Here is a list of the most commonly asked questions. This is a very generic list. Please refer to our other knowledgebase articles for item-specific support content.
Q: Why is my server still pending?
A: Generally all services that are paid for are instantly set to “Active”. However.
If you are certain it was paid for and none of the above statements apply to you, please submit a support ticket.
Q: Why does my card keep getting declined?
A: In most cases, some banks will decline the charge due to us being a USA company operating online, so the bank thinks someone is trying to process a purchase internationally or can not recognise it which may be blocked by default. You can contact your bank to have this fixed, or you can attempt to check out via PayPal using the same card.
If you are trying to use a gift card, please note we cannot accept it due to various scams and other issues we have ran into. We recommend trying each method provided where a credit card can be used (PayPal, Stripe).
Q: Why was I automatically charged?
A: When signing up for your service, you selected a billing period based on which your service will continue to renew until cancelled. While your credit card information is never actually stored on our system; we keep a payment token which enables us to automatically renew each month/whichever billing period you have selected until that service is cancelled. We can disable automatically renewals at your request, however. No issues there. Simply submit a support ticket requesting this to be changed.
Q: How do I cancel my service?
A: Cancelling your services is a fully automated process and does not require any communication with our billing department.
To submit a cancellation request, do the following:
- Log into our billing area. Click on 'Services'.
- Click on your service.
- Click 'Request Cancellation' on the left-hand side.
Notice: Choosing to immediately cancel your service, will immediately terminate your service. Cancelled services will have their data terminated from our systems immediately. Services not renewed will have their files automatically deleted after 5 days. You can choose to cancel at the end of your billing period (service will continue to run for the duration of the billing period), or immediately.
Q: Why am I being charged taxes?
A: With webfallout.net being an established USA business, we are obliged to charge all United States residents taxes based upon which province they reside within. To conform with the ruling of the United State Revenue Agency, we utilize advanced fraud-prevention tools to cross-check all of our client's addresses to prevent individuals from providing us with false addresses in an effort to avoid sales taxes.
Q: My server still says “Processing” on the control panel.
A: Once your payment has been confirmed, your server begins to install. Depending on the size of the game it can take up to 30-45 minutes to finish the installation. Those titles would include Ark, Squad, and Rust. Please refrain from attempting to start the server from your billing area as it will not speed up the process may possibly break your server.
Q: What kind of server hardware does webfallout.net use?
A: Please refer here: https://webfallout.net/billing/knowledgebase/What-type-of-hardware-does-webfallout.net-host/systems/
Q: If I upgrade my server, do I lose all of my progress?
A: Not at all! If you upgrade your service (Which can be done by following these steps https://webfallout.net/billing/knowledgebase.php) the server will simply restart and you will have your new slot count right away!
Q: Can I transfer my service to someone else?
A: You most certainly can! To transfer your service(s) to another individual, we will require the following be done:
-The individual that will be taking new ownership register an account with our billing system (https://webfallout.net/billing) if they do not already have one.
-You (the service owner) submit a ticket via the billing area requesting the service be transferred to the other person's account. Please provide their email address in your ticket.
Do note that none of your personal information would be transferred or shared with the new owner, so there is nothing to worry about that.
Q: How can people donate to my server?
A: We have a public pay system that allows anyone to donate directly to your webfallout.net account so they know that the funds are going towards the server.
All you need to do is create a Public pay link from here:
https://webfallout.net/billing/index.php?/
**Do note that all donations are nonrefundable and cannot be redeemed for cash**
Q: I don’t want my server any more, can I get a refund?
A: Our refund policy applied to a client's first purchase within 24 hours; which we will provide a full refund at your request if you are not satisfied.
If you purchased a service for longer than 3 months (quarterly, bi-annual, and annually) you are eligible for a pro-rated credit back to your webfallout.net account; minus any discounts which were provided for purchasing a longer-term service. This does not apply to any month to month service subscriptions.
Refunds issued for billing errors are made on a per-case basis which would need to be discussed with staff in our billing department.
Q: How do I apply my account credit to my invoices?
A: When you are looking at your current invoices on your billing account, you will need to first select the method of payment (Credit card, PayPal,) first; and then open the invoice. From there it would then have an option to apply an account credit to your selected invoice.
If you ever have any other questions or concerns, please feel free to submit a ticket to our webfallout.net support team. Thank you
Signed by Head Of GameServer Sales Manager
James P
