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Billing
FAQ
• Paying
for web hosting
• Contacting
the billing department
• Invoices
• Domain name billing
issues
• Miscellaneous
What payment plans are available?
We have four payment plans:
• Annually:
Prepay for an entire year and receive a 12% discount* on hosting
fees. American Express, MasterCard, Visa, check or money orders
are all accepted.
* Please note that the 12% discount does not apply to our email
packages.
• Semi-Annually: Prepay
for six months at a time and receive a 10% discount* on hosting
fees. American Express, MasterCard, Visa, check or money orders
are all accepted.
* Please note that this 10% discount does not apply to our email
packages.
• Quarterly: Prepay
for three months*. American Express, MasterCard, Visa, check
or money orders are all accepted.
* Please note that email packages are not eligible for this
payment plan.
• Monthly: Prepay
for a month*. Credit card payment is only accepted with this
plan. American Express, MasterCard and Visa are accepted.
* Please note that email packages are not eligible for this
payment plan.
What's the quickest way to set
up my account?
NetNation will only set up your account after payment has been
received. Paying by credit card is the fastest method of payment.
How do I renew my account?
Your account will be automatically renewed. To prevent a renewal,
you must make this request known to the billing department via
phone or email prior to your renewal date.
What
and when is the renewal date?
The renewal date is the day your service began for your hosting
package. Your hosting package is renewed according to your chosen
payment plan.
If I choose credit card payment,
will it be charged automatically every renewal period?
Yes, unless otherwise specified, the credit card on file will
be automatically charged on the renewal date.
Where
do I send my check or money order payment?
Our mailing address is:
NetNation Communications Inc.
Bentall 5, Suite 200
550 Burrard Street
Vancouver, BC
CANADA V6C 2B5
ATTN: Billing Dept.
Where do I send my wire
transfer payment?
Please send a wire-transfer
payment to:
NetNation Communications Inc.
For USD funds - Account# 400-415-6
For CAD funds - Account# 101-605-4
Transit# 06550
The Royal Bank of Canada
685 West Hastings Street
Vancouver, BC
Canada V6B 1N9
Corresponding Bank:
Chase Manhattan New York
ABA#021000021
Swift Code:ROYCCAT2
Please be sure that the sending bank includes the following
details:
• Your full name
• Account
domain name/ref#
• Your country
Also, please send a fax to +1 604 688 8934 prior to the wire
transfer outlining the details of the wire transfer.
How do I update my credit card information?
You may update your credit card information in one of the following
ways:
• Phone: North America: 1-888-277-0000
and choose "option 4" between 6 am - 3 pm PST.
• Internationally: +1 604 688 8946 and choose "option
4" between 6 am - 3 pm PST.
• Fax - please fill
out and fax this form to +1 604 688 8934.
Can
I pay for services using someone else's credit card if I don't
have one?
Yes, but we require the cardholder to complete and fax us a
copy of the credit card authorization form above to 1 604-688-8934.
See "How do I update my credit card information?"
above.
What happens if I don't pay for my account?
Your account will be placed on administrative hold and your
web site will not be accessible.
Can I get
a statement of what I have paid and what is outstanding?
Yes, simply email your request to billing@netnation.com,
or call:
• North America: 1-888-277-0000, "option
4" between 6 am - 3 pm PST.
• Internationally:
+1 604 688 8946, "option 4" between 6 am - 3 pm PST.
How do I know NetNation has received my payment?
An email confirmation will be sent to the billing contact for
your account as soon as payment has been received.
Why is my account on hold?
Your account may be on administrative hold due to unpaid hosting
fees, resulting from one of the following:
•
Your credit card was declined.
• Your check/money
order was not received.
• Your wire transfer was not
received.
• A credit card dispute.
How
do I reactivate my account?
To reactivate your account, you must pay overdue fees. Please
contact the Billing Department via email at billing@netnation.com,
or call:
• North America: 1-888-277-0000, "option 4"
between 6 am - 3 pm PST.
• Internationally: +1 604
688 8946, "option 4" between 6 am - 3 pm PST.
How do I update my account contact information?
You may update your account information the following ways:
• email - simply email billing@netnation.com
with the necessary changes.
