Frequently Asked Questions

Intermedia Customer Service/Billing

As a department, our Customer Service/Billing staff has a single goal in mind— that is to help make your experience with Intermedia as smooth as possible by assisting in whatever way we can, whether that’s to assist with an account-related issue, explain fees, help you get logged into the HostPilot Control Panel so you can manage your account, answer questions about account management, help with a plan change, or direct you to the proper channel within the company.

Please note that our department’s workload is extremely heavy in the few days before, and the week after, the first of the month, due to our billing cycles. During periods of high workload, response time to email is slower than at other times of the month, but rest assured that every email is answered. If you have an urgent need in the last few days or first week of any month, please call our department for assistance, rather than email.

Our department thanks you for taking the time to view our pages of the Intermedia corporate web site. Please let us know if there is anything we can assist with, and we’ll always be happy to help.

Best regards,
Customer Care Manager
Intermedia

General Questions:

These are the most frequently asked questions from customers that have contacted our Customer Service/Billing Department. We hope you will find the information below helpful.

Q. What’s the most important piece of advice the Customer Service/Billing Department could give to a customer?

A. Always maintain current contact information for your account. Depending on the platform and plan, you are allowed a specific number of Account Contacts for your account, and each contact should always have current contact information available.

Q. Anything else?

A. Yes. Aside from this FAQ page, the Intermedia Knowledge Base is full of useful information that can help you manage your account, users, and other facets of your plan. Most questions that come into our Tech Support department are answered in the Knowledge Base, and can save customers time and money, when used as a valued resource. Please add the Intermedia Knowledge Base to your Browser Favorites/Bookmarks, for future reference.

Q. What is this HostPilot Control Panel, that I hear so much about?

A. The HostPilot Control Panel is a comprehensive account management user interface developed by Intermedia, that enables you to fully manage your account and users. You can assign Account Contacts to assist with account management, and you have full control over the level of access they have in the HostPilot Control Panel.

Q. I can’t log into the HostPilot Control Panel.

A. When you set up the Account Contacts for your account, it required that you enter an email address for your contact. That email address, along with your password, are your login credentials. If you are unable to log into the HostPilot Control Panel at http://www.intermedia.net/login/, there is a Forgot your Password? link on that page that will reset your password and send it to the email address on your Account Contact.

If you are still unable to log in, please give our department a call during business hours, and we’ll be happy to assist.

Please note that Tech Support cannot assist customers that are not registered as Account Contacts on your account. If you are unable to log into the HostPilot Control Panel, please contact the Customer Care department to get that issue resolved, prior to contacting Technical Support for assistance.

Billing Questions:

Q. I received an Email about a charge to my account, Where can I view more details in regards to this charge and other charges?

A. Log into your HostPilot Control Panel (http://hosting.intermedia.net), navigate to Account > Account Balance screen and you will see a list of Transactions, some in blue and some in black. By clicking the “Transaction Detail ID” link for any transaction, you will either see a thorough breakdown of that specific charge (blue link) or a receipt for that specific charge (black link).

Q. I received an Email about a failed attempt to charge my credit card and I know I have funds in the account. What should I do to resolve this so that there is no interruption in my service?

A. This is our most common response to failed transaction notifications. Our advice is to contact the credit card bank and verify adequate credit is available, then log into the HostPilot Control Panel to be sure you have correct information in the Billing Information page. We attempt to run charges for all delinquent accounts each business day, so if there are no problems with the bank or the data you have in the HostPilot Control Panel, the charge will likely be successful on the next attempt. If you have received more than one of those notices, our advice would be to enter different credit card information so that the charge is successful. To do so, log into the HostPilot Control Panel (http://hosting.intermedia.net) and navigate to Account > Billing Information page.

Q. I see all these charges from Intermedia on my credit card statement, but I was never notified of these charges?

A. If you are a Billing Contact (having Billing Rights setup with your Contact Information) an E-mail is sent to you each time a transaction occurs between your credit card and Intermedia. Log into the HostPilot Control Panel and check to see that your Account Contact information is updated with the correct E-mail Address, and that your Account Contact has been assigned Billing Rights. Also it is possible that the Email is being re-directed to another E-mail Address or Folder (like a SPAM Folder), but you would have to check your Outlook client settings to see if this is the case.

