Purchase-related FAQ

The Wuying cloud computer is available in the following editions:

• Enterprise Edition: Designed for enterprises and organizations, this edition features multiple built-in security capabilities, supports convenient and large-scale O&M, and allows you to connect to cloud computers from multiple clients at any time. It is widely used for office work and in educational scenarios.

• Personal Edition: A cloud computer for individual users. You can connect to it anytime, anywhere from a desktop, mobile, or web client. It is designed to meet a wide range of needs, including studying, office work, design, development, entertainment, and esports. It also features the powerful built-in Wuying Xiaoying AI assistant. You can upgrade or downgrade specifications at any time. Purchasing a single plan effectively gives you four computers with different configurations (4-core 8 GB, 8-core 16 GB, 16-core 64 GB, or a GPU-based esports mode) that you can switch between as needed.

  Note

  The term "core" in this context refers to a vCPU.

For more information about the differences between the Enterprise Edition and Personal Edition, see What is Wuying cloud computer Personal Edition.

You can connect to and use your cloud computer through Wuying clients and mini programs, including the following:

• Windows client

• macOS client

• Web client

• Android client

• iOS client

• Alipay mini program

• WeChat mini program

To download a client, go to the Wuying client download page. To use a mini program, search for it within Alipay or WeChat.

No. A Personal Edition cloud computer can be used by only one account at a time. Multiple accounts cannot sign in to the same cloud computer simultaneously. Each Personal Edition cloud computer is bound to an Alipay or WeChat account and can be used by only one account at any given time.

If multiple users need to share files, they can store the files on the system disk (C:) or data disk (D:). Different users can access these files during their respective sign-in sessions.

Yes, you can change the operating system of your cloud computer by replacing its image.

If you purchased an annual plan but the console shows a monthly subscription, this is normal display-layer behavior and does not affect your subscription. The amount you paid and the expiration time of the plan are authoritative: if the amount you paid covers one year, the annual plan has been purchased successfully. For more information about the differences between plans and subscription methods, see Product billing.

If the Confirm Order or Buy Now button in the Wuying client or mini program is unavailable (grayed out or unresponsive), go to the official purchase page to complete your purchase instead:

Wuying Cloud Computer Personal Edition purchase page

The purchase page offers multiple Wuying Core Hour plans. Refer to the purchase page for the exact tiers and amounts. After you select a plan, click Buy Now to proceed to checkout.

If your plan's disk capacity or network bandwidth no longer meets your needs, you can upgrade the cloud computer plan or network bandwidth.

• Lingdou is the standard unit of measurement for resource consumption of cloud computers and cloud games over time.

• Lingdou is consumed only when a cloud computer is running. No Lingdou is consumed during hibernation or when the cloud computer is shut down.

• The Lingdou consumption rate varies depending on the cloud computer's running mode or the type of cloud game.

In some scenarios, historical versions, or SMS notifications, Lingdou is also referred to as “core hour”, “core hour compute package”, or “monthly duration package”. These terms are essentially the same: they all refer to the unit of measurement for cloud computer runtime.

When you see a prompt such as “no available core hours” or “no available core hour compute”, it means that your Lingdou balance is insufficient. Purchase a Lingdou package to top up.

When your Lingdou usage exceeds a certain threshold (for example, 83%), the system sends an “almost used up” alert by SMS or email. This alert does not mean that your cloud computer will shut down immediately. It is a reminder to top up your Lingdou in time to avoid affecting your usage.

• A Lingdou package is a bundle containing a specific amount of Lingdou. You can use it to pay for any plan-based cloud computer (excluding duration-package cloud computers) and any cloud game in your account.

• A Lingdou package has its own validity period. Any unused Lingdou will expire and be forfeited at the end of this period.

• If you have run out of the Lingdou included in your cloud computer plan but the plan itself has not expired, the cloud computer will be shut down and become unusable. To continue using it, you can either wait for your monthly Lingdou quota to reset in the next billing cycle or purchase a Lingdou package to resume service immediately.

• Unlike cloud computers, cloud games do not require a separate plan purchase. You can run them directly using Lingdou from a Lingdou package.

