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fix(bil): docs update (#4485)
* fix(bil): docs update * Apply suggestions from code review Co-authored-by: Benedikt Rollik <[email protected]> * Apply suggestions from code review Co-authored-by: ldecarvalho-doc <[email protected]> --------- Co-authored-by: Benedikt Rollik <[email protected]> Co-authored-by: ldecarvalho-doc <[email protected]>
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‎faq/billing.mdx‎

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@@ -131,6 +131,9 @@ It is also not possible to remove a credit card from your account if you have on
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If your case does not match the situations above and you still cannot remove your credit card, [contact our support team](https://console.scaleway.com/support/tickets/create) for a manual verification.
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### Can I extend an expired voucher code?
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No, voucher codes cannot be extended. They have a limited validity period.
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## Account and billing management
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### How can I add a billing contact to my account?

‎menu/navigation.json‎

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{
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"label": "Scaleway network information",
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"slug": "scaleway-network-information"
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},
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{
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"label": "Protecting yourself against phishing and fraud",
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"slug": "protecting-yourself-fraud-phishing"
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}
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],
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"label": "Additional Content",
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{
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"label": "I cannot erase my account and personal data",
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"slug": "cannot-erase-account"
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},
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{
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"label": "Protecting yourself against phishing and fraud",
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"slug": "protecting-yourself-fraud-phishing"
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}
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],
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"label": "Troubleshooting",
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],
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"label": "Additional Content",
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"slug": "additional-content"
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},
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{
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"items": [
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{
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"label": "Fix common billing issues",
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"slug": "fix-common-billing-issues"
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},
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{
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"label": "I cannot add a payment method",
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"slug": "cannot-add-payment-method"
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}
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],
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"label": "Troubleshooting",
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"slug": "troubleshooting"
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}
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],
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"label": "Billing",

‎pages/account/troubleshooting/protecting-yourself-fraud-phishing.mdx‎ renamed to ‎pages/account/reference-content/protecting-yourself-fraud-phishing.mdx‎

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‎pages/billing/troubleshooting/cannot-add-payment-method.mdx‎

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---
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meta:
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title: I cannot add a payment method
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description: Resolve issues encountered when adding a new payment method to your Scaleway account.
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content:
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h1: I cannot add a payment method
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paragraph: Resolve issues encountered when adding a new payment method to your Scaleway account.
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tags: billing credit card
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dates:
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validation: 2025-02-24
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posted: 2025-02-24
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categories:
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- billing
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---
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## I can't find my credit card validation code
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### Cause
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When adding a new credit card to your Scaleway account, a €1 authorization charge is made to verify the card's validity. This transaction includes a 4-digit validation code which appears on your bank statement. It typically appears on your bank statement within 24 hours.
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### Solution
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- **Wait for the code to appear**: the validation code typically appears on your bank statement within 24 hours. If you do not see it immediately, please wait for this period.
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- **Check your bank statement**: review your bank account statement for the €1 authorization charge from Scaleway. The 4-digit validation code should be included in the transaction details.
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- **Contact Scaleway support**: if you still need help, please contact Scaleway's support team to validate your credit card.
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## I tried to add a credit card, but I got a "card already registered" message
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### Cause
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A credit card can only be registered once across all Scaleway Organizations. This means that if your card is already linked to another Scaleway account, you will not be able to add it again.
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### Solution
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- Ensure that the credit card is not already registered to another Scaleway account. If you have multiple accounts, verify if the card is linked to one of them.
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- If the card is already in use, consider adding a different credit card to your account.

‎pages/billing/troubleshooting/fix-common-billing-issues.mdx‎

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---
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meta:
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title: Fix common billing issues
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description: Troubleshoot issues preventing you from paying your Scaleway invoice.
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content:
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h1: Fix common billing issues
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paragraph: Troubleshoot issues preventing you from paying your Scaleway invoice.
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tags: billing credit card invoice
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dates:
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validation: 2025-02-24
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posted: 2025-02-24
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categories:
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- billing
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---
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## I cannot pay my invoice
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### Cause
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Your payment may have failed due to insufficient funds, an issue with your payment method, or incorrect SEPA mandate details.
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### Solution
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**If you are paying by credit card, try the following:**
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- Ensure you have enough funds in your bank account.
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- If payment still does not work, the reason for the failure is indicated in the error message in the console
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<Message type="tip">
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A `card_declined` error message means the payment was refused by your bank. Contact your bank for more details.
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</Message>
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**If you are paying via SEPA direct debit, try the following:**
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- Verify that your SEPA mandate is correctly set up to ensure future payments are processed.
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- Verify that your billing address matches the country of your bank account.
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- Retry the payment.
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<Message type="requirement">
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Unpaid invoices must be paid by credit card.
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</Message>
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## I did not receive my invoice
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### Cause
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Your invoice may not have been delivered due to an incorrect billing contact email or an issue with email delivery.
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### Solution
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**Verify your billing email address:**
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- Check the [billing contact](/faq/billing/#how-can-i-add-a-billing-contact-to-my-account) section in your Scaleway console to ensure the email address is correct.
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- Check your spam or junk folder.
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<Message type="tip">
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You can also [download the your invoices](/billing/how-to/download-an-invoice/) from the console.
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</Message>
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## I have no access to my invoices
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### Cause
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Access to invoices is restricted based on your role and permissions within the Scaleway Organization. Only users with the necessary IAM rights can view the billing section.
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### Solution
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- [Check your permissions within your Organization](/iam/quickstart/#how-to-give-permissions-to-users-and-applications-via-policies): if you are not the owner of the Organization, ensure that you have the appropriate IAM rights to access the billing section.
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- If you do not have the necessary permissions, ask the Organization owner for access.
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## I deleted my resources but I still receive invoices
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### Cause
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Some resources may continue to generate charges even after deletion. Common reasons include:
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- **Elastic Metal servers**: billing continues until the server is fully deleted. If the server is only powered off but not deleted, charges will still apply.
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- **Flexible IP addresses**: reserved flexible IPs are billed even if they are not attached to an active resource.
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- **Volumes and snapshots**: detached volumes or stored snapshots from deleted Instances may still incur storage charges.
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- **Pro-rata billing**: Scaleway operates on a pay-as-you-go model, so you may receive an invoice for usage incurred before deletion, even if the resource was removed before the end of the billing cycle.
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### Solution
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**Verify deleted resources:**
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- Check your Scaleway console to ensure that all associated resources (e.g., servers, IPs, volumes, snapshots) have been fully deleted.
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- Review your billing details.
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## My voucher code did not work
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### Cause
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Your voucher code may be incorrect, expired, or not applicable to your resources.
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### Solution
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**Verify the voucher code:**
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- Double-check that you entered the code correctly without any typos.
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- Check the [voucher scope](/billing/how-to/redeem-voucher-code/#understanding-voucher-scope)
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If you still need help with your voucher code, contact our Support team.

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