Category | Question |
Add a payment method | |
Bill payments | |
Remove or update a payment method |
Add a payment method
Why can't I add a bank card?
Common causes:
Unsupported card type: Only Visa, Mastercard, AMEX, or JCB credit or debit cards enabled for international payments are accepted. Prepaid, gift, virtual, and UnionPay-only cards are not supported.
Binding limit: Each card can only be linked to one Alibaba Cloud account. If your card is linked to another account (including one in its silent period), unlink it first.
Declined by issuing bank: Your bank may decline the request due to international transaction restrictions or risk controls. Contact your bank or try a different card.
Pre-authorization failure: A USD 1.00 pre-authorization (or local currency equivalent) verifies your card. This fails if funds are insufficient or the bank blocks the transaction. Ensure adequate funds and that your bank permits pre-authorizations.
Browser or network issues: Cache, ad blockers, or network problems can interfere. Try Chrome incognito mode, clear your cache, or use a different device.
Why can't I link my PayPal account?
Common causes:
PayPal account region restriction: PayPal accounts registered in the Chinese mainland are not supported. Use a PayPal account registered outside the Chinese mainland.
Duplicate binding restriction: A PayPal account can only be linked to one Alibaba Cloud account. Unlink it from the original account first.
Page redirection issues: Try Chrome incognito mode, clear your browser cache, or disable ad blockers, then retry.
Authorization sync error: If PayPal shows a successful authorization but Alibaba Cloud does not reflect the binding, the billing agreement may not have been approved. Contact PayPal support to confirm.
How do I unlink a payment card from a deactivated account?
A closed Alibaba Cloud account enters a 15-day silent period, during which linked cards cannot be added to other accounts. After the silent period ends, the system automatically unlinks the card.
Can I use an unverified credit card?
No. For security reasons, a credit card cannot be used for payments until it is successfully verified.
Why am I charged after adding a payment method?
When you add a credit card, a small verification charge (up to USD 1.00) appears on your statement as ALI*ALICLOUD. Go to the Payment Method Management page, click Verify, and enter the exact charge amount. You have five attempts.
Why don't I see a verification hold on my statement?
The charge typically appears within 2-3 days. Exact timing depends on your bank.
Is the verification charge refunded?
Yes. A refund is initiated within 24 hours. The return to your account depends on your bank and may take up to 30 days.
What should I do if the dialog box is blank with no input fields when adding a payment method?
If the dialog box is blank with no input fields when you try to add a payment method in the Alibaba Cloud console, go directly to https://billing-cost.console.alibabacloud.com/fortune/payment/add to add your payment method and bypass the console dialog box issue.
Bill payments
What is 3D Secure (3DS) authentication?
3D Secure (3DS) is a security protocol that adds an extra verification step from your card issuer to reduce fraud risk.
When triggered: 3DS may be required when adding a card or making a payment if the transaction is flagged as a security risk.
How it works: You are redirected to your bank's verification page to complete an identity check, such as entering a dynamic code or password.
When mandatory: In some regions (such as Malaysia and EU member states), 3DS is mandatory when adding a card due to local regulations.
If your card does not support 3DS, contact your bank to enable it or use a different card.
What should I do if my payment fails?
Common causes and solutions:
Complete KYC verification: If the checkout page requires KYC verification, submit your payment method documentation and valid ID matching your registration information. Review failures are typically caused by inconsistent information or blurry/expired documents.
Complete 3D Secure authentication: Payments often fail when the 3DS step is not completed. Watch for the redirect to your bank’s verification page and do not close the payment page. You can also use the verification link in your messages or email, then retry.
Check your card status: If payments repeatedly fail without a 3DS prompt, contact your bank to confirm the card supports international and online transactions, 3DS is enabled, risk controls are not blocking transactions, and funds are sufficient.
Confirm the payment method is supported: Credit cards issued in the Chinese mainland, prepaid cards, gift cards, and virtual cards are not supported. PayPal accounts from the Chinese mainland are also unsupported.
Rule out browser and network issues: Clear your cache, switch to Chrome, or try another device to resolve 3DS page loading failures or payment flow interruptions.
What if 3D Secure authentication fails?
If 3DS authentication fails when adding a card or making a payment:
Complete bank authentication: Complete the steps on your bank’s 3DS verification page. If the page does not appear, check browser settings or use the verification link in your email or messages.
Confirm card status with your bank: If authentication fails repeatedly, verify with your bank that the card is activated, supports online and international payments, has 3DS enabled, and has no transaction limits.
Cancel and retry: Cancel unpaid orders on the order management page and place a new order. Do not close the payment page during 3DS verification.
Use a different payment method: If 3DS continues to fail, bind another eligible card as the default, or try PayPal (if supported in your region).
Check browser and network: Clear your cache, use Chrome, and try another device. Ensure a stable network and disable pop-up blockers so the 3DS page loads correctly.
Why can't I pay bills that are being billed?
Bills with a "Being Billed" status have not been finalized for settlement. Wait for the official bill at the beginning of the next month.
What is a rounding adjustment?
The rounding adjustment on the consumption summary page is a credit applied when settling pay-as-you-go fees.
Charges are calculated to three decimal places but settled at two. The truncated fraction is the rounding adjustment.
Pay-as-you-go fee settlement
Your default payment method is automatically charged when accumulated pay-as-you-go fees reach the deduction threshold.
For bank cards, the threshold is typically USD 1,000 (pre-tax). For PayPal, it ranges from USD 8 to USD 500 (pre-tax), depending on your account.
If your default payment method is PayPal, a one-time pre-authorization is performed when you activate a pay-as-you-go product and incur charges.
The system also performs a consolidated month-end deduction for any outstanding pay-as-you-go bills below the threshold.
What should I do if a prompt ask me to complete my information when placing an order?
If an order fails because your account information is incomplete, go to the Complete Information page to fill in the required details, and then try placing the order again.
Remove or update a payment method
How do I remove or change a payment method?
Log on to Expenses and Costs → Billing Account → Bind Third-party Payment Method:
Change: Select a valid payment method and click Set as Preferred External Payment Method.
Delete:
You can only delete a payment method if it is not the default, not used for prepayments, and has a status of "Expired" or "Non-preferred".
To delete the default method, first add and set a new default.
You cannot delete the only valid payment method if you have active resources, outstanding bills, or overdue payments.
Each card can only be linked to one Alibaba Cloud account. Prepaid, virtual, gift, and UnionPay-only cards are not supported. PayPal accounts from the Chinese mainland are also unsupported. Binding failures are often due to bank risk controls or regional restrictions.
Why am I unable to unbind the default payment method?
At least one valid default payment method is required. To remove it, first add a new method on the Billing Account page, set it as the Preferred External Payment Method, then delete the original.
Lost or stolen card: how do I switch payment methods?
If your credit card is lost or stolen:
Add before you remove: On the Billing Account page, add a new credit card or PayPal account and set it as the default. Then delete the old card. To update sensitive details like the CVV, re-add the card.
Use an alternative: If you cannot use a credit card temporarily, link a PayPal account registered outside the Chinese mainland.
Can I still use PayPal after changing my Alibaba Cloud account's login email?
Yes. Changing your Alibaba Cloud login email does not affect linked PayPal payments.