E2E CloudBilling FAQ
Charges you did not expect
Section titled “Charges you did not expect”Why am I charged when no node is running?
Section titled “Why am I charged when no node is running?”Because something else on the account is still billed. Each of these is charged whether or not a node uses it:
| Resource | While a node is off or deleted | What ends the charge |
|---|---|---|
| A volume | Billed by the minute it exists, attached or not. | Delete the volume. |
| A snapshot | Billed per GB per hour for as long as it is kept. | Delete the snapshot. |
| A saved image | Billed for the storage it uses once it is ready. | Delete it from its Actions menu under Saved Images. |
| A reserved IP | Billed monthly for as long as you hold it, attached or not. | Delete the reserved IP. |
| CDP Backup | A monthly licence per backed-up node plus the month’s peak storage. | Deactivate CDP Backup. |
Open Billing > Account Statement > Usage Details for the last few days: each row names the resource and the project. See Read your account statement.
Do I still pay for a node that is powered off?
Section titled “Do I still pay for a node that is powered off?”Yes, for most plans. Powering a node off keeps its disk, its address, and its plan, and the plan keeps being billed; only stopping an E1-series node pauses its compute charge. Deleting the node ends its charge. See Stop a node.
Why am I still charged after deleting my node?
Section titled “Why am I still charged after deleting my node?”The charge is for something the node left behind: a volume that was attached to it, a saved image, a snapshot, or a reserved IP you kept, as in the table above. A committed plan is also paid for its whole term, so deleting the node early does not return the rest of the term; see Prepaid and postpaid accounts.
I deleted everything and paid up. Why did one more charge appear?
Section titled “I deleted everything and paid up. Why did one more charge appear?”Usage is deducted once every few hours, so the hours a resource ran before you deleted it land with the next Daily usage debit. After that the account is quiet.
Why was one day’s charge much higher than usual?
Section titled “Why was one day’s charge much higher than usual?”A charge that lands once a month fell on that day: the minimum monthly charge for a licensed plan such as Windows or cPanel, which is applied on the first of each month, or a reserved IP’s monthly charge. Usage Details for that day names it.
Why did my hourly rate or monthly bill go up when I changed nothing?
Section titled “Why did my hourly rate or monthly bill go up when I changed nothing?”Usually one of three things: a licence’s minimum monthly charge on the first of the month, a committed term that ended and went back to the hourly rate, or a price change on the pricing page. Cost Analysis on the account statement shows which product moved.
How products are billed
Section titled “How products are billed”Is block storage a flat monthly charge or prorated?
Section titled “Is block storage a flat monthly charge or prorated?”A volume on the hourly plan is billed by the minute it exists and deducted every few hours, so a volume you delete mid-month is charged for the time it existed. A committed volume is paid for its term. See Volumes.
Why is storage billed daily when my node is on a monthly plan?
Section titled “Why is storage billed daily when my node is on a monthly plan?”Every charge on a prepaid account is deducted once every few hours as a Daily usage debit, whatever the plan. A committed node’s term is paid up front, so it adds nothing to those debits, while the volume next to it, on the hourly plan, is deducted as it runs.
If I stop using object storage mid-month, do I pay only for the days used?
Section titled “If I stop using object storage mid-month, do I pay only for the days used?”Partly. Storage is charged on a monthly slab that resets on the first of the month, and outgoing traffic is charged per GB. Both are deducted every few hours. See E2E Object Storage.
How are saved images billed, and how do I delete one?
Section titled “How are saved images billed, and how do I delete one?”By the storage they take, hour by hour, until you delete the image from its Actions menu. See Saved Images.
Is a public IP included in the node plan, and what does a reserved IP cost?
Section titled “Is a public IP included in the node plan, and what does a reserved IP cost?”A node’s own public IP comes with the plan, except on E1-series nodes, which have none by default. A reserved IP, attached or not, is billed monthly for as long as you hold it; the price is on the pricing page. See Reserved IP.
Why is a Windows node charged a minimum amount on hourly billing?
Section titled “Why is a Windows node charged a minimum amount on hourly billing?”The Windows licence is bought by the calendar month, so a Windows plan carries a minimum monthly charge that covers it, applied at launch and on the first of each month; the hourly rate counts once the month’s usage passes it. The same applies to cPanel, Plesk, and RHEL plans. See Prepaid and postpaid accounts.
How do I convert hourly billing to a committed plan, and what happens at renewal?
Section titled “How do I convert hourly billing to a committed plan, and what happens at renewal?”From the resource’s Actions menu, with Convert to Committed on a node or a volume. The term is paid at once, and the committed settings choose what happens at the end: renew, go back to hourly, or delete. See Convert a node to a committed plan.
Does an E1 committed plan include root storage?
Section titled “Does an E1 committed plan include root storage?”No. The plan covers the node’s compute only. Root storage is billed separately, by the minute, and you can increase it at any time. See Committed nodes and Increase a node’s root storage.
How does a database reservation work, and can I change the plan later?
