Rackspace Cloud Billing FAQ



How am I billed for Rackspace services?

Payments are charged automatically to a credit card.  Many of our Cloud services follow a utility pricing model and are billed for hourly usage 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 on our product pricing is located on our Cloud Pricing Page.

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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.  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 your username and account number in the upper-right of the page to display the account menu.
  3. Select Usage Overview.  The Current Usage page updates daily as usage is accumulated.

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Why am I still being billed? I never used the services.

Billing begins the moment you provision a service or server on your account. If you want to cease billing, you must delete the service or server through the Cloud Control Panel or the API. To cancel Cloud Sites, please create a ticket for our billing team.

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I don’t agree with my bill.  How can I view usage?

Review your invoice and compare the charges to what would be expected for your service usage with the Cloud Pricing Calculator before contacting us. If you feel the bill is incorrect, call or send a ticket to our billing team so they can address your questions.

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I don't agree with my bill. How can I get a credit?

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 will be granted only if it is an error related to our billing system or a service error according to your Service Level Agreement.

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I am still getting billed. 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 Rackspace’s environment. You can then submit a cancellation request by following these steps:

  1. Log in to the Cloud Control Panel.
  2. Click your username and account number in the upper-right of the page to display the account menu.
  3. 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 cannot be canceled until 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 Cloud in the future without the need to register a new account.

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How do I view my invoice?

Follow these steps to view your invoice:

  1. Log in to the Cloud Control Panel.
  2. Click your username and account number in the upper-right of the page to display the account menu.
  3. Select Billing & Payments.
  4. Under Billing History, click the PDF link for the invoice you want to view.

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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 your username and account number in the upper-right of the page to display the account menu.
  3. Select Billing & Payments.
  4. In the Payment Information section, click Edit Credit Card and provide your new card information.

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Can I pay in advance?

You can prepay a commitment pricing contract for your Cloud 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 account’s anniversary date.  You can find more information about the Commitment Pricing Program on the Cloud Servers Discount Page.

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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 your username and account number in the upper-right of the page to display the account menu.
  3. Select Billing & Payments.
  4. Click the pencil icon next to Billing Address to edit the address.

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