Submitting a Cancellation Request does not automatically give you a refund. If you are within the 72-hour refund period and want a refund on an eligible product, please open a ticket in our billing area.
[](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/l3QiAhoU0McBsuCW-image.png) # How do I open a support ticket? ##### Step 1 Sign in to the [Billing Area](https://you.aquatis.host/clientarea.php). [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/EeyFAS3q4cSDj5if-image.png) ##### Step 2 Select the **Support** icon on the side navigation bar. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/Anr4fwwVl2CgYPoJ-image.png) ##### Step 3 Select **Open Ticket** in the sub-menu that appeared. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/BGHR8MZ2OoOYDEB5-image.png) ##### Step 4 Select the **Department** that closely resembles the issue you are having. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/EWbTaPcTR7XFPgta-image.png) ##### Step 5 On the Ticket Information section on the top. Select the **Related Service** *if applicable*. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/bpT9oy4woW3tRp6v-image.png) ##### Step 6 [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/P23VWpdsVRUj30uk-image.png)The less information you put in the message. The more time it would take for us to figure out what the problem is. Below is an example.
[](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/b8b2cOe7rH1oMXpl-image.png)The more information you put in, the less time it will take for us to resolve or help you with your issue! Below is a great example. This example allows us to know the problem instantly and work to resolve it!
[](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/vsbiJhNMSLNcXINx-image.png) ##### Step 9 Attach Files, *if applicable.* [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/RMv25S2quSFHmnF9-image.png) ##### Step 10 Submit the ticket, you will receive an email confirmation saying your ticket has been received with more information. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/prsLZHZ3PTGuhThl-image.png) # How do I update my billing area password? ##### Step 1 Sign in to the [Billing Area](https://you.aquatis.host/clientarea.php). [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/EeyFAS3q4cSDj5if-image.png) ##### Step 2 Select the **Dropdown** next to your name. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/v6zlqurg4ofSx15b-image.png) ##### Step 3 Select **Change Password**. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/0VBQa6OajXbYERZd-image.png) ##### Step 4 Type your **Existing** Password, then type your New Password. Finally, you would confirm your New Password. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/BaLLw4O0BdTr5aE4-image.png) ##### Step 5 Click **Save Changes**, to update your password. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/nNGj6bLoPZJ1aI3Y-image.png) # How do I get a refund? We understand that sometimes, the product you receive is not what you fully expected. Maybe you had a change of mind about starting your new server, maybe some financial problems hit, and you are no longer able to pay for the service. Not to worry, we have a process on how you can get a refund. ##### Product Eligibility The first thing we want to check is if your product qualifies for our refund policy. Below are the products that are/aren't eligible for a refund.Ineligible Products
- Domain Names - Account CreditEligible Products
- Minecraft Servers (Initial Payment) - Minecraft Servers (Renewal Payment) - Dedicated Servers - Virtual Private Servers - Website Hosting ##### Refund Policy Eligibility Now that we identified that you have a product you can request a refund for, you would have to verify if you are within the 72-hour refund period. Please note, after your first month of Minecraft hosting, if you decide you wanted to cancel it on the 13th but accidentally paid for another month for it, you have until the 16th to request a refund. ##### Opening a Ticket If you are eligible for everything above. You would open a ticket to our [Billing Area](https://you.aquatis.host/clientarea.php) and request a refund there! # How do I change the invoice payment method? ##### Step 1 Sign in to the [Billing Area](https://you.aquatis.host/clientarea.php). [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-08/EeyFAS3q4cSDj5if-image.png) ##### Step 2 Select the **Unpaid Invoices** section in the middle of the screen. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-09/07AFypACho9zJ8py-image.png) ##### Step 3 **Select** the invoice that is currently unpaid. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-09/MWrLTzTknbmSvEys-image.png) ##### Step 4 On the **right-hand** side of the invoice, you can currently see the Payment method is currently set to Paypal Agreement on the drop down. To switch it, select the PayPal agreement dropdown. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-09/WSLdFV3cWJOfe89w-image.png) ##### Step 5 Select the **Payment Method** you wish to use. After that, the invoice would update the payment method. [](https://knowledgebase.aquatis.host/uploads/images/gallery/2022-09/T3zBpOJPbYNBrArS-image.png)