Billing Frequently Asked Questions

My hosting order was declared a FRAUD. What should I do now?

Our systems run checks on each order. If the check passes, the order is accepted and deployed. If the check is not successful, the system rejects it but alerts the account team.

But sometimes, an order risk score may be too high that our account team might not even consider manual verification. In such a case, there is little we can do to help.

Are there any setup or hidden fees?

Nope. You pay only for the services listed when making a payment. There are no additional fees added to your account. Please do note that setup fee may apply for private virtual machines/dedicated bare-metals if it is an unmanaged machine.

Why was my credit or dedit card declined?

Declines can happen for a variety of reasons and frankly, we usually don't have much information as to why a specific charge was declined.
In most cases, it is the issuing bank that decides on whether a credit card should be declined or not.

The correctness of the card number, the expiration date and CVC are the primary factors banks take into account when deciding whether a transaction should be accepted or not.

Every bank has its automated systems that take various signals into account, such as customer’s spending habits, account balance, and the aforementioned card information. Since these signals are constantly changing, even a previously successful card might be declined in future.

Even if all of the card details are correct and there were successful payments before, a future charge can still be declined by a bank’s fraud checking systems.

Now, even though we don’t have much information as to why a particular charge is specifically declined, there are several options that can resolve the issue:

1. If you are using a VPN, deactivate it, clear your local cache to use your local assigned IP. See https://gmail-issues.blogspot.com/2017/08/clearing-cache.html on how to clear you cache.
2. Use another web browser and disable any add-ons/extensions/plugins that may block the actions with the card.
3. Make sure that your actions are not blocked by a firewall.
4. Login to your try removing your card and then adding it back to your account. You can view, edit (update descriptions and expiry date), delete (if enabled) and manage Pay Methods via the Payment Methods page accessible from the Billing and Account sub-menus within the Client Area.
5. Make sure there are no limits on online payments set to your card. If for some reason you cannot make a purchase or deposit the whole amount at once, it is recommended that you try adding funds in smaller increments, e.g. $5.00 at a time. Exceeding the limits for online payments may also be the root cause of the decline.

If none of the listed methods works, please contact our Billing Support Team with your order number, web browser version and the OS installed on your computer so we can investigate the situation further. A screen-shot of the error will be of help a lot.

Do you include VAT in your prices?

Prices are tax-inclusive and we do not supply VAT documentation as we do not tax any domain purchases or value added services. If you are in need of the Hostragon EIN (Employer Identification Number)or DUNS (Data Universal Numbering System) Number, please ask us for these.

What currency do you charge in?

Hostragon accept payments in US Dollars (USD) though we are testing the acceptance of other currencies and/or digital assets. If you would like to pay in a currency other than $USD, please do let the account team know.

What is CVV code and how to find it?

The CVV Number (Card Verification Value) is a 3 digit, non-embossed number printed after the card account number. This number is recorded as an additional security precaution.
This security code has different names:

• CID or Unique Card Code - American Express
• CVV2 or Card Verification Value 2 - Visa
• CVC2 or Card Validation Code - MasterCard

For Visa/Mastercard/Discover, the three-digit CVV number is printed on the signature panel on the back of the card right after the card's account number.

For American Express, the four-digit CVV number is printed on the front of the card above the card account number.

Due to security reasons we require your credit/debit card verification number (CVV) for MasterCard/Visa/Discover or card identification number (CID) for American Express cards before we can process your payment with the purpose of establishing the owner's identity and minimizing the fraud risk.

What is the policy for late/non-delivery of hosting product or service I ordered online?

Our support teams work diligently to make sure that your hosting order is provisioned on time. If for any reason your hosting or domain order was delayed, please do submit a ticket to dedicated customer service team. We will do everything we can to help you successfully resolve your issue.

When will my credit card be charged?

We'll attempt to securely charge your credit card at the point of purchase online. If there's a problem, you'll be notified on the spot and prompted to use another card. Once we receive verification of sufficient funds, your payment will be completed and transferred securely to us. Your account will be charged in 24 to 48 hours.

How can I add funds to my Hostragon account?

If you want to deposit money in advance (e.g. when you want to place a number of orders, or they are going on vacation), you can use your Account Prefunding/Credit feature.
To add funds as a client:

1. Log in to the client area.
2. Click Add Funds on the client area homepage.
3. Enter the amount to add, which can be anything between the minimum and maximum you have set. The system displays the minimum and maximum on the page.
4. Choose a payment method and click Add Funds to go to the gateway to pay.

After the fund has added funds to your account, if you place any new orders, the system will automatically apply credit to them and mark the invoices paid instantly and automatically on checkout.

Please note that a customer cannot add funds until they have at least one active approved order in their account. This is to prevent fraudulent use.