Billing and customer service FAQs

Got a question about your Intermedia account?
Here are answers for customers and partners.

Customer service and billing questions

intermedia billing customer service

If you cannot find find the answer you seek, feel free to contact us.

General usage and troubleshooting questions

Billing Questions

Taxation 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.

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.

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:

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.

Taxation questions

Does Intermedia tax its data services?

Yes, in those states that impose tax on data services where Intermedia has established nexus. “Nexus” is a legal term that means we’ve created a connection with the state that requires registration. This act of registration requires us to collect and pay state and local sales tax when we charge non-exempt customers.

If you’re a current customer in one of the states that impose taxes on data services, you will notice the change on your bill for your data products, software licenses or data processing services starting in the first quarter of 2016. (The relevant taxes are already being applied to voice services such as Hosted PBX, SIP Trunking, etc., so there is no change to our voice services taxation practices.) This will simplify your accounting because you no longer have to calculate and pay the use tax on taxable products purchased from Intermedia.

Which services are considered “data services”?

Sales tax and use tax only apply to data services such as Hosted Exchange or SecuriSync. Voice services are subject to different taxation policies under telecom taxation laws. To simplify the distinction, Intermedia defines all of its services to be “data services” except Hosted PBX*, SIP Trunking and our Individual Voice Services (800 numbers, conference calling, etc.)

* A small subset of Intermedia Hosted PBX customers may be subject to sales tax on the “user charge” line-item. Intermedia classifies this portion of the Hosted PBX service as a “data service." This is only applicable to some versions of our Hosted PBX service.

Why does Intermedia charge taxes for data services?

We do so because many states impose sales tax on cloud-based or SaaS services, software licenses, or data processing services. They mandate that either the providers of these services must collect sales taxes, or that the customers must pay “use tax” on the purchase of these products or services.

A provider is required to register and collect and pay taxes in states where they have created sufficient “connection with the state,” also known as “nexus.” If a provider has not created sufficient nexus in a state, and does not bill sales tax on appropriate items, then the customer is responsible for accruing and paying use tax.

Either way, taxes are required on taxable products purchased from Intermedia, as they are for all cloud services providers.

Are Intermedia’s taxation practices for data services common in the industry?

Yes. Our practices are standard practice in the industry, as required by law. Microsoft, Google and other providers also collect and pay state and local taxes in the states in which they have nexus so that their customers don’t have to calculate and pay their own use tax.

In addition, voice services are subject to separate telecom taxation regulations.

How does Intermedia determine the tax?

The applicable sales tax rate will be determined based on your service address, which you can confirm in the “Company Information” field within HostPilot.

What about tax-exempt organizations?

If your organization is exempt from state and local sales tax, please forward a valid copy of your exemption certificate to TaxExemption@intermedia.net and we’ll update our records accordingly.

In which states/jurisdictions does Intermedia charge taxes?

There are two criteria that determine whether Intermedia will bill sales tax in a given state: 1) our legal status within the state, and 2) the state’s tax laws.

  1. Our legal status. One result of Intermedia’s recent growth years is that in a greater number of states, Intermedia has established “nexus”—a legal term that means we’ve created a connection with the state that requires registration.
  2. State tax laws. Over the last few years, many states have recently passed legislation that require sellers of data services such as SaaS to collect taxes.

At this time, we are determining specific requirements on a state-by-state basis. We expect to begin adding taxes to bills where required in Q1 2016.

However, you should know that Intermedia is regularly establishing nexus in additional states AND that states are regularly changing their legislative approach to taxing SaaS services. Therefore, please be aware that states may be added or removed from this list Intermedia’s business evolves or as a state changes its legislative approach to SaaS.

Are Intermedia’s PLR partners billed taxes?

Not necessarily. If you are reselling taxable Intermedia data products and can provide a valid resale certificate for one or more states, then Intermedia will not apply sales tax to your invoices with respect to services sold to end customers located in those states (i.e., any state for which you have provided a valid resale certificate).

However, you will be responsible for collecting and paying the applicable sales tax from your customers.

 

Why should I submit my resale certificate?

Intermedia is required by law to apply sales tax to all invoices in states where SaaS services are taxable, unless you provide valid resale certificates for those states. By doing so, you’ll avoid receiving unnecessary tax charges.

However, there is a significant benefit to sharing your resale certificate today, even if you don’t resell Intermedia services in states that currently tax SaaS services: you will be protected against surprises that may result from future changes in your state’s taxation laws.

States are constantly looking for new revenue. If we have your resale certificate on file, we can help reduce billing errors if the laws in your state do change.

How can PLR partners submit their resale certificates?

Please send a valid resale certificate for each state in which you do business to TaxExemption@intermedia.net. (And make sure you note all of your partner IDs, in case you have more than one.)

In addition, please make sure the name and address listed on your resale certificate(s) matches the address listed in your partner portal. If any changes need to be made, please let us know.

Please note: If you cannot provide a resale certificate for a state in which you’re reselling Intermedia products, you should know that certain states will accept your home state’s Resale Certificate as proof of exemption. For details about the requirements of your home state, download this PDF.

What’s a resale certificate?

If you are unaware of the purpose or legal requirements regarding reselling software and the need for resale certificates, we recommend that you contact your accountant for further information.  Here is a good overview of the requirement from the blog of a firm that is unaffiliated with (and not endorsed by) Intermedia.

 

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 several options for billing your end user account.

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

To disable an end user account:

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:

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:

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 month Charges 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 month Charges for remaining balances are processed, with no email notifications sent.
5th business day of the month Charges for remaining balances are processed. Second payment problem email notifications are sent for all accounts that fail to process.
6th business day of the month Charges for remaining balances are processed, with no email notifications sent.
7th business day of the month Charges 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 month Charges for remaining balances are processed, with no email notifications sent.
9th and 10th business days of the month Charges for remaining balances are processed.
11th business day of the month Charges for remaining balances are processed, and all remaining delinquent accounts are disabled for non-payment.**
20th calendar day of the month All payment extensions expire. Charges for these balances are processed, and all remaining delinquent accounts are disabled for non-payment.
25th calendar day of the month All 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.

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