Billing and customer service FAQs

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

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and is currently offered only in English

Customer service and billing questions

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

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 log in. 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.

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.

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