Can I get refund by a mistake in the Elastic Cloud Platform?

Elastic Stack Elasticsearch
1

Hey everyone,

I'm looking for some help with a billing issue on Elastic Cloud. I received an email notification that my credit card was charged $407.23, but I didn't mean to incur any costs. I was just exploring the platform to test a RAG system for my company, and thought the project was serverless. I haven't used any services since creating the account.

When I tried to open a case for a refund, I got an email saying:

"The Elastic Cloud - luis.felipe.venezian@gmail.com subscription expired on 7/19/2024 and therefore your case has been Suspended. No work will be performed until the subscription is renewed. Please contact your Elastic sales rep EBS Integration (ebs-integrations-user@elastic.co)."

Has anyone else experienced this, or does anyone know how I can resolve it? I'd appreciate any advice on how to get my case reopened or how to contact Elastic for a refund.

Thanks in advance!

2

How did you open the support case?

If you go to https://support.elastic.co/ you can open a billing case, which I think will work even if your subscription has ended (but I may be mistaken - it's not an area I work on).

3

Tried again @TimV but it goes to suspended status the same way.

4

Hi @Luis_Felipe_Antunes - Our Customer Service Representative Team is now taking care of your case. Please follow-up with Kate if there are any concerns. Thank you :pray:

5

Hi @ropc,

Yes, I believe everything will be resolved soon. Thank you! :pray: