I No Longer Trust Cloudways - Here's Why

Today I received an email with the following subject and message:

Your servers will be DELETED (unpaid invoice)

As explained in our last email, your server(s) have now been STOPPED. If this situation is not resolved, they will be DELETED in the next 48h. After this, even if we recover the server(s), you will have lost the currently assigned IP(s).

I was having issues with Cloudways accepting my credit card likely because they were overseas so I’ve been adding funds to my account through paypal. The first of the month rolled around and I was not paying attention to emails.

I was logged into cloudways and didn’t see a notification.

Today I woke up and my server was shut down.

Within a couple of days of payment date Cloudways will shut down your server. 48 hours later they will delete your applications.

Not weeks later. Just a few days.

Imagine you are on vacation with limited access and you have a billing issue. You come home from vacation and your websites are completely gone. Deleted from the host. Imagine the business implications.

I was speaking with someone in a Cloudways Facebook group and they said this is exactly what happened to his client. On vacation and they came back only to find all the hard work they put in was gone and their site was deleted.

Many will chime in and say “have backups”.

Backups aren’t the issue. The issue is Cloudways will shut down your servers and then delete your data and applications within several days of non payment.

Do you think other webhosts operate this way? WPEngine, Hostgator, Media Temple, Godaddy… of course not.

Who in their right mind would trust a web host with this kind of policy with their business and livelihood?

I no longer do.

Hi @mattmikulla

Sorry for the inconvenience occurred. Our support team contacted you via email, can you please have a look and acknowledge? :slight_smile:

Additionally, to overcome such things happening to anyone, we have “Add Funds” feature. To be on the safe side, one can add funds for the upcoming months which will guarantee that this situation wouldn’t happen if you are going away.

Also, the data is backed up for 15 days after the server has been deleted. It can be recovered, but, there is a possibility that the server IP will be changed.


I have been long time user, and I believe their little strictness is completely fair. Because they send multiple emails before deleting a server.

If someone is running serious business, payment can be managed by keeping funds in advanced.

Focus on the solution, not a problem. :wink:


Hi Matt:

My client had the same issue, her CC declined and she didn’t respond until the site shut down. We updated the CC, sent in a ticket and within minutes support had spun up a new server from backup.

In all fairness, you can’t compare the billing terms traditional hosts, such as you’ve mentioned. In our case one of the ones you mentioned needed a 3 years in advance for shared wordpress account at similar price, vs. a screaming virtual server at Cloudways paid monthly. It’s fairer to look at the terms of other Cloud Computing Platform providers and their billing policies.

Cloudways is pay-as-you-go, based on actual resource usage. So if they didn’t shut down the servers at some point, they would still be paying the upstream providers.

Anyway best wishes going forward.


I get that this is unfair and if it happened to me, i’d be upset.

But in saying that, when i get business emails i respond within minutes if not hours and quite frankly if i was having funding issues with cloudways i’d make sure i had months of funds added. My sites are more important than who is morally right or not.

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I messaged them long ago about this and was surprised they still work this way.

Today I received the message " invoice payment failed". Which is logical as the funds ran out on the website. I’ll just add more. But to receive the message " Your servers will be STOPPED (unpaid invoice)" only 4.5 hours later is a bit too aggressive. With the rest following 48 hours after.

Not a good message to long time paying customers.

Wonderful ‘gulshankumar’, towing the company line! However, if you have been a good paying customer for a while a little more leeway than 48 should exist. That is what ‘mattmikulla’ was trying to say. Why not consider his thoughts. I am thinking of myself - if my Visa expiry date changed and I did not notify Cloudways in time. I think that a 30 day period for a good customer is not out of the question. Not everyone is out to get you! Not everyone is a crook.

I agree. This time period is way to short for people that might overlook a potential issue. Most hosting companies offer 4 days. Imagine if this happens on 3 day holiday weekend to a unsuspecting customer.

Cloudways, please listen to this important customer feedback. Perhaps offer ability to add a 2nd credit card as backup in case accident takes place and customer cannot be reached.

For those whining about this…

How about you all take responsibility for your own BUSINESS?

Life is simple - if you don’t pay for something, you don’t get it. Period.

How is this any different?

If you’re not responsible enough to ensure there will be no issues with payment, maybe you shouldn’t be in business.


Sometimes CCs expire, sometimes they get flagged for fraud prevention. Some of us travel on weekends. Some of us live in hurricane country. 48 hours seems to be too fast. With that said, Cloudways is unlike most hosting companies that manage their own service. They front the bill for a 3rd party server service so maybe 48 hours is limit for them already, perhaps their contracts with these providers is set at this.

It is nice that you can add funds to your account, and maybe the best solution here is to prepay each month to be safe. I think being able to add backup credit card would be welcomed.