• Phone - North America:
1-888-277-0000 and choose "option 4" between 6 am
- 3 pm PST.
• Internationally: +1 604 688 8946,
"option 4" between 6 am - 3 pm PST.
I
am a NetNation Reseller. Can I use my client's credit card to
pay for a service?
The master account (or reseller) is required to pay for all
fees. You may then charge your customers directly.
I transferred my account; why are you still charging me?
The only reason why you would still be charged is because you
haven't officially cancelled your web hosting services with
NetNation. Please see "How do I cancel my account?"
for terminating web hosting services.
How do
I cancel my account?
If you would like to cancel your hosting services, please call
Customer Service at:
• North America: 1-888-277-0000,
"option 4" between 6 am - 3 pm PST.
•
Internationally: +1 604 688 8946, "option 4" between
6 am - 3 pm PST.
Please have your account login and password, or credit card
ready for identification purposes. If you are unable to call,
please fax a cancellation request on company letterhead along
with your account login and password to +1 604 688 8934.
What is my account login and password?
Please contact our support department for this information at
support@netnation.com.
Will I be able to get a refund on my account?
Refunds will only be issued under our 30-day money-back guarantee
policy. Please click
here for full details.
How do I contact the Billing Department?
You may contact the Billing Department via email at billing@netnation.com.
Alternatively, you may call:
• North America:
1-888-277-0000, "option 4" between 6 am - 3 pm PST.
•Internationally: +1 604 688 8946, "option 4"
between 6 am - 3 pm PST.
How will I receive my billing invoices?
All billing invoices are sent to the email address on file
for your domain name.
Why does my credit card statement not match the prices listed
on your web site?
You may be seeing the difference between the US and the Canadian
dollar exchange rate. NetNation currently uses the bank's current
exchange rate, while your credit card company may use a slightly
different rate.
Why was I charged for bandwidth
usage?
Bandwidth measures the amount of information transmitted over
a network; it is normally measured in megabytes (MB) or gigabytes
(GB). For example, simple HTML web pages do not require a large
amount of bandwidth, but full-motion video does. You have been
charged bandwidth fees because you have gone over your package's
stated allowance. Please be aware that you are responsible for
monitoring your traffic on a daily basis.
Why
was I charged for disk space usage?
Disk space is a measure of hard drive storage. It is normally
measured in megabytes (MB). You have been charged disk space
fees because you have gone over your package's stated allowance.
Please be aware that you are responsible for monitoring your
disk space usage on a daily basis.
How can I renew and pay for my domain name registration?
If your current domain name registrar is DomainPeople, you may
renew and pay online at http://domainpeople.com/register/renewal.
If you have question, call them at 1-877-734-3667 (North America)
or at +1 604 639 1680 (International). For all other domain
registrars, please contact them directly.
When
does my domain name expire?
If you have registered a new top level domain name (com, .net,
org, .info, .biz) through NetNation, your domain expiration
date can be viewed via a whois query or in the Summary section
of the Domain Manager for your domain name. For more information,
please contact your domain name registrar directly.
What is the difference between a domain name registration
expiring and a web hosting package expiring?
A domain name expires when your "ownership" of the
name expires. Web hosting expires when the "rental of space"
for your web site content expires.
Are you
the same company as Network Solutions?
No, Network Solutions is domain registrar. NetNation Communications,
Inc. is a web-hosting provider and domain name registrar. To
register a domain name, please use the domain search box on
the left hand menu bar on this page.
How do I UPGRADE my account and does it cost me anything?
To upgrade your account, please send a request to cs@netnation.com.
You will be charged the difference between the setup fee of
the current account and the new account. Please note that changing
platforms (UNIX to Windows or Windows to UNIX) will incur an
additional fee.
How do I DOWNGRADE my account
and does it cost me anything?
Send a request to cs@netnation.com
. All downgrades cost USD$19.95. Please note that changing platforms
(UNIX to Windows or Windows to UNIX) will incur an additional
fee.
How do I order additional services on
top of my hosting package (ie: more POP email accounts, SMTP,
SSL)?
To order any additional services, simply, send a request to
cs@netnation.com. |
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