Fix a failed payment and recover suspended servers

This article explains how to resolve a failed Metrly payment, protect your data, and restore a server before permanent deletion.

Read this first

If an automatic payment fails, Metrly will notify you and begin the non-payment timeline at the first failed attempt. Approximately 72 hours after that attempt, affected servers will be powered off and suspended. Seven calendar days after the first failed attempt, unpaid servers and their data will be permanently deleted. Later retries do not restart these deadlines. Paying after deletion restores account billing eligibility but does not recreate deleted servers or data. Exact deadlines are displayed in the Metrly Console.

Recover before deletion

• Sign in to the Metrly Console and open Billing.
• Open the unpaid invoice or non-payment notice and note the exact deadline and its time-zone designation.
• Review the affected servers listed in the Console.
• Add or update a valid payment method if needed.
• Pay every amount the Console identifies as required to resolve the non-payment case.
• Wait for the Console to show the balance as resolved. A pending or partial payment is not enough.
• If the server was already suspended, return to the server page and power it on. You may need to start it manually.

If the Console does not show the payment as resolved after your payment provider confirms it, open a Support Portal ticket immediately and include the invoice identifier. A ticket does not pause the deadline unless the Console displays an administrative hold and revised deadlines.

Protect your data while time remains

If you still have access, export any data you cannot afford to lose and store it outside Metrly. “Server data” includes server files, world and save data, databases, configuration files, logs, mods, plugins, scheduled tasks, and other data maintained for the affected server.

All Metrly-hosted backups and snapshots associated with an affected server are permanently deleted with that server. Copies already exported and stored independently are not affected.

Why did the deadline not move after another retry?

The first failed automatic payment starts the timeline. Later retries do not restart it. A new failed-payment timeline can begin only after the earlier required balance has been fully resolved and the earlier case is closed.

Pending, partial, disputed, reversed, or subsequently failed payments do not stop the timeline unless the Console explicitly shows the balance as resolved.

Where are notices sent?

Metrly sends non-payment notices to the primary email address on your account and displays the deadlines in the Metrly Console. Other channels may be used when available. You are responsible for keeping a valid, monitored email address. Failure to receive or read an email does not change the Console deadlines except where required by law.

What time zone is used?

All enforcement timestamps are calculated and stored in Coordinated Universal Time (UTC). The Console may also show your local time. The timestamp and time-zone designation displayed for the deadline control.

Can support extend the deadline?

Administrative holds are discretionary. A hold exists only if the Metrly Console displays the hold and revised deadlines. A support conversation, email, chat, or verbal statement alone does not create a hold.

Does a failed payment cancel my server?

No. Voluntary cancellation and non-payment enforcement are separate processes. A failed payment is not a cancellation request. Cancel through the server’s cancellation control in the Metrly Console. Cancellation does not erase an existing balance or restart a non-payment deadline.

Why can the amount change each month?

Metrly Services automatically renew until canceled. Metrly automatically charges the payment method on file for accrued usage and any other recurring fees disclosed before enrollment. Usage-based charges may vary between billing periods. Estimates are not spending caps unless explicitly identified as such. You are responsible for maintaining a valid payment method and sufficient funds.

What happens after permanent deletion?

Paying the required balance after deletion restores account billing eligibility once the payment is final, but it does not recreate the deleted server or any of its data, Metrly-hosted backups, or snapshots. You may create a new server and restore from a copy you stored independently.

Your Metrly account remains available. Account records, invoice and payment history, policy-acceptance records, and security and audit history are retained in accordance with Metrly’s Privacy Policy, record-retention schedule, and applicable law.

Contact support

Use the Support Portal in the Metrly Console for payment-status errors, accessibility assistance, or questions about the servers listed in your non-payment case. Include the invoice identifier and avoid sending full card details.