Frequently Asked Questions

Intermedia Customer Service/Billing

Thank you for navigating to the Customer Service/Billing FAQ page. These are our most frequently asked questions. We hope they help solve your immediate need. If you cannot find an answer to your specific problem, please contact us by phone at (650) 641-4000 or toll free at (800) 379-7729, option 4, Monday through Friday, 9 am – 8 pm EST or by email at csr@intermedia.net.

Please note that call hold times and email response times may be heavy in the few days before and the week after the first of the month, due to billing cycles. If you have an urgent need during this time, please call our department for assistance rather than email.

Top Five Questions:

Q. I can’t log in to administrate my account. How can I fix this?

Q. How can I update the credit card information for my account? Direct | Partner

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?

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?

Q. My website and/or E-mail service is down. Why has my account been disabled or deactivated?

General Questions:

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. If your contact information is not up-to-date, then there is a possibility that a notice or notification will not reach you in a timely manner resulting in tentatively unwanted effects to your account(s).

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 technical 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. How can I fix this?

A. We have two separate login pages, depending if you are a direct customer of Intermedia’s (using HostPilot) or if you are a partner of ours (using the partner portal):

• HostPilot: When you set up the account contacts for your account it’s required that you enter an email address for your contact. This email address along with your password is your login credentials. If you are unable to log into HostPilot at http://www.intermedia.net/login/, there is a Forgot your Password? link on that page that can be used to reset your password. The new password is then sent to the email address on your account contact.
• Partner Portal: When you setup the PL account contacts on your partner account, your login can be specified as anything. This specified login along with your specified password is your login credentials for your partner account. If you are unable to log into the partner portal at https://cp.serverdata.net/asp/Administrator/Login.asp, there is a Forgot Password? link on that page that can be used to reset your password. The new password is then sent to the email address on your account contact.

The Password Recovery page will ask you to enter your email address in the field in Step 1. 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 security question. Once you correctly answer the security 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.

If you are still unable to log in, please give our department a call during business hours ((650) 641-4000 or toll free at (800) 379-7729, option 4, Monday through Friday, 9 am – 8 pm EST), and we’ll be happy to assist.

Note: Technical support 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 Service department ((650) 641-4000 or toll free at (800) 379-7729, option 4, Monday through Friday, 9 am – 8 pm EST) 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) and navigate to Account > Account Balance page. 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. Our advice is to contact the credit/debit card institution and verify adequate credit is available, then log into the HostPilot Control Panel (http://hosting.intermedia.net) to be sure you have correct information in the Account > 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/debit card information so that the charge is successful. To do so, log into the HostPilot Control Panel and navigate to Account > Billing Information page, update the information, and save your changes.

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

A. If you are a billing contact (having billing rights setup with your administrative contact information) an email is sent to you each time a transaction occurs between your credit card and Intermedia. To verify your contact information is setup correctly, please log into the HostPilot Control Panel (http://hosting.intermedia.net) and check to see that your account contact information is updated with the correct email address, and that your account contact has been assigned billing rights. Also it is possible that the email is being redirected to another email 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 email 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 (http://hosting.intermedia.net) 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 technical 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. Please 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 technical 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/debit card information by logging into your HostPilot Control Panel and navigating to the Account > Billing information page to update your credit/debit 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. To do so please 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 that meet specific criteria. To be eligible, your account must be a private label reseller account, a dedicated server account, or an Exchange account with a monthly recurring charge (MRC) of $500.00 or greater. At this time, due to limitations, our invoicing program only allows US-based companies to apply. 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 team will process it and notify you within two 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 of $25.00.

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 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 a non-monthly contract, you will only have the option to schedule your account to be terminated at the end of your current contract term, and if you need to terminate your account mid-contract you will be subject to an early termination fee. (Please review section 2.2b of our MSA for more details.)

If you would prefer to call our customer service team to perform this action, you may contact us at (650) 641-4000, or toll free at (800) 379-7729, option 4. 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 associated with restoring a terminated account.

