Understand what to check when a server, backup service, add-on, or subscription was cancelled or deleted, but billing, renewal, invoice, or refund status is still unclear.

Symptoms #

Use this guide if you see one or more of these issues:

• You deleted a server but still see an invoice or payment record.
• You created the wrong server, deleted it, and want to know what happens to the charge.
• A backup service or add-on was activated and then cancelled.
• A subscription appears active after the server was removed.
• You expected a prorated refund but do not see it yet.
• You want to cancel the account but still have active servers, sites, or paid services.

Before you start #

• Confirm you are signed in to the correct xCloud team.
• Open the related Server, Site, Billing, Team, or Settings page in your xCloud dashboard.
• Keep a copy of the exact error message before retrying.
• If the issue affects a live production site, avoid repeated risky changes until you understand the cause.

Step-by-step troubleshooting #

1. Check whether the server or add-on is still active #

1. Go to your xCloud dashboard and select the correct team.
2. Open the Servers area and confirm whether the server is still listed.
3. Check any paid add-ons, such as managed backups, that may have been attached to the server.
4. If the server still exists, delete or deactivate the service only if you are sure you no longer need it.

2. Review the invoice and billing timeline #

1. Open the billing or invoices area in your account.
2. Compare the invoice date with the server deletion or service cancellation date.
3. Remember that some payments are created in advance for the billing period, while refunds may require billing-team review.
4. Do not create duplicate refund tickets for the same invoice; add details to the existing ticket if possible.

3. Confirm whether the request is a refund, transfer, or cancellation #

1. For a wrong server deployment, note whether you want a refund review or help creating the correct server.
2. For account cancellation, remove active servers first so future renewals stop.
3. For backup/add-on cancellation, confirm the add-on is disabled before requesting refund review.
4. For a payment transfer request, include the old and new service names without exposing card details.

4. Wait for payment-gateway processing #

1. After xCloud approves a refund, the gateway or card issuer may take additional time to return the amount.
2. Check your payment method statement after a few business days.
3. If the refund was approved but not visible after the expected gateway window, update the support ticket.

What xCloud Support can check #

• Verify whether the server, add-on, or subscription is still active.
• Review invoices and payment records available in xCloud.
• Forward eligible refund or prorated refund requests to the billing team.
• Confirm whether future renewals should stop after deletion/cancellation.

What to send xCloud Support #

• Team name and account email used in xCloud.
• Invoice number or billing reference.
• Server or add-on name, not sensitive payment-card details.
• Date and timezone when the server/add-on was deleted or cancelled.
• Whether you want refund review, cancellation confirmation, or help avoiding duplicate charges.

Prevention tips #

• Delete unused servers and deactivate unused add-ons before the next renewal date.
• Keep invoice records for every server or paid feature.
• Create the correct server/provider/plan carefully before deleting a paid server.
• Use one support ticket per billing case to avoid split context.

How to read the result #

After you review billing, the main goal is to separate three different situations: a cancelled renewal, a deleted service, and a refund request. A deleted server normally stops future use of that server, but it does not always mean every past invoice changes automatically. If a payment was already captured, the billing team may need to review the invoice, service dates, and cancellation timing before confirming the next step. If the request is approved, the payment gateway or card issuer may still need additional time before the amount appears on your statement. Keep the original invoice and support ticket open until the billing team confirms the case is complete.

Expected result #

After troubleshooting, you should be able to confirm one of these outcomes:

• The issue is resolved and the related site, server, billing item, integration, or team access works as expected.
• The dashboard shows a clear error that can be shared with xCloud Support.
• The issue is outside xCloud platform support and needs action from your developer, DNS provider, payment gateway, software vendor, or third-party service provider.

If the issue affects production, verify the public site and the xCloud dashboard after every major change. Keep screenshots of the before-and-after state so support can understand what changed.

When to contact support immediately #

Contact xCloud Support before continuing if:

• The issue affects a live production site or active customer portal.
• A server, database, billing item, or team owner setting may be permanently changed or deleted.
• You see repeated failures after one careful retry.
• You are unsure whether a root-level, database-level, DNS, or billing action is safe.

FAQ #

Does deleting a server always create an automatic refund? #

Not always. Deleting a server stops the active service, but refund eligibility can depend on timing, service type, invoice status, and billing policy. xCloud Support can route eligible cases for billing review.

Can xCloud transfer a payment from one deleted server to another server? #

In many cases this requires billing-team review. Share the old server, new server, invoice, and payment time so the team can confirm the safest option.

Should I share card details in a support ticket? #

No. Never share full card numbers, passwords, or sensitive payment credentials. Invoice numbers and transaction references are enough.