The free trial quota of a Personal Edition cloud computer is valid for a limited period and grants a number of Wuying Core Hours that you can use to offset usage in Economy mode. For the trial quota, the number of Wuying Core Hours granted, the usage duration they convert to, and the validity period, see the information shown on the free trial activity page.

After the trial instance expires, it is automatically shut down and released. No charges are incurred. After unsubscription or release, the instance data cannot be recovered. Back up your data in advance.

After your trial plan expires, the cloud computer cannot be started. You may also want to know how long your data is retained, whether you must unsubscribe manually, and whether Wuying Core Hours keep being deducted.

The following rules apply:

• Trial validity period: The free trial is valid for 1 month. After it expires, the cloud computer cannot be started.

• 15-day renewal grace period: Renew within 15 days after expiration to keep using the cloud computer. If you do not renew within this period, the resource is released, and all related data is deleted and cannot be recovered.

• No manual unsubscription: If you do not want to continue, no action is required. The trial resource is released automatically after the grace period.

• Gifted Wuying Core Hours: The additional 200 Wuying Core Hours granted during the trial are valid for 1 year. They can offset the usage duration of the cloud computer after you purchase a paid plan, and they do not trigger any automatic charge.

Continue using the cloud computer: Go to the Wuying Cloud Computer Personal Edition page and purchase a paid plan. You can use the cloud computer again after the purchase is complete.

Note the following:

• Expiration does not renew the trial automatically and does not charge you. Whether the resource is retained depends on whether you renew within 15 days.

• Back up important data or create a custom image before the trial expires, so that release after the grace period does not cause data loss.

• The 200 gifted Wuying Core Hours do not become invalid as soon as the trial expires, because they are valid for 1 year. They can offset usage duration only while an active plan exists.

No. Wuying Core Hours are bound to the Alibaba Cloud account that owns them. You cannot transfer or move Wuying Core Hours to another account, or share them with other users, including family members.

No. There is no direct conversion between the pay-as-you-go billing method (Wuying Core Hour deduction) and a subscription plan. If you want to use a monthly subscription plan, purchase the plan separately; the original pay-as-you-go instance is handled independently, and you can release it or keep it. For more information about plans and billing methods, see Product billing.

If auto-renewal is enabled for your cloud computer plan, the plan fee continues on its regular billing cycle while the cloud computer is shut down or hibernating. However, no Wuying Core Hours are deducted during this period.

You hibernate your cloud computer and open it again, or you shut it down and start it several times within one hour. Each session lasts only a few minutes, but your Wuying Core Hour details show that 1 Wuying Core Hour is deducted for every session in Economy mode.

Personal Edition cloud computers are billed by actual usage duration, but every startup has a minimum charge. Waking a cloud computer from hibernation and starting it again after a shutdown each count as a new startup. In Economy mode, 1 Wuying Core Hour is deducted as the minimum charge at each startup, and per-second billing applies after that.

The minimum charge per startup depends on the running mode:

Note the following rules:

• Billing stops during hibernation and shutdown: A cloud computer that is hibernating or shut down does not keep consuming Wuying Core Hours.

• Every wake-up or restart is a new startup: Whether you wake the cloud computer from hibernation or start it again after a shutdown, the system treats it as a new startup and applies the minimum charge again.

• Startup count decides the total minimum charge: Shutting down and starting the cloud computer three times within one hour produces three minimum charges. Staying online for one continuous hour produces only one.

• Intermittent use costs more than continuous use: For the same total duration, splitting your usage into multiple startups incurs a minimum charge each time, while continuous use incurs the minimum charge only once.

Example: 30 minutes of use in Economy mode

• Continuous use: 1 Wuying Core Hour minimum charge at startup plus per-second billing for 30 minutes, which is approximately 1 + 2 = 3 Wuying Core Hours.

• Three sessions of 10 minutes each: 3 startups x 1 Wuying Core Hour plus per-second billing for 30 minutes, which is approximately 3 + 2 = 5 Wuying Core Hours.

Recommendations

• Plan your startups around how often you use the cloud computer, and reduce unnecessary wake-ups or restarts so that minimum charges do not accumulate and drain your Wuying Core Hours faster.

• If you expect to use the cloud computer again soon, delay hibernation or shutdown and stay online. This lowers your Wuying Core Hour cost per unit of time.

