How to Contact Billing Support
Our 24/7 live chat and Discord teams handle technical support and general questions, while the billing department handles account charges, invoices, refunds, and order reviews through tickets in the client area.
Use a billing ticket whenever you need help with:
- Refund requests or duplicate charges
- Paid orders that are still showing as Pending
- Custom hardware tiers or addons that aren’t listed on your server’s Upgrade/Downgrade page
- Closing and deleting your entire AleForge client account
How to open a billing ticket
Section titled “How to open a billing ticket”- Log in to the client area.
- Open a billing ticket.
- Include your server or service name, the invoice number or charge amount, and what you need help with.
Billing tickets are answered between 7:00 AM and 7:00 PM US Eastern. Make sure you submit your ticket while signed in to the client area, as the public contact form on the main website is for general inquiries rather than account-specific billing changes.
Pending orders or duplicate charges
Section titled “Pending orders or duplicate charges”If you paid an invoice and your server is still listed as Pending, or if you accidentally ordered an extra server, open a billing ticket and our team will sort it out. Don’t place a second order while waiting on a pending one.
If you’re requesting a refund, submit an Immediate cancellation first and then open your ticket. See How to Request a Refund for the full steps.
Changing plans, hardware tiers, or addons
Section titled “Changing plans, hardware tiers, or addons”The plan configurator on the website is only used when ordering a new server. To change the plan on a server you already own, use Upgrade/Downgrade in the client area (see Upgrading Your Service).
If you want a specific hardware tier or addon (like Legendary Loadout) that doesn’t appear on your server’s Upgrade/Downgrade page, leave your server active and open a billing ticket. Our billing team can apply the change to your existing server so you don’t have to cancel and start over.
Canceling a server vs. closing your account
Section titled “Canceling a server vs. closing your account”- Cancel a single server: You can cancel an individual server yourself at any time by following How to Cancel Your Service. If you want to take a break and keep your world files, you can pause your server instead.
- Close your entire account: Full account closures are handled by staff after we verify account ownership. You can ask in live chat or open a billing ticket to start the request. If you signed up for pay-as-you-go and never ran an active server, you won’t owe anything. Just reach out in a ticket if you see an open invoice you aren’t sure about.