Order Statuses Meaning
Every order in the client area has a status. The status shows what is happening with the service right now: whether it is waiting for payment, being prepared, running, blocked or cancelled. This manual explains each status and what you can do in each case.
Where to see the status
Open the Orders section in the client area. The Status column shows an icon for each order. Each status has its own icon.
Statuses at a glance
| Status | Icon | What it means | Can you use the service? |
|---|---|---|---|
| Not processed | Cross | The order is created but not paid | No |
| Processing | Clock | The order is paid and the service is being prepared | Not yet |
| Processed | Checkmark | The service is delivered and active | Yes |
| Suspended (for non-payment) | Crossed-out circle | Access is blocked because of an unpaid invoice | No |
| Suspended (for violation) | Crossed-out circle | Access is blocked because of abuse or a Terms of Service violation | No |
| Cancelled | Cross | The service is terminated | No |
Status details
Not processed
The order is created in the client area but not paid yet. The service is not being prepared.
What to do: pay the invoice for the order. After payment, the status changes to Processing.
Processing
The order has been paid, and the service is being prepared. You receive an email and a support ticket confirming the order.
Preparation time depends on the plan: instant configurations are usually ready within 3 to 6 hours, custom configurations within 24 hours.
What to do: wait. When the service is ready, the status changes to Processed.
Processed
The service has been delivered and is available for use. This is the normal status of an active order.
Access details are in Order Details. To open them, click the order in the Orders list.
An invoice for renewal is generated 5 days before the end of the paid period. If auto-renewal is enabled and your balance is sufficient, the invoice is paid automatically.
Suspended (for non-payment)
Access to the service is blocked because the renewal invoice is not paid. Suspension is automatic.
What to do: pay the invoice as soon as possible. After payment, access is restored automatically. You do not need to contact support.
If the invoice remains unpaid for more than 5 days after the end of the paid period, the order is cancelled automatically.
Suspended (for violation)
Access to the service is blocked within the current billing period because of abuse or a violation of the Terms of Service.
What to do: contact support to find out the reason and how to restore access.
Cancelled
The service is terminated and unavailable. Access details are removed from the order.
An order is cancelled in one of these cases:
- you cancelled it yourself (see the Order Canceling manual);
- the invoice remained unpaid for more than 5 days after the end of the paid period.
If you need the service back, contact support as soon as possible. Restoration may be possible within 7 to 14 days after cancellation, depending on the data center.
About 5 days after cancellation, the order is moved to the archive and no longer appears in the Orders list.
Can I change the status myself?
No. Statuses change automatically or are set by support. You can only affect them by your actions: pay an invoice, renew or cancel an order.
If the status does not match what you expect, for example the order stays in Processing for too long, contact support.