Yes. Wuying Core Hours have a validity period. When you view Wuying Core Hour balance details, the validity period is displayed.

No. Wuying Core Hours cannot be gifted or transferred to another person. They also cannot be transferred between accounts.

Possible reasons include:

• You have reached the purchase limit. You can own a maximum of five Personal Edition cloud computers. If you previously redeemed a cloud computer with Yingzuan, this limit also includes deleted cloud computers in the mini program's recycle bin.

• You have unpaid orders. Please pay for these orders before you can purchase more computers.

No. Wuying cloud computers do not support merging multiple instances into one. Each plan corresponds to exactly one cloud computer, and instances cannot be combined.

To reduce the number of instances, release the extra ones through the Self-service Unsubscription tool. For the steps, see Unsubscribe from a plan or package. After unsubscription or release, the instance data cannot be recovered. Back up your data in advance. For the maximum number of Personal Edition cloud computers you can own, see Purchase limits.

An order can show as unpaid for the following reasons:

• The payment was interrupted or failed, for example due to insufficient balance or a payment timeout.

• You exited before completing a redemption code exchange.

• An automatic renewal payment failed.

To check and handle an unpaid order, use either of the following methods:

• Log on to the Alibaba Cloud Billing Management console. On the Subscription Orders > My Orders page, check the order status, and then pay or cancel the unpaid order.

• On the Wuying Cloud Computer console Overview page, click Order Management in the common features area to view your order list.

If you cannot complete a payment when you purchase or renew a Personal Edition cloud computer or a Wuying Core Hour package, check the following cases:

• QR code scanning does not respond: Save the payment QR code to your device album and scan the saved image with the Alipay app, or regenerate the QR code. Make sure that your Alipay app is updated to the latest version.

• The payment page does not open or the redirect fails: Switch between Wi-Fi and mobile data and restart your device. If the client cannot redirect you to the payment page, complete the payment in the Alipay or WeChat mini program, or complete the operation on the Personal Edition Web console (https://wuying.aliyun.com) instead.

• An automatic deduction fails for an auto-renewing subscription: Check that password-free payment or the periodic deduction authorization (the automatic deduction authorization) is enabled for the payment method. If you use a RAM user, ask the owner of the Alibaba Cloud account to grant the authorization. We recommend that you complete the first purchase with a single one-off monthly payment, and then enable auto-renewal after the cloud computer is created.

• The mini program requires password-free payment: If the Alipay mini program prompts that you must enable password-free payment, complete the operation on the Personal Edition Web console (https://wuying.aliyun.com) instead.

• The payment is blocked by risk control: If Alipay risk control blocks the payment and leaves an unpaid order, you can handle the order through the Self-service Unsubscription tool. For the steps, see Unsubscribe from a plan or package.

If the purchase button itself is unavailable, you cannot open Alipay when you renew, or your order shows as unpaid, see What if the order button is unavailable?, Cannot open Alipay for renewal, and Why does my order show as unpaid?.

You can find information about Wuying cloud computer promotions in the following ways:

• Check the current promotions and discounts on the Wuying Store purchase page in the client or mini program. Some Wuying Core Hour packages have discount tags, and available coupons are displayed at the bottom of the purchase page.

• Monitor the plan pricing page for price changes to stay informed about the latest pricing and offers.

Promotions are for a limited time. Refer to the client or mini program for specific details and durations.

• Your trial order was canceled: A trial order can be canceled when the account does not meet the trial conditions (for example, the account is not a new user or has already taken part in a trial), when trial resources are out of stock, or when abnormal usage is detected. In this case, create a cloud computer again and select a paid plan.

• You cannot claim a new-user offer: Some new-user campaigns (for example, a free monthly card) can be claimed only together with a specific paid plan. If you cannot claim the offer on its own or clear the selection, this is a campaign rule or a temporary fault. Try again on another device, or wait for the campaign to be fixed.

Student verification coupon issues are answered in the next FAQ entry.

No. The coupon granted after student verification cannot be used directly to buy Wuying Core Hours or to redeem a pickup voucher. To use the coupon, place your order through the Student Coupon Center.