Ron, lets keep it positive. Thanks :slight_smile:


We all pay too way much for insurance policies we hope we never need. Being a responsible business owner, I am sure you carry sufficient insurance to cover every aspect of your business. I plan for the worst, hope for the best, and work to win.
After this discussion I realized I better add another layer of insurance to my business. I have decided to pay the cash funds up front for a year and have the Visa in backup.
I spoke with the billing dept and the cash funds are their default and they did not seem to be changing. So if you want an extra layer of safety, the Credit card is the backup until they add a second credit card to be used as backup.

However I would like to see an extension of days to their non/late payment policy. Very hard line! Does not seem to follow with all other wonderful company ways. Like how their support is so great!

An easy solution that would serve everyone is if Cloudways allowed us to have one or more backup payment plans. This could be a second (and even a third) credit card, or a way to add funds that would allow the funds to be held and used only for backup.

This would not require asking Cloudways for a loan or for free insurance. In fact, if we kept emergency cash in our accounts it would US lending money to THEM.

I don’t understand why this simple feature wasn’t added years ago.

It’s been suggested … you can upvote it here: https://feedback.cloudways.com/forums/203824-service-improvement/suggestions/31928125-allow-customers-to-add-a-secondary-or-even-tertiar

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Cloudways are not a true cloudhosting provider. They are a service that manages the cloudhosting. However they do actually charge for the cloudhosting so they are putting themselves in a position of being the cloud hosting company

And their service, and indeed their marketing, is aimed at smaller less technically minded businesses who want something somewhere between raw sysadmin and CPanel hosting.

48 hours is too short (absurd) I could be on a long weekend holiday and there be an issue with my card and come back to deleted servers. CW could obviate this issue simply by moving up their notice on payment, and charge of that payment source, to within a week prior to expiry, and by having multiple sources of payment or SMS alert.

And by reminding their customers that they are not a Pay-up-front hosting setup and to be mindful of ensuring that their accounts are pre-paid.

Having said that, I do agree that this is business - buyer beware, and it’s our responsibility to pay our invoices on time. Cloudways can’t be paying for servers on an ongoing basis if they aren’t being paid on time - that’s a quick way to go out of business.

I will also say that I haven’t rec’d any prior notifications of what I wil be charged for so far, only the payment notifications.

The lack of thought in both development and business process with Cloudways is stunning at times. It’s like it is run by 18 year old tech heads, or Indian contractors. Oblivious to UX/UI or customer needs.

You’re not focusing on the solution. You’re shifting blame of the problem.

Matt is pointing out a legitimate problem. Instead of coming up with a solution or taking the opportunity to improve, you focused on blaming, and your ‘solution’ provided just shows that you didn’t read and/or understand what Matt was pointing out.

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Their billing system is crap.

Multiple charges, refunds, authorizations and then re-charges a week later.

In regards to the OP, the emails saying they couldn’t collect payment say they’ll request payment “in a few hours”: they never do. Seen this happen multiple times.

Also, why would you want to “add funds” because they can’t get their act together? They should sort their systems out first (and act like the brand they market & communicate as, not as a fly-by-night one).

Hey @nicksanderos,

Could you please share the ticket number you must have opened for the billing issue? And if you have not opened up a ticket, please message me your registered email address along with the issue you had with billing so I can check with the concerned department.

As far as the billing is concerned, we do notify the customer multiple times before deleting the server and keep the backup for 15 days which is an ample amount of time to take action. In case you are still unavailable to respond to these emails, you can add funds to avoid service interruption.

Ibad Rehman

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#151351 & #152667

“we do notify the customer multiple times before deleting the server…” You might send one or two emails, but the content of these emails should be reviewed. One says “we will request payment in a few hours”, but the system never does. It’s a joke (as in poor, not funny; clarification for ESL peeps).

You are little bit more aggressive on “gulshankumar”. However you didn’t like when Cloudways is aggressive and give 48 hrs to pay. Also send multiple emails before shutting down.

“I was having issues with Cloudways accepting my credit card likely because they were overseas so I’ve been adding funds to my account through paypal. The first of the month rolled around and I was not paying attention to emails. … delete your data and applications within several days of non payment.”

You clearly explained CloudWays can’t trust you. Sorry but hé you are making your problems somebody else their problems (In this case CloudWays). This is what you get when you neglect your own responsibilities.

I had one moment I was not able to pay. I communicated with CloudWays to prevent getting offline and they gave me ultimatum. That’s the difference between you and moi @mattmikulla

Pay your bills on time , simple

dont slag off a great service if your not organised

You have used their services and pay after you have used them , people like you make me laugh

Get a grip and appreciate what you have you leech