Infuseweb Support/Billing System
Contents
- Overview
- For Infuseweb customers who signed up prior to January 2008
- Logging In
- The Main Client Area
- My Profile Section
- The My Hosting Packages Section
- The Other Products and Services Section
- Domain Name Registration Section
- Viewing and Paying Invoices
- Viewing and Submitting Support Tickets
- Viewing System E-mails you've received
- Affiliate Program
- Ordering New Plans, Domains, and Products
- Need more help?
Overview
The billing/support system allows customers to manage their hosting accounts, addon products, domain registrations, support requests, and more in one place. It is essentially a one stop "billing and support center" which includes support ticket management, a knowledgebase, an ordering system, domain registration system, and of course, billing management.
However, because the system can do a lot it can be a bit confusing which is why this help page was written.
For Infuseweb customers who signed up prior to January 2008
For those of you who are currently Infuseweb customers and have not yet been moved to the new billing system, or you signed up before January 2008, you will be receiving notice over the coming months that your account has been moved to the new billing system.
In the past, Helm used to handle all billing itself. You'd log into Helm to pay your bills and if you had a credit card on file, Helm would automatically bill it on your due date. The problem was that Helm had a limited billing system and if you had a number of different products ordered on different dates, you would have a separate bill due on a different day for each of these items. It was also difficult to order additional products, addons, domains, etc.
The new billing system takes care of this by separating the billing from the web site management. Helm will now only be used to manage your web site and all billing, support, and ordering will be handled through the new billing and support system. This will make it much easier to order new products, upgrade/downgrade existing products, and handle your support issues all in one place.
Note to resellers: This change only applies to your reseller account billing with us. If you are using Helm to handle your own customers billing, that has not changed. It is still being handled by Helm.
When your account is moved, you will receive a welcome e-mail to the new billing system. It will contain your username and password that you'll use to access the integrated support/billing system at http://support.infuseweb.com . DO NOT register for a new billing system account. If you're having trouble logging in with your new information, please open a support ticket at http://support.infuseweb.com and we'll help you. Your Helm login information will remain unaffected and you'll still be able to log into the Helm control panel as before.
When your account is finally moved over to the new billing system, your credit card information will not be carried over. You'll need to re-enter your credit card details into the new system in order for bills to be paid automatically. This can easily be done by following the directions in the Changing/Adding credit card information for auto-billing section below. You can also manually pay any outstanding invoices by reading the directions in the Viewing and Paying Invoices section below.
Once you have done that, there's nothing further you should need to do. Just read through the sections below to get an understanding of how the new system works.
If you have any questions about your account after the move, please feel free to submit a support ticket at http://support.infuseweb.com
Logging In
The new billing/support system is easily found from the Infuseweb site by clicking the support link at the top right of every page:
Alternately, you can point your browser to http://support.infuseweb.com
When you go there, you'll see a page similar to the image below.
LOGGING IN: To log into the billing/support system enter your e-mail address and password into the client login box at the bottom left, or click the Login link at the top right. If you wish to not have to provide these details in the future, check the Remember Me box then click the login button.
REGISTERING: If you have never signed up for an account, click the Register link at the top right to create a new account.
FORGOTTEN PASSWORDS: If you have forgotten your login information, click the Login link at the top right to take you to the login page which will look like the login page below. Click the "Request a Password Reminder by clicking here" link.
Now, enter the e-mail address you have on file and click Send Reminder (see below). Your password will be sent to the e-mail address on file.
The Main Client Area
Once you've logged in, you'll be directed to a home page similar to the following:
You'll notice quite a bit of information but it's pretty simple to understand. Here's a breakdown:
In the image above, circled in red, is the Client Area menu options. In summary, there are:
My Profile - You can update your address, e-mail, phone number, alternate contact information and credit card details from here.
My Hosting Packages - If you have bought a web hosting plan or plans from Infuseweb, they will show up on this page. You can upgrade, downgrade, add features, and cancel your plan from this area as well.
