Table of contents

Account & Billing Help

Most support requests are about access (getting into your account) or money (the wallet, a charge, an invoice, or KYC). This page is a fast, support-oriented map of how those work today. It does not duplicate the full guides — each section links to the detailed reference under Account and Billing.

Your account

Podstack is passwordless. You sign in with a 6-digit email code or a social login — there is no password or 2FA to reset.

  • Codes are single-use and expire after 10 minutes. If one doesn’t arrive, check spam, wait 2-3 minutes, then use Resend.
  • Manage your profile, preferred currency (INR/USD), and active sessions under Account Settings.
  • If you think you have lost access, see the Lost account access scenario.

Related credentials and access controls:

The wallet

Billing runs on a prepaid wallet. You add funds, deploy resources, and charges are deducted in real time against your balance.

  • Compute is billed per second while running; storage is billed on provisioned quota; inference is billed per token.
  • The wallet shows your balance, a run rate (hourly/daily/monthly projection), and an expenditure breakdown by resource type.
  • Amounts display in your preferred currency (INR or USD), set in Account Settings.

Full details: Wallet.

Adding funds

Top up from Billing > Wallet > Top Up (minimum ₹100). Supported payment methods:

  • Razorpay (India) — UPI, cards, net banking, wallets.
  • PayPal (international) — cards and PayPal balance, converted to your currency.
  • Cryptocurrency via Binance Pay — USDT/USDC and other supported tokens.

Funds appear as soon as the payment succeeds. If a payment was taken but the balance didn’t update, see Balance not updated.

Low balance & suspension

When your balance runs low, Podstack warns you on the dashboard and by email. If it reaches zero:

  • New pods and storage can’t be created.
  • Running resources may be suspended after a short grace period.
  • A force-recharge modal blocks portal actions if the wallet goes negative — top up to clear it.

Consider auto-debit (a mandate that tops up automatically below a trigger balance) to avoid interruption. See Wallet.

Invoices & GST

Invoices are under Billing > Invoices — filter, download PDFs, or generate a custom invoice for any date range. Business accounts with a verified GSTIN get GST details on their invoices.

If a charge looks wrong, do not pay a disputed invoice — contact support with the invoice number and what you expected. See Invoices and the Understand my bill scenario.

KYC verification

KYC (Know Your Customer) is identity verification. It’s required for postpaid billing and higher limits, and — when KYC enforcement is enabled on the platform — before you can create resources.

Three methods are available; pick the one that fits your documents:

  • Didit — automated ID scan with a liveness check; usually completes in seconds to minutes.
  • Government ID — upload a government ID for manual review; typically within 24 hours.
  • WhatsApp — verify through a WhatsApp flow tied to your phone number.

Start from Billing > KYC (or the dashboard KYC banner). Full walkthrough, statuses, and rejection reasons: KYC Verification. If your KYC is stuck or rejected, see the KYC stuck scenario.

Refunds

Refunds may apply to failed provisioning, billing errors, service issues, or cancelled reservations before provisioning starts. Committed billing periods (bucket plans, NFS quota, postpaid subscriptions) are not refunded pro-rata. Request a refund from Billing > Wallet > Request Refund. See Refunds.

When to contact support

Reach out when the portal can’t resolve it on its own:

  • KYC is stuck in review beyond the expected time or repeatedly rejected.
  • A payment was charged but not credited, or a charge is unexplained.
  • You need a postpaid upgrade (admin-only — complete KYC first, then contact support).
  • You’ve lost access to your sign-in email.

How to reach us and what to include: Getting Help.