I initiated creation of a Cloud Project on pre-payment basis. I successfully added 10 euro to "prepaid account" at https://www.ovh.com/manager/dedicated/index.html#/billing/ovhaccount , then I used them to pay for the Cloud Project. However, the project wasn't created immediately. Instead, the order page says that the payment is being checked manually, and I have no idea how long it will take.
I can understand the need for manual verification in order to protect against fraud and whatnot, but this is quite annoying for us customers. Especially since the people who perform the validation supposedly work only during the daylight hours of work days, which causes large delays in order processing.
The worst thing is unpredictability. When I registered the account, I didn't know it will need to be manually validated. When I created the Cloud Project, I didn't know the payment will be manually validated. What next? When I add more funds to the Cloud Project, will it need manual validation? What about creation of another Cloud Project? Ordering a dedicated server?
It's bad enough but still bearable while I'm just testing OVH services. But if my employer starts using OVH for production servers, unexpected delays with payment processing would potentially lead to very serious problem.
So I suggest OVH publishes a clear policy about manual validations. It would describe what will be manually validated (new accounts, payments), under what conditions, how frequently (once per customer? once per project? once per payment method?), and how fast. When performing any action that potentially triggers validation, customers should see a big fat warning that links to this policy.
Hi @PavelG,
Thanks for getting in touch.
Apologies for the delay in getting back to you.
OVH's fraud system flags payments for manual validation from time to time.
OVH will not suspend a server while a payment is being manually validated. It is unlikely your payments will be continuously flagged for validation providing you use the same payment method.
OVH appreciate your feedback and are continuously working to improve the validation process for our customers. If you have any questions please let me know by replying @Ollie.
Thanks,
Ollie