Unexpected Invoices for New Services – Request for Clarification and Cancellation

Previously, whenever I added a new service to my Netcup account, it was automatically added to my existing contract and billed together on the 10th of each month. However, now when I add a new service, it is not linked to my account as before. Instead, Netcup creates a separate invoice that must be paid within 15 days to activate the service.

I do NOT want to receive multiple invoices per month or pay 2–5 times each month. I only want to pay once for the services I actively use, as I’ve been doing until now.

Currently, I have several open invoices for newly added services that I have not used or activated. These invoices are due around May 4–5. I would like to cancel these services and invoices, as I do not intend to use them. Unfortunately, Netcup support has not responded to my requests on previous month they normally respond in hours but now still not respond for a days.

I still have my main services, which I actively use and pay for every month on the 10th. I want to continue paying for those only.

Could you please confirm:

1. What has changed in your billing policy?

2. How can I cancel these newly added but unused services and their unpaid invoices?

3. What happens if I don’t pay these specific invoices, but continue paying normally for the active services I use?

4. How to change this invoices to 10.05.2025 for a pay normally with others?

5. If i pay that is that also been charged on 10.05.2025 with others?

Please treat this as urgent, as the due dates are approaching.

Zitat von m_ueberall

samirqlvdev : This is a customer forum, we can't help you with the above. You have to contact the support about this ASAP (either by using an internal form which allows you to contact their billing department in writing directly or by calling them).

I know but they don’t respond to tickets at all. I’m asking if anyone else has experience with these new invoice formats. Personally, I won’t be paying them unless things are clarified. If they keep ignoring support requests, I’ll definitely cancel all services and switch to another provider.
I’ve been paying without any issues for several months under the previous format, so I really don’t understand why they changed it without any notification.

The main question is: What happens if I don't pay those invoices? It seems like the services listed on the invoices won't be added to my account unless I pay for them.

Zitat von NaN

The aggregation of multiple products into a single invoice per month is a recent change in Netcup's billing. Multiple invoices per month were the norm even just last year. See this announcement. I'd expect Netcup to still work out the kinks. Billing new products immediately and only aggregating recurring costs may be one such modification to avoid people taking advantage of a long time between ordering, using the product and having to pay for the product. There have also been complaints because people were barred from ordering new services until an open invoice has been paid, but they couldn't pay because the monthly aggregated invoice hadn't even become due. Long story short: If you've ordered the services and received the corresponding invoice, pay it.

This is my invoice from last month. It includes multiple services what i got on different dates, months, but I’ve always paid the full amount at once, as you described on announcement, without any issues or discrepancies. However, starting this month, they began generating multiple invoices for the added services before start to use that.

I really want to change that as on announcement you described.
invoice2.png