Charged for a VPS but received no service or account access
I purchased a Windows VPS from IONOS on September 6, 2026, and the payment was successfully charged to my bank account.
However, I never received the VPS, an order confirmation, a Customer ID, an invoice, or even an account activation email.
When I try to reset my password using the same email address I entered during checkout, IONOS says that no account is associated with that email address.
I have already contacted IONOS support and provided details of the issue, but I have not received a resolution. I also cannot access my account to cancel the service or request a refund because apparently no accessible account was created for me.
At this point, I no longer want the VPS. I simply want the order cancelled and the full amount refunded to my original payment method.
I have proof from my bank showing that the payment was successfully charged to IONOS.
I would appreciate it if IONOS could locate this payment/order and process my refund as soon as possible.
Reply from IONOS | ionos.com
Hi Reyhaneh,
Thank you for taking the time to share your experience, and we're very sorry to hear about the difficulty you encountered following your VPS purchase. We completely understand how alarming and frustrating it must be to see a charge reflected on your bank statement without receiving any confirmation.
Please note, in order to provide you a higher level of security, it's our policy to verify the credit card provided, so we make an authorization-only charge which is immediately reversed by your financial institution. This is done to ensure the functionality of the credit card in our billing system. This amount will be shown on your card as a payment reservation until your invoices have either been created or your order has been canceled. These transactions may show up on your credit card invoice and could take up to 7- 10 business days from the date of the purchase to be reversed, depending on your financial institution.
That said, we do want to look into this further to ensure everything is in order on our end. Since we weren't able to locate an account using the information available here, we've sent a request through Trustpilot asking for additional details regarding your purchase. You're also welcome to reach us directly at Help@IONOS.com — please use "Trustpilot Review" as your subject line so we can connect your message to this review right away.
We sincerely appreciate your patience through this, and we hope the clarification around the authorization hold brings some peace of mind in the meantime.
Corrie, IONOS