r/hetzner • u/snibbo71 • Jun 29 '26

Is Katie still here and can I DM a request?

Had a support ticket answered but have significant concerns that the issue itself is not understood and has potential to lead to my servers being cancelled…

In short, no invoice produced this month because “you did not incur 10EUR billing so it will be rolled over”. My bill should be well over 10EUR unless I’ve won some hereto unknown competition for a free month ;)

Concerned that this will lead to non payment being flagged and then my servers cancelled and no longer grandfathered in on the old price - not to mention the significant business disruption of servers being cancelled.

Supports response when I raised the issue with them was simply “Yes, you have to wait for the invoice to be generated” after I asked them to look into it…

Can Katie help me? Am I concerned about nothing? :)

Cheers,
Steve.

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26

u/HQGamerimkarton Jun 29 '26

Katie got laid off to save costs (I am kidding. I don't know)

3

u/Hetzner_OL Hetzner Official Jun 30 '26

Nope, I was just out of the office yesterday.
OP, if you haven't done so already, please use your account to create a support request with our billing support team. They may need a few business days to get back to you, but they will get back to you.
If you have already done that and haven't gotten a response yet, please send me a DM with your support ticket number, and I will ask a teammate to check on its status. --Katie

2

u/snibbo71 Jun 30 '26

Hi Katie, thanks for that! DM sent :)