Hi @vino2000,
Thanks for reaching out. I understand the frustration -- your trial credits ran out, your card was declined, and now you have received an email pointing you to the NetSuite Customer Payment Portal but you cannot log in or reset your password.
WHAT IS HAPPENING
Databricks uses Oracle NetSuite as its invoicing and payment platform. When there is an outstanding balance on your account (for example, after trial credits are exhausted and a card payment fails), the system may send you a payment link to the NetSuite Customer Payment Portal. This is a legitimate Databricks billing communication.
STEPS TO RESOLVE THIS
Since you are unable to log in to the NetSuite portal and the password reset is not sending emails, here is what I would recommend:
1. Open a support case through the Databricks Help Center at https://help.databricks.com -- select a billing or account-related category. Even if your workspace is suspended, you should still be able to file a case through the help center.
2. If you are unable to access the Help Center, send an email directly to billing@databricks.com. Include:
- Your Databricks account ID or workspace URL
- The email address associated with your account
- A mention that you received the NetSuite payment portal link but cannot log in
- A screenshot of the email you received (this helps the billing team locate your account quickly)
3. If you originally signed up through a cloud marketplace (AWS Marketplace, Azure Marketplace, or Google Cloud Marketplace), your billing may be handled through that cloud provider instead. Check your cloud provider's billing console to see if the Databricks subscription appears there.
4. If you would like to update your payment method directly, you can try logging into your Databricks account console at https://accounts.cloud.databricks.com (for AWS) or https://accounts.azuredatabricks.net (for Azure) and navigating to the billing or subscription settings to update your credit card on file.
A FEW TIPS
- Double-check that the NetSuite payment email went to the same email address you used to register your Databricks account. Sometimes the billing contact and the admin user are different.
- Check your spam or junk folder for the password reset email from NetSuite.
- If you signed up for the free trial with a personal email but your organization is handling payment, you may need to coordinate with your company's accounts payable team.
USEFUL REFERENCES
- Databricks account management: https://docs.databricks.com/en/admin/account-settings/index.html
- Databricks Help Center (for support cases): https://help.databricks.com
- Databricks pricing and plans: https://www.databricks.com/product/pricing
The billing team is the best resource for resolving payment portal access issues since they can verify your account details, resend the portal invitation, or help you set up an alternative payment method. Hang in there -- once you connect with them, this should be straightforward to sort out.
Hope this helps!
* This reply used an agent system I built to research and draft this response based on the wide set of documentation I have available and previous memory. I personally review the draft for any obvious issues and for monitoring system reliability and update it when I detect any drift, but there is still a small chance that something is inaccurate, especially if you are experimenting with brand new features.