Q. My website and/or E-mail service is down. Why has my account been disabled or deactivated?
A. If you find your web site or email is not working, the first thing you should do is attempt to log into the HostPilot Control Panel for your account.

• If the account is disabled for non-payment, you will be taken to a screen that will allow you to settle the outstanding balance, which will automatically enable your account at the time of payment.
• If the account is disabled for Policy Violation, you will see a message that tells you to contact Tech Support. They can explain the violation, and get you information so that you can be compliant with our Acceptable Use Policy. It is important that your account does not negatively affect other accounts in our environment.
• If the account was terminated, either by you or by Intermedia, you will not be able to get past the login screen, and should contact our Customer Service/Billing department, at that point.
• If you are able to log into the account, that means your account is active and is not in any type of disabled or terminated state. In this case, if services are not working for you, you should contact our Tech Support Department.

Q. I recently had some fraud activity or my credit card(s) have been stolen, how do I update my account with new credit card information?

A. You can update your Credit Card information by logging into your HostPilot Control Panel (http://hosting.intermedia.net) and navigating to the Account > Billing information page to update your Credit Card information.

Q. Our Company requires a hardcopy of the billing records from the services we purchase from Intermedia, can you please mail me my billing statement?

A. You can get hard copies of all invoices, for charges made to your credit card. Log into the HostPilot Control Panel (http://hosting.intermedia.net) and navigate to the Account Menu > Account Balance page and you will see a list of Transactions; some in blue and some in black. By clicking the “Transaction Detail ID” link for a Charge, you will see a thorough breakdown of that specific charge (blue link). If you click on the link for a Payment (black link), you will see a printable invoice that can be printed, so that you have a hardcopy of this invoice for your records.

Q. Our company is moving away from paying bills via Credit Card. Is there a way we can be invoiced so that we can pay by check or money order?

A. We do have an Invoicing Program that is geared towards customers with very high value accounts. To be eligible, your account must be a Private Label Reseller account, a dedicated server account, or an Enterprise Exchange 50 mailbox plan or higher. If your account meets the criteria to be eligible for our Invoicing Program, please contact the Customer Service/Billing Department for a Credit Application. Once that has been completed by you and returned to us at the fax number provided on the form, our Accounting folks will process it and notify you within 2 business days, as to whether you are accepted into the program. Please note that accounts accepted into the Invoicing Program are subject to an invoicing fee. All invoices include a $25 Invoice Processing Fee that is not eligible for waiver.

Q. I believe my credit card has been double-billed. Is there any way you can tell if it has?

A: Just about every time we get this question, it’s not that the customer has been double-billed, but that the transaction was submitted more than one time. This could occur if there was a problem with an initial charge (either monthly fee or fees at the time of account creation) that failed. We will attempt to push the charge through a second time in these cases, and some credit card statements show multiple transactions, however if you look at them closely, there should never be more than one “Sale”. There may be additional Authorizations, but Intermedia does not act on Authorizations if the payment does not immediately follow. If you believe your account has been double-billed, we can check our payment gateway, and will promptly refund any errant billing transaction on the spot.

Customer Service:

Q. How do I cancel my account and terminate services?
A. Login to the Hostpilot Control Panel at http://hosting.intermedia.net, and navigate to the Account Menu > Termination > and then 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 would prefer to call our Customer Service team to perform this action, you may contact us at (800) 379-7729. We will verify ownership of the account, ask for the reason for termination, and then process the termination of your account.

Note: All data and content is deleted from our systems 25 days after an account is terminated. This means you have 25 days to reverse an account termination, but after that time, no data is available. There is a $40 fee to restore a terminated account, and the fee is not eligible for a waiver.

Q. How to update the credit card information for my account?

A. Login to the Hostpilot Control Panel at http://hosting.intermedia.net, and navigate to the Account Menu > Billing information. Once on this screen, please fill in the new card information with complete and up-to-date Billing Address information, then save the changes. The next time a charge hits your account, it will attempt to charge the new credit card.

Q. I’ve recently terminated my account, but wish to restore my services with Intermedia, how would I go about doing that?
A. Give our Customer Service/Billing department a call at (650) 641-4000, Option 4 or 5, and request that we restore your account. Please note that there are two charges associated with this action that must be paid at the time of account restoration - a $40 restoration fee, plus any past due balance that may be on your account. Once you have agreed to the fees, and we have verified you have the authority to take this action, we will restore the account and run the charges.

