02Account & billing
Unpaid invoice? Reminder, suspension and deletion
What happens at Nexthosting when an invoice stays open – reminder, suspension from day 2, contract end from day 10 – and how to lift a suspension immediately.
In short
If an invoice stays open, Nexthosting reminds you by email. At the earliest on day 2 after the due date the product is suspended – your data is kept, and after payment it runs again immediately. If the invoice still stays open, the contract ends on day 10 at the earliest, and the product is deleted along with its backups. This sequence applies to private customers (consumers).
The sequence for private customers
Section titled “The sequence for private customers”- 2 days beforeReminder by emailThe invoice is due soon.
- Day 0Invoice dueDue date shown on the invoice
- Day 1Reminder by emailwith the day from which the product will be suspended
- from day 2SuspensionProduct cannot be used, data is kept. Free again immediately after payment.
- at least 3 days before the endAnnouncement by emailwith the exact day on which the contract ends and is deleted
- from day 10Contract end and deletiontermination without notice, deletion of all data including backups
The days count from the due date. “From day 2” and “from day 10” mean at the earliest: Nexthosting may act at these points, not before. This is regulated in AGB § 7 (AGB = General Terms and Conditions).
Lifting a suspension
Section titled “Lifting a suspension”- Log in to your customer account. The open invoice is on the overview under Handlungsbedarf (action needed).
- Pay the invoice under Deine Rechnungen (your invoices) – fastest with a payment method that confirms immediately (PayPal, credit card, Apple Pay, Google Pay) or with credit.
- When the payment arrives, your product is unlocked again. Then check in the panel whether your game server is running, and start it if necessary.
With a bank transfer, the day the money arrives at Nexthosting counts. That can take a few bank working days – allow for this if the deadline is tight.
If you pay by direct debit or card
Section titled “If you pay by direct debit or card”If a collection is in progress for an invoice via a mandate you have given (SEPA direct debit or credit card), the deadlines only start once the collection has failed (AGB § 7). As long as the direct debit is in progress, nothing is suspended.
Costs of late payment
Section titled “Costs of late payment”According to the FAQ (German), this sequence involves no reminder fees and no debt collection (Inkasso).
Prepaid products
Section titled “Prepaid products”Prepaid products do not go through this sequence, because there is no open invoice: they are paid in advance and end with the paid period. If you do not renew in time, the product is suspended on expiry and deleted a few days later, depending on the term. To prevent this, switch on automatic renewal.
Business customers
Section titled “Business customers”The AGB for business customers apply to business customers. Under them, default occurs at the latest 30 days after the due date and receipt of the invoice; in the event of default, Nexthosting may withhold or suspend services and demand default interest, reminder costs and the statutory flat-rate default fee (AGB B2B § 7 and § 8). Before a full suspension or deletion, you are warned – as far as reasonable.
Suspended even though you paid?
Section titled “Suspended even though you paid?”Check under Deine Rechnungen whether the payment has arrived. If you paid by bank transfer, the money may still be on its way. If the invoice is paid and the product is still suspended, open a ticket with the invoice number, payment date and payment method.
A product can also be suspended for other reasons, for example for a violation of the acceptable use policy. You then receive a reason – see Acceptable use policy and abuse.
Frequently asked questions
Section titled “Frequently asked questions”Can I still download my data during the suspension?
Section titled “Can I still download my data during the suspension?”You should not rely on that. The data is kept, but the product is suspended. Pay the invoice and everything is immediately back.
Can I pause a suspended server instead of paying?
Section titled “Can I pause a suspended server instead of paying?”No. Pausing only works for active, non-suspended contracts, and a paused server cannot be resumed if the contract is suspended.
I do not want the server any more. Do I still have to pay the open invoice?
Section titled “I do not want the server any more. Do I still have to pay the open invoice?”A cancellation does not affect payment claims that have already arisen (AGB § 8). Cancel in good time before the renewal, and no new invoice is created. See Contracts and cancellation.