Billing & customer service FAQ

This page contains answers to the most common customer service and billing questions. If you cannot find find the answer you seek, feel free to contact us.

General usage and troubleshooting questions

Billing Questions

Customer service questions

Partner/reseller questions

30-day trial questions

Key billing dates during each month

General usage and troubleshooting questions

I'm an Intermedia customer and I can't log in. What should I do?

Intermedia admins and users can log in here.

  • Users. If you’ve forgotten your password, please contact your account administrator for help.
  • Admins. Click the “Forgot your password” link and follow the instructions. If you do not know your admin email address or the answer to your security question (or if you have not set it up), contact customer support using the information at the top of this page.

Please note: To protect your account, we cannot assist customers that are not registered as an Account Contact for your company.

I’m an Intermedia partner and I can’t log in. What should I do?

Intermedia partners can log in here.

  • If you can’t log in, click “Forgot password” and follow the instructions.
  • If you do not know your email address or the answer to your security question (or if you have not set it up), contact customer support using the information at the top of this page.

My Intermedia services are not working. What should I do?

First, try logging in to your control panel. Here are some other reasons your services may not be working:

  • Disabled for non-payment. If your account is disabled for non-payment, you’ll be taken to a screen that allows you to pay the outstanding balance and automatically reactivate your account.
  • Disabled for policy violation. If your account has been disabled for a policy violation, you will be directed to contact our technical support department. A representative will explain the violation and how you can get compliant with our acceptable use policy.
  • Termination. If the account was terminated, either by you or by Intermedia, you will not be able to login. Please contact customer service using the information at the top of this page.
  • Cannot log in. If you can log in to your account and do not see any customer service or billing messages, contact technical support immediately at (800) 379-7729, option 3.

Where can I get more information about using or managing my Intermedia services?

Intermedia maintains an extensive Knowledge Base with setup instructions, how-to’s and other useful information. You can access it at kb.Intermedia.net.

Billing Questions

I haven’t been receiving notification of charges made to my credit card. What should I do?

If you are designated as the billing contact for your account, you should receive an email each time a transaction occurs between your credit card and Intermedia.

First, verify that your contact information is set up correctly. Log in to your account and verify that you’re the authorized billing contact and that your email address is correct. Also, please check your spam folder.

I received an email that my credit card was declined. What should I do?

First, verify that you have the correct credit card account on file. Log in to HostPilot, click the word “Account” and select the billing information page. If that information is correct, call your credit card provider to understand why the payment was declined. If there are no problems with your provider or your data, then the charge will likely be successful on the next attempt. If the problem persists, please contact customer service using the information at the top of this page.

I have not been receiving notification of charges made to my credit card. What should I do?

If you are your account’s billing contact, you should receive an email each time a transaction occurs between your credit card and Intermedia.To verify that your information is correct, log in to HostPilot, click the word “Account” and select the accounts contacts page.

If the correct email address is listed, check your spam folder to see if the notifications are being redirected.

How do I get hard copies of my company’s transactions with Intermedia?

You can get hard copies of all charges made to your credit card using HostPilot.

  • Log in to HostPilot
  • Click the word “Account”
  • Choose the account balance page
  • Click Transaction Detail ID for any charge
  • Click the link for a payment to view or print a payment receipt, or to view an itemized breakdown of the billing

Customer service questions

How do I change my service plan or upgrade my services?

You can do this within HostPilot. Just log in to HostPilot and click the word “Account” to see the options available under Plans and Pricing for changing or upgrading your services. You can also compare plans here to insure your needs are fulfilled.

You can only change an annual plan into a monthly plan at the end of your contract term. Upgrades to annual plans from monthly contracts can be done at any time.

If you need to remove a service from your account, please contact the customer service team using the information at the top of this page.

What is the difference between a monthly contract vs. an annual contact?

Annual contract plans offer lower prices than monthly contract plans. If you cancel an annual plan early, you will be subject to an early termination fee. Please review section 2.2b of Intermedia’s MSA for more details about terminating your account mid-contract and how the early termination fee is calculated.

How do I cancel my account and terminate services?

Log in to HostPilot, click the word “Account” and navigate to the Termination page.

Follow the steps to either terminate your account on the spot, or schedule your account for termination at the end of the current term.

If you are on an annual contract, you will only have the option to schedule your account to be terminated at the end of your current contract term. If you need to terminate your account mid-contract, you will be subject to an early termination fee. (Please review section 2.2b of Intermedia’s MSA for more details.)

You can also contact our customer service team to cancel your services. You can reach customer service using the information at the top of this page.

Note: All data and content associated with your account is deleted 14 days from account termination.

How do I restore my services with Intermedia after I terminated my account?

You can reactivate within 14 days after termination without losing your account data. There is a $40 fee to reactivate a terminated account, as well as the receipt of any past-due balance owed. Once you have agreed to pay the fees, and we have verified you have the authority to take this action, your account will be restored.

How do I designate a new account administrator and remove the previous contact?

The simplest way to designate a new administrator is do so before your current one has left your company. Your administrator can follow the following steps:

  1. Log in to HostPilot
  2. Navigate to the Account Contacts page
  3. Create a new administrator account
  4. Switch permissions so the new administrator is now listed.

You can then chose to leave the previous administrator as a secondary contact or delete their account to completely remove access.

If your administrator cannot log in to your account, please contact customer service using the information at the top of this page.

I received a disk quota warning. How do I reduce my disk space?

Your quota notification describes which quota you’ve exceeded. To avoid penalty, you need to either delete content or increase your quota (which increases your monthly bill). You have a five-day grace period after a quota notification before a penalty is applied.

