Rackspace billing FAQ


Get quick answers to common questions about Rackspace billing.


General

How am I billed for Rackspace services?

Many of our services follow a utility pricing model and are billed for hourly usage each month on the anniversary date of the account creation.  Charges on invoices are based on service usage since the last invoice date.  The only exception is Cloud Sites, which is invoiced in advance of usage per a monthly subscription price.  More details about our product pricing are located on our Cloud Pricing Page.

Payments are charged automatically to a credit card.

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How can I estimate my monthly bill?

You can use our Cloud Pricing Page and Cloud Pricing Calculator to estimate pricing.

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Can I pay in advance?

You can prepay a commitment pricing contract for your account if you meet the minimum requirements for our Commitment Pricing Program.  Any usage beyond the minimum commitment amount will be invoiced at the utility rate on your monthly date of you account’s anniversary.  If your account was created on the 25th of the month, you will be billed monthly on the 25th. You can find more information about the Commitment Pricing Program on the Cloud Servers Discount page.

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Account information

How do I view my invoice?

Follow these steps to view your invoice:

  1. Log in to the Cloud Control Panel.
  2. Click Account: yourUserName in the upper-right corner of the page.
  3. From the menu, select Billing and Payments.

Invoices are available as a summarized PDF and a more detailed CSV file. For assistance with the CSV file, see How To Read Your Invoice In CSV Format in our Community forum. We also provide pivot tables in downloadable spreadsheets to help you organize your billing information.

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How do I view current service usage?

If you have existing services and want to view your current usage, you can perform the following steps:

  1. Log in to the Cloud Control Panel.
  2. Click Account: yourUserName in the upper-right corner of the page.
  3. From the menu, select Usage Overview.

​The Current Usage page updates daily as usage is accumulated.

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How do I update my credit card information?

Follow these steps to update your credit card information:

  1. Log in to the Cloud Control Panel.
  2. Click Account: yourUserName in the upper-right corner of the page.
  3. From the menu, select Billing and Payments.
  4. In the Payment Information section, click Edit Credit Card and provide your new card information.

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How do I change my billing address?

Follow these steps to change your billing address:

  1. Log in to the Cloud Control Panel.
  2. Click Account: yourUserName in the upper-right corner of the page.
  3. From the menu, select Billing and Payments.
  4. Click the pencil icon next to Billing Address to edit the address.

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Charges

What are the separate charges and minimums that are applied to Cloud Servers pricing?

The listed prices for Cloud Servers include both raw infrastructure and managed service charges. The price is split to show what you are paying for when you partner with us.

  • The raw infrastructure price can be contrasted with what other hosting companies charge for a cloud server.  It covers the infrastructure of the hosted server.
  • The managed service price applies to the Fanatical Support® that we offer on top of our infrastructure. This Service Level Rate varies based on the service level that you choose for your cloud account.

The Service Level Rate minimums are based on the service level that choose for your cloud account. The minimums represent the minimum monthly charge for the service.  If the cost of the resources you use in a month total more than the minimum, the Service Level Rate minimum does not apply. If your costs for a month are less than the minimum, the difference between your usage costs and the Service Level Rate minimum are added to your bill.

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Why am I being billed for a service when I'm not using it?

Billing begins the moment that you provision a service or server on your account. You are charged for servers and services as long as their resources remain allocated to your account, even if they are not in use or are disabled. When you delete the server or service from your account, its resources are freed up for someone else to use and you are longer billed for them.

You can delete cloud servers and services using the Cloud Control Panel.  To cancel a Cloud Sites service or Rackspace support for AWS and Azure, create a ticket for our billing team.

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How do I delete or cancel my services?

Log in to the Cloud Control Panel and review all services to ensure that all your data is backed up outside of Rackspace’s environment. You can then submit a cancellation request by following these steps:

  1. Log in to the Cloud Control Panel.
  2. Click Account: yourUserName in the upper-right corner of the page.
  3. From the menu, select Account Settings.
  4. At the bottom of the Account Settings page, click Cancel My Account.

Cancellations cannot be initiated over the phone. The cancellation submission is your authorized approval for Rackspace to delete and cancel your services in their entirety. Rackspace is not liable for data loss if you do not have a copy of your data outside of our Cloud infrastructure.

Note that the Cloud Sites service can be canceled only after all sites are deleted manually from the account.

If you want to keep your account open without receiving future charges, you can manually delete all services from your account profile.  This method enables you to use the Rackspace services in the future without the need to register a new account.

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I don’t agree with my bill.  How can I dispute a charge?

You can create a ticket via the Cloud Control Panel with the details of your dispute for one of our Account Managers to review.  A credit is granted only if there is an error related to our billing system or a service error according to your service level agreement (SLA).

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