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Payment or credit is pending

Check the transaction in the Customer Dash before starting another payment. Payment confirmation can take time. KmerHosting adds account credit only after the payment is confirmed. Keep the payment reference, amount, time, currency, and payment method. Never send a PIN, CVV, one-time code, or full card number. Confirm that:
  • the amount is within the range shown in the Dash;
  • the selected country or currency is supported; and
  • no payment for the same recharge is already pending.
If a live currency conversion is temporarily unavailable, try again later. If the problem continues, contact Support with the displayed error and recharge reference when available.

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Payment completed but credit is not visible

Refresh the transaction status in the Dash and confirm that the payment is marked as completed. If the payment is confirmed but the KmerHosting credit is still missing, contact Support with:
  • the KmerHosting account email;
  • transaction reference;
  • timestamp;
  • amount and currency; and
  • a sanitized screenshot or error message.

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Auto-renew did not complete

Check that:
  • auto-renew was enabled;
  • the account had enough available credit;
  • the service was eligible for renewal; and
  • the service was not already terminated.
Also review the displayed renewal price and service state.

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Purchase or provisioning failed

Do not repeat the order until the first order state is known. If the service shows a retry option, use it only when instructed by the displayed state. If a failed service charge had already deducted KmerHosting credit, the applicable credit is returned when the failure is recorded.

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Cancellation changed the service state

Use Keep service, Resume, or Revoke cancellation when available before the displayed termination cutoff. If the control is unavailable, contact Support with the account email and service ID.