What to do if you were billed incorrectly
How to dispute an incorrect charge, request a billing correction, and contact UnderHost support about billing discrepancies.
UnderHost NOC
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Billing discrepancies are rare but can happen due to timing, proration, upgrades, or double charges. Before opening a ticket, review your invoice in CustomerPanel-most questions are answered by looking at the invoice description carefully.
Check your invoice first
- Log in to customerpanel.ca
- Go to Billing → My Invoices
- Click the invoice in question to open it
- Review the line items, description, dates, and amounts
The invoice description explains what was charged, for which service, and for what period. If you recently upgraded or added a service, proration charges may appear as partial-period amounts.
Common billing questions
| Situation | Explanation |
|---|---|
| Charged for a service I cancelled | If a cancellation request was submitted before the invoice date, contact billing with your cancellation confirmation. If auto-renewal was enabled and you didn't submit a cancellation, the charge is valid. |
| Charged twice for the same service | Rarely happens but may occur if a payment was delayed and then caught up. Open a ticket with both invoice numbers. |
| Amount differs from advertised price | Proration, currency conversion, or a plan upgrade mid-cycle can cause differences. Check the invoice line items. |
| Charged for a service I didn't order | Contact billing immediately-include the invoice number and a description of what was charged. |
| Refund not received | Refunds typically take 5–10 business days depending on payment method. Check with your bank or PayPal first, then contact billing if the refund hasn't arrived. |
Open a billing dispute
- Go to Submit a Support Ticket
- Choose department: Billing
- Subject: "Billing Dispute – Invoice #[number]"
- Include the details listed below
Filing a chargeback before contacting UnderHost support can result in your account being suspended and a chargeback fee being applied. Contact UnderHost billing directly first-most issues are resolved quickly without escalation.
What to include in your ticket
- Invoice number(s) in question
- The amount you were charged
- The amount you expected to pay
- A brief description of what you believe is incorrect
- Payment method used (credit card, PayPal, Bitcoin)
- Date of charge
The billing team reviews tickets during business hours. Most billing disputes are resolved within 1–2 business days.
Related: Billing overview | How to pay your invoice | How to contact UnderHost support | Refund policy
Need billing help?
Open CustomerPanel to view invoices, update payment methods, renew services, or contact billing support.
