Billing & Account Help Centre

Welcome! ???? If you've got a question about your hosting account, billing, invoices or account status, you've come to the right place. Below are answers to some of the questions we receive most often. If you can't find what you're looking for, I'm always happy to help you open a support ticket so that one of our team members can assist you personally.

1. How do I check my outstanding invoices?

You can view all of your invoices at any time from your Client Area.

To view your invoices:

1. Log in to your Client Area.

2. Click Billing from the main menu.

3. Select My Invoices.

4. Any invoices that still require payment will display an Unpaid status.

5. Click on the invoice number to view the full invoice.

6. Click Pay Now to settle the invoice using your preferred payment method.

If you don't see an unpaid invoice but believe there should be one, please let me know and I'll gladly help you investigate.

2. How do I add or update my payment method?

Keeping your payment method up to date helps ensure your hosting services renew without interruption.

To add or update your payment method:

1. Log into your Client Area.

2. Navigate to Billing.

3. Select Payment Methods.

4. Click Add New Payment Method.

5. Enter your payment details and save the changes.

If you're unsure which payment options we currently support, just ask me and I'll point you in the right direction.

If you've recently received a new bank card or your payment details have changed, it's always a good idea to update them before your next invoice is due.

3.Why have I received another invoice?

Don't worry—receiving another invoice doesn't always mean you've been charged twice.

The first thing to do is read the description on the invoice carefully.

Many clients discover that the invoice is actually for something different, such as:

• Domain name renewal
• Annual SSL Certificate renewal
• Web hosting renewal
• Email hosting renewal
• A service that renews on a different billing cycle
• An additional service you've ordered

Have you recently signed up?

If you've only recently opened your hosting account, there's a very good chance the invoice you've received is completely normal.

Our hosting platform uses pro-rata billing. This means your first invoice only covers the period from the day you signed up until the end of the current billing month.

Once your account has been activated, our system will automatically generate the next invoice for the upcoming billing period.

For example, if you sign up halfway through the month, your first invoice covers the remaining days of that month. A second invoice is then generated for the following month's hosting.

All hosting services are billed in advance, so this is expected behaviour and ensures your hosting remains active without interruption.

If you're ever unsure why you've received an invoice, simply check the invoice description or let me know the invoice number. I'll gladly help you understand exactly what the invoice relates to.

4. Why has my hosting account been suspended?

We understand that life gets busy and invoices can sometimes be overlooked.

Our hosting services are billed on a 30-day billing cycle, and invoices are issued in advance of the due date to give you plenty of time to make payment.

If an invoice remains unpaid by the due date, our billing system will automatically suspend the hosting account. This process is fully automated and applies equally to all hosting accounts.

The suspension helps prevent unpaid services from continuing indefinitely while ensuring fairness to all customers.

The good news is that, in most cases, getting your account back online is very straightforward.

Simply settle the outstanding invoice through your Client Area, and the system will normally begin the reactivation process automatically.

If you've already paid but your account still appears suspended, please let me know. I'll happily help you check the payment and make sure everything is processed correctly.

5. Can I change from Monthly Billing to Annual Billing?

Absolutely!

Many of our clients choose annual billing because it's one less payment to remember each month and helps avoid accidental service interruptions due to missed invoices.

If you'd like to switch your hosting account from monthly to annual billing, simply contact us by opening a support ticket.

Please use the subject:

Upgrade or Downgrade Request

One of our team members will review your account and arrange the billing cycle change for you.

If you'd like, I can also help you create that support ticket now.

6. Can I downgrade my hosting account to reduce my monthly or annual costs?

Yes.

If your website has outgrown its current needs—or perhaps you're using less disk space or fewer features than before—we may be able to recommend a more suitable hosting package that better matches your requirements.

Downgrading can help reduce your hosting costs while still providing everything your website needs to operate reliably.

To request a downgrade:

1. Log into your Client Area.

2. Open a new support ticket.

3. Use the subject:

Upgrade or Downgrade Request

Our technical team will review your current usage and recommend the most appropriate package before making any changes.

If you're unsure which package would be best, we're always happy to offer honest advice.

7.I would like to cancel my hosting account. What do I need to do?

We're sorry to hear you're thinking of leaving us.

If you've decided to cancel your hosting service, the cancellation request must be submitted through your Client Area. This ensures that the request is authorised by the account owner and prevents accidental cancellations.

To request cancellation:

1. Log into your Client Area.
2. Navigate to Services.
3. Select the hosting service you'd like to cancel.
4. Click Request Cancellation.
5. Choose whether you'd like the cancellation to take place Immediately or at the End of your Billing Period.
6. Submit your request.

Our cancellation policy

We require 30 calendar days' written notice for all hosting cancellations.

You're welcome to request an immediate cancellation of your hosting service at any time. However, in accordance with our Terms and Conditions, one full calendar month's hosting fees will still be payable before the service is permanently cancelled.

This policy allows us to correctly process account closures, backups, licensing, server resource allocation and associated services.

If you're cancelling because of pricing, your hosting requirements have changed, or you're experiencing a technical issue, please let us know before cancelling. We'd be happy to discuss alternative hosting packages or solutions that may better suit your needs.

8.My hosting account is suspended. How do I reactivate it?

The quickest way to reactivate your hosting account is to settle any outstanding invoices.

Simply:

1. Log into your Client Area.
2. Navigate to Billing > My Invoices.
3. Pay any outstanding invoice.
4. Once your payment has been received and processed, your hosting account will normally be reactivated automatically.

If you've already made payment and your account is still suspended, please let us know. We'll gladly check the payment status and assist you as quickly as possible.

Avoid future interruptions

If you've missed a payment in the past, don't worry—it happens.

To make things easier going forward, we recommend one of the following options:

• Add a bank card to your Client Area and ensure sufficient funds are available on your monthly due date.
• Click the "Subscribe" button when paying your invoice. This securely authorises your card for automatic recurring payments, allowing your hosting fees to be collected each month or each year (depending on your billing cycle). This helps ensure your invoices are paid on time and greatly reduces the risk of future service interruptions.
• Switch to Annual Billing. Many clients prefer paying once a year instead of every month. It means fewer invoices to remember, less administration, and provides peace of mind knowing your hosting is covered for the next 12 months.

If you'd like to change to annual billing, simply open a support ticket with the subject Upgrade or Downgrade Request, and one of our team will gladly assist you.