My Other Products & Services - This area allows you to view products you've purchased other than hosting and domain names. These might be items such as SSL certificates, paid support services, and other specialty items.
My Domain Names - If you've registered a domain name(s) with Infuseweb through this billing and support system, they will appear here. Note: If you bought a domain name from us and it is not listed here, please visit http://www.infusewebdomains.com to manage your domain.
Affiliates - Eventually, we will enable this section so that you can sign up for our referral system and receive credit for customers you refer to Infuseweb. A little thank you for sending the business our way.
My Invoices - All your past, present, and past due invoices will be available in this area for you to view, print, and pay. This is where you'll pay individual invoices if you do not have a credit card on file that is automatically billed. If you DO have a card on file (which was added in the My Profile section above), then this will show all invoices that have been paid.
My Support Tickets - When you submit a support ticket from this support area or send in an e-mail to support@infuseweb.com using the e-mail address you use to log in to this support and billing system with, your list of support tickets, both past and present, will appear here for you to view and respond to. You can also open a new ticket from this area.
My Emails - This section allows you to view any past e-mails the system has e-mailed to you if you need them for reference.
In the area in the image above circled in blue is the contents menu. It is mostly self explanatory so I'll only touch on two areas that you should know about:
Register a Domain Name - Use this link on the left menu to register only a new domain name. When you order a new domain name through this system and it is approved, you will be able to view the details for the registration in the My Domain Names section above.
Order Hosting Products - Use this link to order additional web hosting plans, other services such as SSL certificates, and other more.
Finally, in the main body area, circled in yellow in the image above, is a summary of your account information. This includes a summary of your contact information, your services purchased with Infuseweb, any open tickets, and any unpaid invoices. You can do a number of things in this section:
Update Your Details - This takes you to the same page as the My Profile menu item. Just another quick way to edit your profile.
Add Funds - You can add credit to your account if you only want to pay once every so often. The system will automatically deduct from your credit every time a bill is due. There is a minimum dollar amount that you must add to add credit to your account.
Open Support Tickets - You can click on any open support ticket subject link here to view that tickets history. You can also click the Submit Ticket link to open a new support ticket online.
Due Invoices - Shows any invoices that are due (unpaid) and need to be paid by the due date to remain current. After that point your account will become late. If you have a credit card on file (added in the My Profile section) then your invoices should automatically be paid, first from any credit you have in your account, then from the credit card on file. To view and pay an invoice, click the View Invoice link.
The My Profile Section
The My Profile section allows you to change your contact information, add additional points of contact for your account, change or add a credit card, and change your billing/support section password.
There are two sections to the My Profile area. The top section which is the My Profile section navigation (upper red outline in image at left), and the main area (lower red outline in the image at left).
Changing your contact info including name, address, phone number, and e-mail
Clicking the My Profile menu item will bring the main page as shown to the left. This allows you to change the contact info for the PRIMARY account holder on the account.
NOTE: If you have placed a credit card on file, the address for that credit card is tied to the Default Billing Contact specified on this page. By default, the credit card address is pulled from the My Profile contact information. However, if the credit card address is different than the address on the My Profile page, you can add a new contact and make the new contact's address the credit card address, then designate this new contact as the Default Billing Contact using the dropdown on this page.
Clicking the Add New Contact link enables you to add new contacts that you want to be associated with your Infuseweb account. You can allow the contact to receive any combination of the e-mails the system sends out so you can delegate responsibility appropriately.
Clicking the Manage Contacts link allows you to manage any alternate contacts you have added via the Add New Contact menu item.
You can select the individual you wish to edit by choosing them from the Choose Contact drop down list.
Note that you can also set the e-mail preferences for this contact. So, if you want the contact to receive only the billing invoice e-mails, check the Invoice Emails check box and save. This feature is useful if your organization has specific contacts who handle different areas of your business.