If the coupon reports that it can only be used with a specific promotion and cannot be deducted, this is a coupon stacking rule or a temporary system issue. Wait for a later fix, or use a different promotion.

Other trial and new-user offer issues are answered in the previous FAQ entry.

This issue is usually caused by mobile browser compatibility: tapping the claim button does not respond, or the page does not redirect to Alipay. Claim the free trial from the Alibaba Cloud free trial center on a desktop browser instead.

If the claim still fails on a desktop browser, complete the operation on the Personal Edition Web console (https://wuying.aliyun.com) instead.

You may be unable to renew your cloud computer for the following reasons:

• If your cloud computer is a beta version, it cannot be renewed. You can purchase a new cloud computer and use the image feature to migrate your data. For more information, see How do I use an image to migrate cloud computer data?.

• If you have a usage-based package, you can renew it only after the included hours are consumed or the package expires.

• If your subscription cloud computer was obtained via a redemption code, you must contact the original seller to inquire about renewal.

This may be due to an unpaid order. Go to the Personal Edition mini program, find the unpaid order on the subscription or order page, cancel it, and then try to renew again.

To cancel your subscription, use one of the following methods:

Enabling password-free payment is not required when you purchase a Personal Edition cloud computer. You can also pay with a single one-off payment without granting the automatic deduction authorization.

Upgrading an auto-renewing monthly subscription directly to an auto-renewing annual subscription is not supported. To switch:

1. Cancel the current auto-renewing monthly subscription. For the cancellation steps, see Cancel a subscription. The duration you have already paid remains valid until the current cycle ends.

2. Before the current cycle expires, purchase the auto-renewing annual plan to avoid service interruption. A canceled subscription is automatically deleted 15 days after the current billing cycle ends, and once deleted, its data cannot be recovered. Back up your data in advance.

If an automatic deduction fails and the renewal order of your auto-renewing subscription is voided, a sufficient balance alone does not restart the payment. Wait for the system to retry the deduction the next day, or renew manually.

Possible reasons include:

• You purchased a monthly plan earlier and the resource was never released, so the subscription is still active.

• You have an auto-renewing subscription on a Personal Edition cloud computer, or auto-renewal is enabled on the Billing Management page.

• An associated resource such as public network bandwidth is still billed.

Check your orders on the Billing Management page to locate the charge. To unsubscribe from resources you no longer use, see Unsubscribe from a plan or package. The refund is returned to the account used for the original payment and usually arrives within about 2 business days. After unsubscription, any gifts associated with the resource are forfeited, and after unsubscription or release, the instance data cannot be recovered. Back up your data in advance.

You can use the Self-service Unsubscription tool on the customer service page.

1. Open the Wuying Windows client or macOS client and sign in to the Personal Edition.

2. In the common features area in the lower-left corner, choose Help & Feedback > Customer Service.

3. In the chat window, send the keyword Unsubscribe. In the automated response, click Unsubscribe Now to the right of Wuying Personal Edition.

4. On the Wuying Cloud Computer Self-service Unsubscription page, find the resource you want to unsubscribe from and click Unsubscribe in the Actions column.

   Note

   Unsubscription is not supported for plan upgrade orders.

5. Confirm the unsubscription details, accept the related agreements and acknowledgments, and then click Unsubscribe Now.

   The unsubscription details include the instance to be unsubscribed, resource type, remaining duration, expiration time, refund amount, and refund destination. You must confirm that you have read the Refund Rules and have backed up your instance data.

The following refund rules and limits apply:

• Changing the subscription cycle of a paid order: A paid order does not support changing the subscription cycle directly. Unsubscribe from the current order first, and then purchase a plan with the required cycle again. After unsubscription or release, the instance data cannot be recovered. Back up your data in advance.

• Refund destination: A refund is returned to the account used for the original payment (for example, the specific Alipay account used at checkout), not to the account you are currently signed in with. If you do not receive the refund, check the transaction records of that payment account.

• Renewal made from the wrong account: Cross-account refunds are not supported. If you renewed by mistake from another Alibaba Cloud account, sign in to that account and unsubscribe from there by using the Self-service Unsubscription tool described in this section.

• Payment through Apple In-App Purchase: Orders paid through the Apple App Store cannot be refunded on the Alibaba Cloud side. Contact Apple Support to request the refund.

