Your order shows pending — provisioning timeline and when to follow up

You placed an order, paid the invoice, and the service shows Pending in your dashboard. This article explains what's happening during that window, how long it normally takes, and when it's worth pinging support.

What "Pending" means

A new VPS order moves through three states:

1. Pending payment — invoice not yet paid, or payment is still clearing. No provisioning work has started.
2. Pending — payment received, the order is in the provisioning queue. The automated build is running or about to run.
3. Active — the VPS is ready. You'll receive a welcome email with the IP, root password, and portal link.

Normal timing

• Linux VPS — provisioned within minutes of payment clearing. Welcome email lands within 15 minutes for most distros.
• PBX VPS (FreePBX®, FusionPBX®) — same VM build is fast, but the PBX install layer adds time. Plan on 30 to 60 minutes from payment to welcome email.
• Specialty distros (Vicidial-style, custom templates, legacy stacks) — these aren't fully automated and a human needs to run the install. Allow up to one business day. If you ordered outside North American business hours, allow until end of the next business day.

Why an order can stay "Pending" longer

• First-time customer, fraud review — new accounts go through a quick verification step. Usually cleared within an hour during business hours; can take until next business day if you ordered overnight.
• Payment held by the gateway — your card issuer flagged the charge for review. The portal shows the invoice as paid but the funds haven't actually cleared yet. Check your card statement for a "pending" authorization; if you see one, the order is waiting on your bank, not us.
• IP allocation queue — if you ordered a product variant that requires a specific IP block (extra IPv4 addresses, custom rDNS at order time), the build waits for an IP to be assigned.
• Custom resource configuration — if you ordered something the standard automation doesn't cover (CPU/RAM/disk combinations outside the cart presets, custom kernel, multi-VPS reseller bundles), a human picks up the order and provisions manually.

When to follow up

• Standard Linux VPS, no welcome email after 1 hour — open a ticket in the Virtual Private Server department. Include the order number from your invoice.
• PBX VPS, no welcome email after 2 hours — same as above.
• Specialty distro / custom config, no progress after one business day — open a ticket. Note that "business day" for LYLIX is Monday–Friday, North American Eastern time.
• You urgently need it sooner than normal — open in the Emergency department with the order number and a one-line reason. We can prioritize when there's a real reason to.

What not to do

• Don't re-order. If your order is sitting in Pending, placing a second order doesn't speed it up — it just creates a duplicate that you'll have to cancel and that ties up another IP. The same provisioning queue handles both.
• Don't pay another invoice for the same order. If you accidentally got two pending invoices, pay one and contact billing about the other. Pre-paying a year doesn't speed up provisioning.
• Don't assume "Pending" means we forgot. Tickets opened within the normal timing window above just pause provisioning while we respond. Wait the window, then ticket if needed — that's faster overall.

What's in the welcome email

Once provisioning completes you'll get an email containing:

• Your VPS hostname and IP address(es).
• The initial root password. Change it on first login (passwd), then disable password auth and use SSH keys — see SSH hardening on a new VPS.
• A link back to the customer portal for the new service.
• Distro-specific notes if applicable (e.g., FreePBX initial login URL, default GUI credentials).

If you never got a welcome email but the portal shows the service as Active, check spam — and confirm the email address on file is current under Account → Profile.