Changing/Adding credit card information for auto-billing
Clicking the Change Credit Card Details allows you to add or edit your credit card for automatic billing. When an invoice comes due, this credit card will automatically be charged on the invoice due date. Invoices are generated 10 days prior to the due date so you have time to review them before your card is charged. Storing credit card information ensures your account is not suspended or closed inadvertently due to non-payment or if you forget to pay.
Credit card information is stored in a highly encrypted format and is transmitted over only 128-bit Secured Socket Layer (SSL) transmissions ensuring your infomation is safe from tampering.
If you do not wish to store your credit card, you can always pay your invoices as they come due by following the instructions here.
IMPORTANT NOTE: The credit card address that is used is pulled from the Default Billing Contact specified on the My Profile page.
If you wish to completely remove your credit card information after you add it, please open a support ticket and we'll be glad to help.
Changing your billing/support system password
Clicking the Change Password link allows you to change your primary account login password.
The My Hosting Packages Section
The My Hosting Packages area allows you to view your hosting plans with us, upgrade or downgrade plan features, add add-ons, and cancel your plan. All the features will only be accessible if your account is in good standing and active. If your account is still pending or is past due you will not be able to modify your account until the bill is settled.
When you click on the My Hosting Packages main menu item, you'll be presented with the tabular list of hosting packages you current have or have had with us as in the screen shot below.
You'll notice at the bottom there is a color-coded legend. This indicates the status of each plan. For example:
- If your hosting plan is current and active its line will appear gray.
- If your hosting plan is still pending approval, the line it is on will appear yellow.
- If your hosting plan is suspended (like if you are delinquent on payment) the line will appear orange.
- If your hosting plan is cancelled/terminated it will appear red.
Clicking the domain name link in each plan's line will open a new browser window taking you to that web site.
Viewing Plan Details
Clicking the View Details button for the plan will take you to the options for that domain such as upgrading, downgrading, and canceling the plan (as in the screen shot below). You will notice on this page that it gives a nice summary of your plans included limits, how much and when your payments are due, the next due date, and so on.
You will also notice that there are buttons to upgrade/downgrade your package (in other words, the entire plan) and upgrade/downgrade options (such as individual features such as mail accounts within the plan) as well as a button to request cancellation of the hosting plan.
Lastly, you can add product add-ons that are separate from the plans such as SSL Certificates and installation services by clicking the "Click to view available add-ons" link.
The following explain these options in more details.
Upgrading and Downgrading Packages (aka Plans)
You can upgrade or downgrade your entire plan easily by clicking the Upgrade/Downgrade Package button.
When you click the Upgrade/Downgrade Package button you'll see options available to you. In this case, the current plan is the very basic plan, so the only options are to upgrade the plan to either of the two higher level plans. If you were at a higher level plan, you would see a lower level plan that you could choose to downgrade to.
You can easily view the features of each plan and choose the payment terms for the upgraded plan. Clicking the corresponding Click to Continue buttons will begin the order process for that upgrade or downgrade. Any credits are prorated as are any new amounts that you will owe such that you will not lose or owe more money than you should.
Upgrading and Downgrading Package Options
By clicking the Upgrade/Downgrade Options, you can also upgrade or downgrade individual plan features such as adding more e-mail accounts or another domain.
This is a screen capture of the upgrade/downgrade options page. You'll notice the current configuration in the middle row (the features you already have on your plan) and in the right column is what the configuration will be upgraded to depending on the options you choose.
So, in this screen shot I have added one more domain (from 1 included domain to 2 domains) and added an extra 10 mailboxes (from 50 to 60).
If you were downgrading, then there would be an option to choose less of a feature in the drop down as well.
Click the Click to Continue button to begin the process of ordering the upgrades/downgrades. The order process will begin and all amounts billed will be prorated to adjust for the billing changes accordingly.
