Billing question - payment restored account but droplet had already been purged

Hello,

I’m hoping someone from the DigitalOcean team might be able to clarify a billing situation or review it.

I had a droplet on my account that went past due. According to support, the droplet was retained for a period of time while the account was suspended and charges continued to accrue during that time. Eventually the droplet and its data were purged after the retention window.

Per the Digital Ocean account workflow, I paid the outstanding balance of $126 in order to restore the account and regain access to the droplet. The website only indicated my that my droplet was ‘off’, not destroyed.

After paying, I learned that the droplet had already been permanently deleted and could not be restored. The payment therefore restored only the account itself, not the infrastructure associated with the charges.

Support has explained the policy clearly, and I understand that droplets are eventually purged after nonpayment. My confusion is more about the practical outcome: the payment resolved charges tied to services that no longer existed by the time the account was reinstated, and the website incorrectly notified my that my droplet was available to be quickly turned back on when it was, in fact, already destroyed.

I’m wondering whether someone from the billing team might be willing to review the situation to see whether the payment could potentially be applied as account credit so I can rebuild the environment on DigitalOcean.

If we can find a reasonable resolution, I would prefer to rebuild my infrastructure on DigitalOcean rather than move the project elsewhere.

I appreciate any guidance or review someone might be able to provide.

Thank you, Alex Neary