diff --git a/faq/account.mdx b/faq/account.mdx index 0a2cbb6f46..504525e526 100644 --- a/faq/account.mdx +++ b/faq/account.mdx @@ -9,35 +9,55 @@ dates: category: console productIcon: AccountExperienceProductIcon --- +## Account access and security -## My account is locked. What do I do? - +### My account is locked. What do I do? 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. -## Can I change my Organization’s country? +### I've been invited to an Organization, but can’t see any resources +When you create a Scaleway account after being invited to join a specific Organization, a personal Organization is automatically created for you. -If you need to change your Organization country and region, you must [create a support ticket](https://console.scaleway.com/support/tickets/create). +If you only want to work on the Project you have been invited to, you can switch Organizations and Projects using the drop-down menu on the console dashboard. -To make the process faster, when creating your ticket, inform us of your Organization’s new address, including: street address, city, postal code, region, and country. + -## Can I move a Project to another account? +### Can I reopen a closed account? +Yes, you can [reopen a closed account](/account/how-to/close-account/#how-to-reopen-your-account). However, a closed account's resources are permanently deleted, and you cannot retrieve them. -At this moment, it is not possible to move a Project from one account to another. +### How can I report spam content that I received? +You can report spam easily by installing the Signal Spam plugin, which is available for web browsers, email clients, and iOS devices. The plugin, represented by an owl-shaped button, allows you to flag unwanted emails or malicious URLs (such as phishing or scams) directly from your inbox. + +When you report spam, your information is processed in real-time and shared with authorized entities that can take appropriate actions, such as identifying spammers, enforcing legal measures, and blacklisting harmful URLs. While Signal Spam does not filter emails or act as an antivirus, your reports help improve security measures and contribute to a safer online environment. + +To get started, install the [plugin](https://www.signal-spam.fr/en/nos-modules/) (available for Firefox, Chrome, Safari, and Opera browsers and Mac Mail, Outlook, and Thunderbird mail clients) or follow the official reporting path at [Signal Spam](https://www.signal-spam.fr/en/parcours-signalant/) for further support. + +## Account management + +### Can I change my Organization’s country? +If you need to change your Organization country and region, you must [create a support ticket](https://console.scaleway.com/support/tickets/create). -## How do I delete my Organization? +To make the process faster, when creating your ticket, inform us of your Organization’s new address, including: street address, city, postal code, region, and country. +### How do I delete my Organization? [Closing your account](/account/how-to/close-account/#how-to-close-your-account) permanently deletes your Organization, along with its servers, resources, services, and backups. We recommend that you delete all resources before closing your account. Otherwise, the remaining resources will be billed for usage before their manual deletion, which can take up to 10 days. -## Can I reopen a closed account? +## I would like to delete my personal data +Refer to the [How to delete your account and personal data](/account/how-to/close-account/) documentation. -Yes, you can [reopen a closed account](/account/how-to/close-account/#how-to-reopen-your-account). However, a closed account's resources are permanently deleted, and you cannot retrieve them. + + Once you request the deletion of your account and personal data, you will no longer be able to access your account or invoices. The request will take at least 72 hours to be processed. You must make sure all your bills are paid, and that you have not used any resources since the beginning of the current calendar month. + -## How do I change my email address? +### Where can I find my Organization ID? +You can find your Organization ID by accessing the [Settings](https://console.scaleway.com/organization/settings) page of your Organization dashboard. +In the first section, **Organization Information**, you will find the ID and a shortcut to copy it, if necessary. + +### How do I change my email address? To change your email address: 1. On the [Scaleway console](https://console.scaleway.com), go to your [profile](https://console.scaleway.com/account/profile). @@ -45,55 +65,23 @@ To change your email address: 3. Enter a new address under **Email address**, then click **Confirm changes** to save your modification. 4. Confirm your new email address by clicking the link sent to your inbox. -Your email address is now updated. +## Project and resource management -## How can I get more quotas? +### Can I move a Project to another account? +At this moment, it is not possible to move a Project from one account to another. +### I have created a resource in the wrong Project. Can I move it? +At this moment, it is not possible to move a resource from one Project to another. +If you need to move a resource, you must delete it and create it again in the right Project. + +### How can I get more quotas? 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/). 