Top-up FAQ

What should I do if a top-up fails?

First, confirm that you are topping up the correct Alibaba Cloud account. If the account is correct but the Alipay payment fails, contact Alipay customer service (95188) to ask about the order. You can also try to pay for the order again.

What should I do if the funds do not arrive after topping up with Alipay?

First, confirm that you are topping up the correct Alibaba Cloud account. If the account is correct but the funds have not arrived after a successful Alipay payment, you can submit a ticket for assistance. Provide the Alipay transaction order number.

How do I resolve the "Buyer status is abnormal" error when topping up with Alipay?

This error usually occurs because the Alipay account used for the top-up is abnormal. Contact Alipay customer service (95188) for help.

How do I resolve the "Beware of fraud, transaction failed" error when topping up with Alipay?

This is a security reminder from Alipay to protect against fraud. Contact Alipay customer service (95188) for help.

How do I resolve the "Payment from a non-merchant-specified account" error when topping up with Alipay?

Use an Alipay account that has the same identity verification entity as your Alibaba Cloud account. Alternatively, choose another payment method, such as an online banking top-up or offline remittance.

Does Alipay support agency payment?

Use an Alipay account with an identity verification entity that matches your Alibaba Cloud account for QR code payments.

If you use an account with a different identity verification entity for a third-party payment, it may trigger risk control mechanisms and cause the top-up to fail.

What should I do if a top-up fails?

First, confirm that you are topping up the correct Alibaba Cloud account. If the account is correct but the online banking top-up fails, contact your bank for assistance.

What should I do if the funds do not arrive after a successful online banking payment?

First, confirm that you are topping up the correct Alibaba Cloud account. If the account is correct but the funds have not arrived after a successful payment, submit a ticket for assistance. Provide your online banking remittance or transfer receipt and the corresponding order number. The order number is usually in the purpose field of the receipt and starts with the date.

What should I do if a 403 error occurs when topping up with ICBC corporate online banking?

When topping up with ICBC corporate banking, insert the USB security key before you click Top up. Otherwise, a 403 error will occur.

After a successful online banking payment, why is the payee shown as "Alipay (China) Network Technology Co., Ltd."?

Online banking payments are processed through Alipay's payment product. Alipay is a licensed third-party payment company in China. According to the regulations of the People's Bank of China, all fund payment and settlement services provided by Alipay must first go through a third-party payment provision fund account at the bank. We apologize for any inconvenience this may cause.

After receiving the payment, Alipay automatically settles it with Alibaba Cloud. Therefore, when you pay with online banking, the payee you see is Alipay, as shown in the following image:

What if I cannot find my bank when topping up with online banking?

If your bank is not in the list on the top-up page, it is not supported. Choose another payment method, such as Alipay or an offline remittance.

Can I make a payment without a registered UnionPay account?

If you do not have a registered account, you can enter your card number directly on the left side of the UnionPay page and click Next to pay. The bank card information you enter must be verified by the issuing bank to complete the transaction. This process is secure and convenient.

Why does UnionPay require a control to be installed? What if I cannot download it?

Installing the input control protects your information and prevents password theft. On the UnionPay payment page, click the link in the password input box to download and install the control.

How do I resolve the "Website security certificate problem" error during a UnionPay payment?

You must reinstall the browser root certificate. For the specific procedure, see the Help Center. The browser root certificate helps secure your online shopping environment and provides a smoother UnionPay online payment experience. If you encounter problems during a UnionPay payment, you can call the UnionPay customer service hotline at 95516 for assistance.

Does Alibaba Cloud support remittances from customers outside the Chinese mainland?

Accounts on the Alibaba Cloud China Website (www.aliyun.com) do not normally support remittances from customers outside the Chinese mainland.

For more information about the requirements for remittances from outside the Chinese mainland, see How do customers outside the Chinese mainland make a remittance?

Can I use credit cards or bank cards from outside the Chinese mainland for online payments?

Online payments for accounts on the Alibaba Cloud China Website (www.aliyun.com) do not currently support credit cards or bank cards from outside the Chinese mainland, including Hong Kong (China), Macao (China), Taiwan (China), and other countries and regions.

Can I request a contract for a top-up?

Contracts are not available for top-ups. If your company requires a contract to request payment, you can place an order for the products you need to purchase and then request a contract for that order. Use the contract to request funds from your company. For more information about requesting an order contract, see How to request a contract

What if my Alipay or online banking top-up has not arrived?

Submit a ticket, and we will help you investigate. Provide the relevant order number to help us.

• If an Alipay top-up has not arrived, provide the Alipay order number. You can find this number in your Alipay bill details or by consulting the Alipay help document.

• If an online banking top-up has not arrived, provide the online banking payment order number. You can find this number in your online banking payment history. The location of this number varies by bank. Refer to the Alipay help document for guidance.

Can I top up an Alibaba Cloud account by calling an API?

You cannot top up an Alibaba Cloud account by calling an API. Only the top-up methods displayed on the top-up and remittance page in the Alibaba Cloud Management Console are supported. For more information, see Online top-up.

How do I clear an overdue payment?

After the top-up funds arrive, the system automatically deducts the overdue amount. For more information about how to top up, see Online top-up.

Where can I view unpaid top-up orders?

When you use Alipay or online banking to top up, if a top-up is not completed or is interrupted, you can view the unpaid order through Alipay or your online banking service.