Answers to the most frequently asked questions.
How do I update the billing information on my Intermedia account?
Why is it important to maintain current contact information in my Intermedia account?
Why has my account been disabled or deleted for non-payment?
How do I go about canceling my Shared Web hosting account?
If my Shared Web hosting account is terminated, or scheduled for termination for non-payment, is there a way to restore the account, and if so, how much will that cost?
Can you please mail me my billing statement?
Can I pay with a check or money order for my Shared Web hosting or Shared Exchange hosting account?
I would like to pay on a yearly basis, but my account will not allow me to change from month-to-month billing to a 12-month contract. How do I accomplish this?
If I believe my credit card has been double-billed, can you investigate?
I need to login to my account – can you provide me with my password and username?
How can reduce my disk space for mail or web site content?
I tried to cancel my 12-month contract but am unable to do so through HostPilot. How can I cancel my account?
I have a Shared Web account and I see there are lower rate plans available now. How can I change to a current plan, and why was it not done automatically?
How do I terminate my Shared Exchange account?
My question is not addressed on this FAQ page. Where can I submit my Billing or Customer Service related question?
- How do I update the Billing Information on my Intermedia account?
Log into HostPilot for your account at https://www.intermedia.net/login/default.asp. Be sure to select the proper platform for your account in the drop down list. Once you are logged into HostPilot, go to the Account menu > Billing Information page to update your Billing Information.
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- Why is it important to maintain current contact information in my Intermedia account?
Our systems are set up to send most communications through email. Messages such as Invoice notifications, Transaction notifications, Disk Quota issues, Bandwidth issues, etc. are all sent through email. Also, if you communicate with our Tech Support staff by opening a Trouble Ticket from within HostPilot, their reply will be to the Contact email address on your account. If you fail to maintain valid contact information in your accounts, you may miss an important message concerning your account.
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- Why has my account been disabled or deleted for non-payment?
Your account has been disabled or deleted for non-payment because the credit card we have on file consistently fails when our system tries to charge the balance due for your account’s monthly fees. On the first of each month, our system attempts to charge the credit card of record for monthly fees. If we are unable to do so, our system sends an email to the email address you have listed in the Billing Information page. This process is repeated each business day of the month on all active accounts for which we have been unable to secure payment. When there is an outstanding balance due on your account for over 5 business days, your account is automatically Disabled for Non-payment. To re-enable your account, please update your Billing Information through HostPilot. When you log into your account, it will take you to a page that displays your Billing Information. Updating this page with valid credit card information and clicking on any of the buttons to "Charge Credit Card" will automatically reactivate your account.
If you have checked your Billing Information in HostPilot and believe there should be no problems charging monthly fees for your account, please verify the accuracy of the Billing Information in HostPilot and/or contact your Credit Card bank and they may be able to assist. The most common reasons transactions fail are:
- Expiration date for credit card information in HostPilot has passed and wasn’t updated with the new expiration date (update cc info by logging into HostPilot)
- Credit card limit won’t allow for the amount of the current transaction (contact bank or check to see if recent payment to credit card has posted to your cc account).
- Verisign address verification for the credit card failed (Log into HostPilot and correct Billing Information address for your credit card).
- A hold may have been placed on the credit card account by the bank (contact credit card bank).
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- How do I go about canceling my Shared Web Hosting account?
For accounts on Month-to-Month contracts, log in to Hostpilot at http://hosting.intermedia.net. Go to the Account Menu > Termination page > Begin Termination. You can either set the account to terminate at the end of the current term (end of the month), or terminate immediately.
Note: Once your account is terminated, all content will be permanently deleted from our servers.
For accounts that are on 12-month contracts, you can terminate in one of two ways. You can log into Host Pilot and set the account to terminate at the end of the current contract, OR you can send a request to our Billing Department to terminate the account immediately. If you choose to terminate the account immediately, and there are more than two full calendar months remaining on your current contract, you may be eligible for a refund of unused monthly fees. Our current contract states that 12-month contracts terminated early are subject to a two month Early Termination Fee and any pre-paid fees beyond that are refunded to the credit card of record.
Note: Once your account is terminated, all content will be permanently deleted from our servers.
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- If my Shared Web Hosting account is terminated, or scheduled for termination for non-payment, is there a way to restore the account, and if so, how much will that cost?
If your account was terminated for non-payment, there is no way to recover site content, mail, or other data. If the account is scheduled for termination due to non-payment, there is $40 restoration fee plus the past due balance for the Shared Web Hosting account. Please contact the Billing department at (650) 641-4000 option 4 and verify that you are the account owner by providing the first four and last four digits and expiration date of the credit card currently on the account. Then you can provide new credit card information for us to charge the fees associated with restoring the account.
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- Can you please mail me my billing statement?
Billing processes for our Shared Web and Shared Exchange accounts are automated. We do not mail invoices, but you can print the invoice from within HostPilot by logging into your account at https://hosting.intermedia.net and then go to the Account Menu > Transactions page. Click on the account username and it will display a list of all charges for that account. You can click on any of the Transaction IDs to view an invoice for that particular transaction, and then print this for your records.
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- Can I pay with a check or money order for my Shared Web Hosting or Shared Exchange Hosting account?
Due to the number of accounts we host, our payment systems for Shared Web Hosting and Shared Exchange Hosting are all automated and are done through credit card transactions only. We do offer the ability to pay for an entire year up front for current plans, which you can do by logging into Host Pilot for your account and select the Change Plan option in the Account Menu. From that page, you can change the contract term and it will charge for a full year at once, rather than having to pay monthly. This will also reduce the cost of your monthly fees, as 12 month contracts offer a discounted rate vs. monthly contracts.