• Withdrawal of a refund: After a refund request is approved, it cannot be withdrawn.

• Independence of instances: Unsubscribing from a newly purchased instance does not affect the normal usage of other auto-renewing instances under the same account.

After you submit an unsubscription through the Self-service Unsubscription tool of Personal Edition, the refund is generally returned to the account used for the original payment within about 2 business days.

The instance is released as soon as you submit the unsubscription, and its data is no longer retained. The refund then has to be processed by the payment channel, which usually takes 1 to 2 business days. The actual arrival time is subject to the processing time of your bank or payment platform.

A refund is returned by the original payment route. Check the records of the account you paid with:

• WeChat Pay: Check your WeChat bill or balance details.

• Alipay: Check your Alipay bill or balance details.

• Bank card: Check the transaction records of the bank card used for the payment.

If the refund has not arrived after 2 business days, provide your order number to Wuying Cloud Computer customer service for further verification.

Payment through Apple App Store or the iOS client: If you purchased through the Apple App Store or the iOS client, the payment is collected and settled by Apple, so the refund cannot be requested on the Alibaba Cloud side. Contact Apple Support at 400-666-8800 to request the refund. The refund progress is subject to the result on the Apple side.

You cannot directly delete a Personal Edition cloud computer that has not expired. To release it before the original expiration date, first unsubscribe from the active plan or package. For instructions, see the Cancel a subscription and Unsubscribe from a plan or package entries in this section.

After the cloud computer expires, it is automatically released if it is not renewed within 15 days. Released cloud computers and their data cannot be recovered. Back up or migrate important data before you unsubscribe or wait for release. For expiration and release rules, see Product billing.

Personal Edition does not support unsubscribing from a renewal order that has not taken effect on its own. The only supported method is to unsubscribe from the whole instance by entering the instance ID of the first purchase in the Self-service Unsubscription tool. After the instance is unsubscribed, all renewal orders associated with it are canceled.

For the steps to open the Self-service Unsubscription tool, see Unsubscribe from a plan or package. After unsubscription or release, the instance data cannot be recovered. Back up your data in advance.

• Identity verification requirement: Scanning the QR code successfully means neither that identity verification is complete nor that the payment went through. Complete the real-name identity verification of your Alibaba Cloud account first; only then can you purchase and use a cloud computer. For the verification steps, follow the identity verification documentation for Alibaba Cloud accounts.

• HarmonyOS compatibility: If the Wuying app on HarmonyOS cannot launch Alipay for identity verification or subscription payment, use another mobile browser, or complete the operation on the Personal Edition Web console (https://wuying.aliyun.com) instead.

• Check the payment status: If the verification page loops, check the deduction records in Alipay or WeChat to confirm whether the payment actually happened.

When you first sign in to the Personal Edition by scanning a QR code with Alipay or WeChat, the system links your Alipay or WeChat account to your Personal Edition account (an Alibaba Cloud account). Future sign-ins using the QR code will automatically log you into this linked account.

To change the bound account, follow these steps:

1. Unbind the current account.

   1. Open the Windows client/macOS client and sign in to the Personal Edition.

   2. In the lower-left corner of the client, click your profile picture, and then click your username.

   3. At the bottom of the account information dialog box, to the right of Third-party Authentication, click Unbind.

   4. In the confirmation dialog box, click Confirm Unbinding.

      Note

      To unbind your Alipay account, you must also unbind your Taobao account if it is linked.

2. Sign in to the Wuying Alipay/WeChat mini program again to complete the new binding.

Revoke and then re-authorize your phone number in the mini program. Follow these steps:

1. In Alipay, search for and open the Wuying cloud computer mini program.

2. Tap the icon in the upper-right corner of the page.

3. In the panel that appears at the bottom, tap the settings icon.

4. On the settings page, tap User Information.

5. At the bottom of the Authorization Details page, tap Revoke Authorization, and then tap Confirm.

6. Close the Wuying cloud computer mini program and reopen it. Then, follow the on-screen instructions to re-authorize your phone number.

The mobile number bound to the Personal Edition is the security mobile number associated with your Alibaba Cloud account. To change this number, see Change security mobile number.