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

A. First, login to the Hostpilot Control Panel at http://hosting.intermedia.net, and navigate to the Account Menu > Billing information page. 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 so?

A. Call customers/billing at (650) 641-4000, or toll free at (800) 379-7729, option 4, and request an account restore. 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 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, or vice-versa?

A. Downgrading a plan from a prepaid 12-month contract to a monthly contract is normally done at the end of the account’s current contract term. There are limitations to these types of contract plans that will not allow you to easily remove services once you exceed the allotted quotas involved. We understand that there may be other occasions that prompt you to take action in altering this contract term. If such an occasion arises, please contact our customer service/billing department for further assistance.

Upgrades from monthly to yearly contracts can take place at any time. The Account > Plan and Pricing Information page in the HostPilot Control Panel (http://hosting.intermedia.net), 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 email you received should state what specific quota you exceeded. There are quotas for mail storage, site content storage, SQL storage, Outlook Backup storage, etc. Once you identify 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. Once you remove content to get under quota, be sure to check the HostPilot Control Panel for the Additional Disk Space Purchased field to verify and reduce this amount if the system has increased this for you.

Note: Disk space is recalculated each night. If you deleted content today you will be able to lower the setting for the Additional Disk Space Purchased field in the HostPilot Control Panel tomorrow.

If necessary, contact our technical support team to get information about properly managing your mailboxes and associated disk usage.

Q. What are the differences between signing up an account with a monthly contract plan vs. an annual contract plan?

A. There are two main differences between these plans. The main difference you will notice right away is that the pricing will be cheaper on an annual contract. The other difference is that annual contracts are subject to an early termination fee (ETF) if you decide you wanted to terminate your account or end your services before the end of your contract. Please review section 2.2b of our MSA for more details about terminating your account mid-contract and how this ETF is calculated.

Q. Our current “Owner” account contact is leaving, or has already left the company. How do I remove them from the account and add someone in their place?

A. The easiest way to resolve this issue is to have the original “Owner” account contact login with their credentials; navigate to the Account > Account Contacts page; create a new account contact for the new “Owner”; switch the “Owner” title around (via the radio button on the page); and save the changes. They may also choose an existing secondary account contact, and switch their permissions to “Owner.” Once the switch is complete, the old “Owner” account contact will be a secondary contact and will have the ability to select the “delete” checkbox next to their name and save their changes. This will remove them from the account completely as an administrator.

If your change of ownership needs cannot be accomplished via the suggestion above, please contact our department immediately, so that we can begin the steps needed to resolve your request in a timely manner.

Private Label And Advisor Questions:

Q. My private label partner account was charged today and I am unaware of the reason. Could you please explain my charges?

A. A common misconception of the partner program is that we bill for current services at the time of running monthly charges. In fact, the partner program is billed in arrears, meaning the complete balance for the previous month is due at the start of the current month. You may review your balance, and what is due by navigating to the Billing > My Balance page in your partner portal. By selecting the previous month from the dropdown menu, you can review all the monthly fees and services that will be due for processing at the start of this month.

Q. I am a ConnectWise user and I understand that you have a billing integration available. Where can I find out more information about this service?

A. Currently you will find all ConnectWise information on the HomePage in your partner portal. You will see a small section at the bottom of the page which is designated for providing updates. It is here where you will find “** Nov 9, 2011 – ConnectWise Integration is now available.”

Once you click on this link you will be brought to the Export to ConnectWise page. Here you can gather detailed information through the instructions document as well as from the Product SKU List.

Our integration offers three separate exports:

• Accounts Export: Used to export your end-user accounts and create new entries into your ConnectWise solution, or for syncing your end-user accounts with entries that already exist in your ConnectWise solution.
• Billable Items Export: Used to export the complete list of items that are billable for your end-users into your ConnectWise solution.
• Product Counts Export: Used to export a “snapshot” of active services used by each of your end-user accounts into your ConnectWise solution at the time of export.

