Accounts, Billing Policies, and Usage Monitoring

How account access, billing, payment options, and usage monitoring work.

This guide covers how account access, billing, and usage tracking work on Hyperstack. You'll find details on login methods, account types, pricing, billing intervals, supported payment options, and how to monitor your resource usage. Our goal is to provide clear, transparent information to help you manage costs and avoid service interruptions.

Account Registration and Login Options

You can register with and log in to Hyperstack using one of the following login methods:

Account Activation Required

Whether registering directly or through an email invitation to join an organization, the user must log in to activate their Hyperstack account. Learn more about registration and account activation from organization invitations here.

1. Email

You may register for a Hyperstack account with either a personal or professional email. To get started, visit the Hyperstack Registration Page. After registration, to activate your account you must log in to your account and provide the necessary billing information.

Once activated, you can log in at any time using your email and password.

2. Single Sign-On (SSO)

Hyperstack supports Single Sign-On (SSO) through:

• Google
• Microsoft
• GitHub

To register and sign in using one of these options, simply click the corresponding button on the Hyperstack Login Page. Upon first use, you will be asked to authorize access through your selected provider. After registration, to activate your account you must log in to your account and provide the necessary billing information.

Email & SSO Restriction

For a given email address, the sign-in method is tied to how the account was initially created—either email/password or SSO (Microsoft, GitHub, Google).

• If you registered with email/password, you won’t be able to sign in using SSO with that same email.
• If you signed up using SSO, you won’t be able to use email/password with that associated email.

Be sure to continue using the method you originally selected.

Change Your Password

You can change your password directly in Hyperstack by following these steps:

1. Log in to your Hyperstack account.
2. Navigate to the My Account page.
3. Select the Security tab.
4. Click the Change Password button.
5. Enter your current password to confirm your identity.
6. Create a new password that meets the following criteria:
   • Minimum of 8 characters
   • Includes at least 1 uppercase letter
   • Includes at least 1 digit

Account Types

Hyperstack supports three account types, each with distinct billing behavior:

1. Prepaid Account: The default account type. Customers pre-fund their account with credits, which are then consumed based on real-time usage. Charges are applied per-minute as resources like VMs or volumes are used. Prepaid accounts must maintain a positive balance to create or maintain active resources.

2. Postpaid Account: Instead of pre-funding, postpaid accounts are billed periodically based on accumulated usage. Billing occurs at the end of a fixed interval, typically monthly. Customers receive an invoice for usage during that period and are expected to pay on net terms. Resources remain accessible as long as the account is in good standing.

3. Premium Postpaid Account: Similar to a standard postpaid account, but includes higher billing thresholds, prioritized support, and access to additional enterprise features. Invoices follow the same cycle as regular postpaid accounts.

Requesting Postpaid Account Access

To enable a postpaid or premium postpaid account, please email the Hyperstack sales team.

Billing Visibility for Postpaid Accounts

Postpaid accounts can incur charges for two distinct types of resources: on-demand resources and contracted resources. On-demand resources are not covered by any contract and are billed according to current pricing at the time of usage. These resources deduct from your account balance as they are consumed and require your balance to remain above the deployment threshold in order to stay active. Contracted resources are provisioned under specific contractual terms that define usage limits, duration, and billing scope.

The billing details for each of these resource types (on-demand and contracted) are available in different sections of the Hyperstack portal:

• On-demand resource billing:
  The Billing - Overview page shows only on-demand usage under the Amount due section. This reflects all usage for resources not covered by a contract.

  

• Contracted resource billing:
  To access billing details for contracted resources:

  • Visit the Billing - Resource Activity page and review the Contracts Usage Report section. This provides usage-based billing details aligned with active contract terms.
  • Navigate to the Billing - Contracts page to view itemized billing breakdowns by individual contracted resource.

For more details on these billing types and how they impact resource behavior, see Contract Billing & Resource Behavior.

Organization Billing

Resource costs and billing are associated with the account of the organization. Therefore, resources created by all users within your organization will be billed to your organization's account. Additionally, payments made from any organization member's account will affect the organizations credit balance.

Pricing and Billing Intervals

We present hourly rates for different resources, like virtual machines (VMs) and volumes, that customers can create. Once a customer successfully generates a VM or a volume, we begin billing for the resource. In situations where errors occur during resource creation, no charges are applied. Our billing system operates on a per-minute structure, with the customer's balance updating in real-time, as reflected in the user interface.

Payments

All our payments are processed through Stripe using 3D Secure in applicable jurisdictions. 3D Secure is an additional layer of security for online credit and debit card transactions, requiring cardholders to complete an extra verification step with their card issuer to reduce fraud and enhance transaction security. You can conveniently make payments through the billing section of the Hyperstack portal.

Our goal is to provide our customers with a clear understanding of their resource usage and associated costs. If you have any further questions or require assistance with billing-related matters, please don't hesitate to reach out to our dedicated support team at [email protected].

