# FAQ

#### Why did my card get declined? <a href="#contentify_0" id="contentify_0"></a>

Take a look at which cards are accepted by each payment partner: **VNPay, PayPal, and Stripe**.

Card declines are more common than you think, and the reasons might not always be clear.

***

#### Can I withdraw my unused balance? <a href="#contentify_1" id="contentify_1"></a>

No. These credits are **non-refundable** and can only be used for **AI Factory services**.

***

#### Do I have to pay tax for the usage of the FPT AI Factory? <a href="#contentify_2" id="contentify_2"></a>

Yes. Tax is applied to service usage and complies with the tax laws of **Vietnam** and **Japan**, where our legal entities are established to provide services.

***

#### How can I obtain tax invoices? <a href="#contentify_3" id="contentify_3"></a>

Please send the following information via email within **24 hours** after successfully adding credit:

📧 **Vietnam region**: <support@fptcloud.com>; <cskh@fptcloud.com>\
📧 **Japan region**: <support@fptcloud.jp>

**Required information:**

* Tenant name
* User email address used for the top-up
* Customer name (Individual)
* Company name
* Tax code
* Address
* Payment amount and payment date
* Proof of payment (screenshot)

***

#### Which services of FPT AI Factory are eligible for billing? <a href="#contentify_4" id="contentify_4"></a>

Currently, AI Factory Billing supports these services:

* **GPU Container**
* **AI Studio**: Model Fine-tuning, Model Hub, Model Testing (Interactive Session)
* **AI Inference**: Model as a Service (AI Marketplace)

***

#### Where can I check the credit transaction? <a href="#contentify_5" id="contentify_5"></a>

Navigate to the **Credit History** tab on the **Billing page** (left menu sidebar).

***

#### Can my credits be used in both the Vietnam and Japan regions? <a href="#contentify_6" id="contentify_6"></a>

No. Your balance is **divided by region** and follows the tenant. Each tenant belongs to only one (1) region.


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