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. ## I don’t seem to have access to my Organization's resources - If you do not have access to certain Organization resources, you might not have the necessary [IAM](/iam/concepts/#iam) **permission set**. [Read the documentation on permission sets](/iam/reference-content/permission-sets/)​ to learn more about the different access levels. -Contact an Organization owner or a member with the necessary permissions to request rights to the resources you require access to. - -## How can I report spam content that I received? - -You can report spam easily by installing the Signal Spam plugin, which is available for web browsers, email clients, and iOS devices. The plugin, represented by an owl-shaped button, allows you to flag unwanted emails or malicious URLs (such as phishing or scams) directly from your inbox. - -When you report spam, your information is processed in real-time and shared with authorized entities that can take appropriate actions, such as identifying spammers, enforcing legal measures, and blacklisting harmful URLs. While Signal Spam does not filter emails or act as an antivirus, your reports help improve security measures and contribute to a safer online environment. - -To get started, install the [plugin](https://www.signal-spam.fr/en/nos-modules/) (available for Firefox, Chrome, Safari, and Opera browers and Mac Mail, Outlook, and Thunderbird mail clients) or follow the official reporting path at [Signal Spam](https://www.signal-spam.fr/en/parcours-signalant/) for further support. - - -## I would like to delete my Scaleway account and data - -Refer to the [How to delete your account and personal data](/account/how-to/close-account/) documentation. - - - Once you request the deletion of your account and personal data, you will no longer be able to access your account or invoices. The request will take at least 72 hours to be processed. You must make sure all your bills are paid, and that you have not used any resources since the beginning of the current calendar month. - - -## I have created a resource in the wrong Project. Can I move it? - -At this moment, it is not possible to move a resource from one Project to another. - -If you need to move a resource, you must delete it and create it again in the right Project. - -## Where can I find my Organization ID? - -You can find your Organization ID by accessing the [Settings](https://console.scaleway.com/organization/settings) page of your Organization dashboard. - -In the first section, **Organization Information**, you will find the ID and a shortcut to copy it, if necessary. - -## I've been invited to an Organization, but can’t see any resources - -When you create a Scaleway account after being invited to join a specific Organization, a personal Organization is automatically created for you. - -If you only want to work on the Project you have been invited to, you can switch Organizations and Projects using the drop-down menu on the console dashboard. - - +Contact an Organization owner or a member with the necessary permissions to request rights to the resources you require access to. \ No newline at end of file diff --git a/faq/billing.mdx b/faq/billing.mdx index c11e0770f8..711b224f36 100644 --- a/faq/billing.mdx +++ b/faq/billing.mdx @@ -9,9 +9,9 @@ dates: category: console productIcon: BillingProductIcon --- +## Billing and invoicing -## How am I billed for Scaleway services? - +### How am I billed for Scaleway services? All Public Cloud services are based on the "pay as you go" model, which means that you only pay for what you use. Your monthly invoice is calculated at the end of each month and based on your hourly resource usage during the month. @@ -28,8 +28,7 @@ The Stardust1-s indicated at €0,0025 excl/hour can be split up as follows: For more information, refer to our dedicated [pricing page](https://www.scaleway.com/en/pricing/). -## When does the billing of an Instance start and stop? - +### When does the billing of an Instance start and stop? The final price of your Instance is calculated according to the characteristics of your resource. Each of these resources is billed separately for a minimum of 60 minutes. Each uninterrupted period between a start and a stop billing event will be considered a unique resource. It is the number of these unique resources noted within a month that are displayed in the consumption table of your invoice. @@ -46,29 +45,24 @@ Below is a detailed list of what is considered start and stop billing events for | Volume storage | Once a volume has been created. | Once a volume has been deleted. | | | Snapshot storage | Once a snapshot has been created. | Once a snapshot has been deleted. | | -## What does pro-rata billing for Dedibox and Web Hosting services mean? - +### What does pro-rata billing for Dedibox and Web Hosting services mean? You are billed pro-rata for the initial month of a subscription. This means the charge is adjusted to reflect the portion of the first month you used the service. Starting from the second month onward, you are billed in full at the beginning of each month, covering the entire upcoming billing period in advance. 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. -## How to read my invoice? - +### How to read my invoice? Refer to the [Reading an invoice](/billing/additional-content/reading-an-invoice/) documentation page for a detailed description of your invoices. -## When are invoices issued? - +### When are invoices issued? Invoices are issued each month based on the resource consumption of the previous month. Our reference billing period is the definition of a calendar month in the Coordinated Universal Time (UTC) time zone. The automatic payment of invoices occurs in the first few days of a month, once the invoice is issued and is processed by using the preferred payment method of your account. -## How can I manage my billing? - +### How can I manage my billing? You can manage your billing from the [billing section](https://console.scaleway.com/billing/overview) of the Scaleway console. Your recent invoices as well as the consumption report for the current month are available for download. Alternatively, you can retrieve your consumption information and download your invoices using the [API](https://www.scaleway.com/en/developers/api/billing/). -## What does the status of my