Payment History

You can view all your past payments in Hyperstack by navigating to the Billing page and selecting the Payment History tab. This page provides an overview of:

• Payment Date: The date of the transaction.
• Amount: The amount paid during the transaction.
• Status: The status of the payment.
• Type: How the credit was added, such as Payment or Voucher.
• Stripe ID or Voucher Code: The Stripe identifier for the transaction, or the code for a redeemed voucher.
• Nexgen Payment ID: A unique identifier for internal tracking.
• Receipt: A download link, shown for completed payments that have an associated invoice.

Invoicing and Receipts

Receipts for any Stripe payments are automatically sent to the email associated with your Hyperstack account. These receipts are generated and sent immediately upon completing the transaction for prepaid accounts. They include key information such as:

• Payment Method: The last four digits of the card used for the transaction.
• Payment Date: The date when the transaction was processed.
• Receipt Number: A unique identifier for tracking the transaction.
• Billing Information: Your organization's name, address, and tax details.
• Amount Paid: The total amount, including any applicable taxes.

Taxes and Jurisdiction-Based Charges

Depending on your jurisdiction, applicable taxes—such as sales tax, value-added tax (VAT), or goods and services tax (GST)—may be automatically added to your account charges and itemized separately.

Starting April 1, 2025, Stripe will begin collecting taxes on payments made from the UK and Canada.

Monitoring Resource Usage

To keep you well-informed about your resource usage and its associated costs, we offer a dedicated Resources tab within the Billing section of the Hyperstack platform. This section presents a comprehensive summary of your resources, including their hourly costs, total bill, usage duration, and usage reports.

To access this information, navigate to the Billing screen and locate the Resource Activity tab. By clicking on this tab, you'll gain access to a detailed list of your resources along with their relevant details.

In the Resource Activity tab, you will find the following details for each resource:

• Last Price per Hour: This lets you view the most recent hourly price of each resource, helping you evaluate its financial impact on your overall usage.

• Total Bill Incurred: Get insights into the overall cost accrued for each resource, aiding in accurate expense tracking.

• Usage Duration: See the total runtime of each resource, assisting in monitoring duration and optimizing resource utilization.

• Usage Report: This button redirects to a dedicated billing page for the selected resource. You can view a summary of cost and usage, historical price over time, and billing events. The data can be filtered by date range for a more detailed analysis.

Minimum Account Balance for VM Deployment

To deploy a new virtual machine, your account balance must be sufficient to cover the combined costs of running your existing resources plus the cost of the new VM for at least one hour.

For example, if you want to deploy a 4x RTX-A6000 flavor VM with an hourly cost of $4.00 and your existing resources have a total hourly cost of $6.00, your account must have a minimum balance of $10.00 to proceed. If deploying the new VM increases your total hourly costs beyond your current balance, the deployment will be denied until your balance is increased to at least $10.00. You will receive an error message informing you of this issue.

To resolve this issue, please add credit to your account here.

Account Termination Policies

Please be aware of our account termination policies to prevent service disruptions and potential loss of resources.

Insufficient Balance Risks

To maintain uninterrupted access to your resources, please ensure that your account maintains adequate funds. If your account balance is fully depleted, your account will be at risk of termination. This could lead to a temporary suspension of resource access until funds are added to your account. Prolonged insufficient balance may result in the permanent deletion of your resources.

Early Email Notifications for Low Balance

Automated email notifications alert you as your account balance runs low, giving you time to recharge before your resources are interrupted. Hours remaining is the number of hours your current account balance covers at the combined hourly cost of every active resource on your account. You receive an email each time your hours remaining drops to one of four warning thresholds, all enabled by default:

Threshold	Trigger
48hs warning	Balance covers only the next 48 hours
24hs warning	Balance covers only the next 24 hours
12hs warning	Balance covers only the next 12 hours
6hs warning	Balance covers only the next 6 hours

Example:
A prepaid account running 3 VMs at $1.00/hour each has a burn rate of $3.00/hour. Email notifications trigger when the account balance drops to:

48hs warning: $144
24hs warning: $72
12hs warning: $36
6hs warning: $18

To disable a threshold, navigate to My Account → Notification Settings and toggle the threshold under the Payment & Billing category. You can re-enable a disabled threshold at any time from the same page. See Email Notification Preferences for more on managing your notifications.

A final email is sent when your balance reaches $0, at which point your resources are hibernated or deleted. See Actions Based on Account Balance for details.

Actions Based on Account Balance

Once your account balance reaches 100% depletion ($0), the following actions will be taken:

1. Hibernation or Deletion of Resources: On-demand VMs are hibernated if their flavor supports hibernation. VMs whose flavor doesn't support hibernation (such as Spot VMs and large root disk flavors) and Kubernetes clusters are deleted instead. Hibernated resources can be restored once your account is replenished; deleted resources cannot be recovered.

2. Potential Deletion of Hibernated Resources: If your account remains depleted for an extended period, hibernated resources may also be permanently deleted. Recharge your account as soon as possible to avoid the loss of valuable resources.

By proactively monitoring your account balance and recharging when needed, you can ensure uninterrupted access to your resources and avoid the risk of permanent resource deletion.

Zero Account Balance Warning

Please be aware that reaching a zero balance does not stop billing. Resources on your account continue to accrue charges, which can take your balance negative until you recharge or the resources are removed.