Renewal Reminder for service or domain renewal? Reminders will be sent at multiple intervals leading up to the expiry date, ensuring ample notice: 90 days, 60 days, 45 days, 30 days, 14 days, 7 days, 3 days, and 1 day prior to expiry, in addition to a notification on the expiry date itself. Suspension
Payment process stuck at the payment gateway or bank website page In this scenario, we recommend waiting for a period of 3-5 hours. Payments may still be in the processing stage, as IPServerOne can only check the status after receiving the bank statement, typically within 24 hours. Additionally, you may verify the payment status
Payment via customer portal failed Got error message: “OOPS! PENDING PAYMENT – Our system indicates that you have a pending payment. Please wait while the payment is being verified” or “THERE WAS A PROBLEM WITH YOUR REQUEST. – One or more of the items is waiting for payment gateway confirmation: This error typically occurs
I accidentally made a duplicate payment for my renewal. Can you assist with reversing the extra transaction? If you’ve made a duplicate payment, please submit a ticket to billing@ipserverone.com for assistance. Please note, credit card payments cannot be reversed directly to your credit card. You may choose to: Apply the excess amount as a
Can I cancel or terminate my service for domain/ subscription? For domain name services, please note that the service will automatically be suspended upon expiration and will be deleted after 75 days from the expiration date. For subscription services such as email hosting and servers, we require a one-month notice before the expiry date
If I’ve updated my account profile details but have an assigned credit card for auto-payment, do I need to make any updates to my credit card information? If you’ve updated your account profile details but have an assigned credit card for auto-payment, you need to follow these steps: Remove the assigned credit card from
I have set up automatic payments, but my service was not renewed The service may not have been renewed despite having an assigned credit card for several reasons, including credit card expiration, insufficient funds, or issues with the payment processing system such as outdated contact details. To address this, it’s advisable to verify the
Can I set up automatic payments / assign auto recurring payment? Certainly, you can set up automatic payments for your services. Here’s the steps: Log in to your account on Customer Portal. Click on “My Account” to add the credit card under “My Payment Method”. After credit card successfully added, assign a service
Are there late fees or penalties for overdue payments? Domain Renewals: If a domain is not renewed within the 40-day grace period after expiration, a one-time redemption fee will be required to restore it during the redemption period. The fee varies based on the domain type (TLD or Malaysian domains). Fees are automatically calculated when
Why was my payment declined? Payments can be declined for various reasons, including insufficient funds, expired credit cards, or security restrictions. Please double-check that your payment information is correct and up to date. If the issue persists, contact your bank or financial institution for further assistance.