invoice mean? - +### What does the status of my invoice mean? The status of an invoice can be: * **Draft**: Refers to the invoice for the current calendar month. The billing period has not yet finished, so the invoice is not finalized and is subject to change. * **Stopped**: Refers to invoices where the billing period (calendar month) has ended, but the invoice is not yet issued. @@ -78,25 +72,21 @@ The status of an invoice can be: * **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. * **Voided**: Refers to invoices with an amount of €0 before any discounts are applied. No further action is required. -## Do the prices shown on the website include EU VAT? - -Prices announced on our website exclude all taxes. - -Because we are a European company, we are required to charge VAT on all orders made by European individual customers (B2C). -The appropriate VAT rate is automatically applied to your invoice, depending on your fiscal residence. Just make sure the administrative details on your profile, such as postal address, recipient name, and phone number are in order. -No other additional taxes, but European VAT is collected. +### How long do I have to pay my invoice before my resources get locked? +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. -If you are not located in one of the 27 member states of the European Union, no other tax will be added to your invoice, per application of EU laws. -European B2B customers (excluding French B2B customers) are exempted from VAT, as long as they provide a registered VAT number. Just add your VAT registry number to your profile, and your invoice will be updated accordingly. +### Why have I been billed for resources that are deactivated or powered off? +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. -If you do not provide a valid VAT number, you will be considered an individual customer (B2C), and the local rate will be applied. +### I deleted my account, but still received an invoice. Why? +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. -## Which payment methods does Scaleway accept? +## Payments and payment methods +### Which payment methods does Scaleway accept? We accept Visa, MasterCard, CB, UnionPay, American Express, and SEPA. Virtual and pre-paid credit cards are not accepted. Note that you must add a credit card to your account before setting up a SEPA mandate. -## How can I pay my invoice? - +### How can I pay my invoice? We automatically initiate one payment transaction from your preferred payment method at the start of each new month. Once an invoice is issued, you have 10 days to regularize it (see section 6.3 of our Terms of Service). As a reminder, the due date of payment is displayed on each invoice once issued. If the automatic payment fails, you will be notified by mail of payment failure and invited to initiate a new transaction from your account. @@ -111,91 +101,80 @@ If after several manual attempts you cannot manage to trigger a successful trans If you are unable to settle your invoice after the due date, your account is going to be suspended and your resources will be unreachable. You will then have another ten days to regularize your invoice before your resources are deleted. -## How long do I have to pay my invoice before my resources get locked? -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. - -## Can I pay my invoice using a different payment method? -Unpaid invoices have to be regularized with a credit card. You can [add new credit cards](/billing/how-to/add-payment-method/) to your account. - -## How can I add a billing contact to my account? - -The billing contact is an additional contact linked to your account which will receive your monthly invoices. This can be useful if invoices in your Organization are handled by another department. -You can add a billing contact directly from the User Account section of your Scaleway console. - -1. Log into your Scaleway console. -2. On the Organization drop-down menu, click **Billing**. The billing section displays. -3. Enter the new billing contact e-mail address. -4. Click **Save**. - - The billing contact is only an administrative contact. It can not be used to connect to the Scaleway console. - +### Can I use a virtual or prepaid card as a payment method? +No. Virtual or prepaid cards are **not** accepted as payment methods. When using a credit card, ensure you are using a physical card, protected by 3D secure. -## How can I obtain a SEPA Mandate? +### Can I pay my invoice using a different payment method? +Unpaid invoices have to be paid with a credit card. You can [add new credit cards](/billing/how-to/add-payment-method/) to your account. +### How can I obtain a SEPA Mandate? Refer to the [How to add a payment method](/billing/how-to/add-payment-method#how-to-add-a-sepa-mandate) documentation page for a complete guide on how to add a SEPA mandate. -## Do I have to provide a VAT number? -[The prices shown on our website include EU VAT](/faq/billing/#do-the-prices-shown-on-the-website-include-eu-vat). If you do not provide a valid VAT number, you will be considered an individual customer (B2C), and the local rate will be applied. - -## How can I remove or update my VAT number? -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. - -## My credit card validation code expired. What should I do? - +### My credit card validation code expired. What should I do? If your validation code expires, please [contact our support team](https://console.scaleway.com/support/tickets/create) to request a new code. -## I tried to add a credit card but received the message 'Card already registered' - +### I tried to add a credit card but received the message 'Card already registered' 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. 