Tag: prepaid

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When is my Domain ready?

The first domain order of a customer has to be manually checked by an employee because:

  • We have to make sure that every personal data is existing and correct. Otherwise we can not accept the order.
  • Usually the domain owner is responsible for the correct use. We, as the provider do not want that the responsibility for the activities that happen on the service falls back on us – this would be the case if there is missing data.
  • The payment providers also take their part in this list. It has often happened in the past that the bookings with the payment service provider were revoked after the immediate provision of a domain. Since registrars charge us the domain fees directly when a domain has been registered, we need to make sure that the data is correct and the transaction safe.

These problems partly come as a result of our anonymous prepaid-system. Customers only have to store any data at purchases of domain bookings.

So please understand that we may need a bit more time to register your domain. Besides that, the worldwide DNS updates can take up to 24 hours but we promise that you will not experience any disadvantages as a result.

If you still have questions regarding this topic, please contact our support.

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Do I have to cancel my prepaid server?

To say it directly: No! As the name says we are a hoster where you pay in advance. So you are not commited to pay the bills even if you get the following notifications per e-mail:

  • Notification before expiration
  • Second notification before expiration
  • Service is locked (late payment)
  • 7 days until the service will get permanently deleted

If you want to discontinue your domain or server you could either ignore these e-mails or deposit a manual cancellation in the web interface.

Our system is using the available credit on your account to renewal the service automatically. That’s why you should cancel unwanted server- or domain-renewals at least seven days beforehand, so your credit won’t be partly used in the invoice. If this happens to you, you can remove the credit from unpaid invoices from the webinterface. Feel free to contact our support in any other case.

So in conclusion there are two ways to cancel your service:

  • You just don’t pay the bill and phase out the service
  • You cancel the service in the webinterface
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How much credit can I charge?

You are not sure how much money you can own on your credit account?

The following regulations are applying in relation to the credit charging:

  • You have to charge at least 5€
  • You can charge a maximum of 500€ per transaction
  • You can own a maximum of 750€ on your credit account

But we still highly recommend to only charge as much as needed for the bill paying. Especially because of the ”Money Laundering Act” which makes it complicated to pay back the charged credit.

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Can credit be refunded?

Can I cash out my credit?

Short answer: Almost never.
Long answer: According to Article 3 of our Terms, refunds are not allowed while the contract is active or during the cooling‐off period. Even after the contract ends, there are many formal obstacles. This is not like a checking account, but a prepayment for services.

What types of credit are affected?

  • Regular loaded credit:
    A refund is only considered after the contract ends and only if there are no other pending charges, special conditions, or ongoing bookings.
    → Refunds are processed using the same payment method used to load the credit. Other methods (e.g. a third party’s bank account) are not allowed.
  • Special credit (e.g. from promotions, donations, goodwill, or cancelled contract parts):
    Never refundable. These funds are designated for a specific purpose and, according to our Terms (Article 3, paragraphs 4 and 5), are legally separate from regular credit.

What about Paysafecard or other “anonymous” payment methods?

Credit loaded with Paysafecard cannot normally be refunded. Only in rare cases, after a full identity verification (including proof of ownership of the Paysafecard) and with a bank account that exactly matches your name, will we consider a refund – but we cannot promise it.

I still want a refund. What should I do?

If you have a valid reason (for example, accidentally loading a very high amount), you can request a refund only after the contract ends and under the following conditions:

  1. Send a written request to auszahlung@prepaid-hoster.de including:

    • A copy of your ID (both front and back)
    • Proof of the original payment method
    • Proof of a bank account with your name exactly as registered
  2. Wait for our accounting team to complete the review (this may take up to 14 days).
  3. A refund will only be made if the legal conditions are completely clear.

Our advice: Only load what you plan to use.

Since the credit is only used to pay for services, we strongly recommend loading only the amount you are sure you will use. A refund on request is not provided by our Terms.

Does my credit ever expire?

No. Even if you do not use your account for a long time, your regular loaded credit remains valid indefinitely. However, special credit may expire, especially if your account is closed or the contract ends – please see Article 3, paragraph 5 of our Terms.

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Unpaid invoice – What to do?

If you cancelled the process of charging credit you can just ignore the obtained invoice – we also can cancel it – please notify our support in this case.

If the bill is provided by a service of yours you could also ignore it and leave it unpaid – but as a result your server or service will get suspended and accordingly deleted.

In the webinterface you can easily cancel the service yourself.

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When is the just ordered service available?

In principle our motto is: Simply charge and get started right away! (ger: Einfach aufladen und sofort loslegen!). So if you order a service out of our webshop, it will be provided ordinarily within a few minutes. This includes our webhosting services and virtual servers.

Because of different points we can provide some services only delayed. That is for products like domains (more information can be found in the matching FAQ-article and dedicated servers (provided within 24 hours). So please don’t be surprised if it takes a bit longer than expected. This could also happen if there are many unforeseen orders so we have to set up a new server to handle the demand.

If your order isn’t available after twenty minutes we recommend to check the order status in the client area. If you can’t see anything there you can contact the support of course!