Q. I would like to bill my end-user accounts via another means other than invoicing. What other options do you have available for me to use to bill my end-users?

A. As a partner, you have a couple of different options available to you for billing your end-user accounts.

• Payment Processing: You can enable this feature from your partner portal. Log in and navigate to the Billing > Customer Billing Tools > Payment Processing page. After enabling this service you will see a set of instructions which need to be followed in order to set up this feature.

  You will also need to create a merchant account with either "Payflow" or "Authorize.net", where separate fees may apply. By setting up a merchant account with one of the aforementioned payment processors you will then need to place the required information in the fields located on the Billing > Customer Billing Tools > Payment Processing page and save your changes.

  Please remember to contact our customer service/billing department by phone (650) 641-4000, option 4, or toll free at (800) 379-7729, option 4 Monday to Friday, 9am - 8pm EST or by email csr@intermedia.net to enable “End User Billing” for your partner account and to ensure your end-user balances are accurate before charges begin.

• ConnectWise Integration: If you are already a ConnectWise user this will allow you to export all the information you need from our services into ConnectWise to easily invoice your customers. Please click here for more information on integrating ConnectWise.

Q. What is the purpose of disabling my end-user accounts, and how do I go about re-enabling them?

A. There are two main reasons why your end-user accounts can be disabled.

• Disabled for Non-Payment:There are two ways your end-user accounts could be disabled under this status.
  • Manually Disabling: As the administrator you can manually disable the account for non-payment. This should halt all functionality until payment details are discussed and agreed upon. You can then manually re-enable the account. To perform this action you must access the Modify Account page for the end-user account from your partner portal. To get to this page, navigate to the Customer Account Mgt > Active Accounts page and search for the end-user account in question. Once your search results have populated simply click on the gray Info button. Once the Modify Account page loads you will notice a button on the right hand side labeled Change Account State. Simply click this and alter the enabled state of the account and press the CHANGE button.
  • Disabled for Owner Disabled: If your partner account is disabled for any reason your end-user accounts will soon follow. The most common reason for partner account disablement is for non-payment, which is why it is very important to act promptly in regards to any payment problems you may be experiencing. If your partner account is disabled for non-payment, upon successful login to your partner portal you will be prompted to enter new billing information to process your pending balance and re-enable your partner account. Our system will soon follow with re-enabling your end-user accounts, but it is not instantaneous.

Note: Disabling end-user accounts isn’t the same as terminating them. If those accounts are not terminated before the time monthly billing is posted to your account from Intermedia (1st of the month), they will be considered active accounts and all mailboxes and services will be charged necessary licensing fees. Please make sure to terminate any necessary accounts prior to your partner account’s monthly billing.

Re-enabling an end-user account: If you need to re-enable your end-user account(s), please follow the steps provided in the second paragraph of the above “Manually Disabling” portion of this topic. You simply change the account from “Disabled for Non Payment” to “Enabled.”

Q. How can I update the credit card information for my partner account?

A. First, login to your partner portal at https://cp.serverdata.net/asp/Administrator/Login.asp and navigate to the Billing > Billing Information page. 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 would like to setup additional administrators for my partner account but I do not know how the permissions work when creating them. Is there a reference to these permissions?

A. There is in fact a reference for these permissions, which is located in the 1.55 Release Notes inside the partner portal. To review this document, please login to your partner portal and navigate to the Homepage. From there please click on the button called Product Materials. You will notice an expandable Release Notes portion. Expand this section and click on the link called Release notes 1.55 to reference the permissions and the types of notifications that are sent to them.

Q. I am an advisor and have resold a few accounts under this program. Why have I not received my commission payment yet?

A. There may be a couple reasons why you have not received a payout yet 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 for this program. 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 is setup to send you a check for your commissions only 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:

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. A 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. If you personally terminated your account and did not request a refund per our 30-day trial you will not receive a refund per this promotion. There are charges that are not eligible for a refund per the risk-free trial, which 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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