My Payment Didn't Add Credits

Use this guide when checkout finished, closed, or reported an error but the expected credits are missing. Do not buy another top-up just to test whether the first payment worked.

Identify the account and payment

  1. Confirm you are signed in to the HourlyGameServer.com account used for checkout.
  2. Keep the order reference, provider, amount, currency, and payment time from the result or receipt.
  3. Check the payment service or bank for the actual transaction state. Opening or closing checkout is not proof of a completed payment.
  4. Refresh Console and compare Credit Balance with the original payment result and receipt. Running servers may have used credit after a successful top-up, so the balance alone does not prove whether payment succeeded.

Language selection does not change wallet currency. If the balance, currency, or servers look unfamiliar, use your usual sign-in account before making another purchase.

If payment is pending or processing

Payment pending or Payment processing means confirmation is not complete. Follow any outstanding instructions in the original checkout and its stated payment deadline. Do not assume that every payment method completes instantly.

You may leave the result page and reopen the same status link later. For DOKU, use Check payment status when that link is shown. Confirmation can take a few minutes, but this is not a guaranteed deadline.

After confirmation, the payment result should confirm that credits were added. If the provider already shows a completed payment but the app keeps processing without confirming the credits, keep the reference and contact support rather than paying again.

If checkout closed or reported an error

Closing a checkout window does not cancel an existing payment.

  • DOKU: check the existing order's status first. If you need to reopen checkout, retry the same amount on the same page; when an order reference was returned, this reuses it. Changing the amount starts another purchase. If no reference appeared, check your payment account and balance before retrying.
  • PayPal (USD): use the original result or receipt to check whether payment completed. A cancelled browser flow and a confirmed bank charge must not be treated as the same thing.

If Payment not completed appears and you are sure no payment was made, you can return to Buy Credits for a new attempt. If a charge appears, or the result is uncertain, ask support first.

If payment completed but the balance looks wrong

  1. Reopen the original payment result and check whether it confirms that credits were added.
  2. Use View receipt when available and compare the amount and currency with the provider's receipt.
  3. If the app confirms the credits, review Cost & Usage for hosting charges after the payment.
  4. If the app does not confirm the credits, the amounts differ, or the balance still cannot be explained, report the mismatch with its order reference.

Each confirmed payment adds credits once. Refreshing its status does not buy more credits, but submitting separate purchases can result in separate charges. Report apparent duplicates with both references; do not expect refreshing the page to reverse a payment.

If the provider or currency is unexpected

Buy Credits shows options for the account's fixed wallet currency. USD accounts use PayPal. When DOKU is shown for an IDR account, use only the methods actually offered in its checkout. Check the account and currency before continuing; changing the language does not change them.

See Buying Credits and Your Wallet Currency.

When to contact support

Ask for help when the provider confirms payment but the app does not confirm that credits were added, the amount or currency differs, you see apparent duplicate charges, or the result remains uncertain after the checks above.

Provide the order reference, provider, amount, currency, approximate time and timezone, displayed status, and whether the payment result confirms that credits were added. Share only the relevant, redacted receipt. Never send a password, one-time code, full card or bank details, or a checkout access link.

Use the support-case steps, or email support@hourlygameserver.com if you have no server or cannot sign in. There is no need to create a server to report a payment problem.