Customer billing lifecycle
This guide connects the billing actions spread across the customer portal. It describes only what a customer needs to decide or verify.
Before checkout
- Verify the customer account.
- Choose cloud or self-hosted use.
- Select the plan and billing period.
- Fill in payer requisites. A company may need confirmation before its first invoice payment.
- For managed cloud, choose an available instance address.
The order summary is the last place to check plan, period, price and payer before a payment is created.
Payment and activation
Individuals normally continue to the bank’s secure card page. Eligible companies can use an invoice when the portal offers it. A card trial or verification amount, when offered, is explained in the order summary before confirmation.
After a successful first payment, a cloud order proceeds to instance creation. A self-hosted purchase updates the entitlement linked to the registered instance. Use the portal status rather than repeating checkout if activation is still in progress.
What records appear
- Payments records a pending, paid, failed or refunded operation.
- A paid card operation may include a fiscal receipt link.
- Documents contains available invoices and acts as PDFs.
- Subscription shows the active period, next renewal and auto-renewal state.
- Instance shows the visible result for managed cloud or the linked self-hosted installation.
These records may appear at different times. For example, a payment can finish before instance creation, and a bank can post a refund after the portal records it.
Renewal and payment methods
With auto-renewal enabled, the linked payment method is charged for the next period on the shown date. Before that date, check the plan, price, card and payer details. If a recurring charge fails, update the payment method or follow the retry action shown in the portal; repeated failures can interrupt entitlement after the applicable grace period.
Invoice subscriptions require the next invoice to be paid instead of an automatic card charge.
Change plan or add-ons
Open Plans or Subscription and review the effective date and price shown before confirming. Some changes apply immediately and others at the next period; the confirmation screen is authoritative. Do not assume that changing a cloud resource profile is instantaneous: the instance may briefly show a service phase.
Optional add-ons appear only when compatible with the selected product and plan. Their price and renewal behavior must be present in the confirmation summary.
Cancel
Cancellation normally disables the next renewal while preserving access until the displayed paid-through date. Read the confirmation carefully when a trial, overdue payment or special term is involved. Save any data you need before the end date and verify that the subscription page shows auto-renewal off.
Refund
Use Support for a refund request when the portal does not provide a direct action. Include the payment date, amount and visible payment reference, but never send full card details. When approved, the payment moves to a refunded state; the bank controls when the credit appears on the statement. A refund can also change the subscription or entitlement shown in the portal.
Recovery checklist
- Do not create a duplicate order while an earlier payment is pending.
- Keep the visible payment or document reference when contacting support.
- For a failed card charge, check the bank result and card limits first.
- For an unpaid invoice, use the exact invoice assigned to the order.
- If payment is paid but the instance or entitlement has not updated, report both statuses in one support ticket.
Next
- Order and payment — checkout details.
- Payments, cards and documents — find records and PDFs.
- Subscription — renewal, change and cancel.