Purchasing Hosting Add-ons
In addition to upgrading and downgrading, you can also purchase additional products that are related to your plan but not integral to it. For example, you might want to add an SSL certificate to your plan. You can do this as a product add on because it's not really an upgrade to an existing installed feature.
To purchase add-ons, click the "Click to view available add-ons" link on the plan's summary page. If you do not see this link, no add-ons are currently available to your plan.
You'll see in the screen shot at left that there are two add-ons available. You can choose which plan they will be associated with and how much they cost. Add-ons are not prorated and are billed from the date they are purchased.
Clicking the Order Now button will take you through the order process as you've seen before.
Canceling Your Hosting Plan
You may decide you no longer need a hosting plan and wish to cancel it. By viewing the summary page for the plan you'll see a Request Cancellation button at the bottom of the page. Once you click the button, it will take you to a cancellation options page.
You can see at left the cancellations options page. You'll be able to provide a reason for cancellation (which helps us improve our service in the future) and also whether you want to cancel immediately or when your plan term ends. If you cancel immediately, you will be refunded back for the amount plan still unused. If you choose End of Billing Period you will not receive a refund and your plan will terminate on its anniversary date.
If a refund is due, refunds will be issued back to the original credit card if possible. Otherwise, an official check will be issued to the address on file. This will occur within 10 days of the cancellation date.
Other Products and Services Section
You can also purchase other products and services which don't fall into either a hosting plan or domain name registration. These might be Dedicated Server Rentals, Virtual Private Server rentals, services and support, and so on. Any of these items will appear in the My Other Products and Services area. I won't go into detail as this area should be fairly intuitive.
Domain Name Registration Section
When you sign up for hosting you have the option of purchasing a domain name from Infuseweb. You can also buy just a domain name if you so choose. To manage the domain names purchased through this system (and NOT the Infuseweb Domains web site at http://www.infusewebdomains.com) click the My Domain Registrations link in the top main menu area of the Client Area.
When you do so, you'll see a menu with a color-coded legend much like you've seen before (screen shot below).
On each line of the table you'll see each of your domain names registered through the Infuseweb support/billing system. As with previous sections, this one is also color coded indicating the status of the domain registration - either active, pending approval, or expired.
You will also see the date the domain was registered, the date it will expire, and the amount you have paid for the registration. To manage the domain, including changing DNS servers and other options, click the View Details button.
Editing Domain Name Settings
Clicking on the View Details button takes you to the Domain Name settings where you can view domain information and modify your Name Servers, among other options that may be available for your domain name.
In this screen shot you see the domain name servers that you can edit, enable or disable the transferring of the domain to other registrars (Registrar Lock), renew your domain name, update your domain's registrant, admin, and technical contact information, set up e-mail forwarding, and manage the domain's DNS host records if you choose to manage the DNS host records yourself.
Many web hosts will tell you to modify your domain's name servers to point to the hosts DNS servers. Normally you will get a primary and secondary name server (such as ns1.domain.com and ns2.domain.com). You will put these values in the boxes for Name server 1 and 2 on this page then save your changes.
To renew your domain name for additional years at the current renewal rates, click the Renew Domain button.
NOTE! Editing your DNS host records can seriously affect the operation of your domain, mail, FTP, and other settings. Please be sure you know what you're doing before you make any changes there.
Viewing and Paying your Invoices
To view your invoice history and pay any outstanding invoices you can click the My Invoices section of the Client Area main menu. In the screen shot below, you see that there are two invoices. One has been paid and the other is unpaid.
NOTE: If you have added a credit card for automatic billing then any unpaid invoices will be paid automatically on the Due Date and show as "Paid" once the payment has been successfully received.
Clicking on the View Invoice link next to the invoice you wish to view will bring up the invoice details page. In this case we have clicked on the unpaid invoice which opens in a new window so we can pay it.
This screen shot shows the invoice detail of the unpaid invoice.
