Question 1

How does billing work?

Accepted Answer

Doprax uses a pay-as-you-go prepaid wallet. Your available balance is deducted continuously based on the hourly cost of your active services. Common reasons your balance might drop: 🛑 Stopped servers still bill (resources like IP and disk are still reserved) 📊 Traffic overages (metered and held daily once you exceed your plan's allowance) 💾 Snapshots (snapshot storage costs are deducted from your balance daily) ✅ To stop all charges: You must completely Delete the server. Stopping it is not enough.

Question 2

Which payment methods do you accept?

Accepted Answer

You can top up your balance with: All major credit cards (Visa, MasterCard, etc.) 300+ cryptocurrencies, including Bitcoin, USDT and ETH Google Pay and Apple Pay on supported devices Add credit under Billing → Top up.

Question 3

Why is my balance negative?

Accepted Answer

While your main wallet balance usually doesn't go below zero, your Available Balance can become negative if your accrued usage (like traffic overages or hourly server costs) exceeds your funds. If your available balance stays negative, your services may be automatically frozen and even deleted. 💳 Action required: Please top up your account to clear the pending charges and keep your services running smoothly.

Question 4

Why is my burn rate / daily charge higher than expected?

Accepted Answer

The "Estimated daily spending/burn rate" on your dashboard is just a projection based on your currently active servers and recent traffic. Not actual usage, you won't get charged for the based on estimate number. > 💡 We charge you for actual usage, not the estimate. To see exactly what you are paying for: 1️⃣ Go to Account → Billing Overview 2️⃣ Open the Ledger & Breakdown tab 3️⃣ Scroll down to the Ledger table 4️⃣ Click Breakdown on any entry to see the exact unit price, quantity, and math behind the charge.

Question 5

Why am I still being charged when my server is stopped?

Accepted Answer

⏸️ Stopping a server does not stop billing. When a server is stopped, it still reserves space on the host node, keeps its data on the disk, and holds onto its public IP address. Because the underlying cloud provider still charges for these reserved resources, the hourly rate continues. ✅ To stop all charges, you must completely Delete the server. *(Tip: You can create a snapshot before deleting if you want to restore your data later!)*

Question 6

I don't recognize a charge on my account

Accepted Answer

Before reaching out, we highly recommend checking the Ledger Breakdown: 1️⃣ Go to Billing → Balance 2️⃣ Click Breakdown next to the charge for a full receipt showing exactly what it was for (e.g., traffic overage, snapshot storage). If it still doesn't look right, please reply with the Charge ID or Date, and our billing team will investigate it for you! 🕵️‍♂️

Question 7

Payment is pending / waiting for confirmations

Accepted Answer

Crypto payments go through on-chain confirmations before they credit to your account. ⏳ Please wait 15–30 minutes and then refresh your balance. Different coins have different confirmation times — BTC can take longer than TRX or TON.

Question 8

Transaction confirmed on blockchain but balance is still $0

Accepted Answer

Please contact support with your transaction hash or NowPayments payment ID. Our team will look it up and credit your account manually if everything checks out.

Question 9

I sent the wrong amount

Accepted Answer

If the amount you sent is less than required, the payment may be automatically rejected by NowPayments. Please share your transaction hash and the amount sent — our team will check if it can be manually credited or advise on next steps.

Question 10

Can I request a refund?

Accepted Answer

Yes, refunds are possible. To process your refund request: 1. Ensure you have no active services on your account 2. You won't be able to create new services until the refund is processed ⚠️ Note: Refunds may take up to two weeks to complete, depending on your bank.

Question 11

Can I transfer my balance to a different account?

Accepted Answer

Balance transfers between accounts are not supported at this time. Your balance stays in your account and can be used for any services on Doprax.

Question 12

What is the minimum balance needed to create a server?

Accepted Answer

To create a server (VM or App Space), you need enough available balance — not just your wallet balance. > 💡 Available balance = your wallet minus unbilled accrued charges (hourly compute already building up, usage/traffic, and any pending charges). Minimum for any plan: at least $3.00 available. For plans costing $30/month or more (estimated): You also need 10% of the plan's estimated monthly cost in available balance (whichever is higher). Example: a ~$50/mo plan needs about $5.00 available. ⚠️ Also blocked on the create page if: your estimated runway is 2 days or less — top up first, then try again. 💳 Add credit under Billing → Top up if the create page shows a balance warning.

Question 13

How long does a card-to-card or Rial payment take to confirm?

Accepted Answer

Card-to-card and Rial payments are confirmed automatically. ⏱️ This takes up to 2 hours but usually much faster (15 minutes). If your payment has been waiting longer than 2 hours, please contact support with your receipt and we will prioritize it.

Question 14

I paid but it hasn't been confirmed — what should I do?

Accepted Answer

Please contact support with a photo or screenshot of your payment receipt, but only if: 1. you have waited for more than 2 hours for the payment to be confirmed 2. you have created a confirmation request in the Rial payment page. Our finance team will verify it and credit your account manually — usually within a few hours during business hours.

Question 15

I transferred the wrong amount

Accepted Answer

Please share the receipt showing the exact amount transferred. Our finance team will review it and adjust your balance accordingly.

Question 16

How do I make a card-to-card or Rial payment?

Accepted Answer

To top up via card-to-card or Rial: 1. Go to Billing → Top Up → Rial Payment 2. follow the instructions on the page and Transfer the amount to the provided card number3. enter the last 4 digits of the card number in the box to start the automatic verification of the payment Your payment will get verifid automatically and your balance will be credited within 15 minutes (up to 2 hours).

Payments & billing

Unexpected charge / billing question