Introduction
This article covers what to do when a payment method fails on your Crusoe Cloud org — a rejected card, a charge that bounced for insufficient funds, or an org that has already been suspended for non-payment.
Payment problems on Crusoe are usually not a billing-system bug. They are almost always a card eligibility or address-mismatch issue that surfaces the moment your Managed Infrastructure (MI) credits run out and the platform attempts its first real charge.
That timing matters, because your workloads keep running while the charge is being retried. By the time you notice, the amount owed is typically larger than the invoice you were sent.
If your org is already suspended, start at My account is suspended and I cannot access my console to change payment method — a suspended org cannot self-serve a payment method change, and resources are eventually reclaimed.
Prerequisites
- Crusoe Cloud Org With a Payment Method Added, or Ready to Be Added
- Org Name and Org ID
- Access to the Email Address Registered With the Org
- Date the Org Was Suspended (Suspended Orgs Only)
Eligibility Requirements
Once your MI credits are spent, Crusoe Cloud attempts to charge the payment method on file. The charge will not succeed if any of the following apply:
- The card address or billing address is in a sanctioned country (See note below)
- The org was registered from an anonymous IP or with a temporary email address
- The card is a prepaid card
- The card is a debit card issued outside the United States
- The card's issuing country does not match the billing address country
- Card is already in use in another org within Crusoe
ℹ️ Note: To comply with global regulatory standards, Crusoe cannot process payments involving billing addresses or issuing institutions located in countries or regions subject to economic sanctions imposed by the US (OFAC/EAR), EU, UK, or UN.
⚠️ Warning: These requirements are not waivable. If your payment method matches any item above, you will need a different payment method before you can continue using Crusoe Cloud.
Questions
- My card gets rejected
- My card didn't have enough funds when it was charged
- My account is suspended and I cannot access my console to change payment method
My card gets rejected
First, check your card against the Eligibility Requirements above. A rejection is most often an address/issuer country mismatch or a card type that Crusoe cannot accept.
If your card meets all of the requirements and is still rejected, open a support ticket with the following information:
- Org name
- Org ID
- Email address of the requester (must be a registered user in the org)
- Card type (credit or debit)
- Card issuance type (permanent, temporary, disposable, or prepaid)
- Country where the card was issued, or the country of the issuing bank
- Country the org is registered under in Crusoe
- Whether the registered address country matches the card's issuing country
- Whether you are connecting through a VPN or IP anonymizer
⚠️ Warning: Support will never ask you for your card number — not even a partial number — expiration date, CVV, or the cardholder name. Do not include these in a ticket. See What support will never ask for below.
My card didn't have enough funds when it was charged
Add funds to your card or payment method to cover the outstanding invoice.
Top up more than the invoiced amount. Your resources continued running between the invoice being issued and the payment failing, so the true settlement amount is normally higher than the figure on the invoice. Under-funding the card causes the retry to fail again.
Once the funds are available, open a support ticket requesting a payment retry and include:
- Org name
- Org ID
- Email address of the requester (must be a registered user in the org)
My account is suspended and I cannot access my console to change payment method
When a failed payment is not resolved in time, your org moves to a suspended state. You will receive an email explaining the suspension, along with the outstanding invoice and a letter describing the reason.
A suspended org loses all access to Crusoe Console. Payment methods are normally changed in the Console, so while your org is suspended you cannot fix the payment method yourself.
To regain Console access, open a support ticket. Once support restores your access you will be able to sign in and update your payment method, but you will not be able to deploy, start, or use any resources until the outstanding balance is settled.
⚠️ Warning: Resources on a suspended org are not held indefinitely. If too much time passes between suspension and your request, your instances and data may be deleted to release capacity to paying customers. Open the ticket as soon as you receive the suspension notice.
When you open the ticket, include:
- Org name
- Org ID
- Email address of the requester (must be a registered user in the org)
- Date the org was suspended
What support will never ask for
⚠️ Warning: Crusoe will never ask you to provide any of the following, and you should never send them in a support ticket, email, or chat:
- Credit card numbers, including partial numbers, expiration dates, or CVV codes
- The cardholder name
- The IP address you are connecting from
- Any personal detail not required to confirm card eligibility
If you receive a request for any of these claiming to be from Crusoe, do not respond to it and report it to support.