Section titled “How does a database reservation work, and can I change the plan later?”A committed DBaaS instance is paid for its term like a committed node, and renews unless you switch it to hourly billing in Committed Settings. You can upgrade it to a bigger plan during the term: the term keeps its end date, and the extra cost for the rest of it is not refunded. See DBaaS.
Infra credits and your balance
Section titled “Infra credits and your balance”When do prepaid credits expire?
Section titled “When do prepaid credits expire?”Infra credits you buy have no fixed expiry date while you use the account. If an account goes unused for a long time, E2E may cancel its infra credits after telling you by email; to keep them, raise a support ticket when you get that email. Credits that have been cancelled cannot be refunded. A coupon must be redeemed by its expiry date, shown under Billing > Coupons.
How much credit do I need to launch a node?
Section titled “How much credit do I need to launch a node?”On a prepaid account, enough for about 24 hours of the plan you choose, or the plan’s minimum monthly charge if that is higher. A committed plan needs its full price for the term. If the balance is short, the launch is refused with a message that says how many more credits to buy.
What happens if my balance goes negative?
Section titled “What happens if my balance goes negative?”Usage keeps being deducted, and you cannot launch new services, save an image, or upgrade a plan until credits bring the balance back to zero. You get email reminders while it stays negative. If the dues are not paid within 5 days, the account’s services are suspended. A few days after suspension, they may be deprovisioned: their resources are deleted, and once that is done the data cannot be recovered. Adding credits before then brings the services back. See Prepaid and postpaid accounts.
I have received a coupon. Will it expire?
Section titled “I have received a coupon. Will it expire?”Yes, on the expiry date shown in the email and under Billing > Coupons. Redeem it before then, and its credits are on your balance at once. See Redeem a coupon.
Can I get a refund of infra credits?
Section titled “Can I get a refund of infra credits?”Yes, for credits you paid for and no longer need, while the account is in active use. If you will not use E2E’s services any more, write to billing-support@e2enetworks.com to ask for a refund of the unused infra credits on your account. Credits from coupons or promotions and payment gateway fees are not refunded, and anything owed on your account or a linked account, including TDS without a signed certificate, is settled from the credits first. Credits cannot be moved to another account. E2E’s refund policy has the details.
Paying
Section titled “Paying”Which payment methods work, and why does net banking or an Indian card on a USD account fail?
Section titled “Which payment methods work, and why does net banking or an Indian card on a USD account fail?”An INR account pays through Razorpay with cards, net banking, UPI, wallets, and bank transfer to its virtual account. A USD account pays through Stripe by card only, so net banking and UPI are not offered on it. See Buy infra credits.
Can I set up AutoPay without a card?
Section titled “Can I set up AutoPay without a card?”Yes, on an INR account: save a bank e-mandate instead of a card. A USD account needs a card. To top up by hand instead, the low balance alert needs no card and tells you when the balance is low. See Set up AutoPay.
Will I get a reminder or a copy of the invoice before the due date?
Section titled “Will I get a reminder or a copy of the invoice before the due date?”Yes. Each invoice is emailed to your account’s email address and billing contacts when it is issued, and it is on Billing > Account Statement > Invoices from that day. Pay it by the due date on the invoice. On a postpaid account, while an amount is unpaid, reminders go to your billing contacts by email, and by SMS and WhatsApp where you have turned them on. See Set a low balance alert for the WhatsApp setting.
Invoices, usage, GST, and TDS
Section titled “Invoices, usage, GST, and TDS”Where do I see my usage breakdown and daily usage report?
Section titled “Where do I see my usage breakdown and daily usage report?”On a prepaid account, Billing > Account Statement > Usage Details shows one row per resource per day, and on a prepaid INR account Monthly Usage Details shows a month at a time; both download as CSV or PDF. On a postpaid account, the invoice for each billing cycle lists what the account used. See Read your account statement.
Where do I see the charge per server per month?
Section titled “Where do I see the charge per server per month?”On a prepaid INR account, Monthly Usage Details: choose the month, and each row is one item with its region, rate, quantity, and total. Filter by project to see one project’s servers. On a prepaid USD account, set Usage Details to that month’s dates instead.
How do I update GST, PAN, company name, and billing address?
Section titled “How do I update GST, PAN, company name, and billing address?”On Billing > Billing Profile > Billing Details. The change applies to invoices issued from then on. To correct an invoice that has already been issued, email billing-support@e2enetworks.com within 7 days of receiving it. See Update your billing details.
How do I get my GST number onto the proforma invoice?
Section titled “How do I get my GST number onto the proforma invoice?”Add the GSTIN under Billing Profile > Billing Details first; the proforma invoice you download from Pay Now then carries it, and so does the invoice issued after you pay.
Can I opt for TDS?
Section titled “Can I opt for TDS?”Yes, on an Indian account. E2E sets the TDS rate for your account. On a prepaid account the credits equal to the TDS are withheld on each purchase and released when your Form 16A is accepted. See Claim a TDS refund.