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. -## I've added a physical credit card, but it was declined. Why? - +### I added a physical credit card, but it was declined. Why? If your credit card complies with the payment requirements but still was declined, please [contact our support team](https://console.scaleway.com/support/tickets/create) for assistance. -## I added a credit card but didn’t receive a magic code. What do I do? - -It usually takes up to 24 hours to receive a magic code. - -If after that period you still do not receive it, contact your bank or credit card provider for assistance or [contact our support team](https://console.scaleway.com/support/tickets/create) to request a new code. - -## How long does it take to receive a magic code? - -Usually, the magic code (transaction code) shows up in your bank statement in up to 24 hours. - -## Why can’t I delete my credit card? +### I added a credit card but didn’t receive the validation code. What do I do? +It usually takes up to 24 hours to receive the validation code. +### Why can’t I delete my credit card? 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 payment method. 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. 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. -## How can I change the country or region registered to my account? +## Account and billing management + +### How can I add a billing contact to my account? +The billing contact is an additional contact linked to your account which will receive your monthly invoices. This can be useful if invoices in your Organization are handled by another department. +You can add a billing contact directly from the User Account section of your Scaleway console. +1. Log into your Scaleway console. +2. On the Organization drop-down menu, click **Billing**. The billing section displays. +3. Enter the new billing contact e-mail address. +4. Click **Save**. + + The billing contact is only an administrative contact. It can not be used to connect to the Scaleway console. + + +### How can I change the country or region registered to my account? 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. 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. -## Why have I been billed for resources that are deactivated or powered off? +## VAT and taxes -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. +### Do the prices shown on the website include EU VAT? +Prices announced on our website exclude all taxes. -## Can I use a virtual or prepaid card as a payment method? +Because we are a European company, we are required to charge VAT on all orders made by European individual customers (B2C). +The appropriate VAT rate is automatically applied to your invoice, depending on your fiscal residence. Just make sure the administrative details on your profile, such as postal address, recipient name, and phone number are in order. +No other additional taxes, but European VAT is collected. -No. Virtual or prepaid cards are **not** accepted as payment methods. When using a credit card, ensure you are using a physical card, protected by 3D secure. +If you are not located in one of the 27 member states of the European Union, no other tax will be added to your invoice, per application of EU laws. +European B2B customers (excluding French B2B customers) are exempted from VAT, as long as they provide a registered VAT number. Just add your VAT registry number to your profile, and your invoice will be updated accordingly. -## Why is my Savings Plan charge lower than expected? -When you commit to an amount and purchase a Savings Plan, you receive a monthly discount based on your committed rate and the duration of your plan. If you find that the rate you pay monthly is smaller than the committed rate, this is because your discount was applied. +If you do not provide a valid VAT number, you will be considered an individual customer (B2C), and the local rate will be applied. -Refer to the [Understanding Savings Plan](/billing/additional-content/understanding-savings-plans/) documentation page for more information. +### Do I have to provide a VAT number? +[The prices shown on our website include EU VAT](/faq/billing/#do-the-prices-shown-on-the-website-include-eu-vat). If you do not provide a valid VAT number, you will be considered an individual customer (B2C), and the local rate will be applied. -## Why am I incurring charges while my Savings Plan utilization is less than 100%? -When you purchase a Savings Plan, you commit to a monthly rate in resource consumption. This means that even if you do not consume enough resources, you are still billed for the full committed rate with discounts. +### How can I remove or update my VAT number? +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. -Refer to the [Understanding Savings Plan](/billing/additional-content/understanding-savings-plans/) documentation page for more information. +## Savings plans and discounts -## I deleted my account, but still received an invoice. Why? +### Why is my Savings Plan charge lower than expected? +When you commit to an amount and purchase a Savings Plan, you receive a monthly discount based on your committed rate and the duration of your plan. If you find that the rate you pay monthly is smaller than the committed rate, this is because your discount was applied. Refer to the [Understanding Savings Plan](/billing/additional-content/understanding-savings-plans/) documentation page for more information. -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. \ No newline at end of file +### Why am I incurring charges while my Savings Plan utilization is less than 100%? +When you purchase a Savings Plan, you commit to a monthly rate in resource consumption. This means that even if you do not consume enough resources, you are still billed for the full committed rate with discounts. +Refer to the [Understanding Savings Plan](/billing/additional-content/understanding-savings-plans/) documentation page for more information. \ No newline at end of file