of opening a new refund request.

What xCloud Support can check #

Support can review:

• invoice status,
• payment status,
• eligible managed server rows,
• pro-rated refund calculation,
• resize-related bill IDs,
• backup add-on rows,
• whether a refund or credit was already applied.

What to send xCloud Support #

Include:

• invoice ID,
• bill IDs,
• screenshot of the invoice rows,
• server name if available,
• cancellation, deletion, or resize date,
• expected correction,
• whether the issue is full invoice or selected rows only.

FAQ #

Why did Support ask for bill IDs? #

Because one invoice can include several charges. Bill IDs help Support refund or review only the relevant line items.

Can one invoice be partially refunded? #

Yes. If only some bill rows are eligible, the invoice can be partially refunded or adjusted.

Why does a refunded invoice still show in my account? #

Invoices remain as billing records. A refund does not always remove the original invoice from your history.

Does xCloud refund managed server unused time? #

Yes. xCloud Managed Servers are eligible for pro-rated refunds for unused time when the service qualifies.