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Copy file name to clipboardExpand all lines: pages/account/faq.mdx
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@@ -19,7 +19,7 @@ At this time, it is not possible to move a Project from one account to another.
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## Access and security
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### My account is locked. What should I do?
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If your account is locked, [contact our support team](https://console.scaleway.com/support/tickets/create) to learn the reason for the blockage and discover how to regain access.
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If your account is locked, [contact our Support team](https://console.scaleway.com/support/tickets/create) to learn the reason for the blockage and discover how to regain access.
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### I cannot access my account, but I am still being billed. How do I resolve this?
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First, you must contact the support to help you [unlock your account](/account/troubleshooting/cannot-log-into-my-account/). Once you have regained access, identify what resources are still running and delete them. You can also [close your account](/account/how-to/close-account), and have all your remaining resources automatically shut down.
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### How can I get more quotas?
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You can get more quotas by adding and verifying your [payment method](/billing/how-to/add-payment-method/) and [identity](/account/how-to/verify-identity/).
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If you have already completed these two steps and still need an increase in quotas, contact our [support team](https://console.scaleway.com/support/tickets/create) and inform them which product you need more quotas for.
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If you have already completed these two steps and still need an increase in quotas, contact our [Support team](https://console.scaleway.com/support/tickets/create) and inform them which product you need more quotas for.
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## Account management
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### How do the Advanced, Business, and Enterprise support plans pricing work?
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Refer to the [Understanding support plans](/account/reference-content/understanding-support-plans) reference page for more details about how each plan works.
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### Which language does the support team speak?
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### Which language does the Support team speak?
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Our support team can assist you in English and French, via ticket and/or phone, depending on your support plan level.
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@@ -48,7 +48,7 @@ Starting from the second month onward, you are billed in full at the beginning o
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This billing model ensures that you pay for the service based on your actual usage for the first month and then in advance for subsequent months.
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### Why have I been billed for resources that are deactivated or powered off?
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If you were billed for resources that have been correctly stopped, please [contact our support team](https://console.scaleway.com/support/tickets/create), providing the name of the product and resource, and the date of deactivation.
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If you were billed for resources that have been correctly stopped, please [contact our Support team](https://console.scaleway.com/support/tickets/create), providing the name of the product and resource, and the date of deactivation.
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### I deleted my account, but still received an invoice. Why?
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Scaleway invoices are calculated at the end of each month, so you may receive a final invoice the month after closing your account. That corresponds to your outstanding consumption for your final month of activity.
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### I tried to add a credit card but received the message 'Card already registered'
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A credit card can only be registered once across all Organizations. If you receive this message, make sure you do not have the same card already registered to another Scaleway account.
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If you only have one payment method and need to use it on more than one account, [contact our support team](https://console.scaleway.com/support/tickets/create) to request an individual verification.
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If you only have one payment method and need to use it on more than one account, [contact our Support team](https://console.scaleway.com/support/tickets/create) to request an individual verification.
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### I added a physical credit card, but it was declined. Why?
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If your credit card complies with the payment requirements but was still declined, please [contact our support team](https://console.scaleway.com/support/tickets/create) for assistance.
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If your credit card complies with the payment requirements but was still declined, please [contact our Support team](https://console.scaleway.com/support/tickets/create) for assistance.
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### Why can't I delete my credit card?
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You must always have a valid credit card registered to your account. If you have only one credit card registered, it will not be possible to delete it from your account, even if you use a SEPA debit as a payment method.
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It is also not possible to remove a credit card from your account if you have one or more outstanding invoices. If that is the case, make sure you have paid any issued invoice(s) and have no consumption in the current calendar month, and retry.
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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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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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## Invoices
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-**Issued** - Refers to a final invoice awaiting payment. It has a unique number and is non-repudiable. The invoice charges for the resources consumed over the corresponding billing period.
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-**Paid** - Refers to a fully paid invoice. No further action is required.
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-**Incomplete** - Refers to invoices where the user has provided incorrect billing details or payment information, or elements of this information are missing. The user must update this information as soon as possible to avoid having their account deleted.
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-**Outdated** - Refers to invoices where there has been a change in billing information, for example, a discount has been applied, or the client has amended their billing details. An updated invoice will be issued soon.
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-**Outdated** - Refers to invoices where there has been a change in billing information, for example, a discount has been applied, or you have amended your billing details. An updated invoice will be issued soon.
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-**Voided** - Refers to invoices with an amount of €0 before any discounts are applied. No further action is required.
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-**No due** - Refers to an invoice that does not require payment from the user. The invoice has been issued, but the amount due is €0 or has been waived, and no further action is required from the user.
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-**No due** - Refers to an invoice that requires no payment from you. The invoice has been issued, but the amount due is €0 or has been waived, and no further action is required from the user.
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### After how much time does an unpaid invoice lead to an account lock?
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After your invoice is issued, you have ten days to pay it. If you fail to settle your invoice within this period, your account will be suspended, and your resources will become inaccessible. You will have another ten days to pay your invoice before your resources are deleted.
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Alternatively, you can retrieve your consumption information and download your invoices using the [API](https://www.scaleway.com/en/developers/api/billing/).
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### How can I change the country or region registered to my account?
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It is not possible to edit your country and region directly from the Scaleway console. Please [contact our support team](https://console.scaleway.com/support/tickets/create) if you need to change this information.
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It is not possible to edit your country and region directly from the Scaleway console. Please [contact our Support team](https://console.scaleway.com/support/tickets/create) if you need to change this information.
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Be prepared to inform us of your new address, including country, region, city, postal code, and street address. Our team will then proceed to update your account details.
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If you do not provide a valid VAT number, you will be considered an individual customer (B2C), and the local rate will be applied.
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### How can I remove or update my VAT number?
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It is impossible to edit your VAT number once a value has been set. [Contact our support team](https://console.scaleway.com/support/tickets/create) if you need to update it.
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It is impossible to edit your VAT number once a value has been set. [Contact our Support team](https://console.scaleway.com/support/tickets/create) if you need to update it.
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