Q. I need to login to my account(s) but have lost/forgotten my login information. Can you provide me with my username and password?

A. At http://hosting.intermedia.net, you may use the Password Recovery page for your accounts(s) by clicking on the “I forgot my password” link. Enter your email address in the field in Step 1 and click Submit. If you entered the same email address you have for your Account Contact in the HostPilot Control Panel, the page will refresh and you will be asked your Secret Question. Once you correctly answer the Secret Question, an email will be sent to you with an updated password for your Account Contact. You can reset the password once you have logged into the HostPilot Control Panel.

You may also call our Customer Service/Billing Department for assistance with login issues, and we’ll be happy to help.

Q. I have a Shared Web Hosting account and would like to alter my plan package, how do I make the change to my account from month –to- Month to annual package or vice-versa?

A. Downgrading a plan from a 12 month contract to a monthly contract can be done at the end of a current contract term. It cannot be done in the middle of a twelve month contract. Upgrades from monthly to yearly contracts can take place at anytime. The Plan and Pricing Information page in the HostPilot Control Panel’s Account Menu has options to change contract terms, upgrade or downgrade your plan to a different offering, or view current pricing for your account.

Q. I just received a notice saying that my allotted quota has been reached and that I would be charged soon if I don’t do some clean up. How can reduce my disk space?

A. The E-mail you received should state what specific quota you have exceeded. There are quotas for mail storage, site content storage, SQL storage, Outlook Backup storage, etc. Once you have identified the type of quota you exceeded, you will need to either delete content to get back under quota, or increase your quota, which will increase your monthly billing. Please note that if you do not act on a quota notification, you will be charged for the additional space you are using after five days, so it is important to act on these notices. Once you have removed content to get under quota, be sure to check the HostPilot Control Panel for the Additional Disk Space Purchased field. Please note that disk space is recalculated each night, so if you deleted content today, you will be able to lower the setting in the HostPilot Control Panel tomorrow.

Note: Do not adjust disk quota downward throughout the month. For any reduction in space purchased, make changes at the end of the month. Also, if necessary, contact our Tech Support folks to get information about properly managing your mailboxes and associated disk usage.

Q. What’s the difference between a 3 mailbox Enterprise plan and a 3 mailbox Business plan?

A. Business plans offer ready-to-go Exchange hosting with controls that non-technical staff can manage. Business plans are a cheaper alternative to Enterprise plans.

Enterprise plans offer advanced controls, data center selection to accelerate email delivery, integrated user management, compliance options, and more.

30-Day Trial Questions:

Q. I just signed up for an Account with Intermedia and I’m interested in Intermedia’s 30-Day Trial. Why was I billed?

A. A common misconception to our 30-Day Trial is that it is a “30-Day Free Trial,” when in actuality it is a “30-Day Risk-Free Trial.” The risk-free trial means that you pay for your mailboxes, but in the event that you decide Intermedia is not for you, your mailbox fees are refunded to you. Please note that this does not include Account Setup Fees, Add-on fees such as Blackberry service fees, or any fees other than monthly, recurring mailbox fees. Only monthly, recurring mailbox fees are refunded, should you decide against using our services during the trial period.

If you decide that Intermedia’s Shared Exchange Hosting is not for you, you simply notify us within 30 days of the account creation date, and we’ll terminate the account and refund any recurring mailbox fees to your credit card.

There is detailed information about the risk-free trial on our web site at http://www.intermedia.net/legal/legal.aspx.

Q. I cancelled my Shared Web Hosting account within 30 days, and did not get a refund. Why?

A. The 30 Day Risk-Free Trial is for Shared Exchange Hosting plans. There is no similar promotion for web hosting plans.

Q. I terminated my account with Intermedia within a 30 day period for the 30-Day Trial, why haven’t I received a full refund for this account?

A. There are charges that are not eligible for the risk-free trial. These include all setup fees, activation fees, and add-on fees. The risk-free trial applies to recurring mailbox fees only. For more information on the risk-free trial, there is a section on our legal page that outlines the legal terms of this promotion. It can be located at (http://www.intermedia.net/legal/legal.aspx).

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