Please note that the system may automatically increase your quota to protect you (which will increase your monthly bill). After you delete content, be sure to check the Additional Disk Space Purchased field within HostPilot to verify and, if necessary, reduce your storage quota.

In addition, please note that disk space is recalculated each night. After you delete content, you must wait 24 hours before lowering your quota within HostPilot.

If you have questions, contact our technical support team for information about properly managing disk usage.

Partner/reseller questions

How does billing work for the Partner Program?

Billing under Intermedia’s Partner Program is processed in arrears. This means that the complete balance for the previous month is due at the start of the current month.

To review your balance, log in to the Partner Portal. Go to the Billing tab and select My Balance to see current charges. By selecting the previous month from the dropdown menu, you can review all the monthly fees and services that will be due at the start of the month.

What options do partners have for processing end user payments?

Intermedia offers seveal options for billing your end user account.

  • Billing through the Partner Portal. To set up end user payment processing, you need to enable End User Billing for your account. Please contact customer service for assistance using the information at the top of this page.

    Once activated, you can input end-user billing right from the Intermedia partner portal.

    • Log in to the Partner Portal
    • Navigate to the Billing > Customer Billing Tools > Payment Processing page
    • Set up your end user accounts for payment processing.

    As a part of setting up your end user accounts, you will need to have or create a merchant account with an authorized payment processing provider. You can choose from PlayFlow and Authorize.net. (Separate fees map apply for these services.)

    Once your payment processor account is set up, log in to the Partner Portal and enter the required information on the payment processing page. You can complete end-user billing on the payment processing page under Customer Billing Tools.

  • Billing through ConnectWise. If you are already using ConnectWise to invoice your customers, you can export all the customer information you need from Intermedia’s Partner Portal into ConnectWise’s system for integrated and simplified payment processing. Contact your Partner Development Executive for more information.

How do I disable an end user account for non-payment?

To disable an end user account:

  • Log in to the Partner Portal
  • Select Customer Account Management
  • Go to the Active Accounts page
  • Locate the end user account
  • Select the Modify Account option
  • Click on Change Account State to disable their service status

To reactivate an end-user account, follow the same instructions and choose the option to enable their service.

Please note: disabling an end-user account is not the same as terminating it. If the account is not terminated before the 1st of the month, it will be considered active account and all mailboxes and services will be charged necessary licensing fees. Please make sure to terminate any necessary accounts prior to your monthly billing.

How do partner administration permissions work?

Here’s how you find informaiton on these permissions:

  • Log in to the Partner Portal
  • Navigate to the homepage
  • Click Product Materials
  • Look for the Release Notes section
  • Review Realese Notes 1.55 for information on permissions and notifcations

I have resold a few accounts as an Intermedia Advisor. Why haven’t I received my commission payment yet?

There are a number of reasons why you may not have received a payout for your commissions earned:

  • Have you submitted your W9 form? Every year, you must complete and submit your W9 form to be eligible to receive commission payments. You will find the W9 form on the Get Started page inside of your advisor portal, under Step 2.
  • Have you reached a commission payout amount of $100.00 or greater? Our Advisor program sends commission checks once you reach $100.00 or more for payout. To review your current commission balance, please navigate to the Advisor Model > Reports page and click on the Commissions Pending tab.

30-day trial questions

Why was I billed for Intermedia’s 30-day trial?

Our 30-day trial is an option that allows accounts that are less than 30 days old to terminate their service or subscription without incurring early termination charges and with a refund of service fees. Your account will be set up with a monthly billing plan unless you terminate within the 30 day trial period.

To terminate your service, contact the Customer Service/Billing department within the first 30 days. Upon cancellation, Intermedia will refund any monthly reoccurring mailbox fees to your credit card.

More information regarding our 30-day trial is available on our Legal page.

I terminated my Intermedia account within the 30-day trial. Why haven’t I received a full refund?

If you have not received your refund, please contact customer service using the information above.

Key billing dates during each month

1st calendar day of the monthCharges for all accounts are due and are processed. Initial payment problem email notification is sent for all accounts that fail to process.
2nd – 4th business day of the monthCharges for remaining balances are processed, with no email notifications sent.
5th business day of the monthCharges for remaining balances are processed. Second payment problem email notifications are sent for all accounts that fail to process.
6th business day of the monthCharges for remaining balances are processed, with no email notifications sent.
7th business day of the monthCharges for remaining balances are processed. Third and final payment problem email notifications are sent for all accounts that fail to process.
8th business day of the monthCharges for remaining balances are processed, with no email notifications sent.
9th and 10th business days of the monthCharges for remaining balances are processed.
11th business day of the monthCharges for remaining balances are processed, and all remaining delinquent accounts are disabled for non-payment.**
20th calendar day of the monthAll payment extensions expire. Charges for these balances are processed, and all remaining delinquent accounts are disabled for non-payment.
25th calendar day of the monthAll delinquent accounts are terminated for non-payment.

Please note: If your cancelation date falls on a Friday, Saturday, or Sunday, termination will occur on the following business day.

** With the exception of accounts that have a payment extension in place. We can grant a payment extension to the 20th of the month, but if payment is not successful by that date, affected accounts are disabled for non-payment on that day. If we are unable to collect the balance by the payment extension date, the account may be terminated without notification.

Contact Customer
Service and Billing

Hours
Monday-Friday, 9 AM to 8PM EST

Call
1-800-379-7729, option 4

Fax
1-408-636-0413

Please note:
Our response time is always slightly longer during the few days before and after the first of the month.