If you’ve ever had an issue with invoicing, payment, or with the Client Portal, then our Billing Team likely stepped in to provide assistance. After years of solving these issues, they’ve noticed a few trends and pitfalls, and put together this FAQ for your consumption.
For further assistance about any of the below topics, please feel free to contact our Billing Team at email@example.com or call 866-639-2377.
Table of contents
- User management
- Changing services
- Credit cards
Though authorized individuals receive all of our notifications through email, clients can contact us by either phone or by ticket.
Why does Nexcess send me emails? What’s in them?
Authorized users receive emails as appropriate for their role. For example, emails related to Billing are sent to Superusers and Billing roles, while bandwidth notifications are sent to Superuser and Technical roles. For more information about Superusers and other roles, see the User management section.
Why am I not receiving emails from Nexcess?
First, make sure firstname.lastname@example.org and email@example.com are in your address book and not flagged as spam. Second, the Client Portal must recognize your email address as belonging to an authorized user. Also, keep in mind you can always view and respond to tickets from the Client Portal.
Why do I need a PIN when I call Nexcess for help? How do I find it?
We require a PIN to verify your identity over the phone, which prevents unauthorized individuals from making changes to your account. For this policy to be effective, we cannot make exceptions. Authorized users can find and even change this PIN from the overview page of the Client Portal.
Why do I sometimes dial your number and end up talking to an insurance company?
Our phone number, 866-639-2377, is nearly identical to that company’s number. If you reach them by accident, just try again.
What are tickets? Are they different from emails?
Any time a user sends an email from an authorized email address listed on your Client Portal account, our system converts it into a ticket, which then enters our queue. Authorized users can view the account’s ticket history from the Client Portal and even send tickets directly from the Portal, rather than by email.
I’m missing some of my emails from my ticket history. Why?
They’re missing because you sent those emails from an email address that the Portal didn’t recognize as belonging to an authorized user on that account. Although we receive these emails and may respond, they will not appear in your ticket history.
What is a Superuser?
The Superuser is one of three user roles assigned to all client accounts. Only users designated as Superusers can make decisions regarding that account, and you can have multiple Superusers on your account. This includes, but is not limited to, adding or removing other users, changes of service, and changing billing preferences.
Other than Superuser, what are the other roles?
The other default roles are Billing and Technical. Each role has different default permissions for your account. From the Client Portal, Superusers can customize the Billing and Technical roles, or create their own use roles.
Someone with access to my account left my organization. What should I do?
First and foremost, we urge you to regularly audit your list of authorized users and email addresses to prevent problems before they occur.
If a user leaves your employ and wasn’t a Superuser, then a Superuser should either use the Client Portal to remove that user, or contact our Billing Team for assistance. However, many accounts provide only one user who is also the Superuser, and this causes problems when that user suddenly becomes unavailable. In that event, contact the Billing Team, who will guide you through the steps necessary to re-establish access. These steps are extensive, but necessary to prevent unauthorized access to your account.
What email address should I assign to my Superusers?
Make sure at least one Superuser email address can both send and receive so they can respond to requests for verbal and written authorization for account adjustments. Use caution when giving multiple parties access to this email. Though convenient in many cases, it also gives anyone with access to that email the power to make critical changes to your account.
How do I renew a service or services?
For your convenience, all Nexcess services auto-renew. If you wish to stop auto-renewal, then you must cancel the service or services as directed below.
How do I cancel services?
To cancel service, a Superuser must cancel through the Client Portal. If you have multiple services, you must issue a cancellation request for each service. If you use PayPal to pay for that service, then you must cancel your PayPal subscription at the PayPal website.
How do I upgrade or downgrade a service or services?
Superusers may contact our Sales Team at firstname.lastname@example.org, who will help you identify the best plan to meet your current needs and guide you through the process.
I transferred my website to a new host. Do I still need to cancel my service?
Yes. We only cancel a service or services when your account’s Superuser either requests cancellation through the Client Portal, or when the Superuser contacts the Billing Team and follows their cancellation instructions. This applies when you transfer your website to another host as well as domain and SSL services. We require manual cancellation in this manner because many clients prefer to continue to store data on their servers even after moving to another host.
When are invoices generated?
Invoices for renewing services are generated a minimum of 14 days before the due date. Regardless of how those invoices are paid, your account is charged on that due date. Renewals are automatically processed until cancelled. Once paid, all Superusers and Billing Users receive a payment receipt.
We offer three ways for clients to pay for services: credit card, check, and PayPal.
If I have multiple services on the same account, can I assign a different credit card to automatically pay for each service on the due date?
No, only the primary credit card on an account can make automatic payments for that account. If you want to use different credit card to automatically pay for certain services, then contact our Billing Team. They will move these services to another account, where you can assign a new primary credit card to process automatic payments.
Alternatively, you may make manual payments for a service or services with any credit card. It is also possible to make a manual payment with a non-primary credit card before the due date. It is also possible to assign a PayPal subscription to a service, and the remaining services to a primary credit card. See the PayPal section below for more information.
My credit card information changed. What should I do?
If you need to add or delete a card, or update your primary credit card’s expiration date, you can update it in the Client Portal. If, however, you need to update your credit card number, you must delete your primary card and create a new one. If you have difficulty, our Billing Team can change this information over the phone as long as you can provide your PIN.
Can I use a PayPal subscription to automatically pay for my service or services?
Yes; however, if you are paying for multiple services, you must create a separate subscription for each service. Your primary credit card will not be charged for services assigned to a PayPal subscription.
Can I make a single, manual payment with PayPal?
Yes. For the sake of convenience and ease-of-use, we recommend doing so from the Client Portal. However, it is possible to pay directly from the PayPal website.
To make a manual PayPal payment from the Client Portal, locate the desired invoice in the Client Portal and select the option to pay with PayPal. This will link the invoice to your PayPal account and, when you submit payment, mark the invoice as paid.
To pay from the PayPal website, send payment to our PayPal account at email@example.com. Then, send the transaction ID and invoice number to firstname.lastname@example.org so the Billing Team knows to apply the payment to your invoice and mark it as paid. Please note: You must send payment to email@example.com. If payment is sent to any other address, PayPal will hold your payment for a period of time before returning it to your PayPal Account. If necessary, please direct all questions and concerns regarding these holds to PayPal.
How can I tell if I’m currently using PayPal subscription to pay for a service?
If you access your list of services from the Client Portal, any service set to charge a PayPal subscription will show the PayPal logo.
Does my PayPal subscription cancel if I cancel the service it’s paying for?
No. PayPal is a third-party service and it will continue to send payments on the due date until you cancel the subscription on the PayPal website.
Does my PayPal subscription change if I upgrade or downgrade the service it’s paying for?
No. PayPal is a third-party service and it will continue to send the old payment amounts on the due date. PayPal prevents the editing of subscriptions, so you must cancel the old subscription and create a new one.
Will my PayPal subscription on a service pay for bandwidth overages, dev site creation, additional IPs, and other incidental or situational costs?
No, PayPal subscriptions are fixed. They only pay the designated amount on the due date shown on the renewal invoice, which will not include those costs. If you have assigned a credit card to pay for any of your services, it will charge these costs to that credit card. If you are using PayPal for pay for all services, then you must make a single manual payment with PayPal, as directed below.