At the top right you can see the status of this invoice. In this case, it is unpaid. Underneath that, you see the payment options. If you wish to manually pay this invoice you can choose to Pay by check, Pay by MasterCard, Visa, Amex, Discover, or PayPal. Once you select a payment method, the appropriate options will become available requesting further information. In this case, choosing the MasterCard, Visa, Amex, or Discover option, we see a Pay Now button appear below the drop down. Clicking that button allows you to immediately pay this invoice.
Below the payment selection area are the invoice details including bill to/pay to, invoice date and due date, item descriptions (and inclusive service dates in parenthesis), state taxes if applicable, and total due.
Once a payment is made, this invoice will no longer be payable and will be marked as Paid. The associated transaction information will be viewable at the bottom.
Viewing and Submitting Support Tickets
Clicking on the My Support Tickets link in the Client Area main menu brings you to the support ticket section. This is where you can view existing tickets or review old tickets, as well as open a new ticket. Submitting a support ticket through this section is the best way to ensure your ticket is received. Sending an e-mail to support@infuseweb.com will work too, but due to the amount of spam we receive on that public account, sometimes your ticket may get caught up in a spam filter. Submitting your ticket through the web site instead prevents that from happening.
This screenshot shows the support ticket list and the ticket statuses. Clicking on the subject will open the associated support ticket so you can reply to the ticket or view its details.
Here you can see the ticket details and ticket audit trail. The original request starts at the top and all subsequent responses follow below.
You can reply to the ticket by typing in the available text box, attach a file with one of the allowed extensions, and click the submit button to submit the ticket response.
When you feel the ticket is resolved either you can close the ticket using the Close Ticket button, or the ticket will automatically be closed if no response is received within 36 hours. The system administrator may also close the ticket if the issue is resolved.
Viewing System E-mails You've Received
At any time you can click the My E-mails link to view all the e-mails the system has sent to you. This history may be helpful in case you forgot your original welcome instructions, passwords, etc. Just click the link of an e-mail to view the e-mail content.
The Affiliate Program
At some point in the near future we will be offering an affiliate program that will provide an incentive for bringing new customers to Infuseweb. You'll receive a credit for every new customer that signs up with Infuseweb and you'll be able to view your credits via the Affiliates menu on the Client Area main menu.
Ordering New Plans, Domains, and Products
When you're ready to order new products, you can easily add them to your account by clicking the Order Hosting Products link at the bottom of the left menu (as seen in this screen shot).
Clicking on the Order Hosting Products link brings up available product categories and products you can purchase using the simple "shopping cart" feature of our ordering system. Click the category at the top of the order menu (in this case Helm 3 Shared Hosting Plans) then choose the product below within that category you wish to order. Click the Order Now button to add the product to your "shopping cart". You can also click the View Cart button to view the items already in your cart.
Here, we'll order a hosting plan. If you're ordering a hosting plan you'll see a domain registration page which allows you to order a domain name with your hosting plan, transfer a domain name you already have, or use an existing domain name at another registrar.
Once you've chosen your domain registration options you'll be able to choose your hosting options. You can choose your billing cycle, and additional options you can add to your plan before you buy. When you're done choosing your options, click the Add to Cart button to add the plan to your shopping cart. You can add multiple products to your shopping cart before you finalize your order and pay.
On the shopping cart page (accessibly after you click the Add to Cart button or click the View Cart button on any other page) you'll see a summary of your products and order. Click the Empty Cart button to clear your cart and start over, Click Continue Shopping to add more products to your cart, or the Checkout button to finish the order by choosing your payment method. You can also enter a valid Promotional Code if you have one to take advantage of special offers such as discounts or free products.
Once you click the Checkout button you'll be asked to create a new account or log in with an existing account, choose a payment method, agree to the terms of service, and lastly complete your order.
Need More Help?
If you're stuck and need more help, feel free to contact Infuseweb support by submitting a support ticket at http://support.infuseweb.com or contacting us via the contact information located here.