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- I would like to pay on a yearly basis, but my account will not allow me to change from Month-to-Month billing to a 12 Month contract. How do I accomplish this?
Current plans have the option to be billed on a yearly basis. If your account is a Win2K plan or earlier, you will need to first upgrade to a current plan. To do this, log into HostPilot and go to the Account Menu > Change Plan page and click the button to Change Platform. There, you will be able to migrate to a current plan and have the option of yearly billing.
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- If I believe my credit card has been double-billed, can you investigate?
If you believe your account has been double-billed, we can investigate this by checking the transactions on our payment gateway. If our bank statement shows a double billing, we will automatically issue you a refund. If we can not find a double billing after verifying with our bank, you will need to fax us over a copy of your bank or credit card statement to (646) 619- 4043. Underline the double charge transaction; if you have been double charged, further investigation will be done and we will resolve this matter as quickly as possible.
*When faxing, please write "Attention: Billing Department" on the fax, and include your account username for reference.
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- I need to log in to my account – can you provide me with password and username?
Please e-mail or call our Customer Service Department – csr@intermedia.net or (650) 641-4000 option 5. In your request, you will need to verify that you are the owner of the account. Please provide the first four and last four digits of the credit card on the account and also the expiration date of the credit card. To identify your account without the username, we will need to search all accounts on our systems for your domain name, so please include that in your request as well.
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- How can reduce my disk space for mail or web site content?
If you received a notice that you have exceeded your disk quota, you can take steps to reduce the amount of storage space on the server. There is information in the notice that instructs users how to do this. If you need additional information, please contact support@intermedia.net and our Support staff can provide you with information necessary to properly manage your disk space usage. If you are paying for additional storage space and have eliminated the need for additional quota for your account, you can lower your Mail Server quota to the amount allocated on your plan by logging into HostPilot and then go to the Mail Server > Settings > Disk Space quota page. Here you can change it back to the desired amount and then Save Changes. For web site content disk quota, log into Host Pilot and go to the Web/FTP Server Menu > Disk Quota page.
Note: Any time a disk quota value is raised, it triggers a charge to your credit card. If you do not have a need for additional storage space, it is important that you read and follow the instructions on the warning notifications regarding disk quota overage. These notices provide information on how to avoid charges for exceeding disk quotas.
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- I tried to cancel my 12 month contract but am unable to do so through HostPilot. How can I cancel my account?
For accounts that are on 12 month contracts, you can terminate in one of two ways. You can log into HostPilot and set the account to terminate at the end of the current contract, OR you can send a request to our Billing Department to terminate the account immediately. If you choose to terminate the account immediately, and there are more than two full calendar months remaining on your current contract, you may be eligible for a refund of unused monthly fees. Our current contract states that 12 month contracts terminated early are subject to a two month Early Termination Fee and any pre-paid fees beyond that are refunded to the credit card of record.
Note: Once your account is terminated, all content will be permanently deleted from our servers.
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- I have a Shared Web account and I see there are lower rate plans available now. How can I change to a current plan, and why was it not done automatically?
Log into your account at https://hosting.intermedia.net. Once you are logged in, select the Change Plan option in the Account Menu to the left. Then click on the Change Platform button to select a new platform and plan. When you do this, as with any Shared Web Hosting plan migration, you will need to select a new, unique username (you can simply add a 1 to the existing username – example: test > test1, or you can change the username altogether).
Once you have submitted this migration request, our Support staff will copy the content of your current account to a new server and send you an e-mail with the IP Address for the new account. You will receive an e-mail that asks you to check the content and communicate with Tech Support to verify that you have done so and that you wish to complete the migration by moving the mail and domains to the new server. If you fail to follow up with Tech Support and complete the migration, you will be charged for both the old and new accounts on the first day of the following month, because the final step of migration is terminating the old account, so please be sure you communicate with Tech Support throughout the process.
Plans are not automatically updated by Intermedia because each customer has different modules/content working with their service, and to avoid making changes that might affect the customer’s service, migrations must be initiated by the customer, who can choose the plan they feel will work best for them.
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- How do I terminate my Shared Exchange Account?
Termination of your Shared Exchange account is a serious matter and is irreversible. Because of this, we have safeguards in place to prevent accidental termination of Shared Exchange accounts. Please contact our Customer Service Department to terminate your account. You will need to have your hosted Exchange account username, password, the first four and last four digits of the billing credit card and expiration date ready to validate your authority to take such action. You can reach our Customer Service Department at 1-650-641-4000. Hours of operation are Monday – Friday, 8am – 4pm PST.
If you are calling outside of business hours or if you reach voice mail, please leave the following information:
1) your name
2) account username
3) password of account
4) first four + last four digits of the billing credit card and expiration date
5) be sure to say that you are calling to terminate your hosted Exchange account
6) reason for termination
You may also request termination of your hosted Exchange account via e-mail. Please include the information above in an e-mail to csr@intermedia.net.
Note: On the first of each month, Intermedia pays Microsoft licensing fees for your Exchange mailboxes for the entire month. This is a non-refundable fee, and as such, we do not offer monthly fee refunds or pro-rated credits for termination of Exchange accounts that take place during the month. Once we have paid for the license fees for your mailboxes at the start of each month, your Exchange Hosting fees for that month are non-refundable.
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- My question is not addressed on this FAQ page. Where can I submit my Billing or Customer Service related question?
If you have a question that is non-technical in nature that is not addressed on this FAQ page, please submit your question to us and we’ll provide you with a prompt response. If your question is one that is asked frequently, we’ll add it to the FAQ page.
Submit Billing questions to billing@intermedia.net
Submit Customer Service questions to csr@intermedia.net.
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