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reasons, including credit card expiration, insufficient funds, or issues with the payment processing system such as outdated contact details.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.
What are my service’s billing cycles and due dates? Billing cycle and due date of your service can be viewed in the customer portal. Once logged in, you may click on my services.
How can I change the payment or renewal term for my domain, services, or server? To adjust the payment term or renewal period for your domain, server, or other services, please review the following guidelines: Domains Current Process: To change the renewal term for domains, please submit a request via the customer portal or email
I’ve received / generated the renewal invoice proforma, but I can’t find it in the customer portal. It’s possible that the Proforma Invoice (PI) has become invalid. Proforma invoices typically have an expiration date, after which they are no longer valid. If you encounter this issue, we recommend submitting a ticket to Customer Support
Payment has been made, but my service still has not been renewed. Please verify if your payment has been updated. For online payments, a confirmation should be sent from the payment gateway. Once processed, your invoice and receipt will be available in your customer portal under Billing & Payment > Transaction History. For manual payments,
I am not the primary or the Billing person in the account. Can I get the invoice for the renewal payment? In adherence to our invoicing procedures, invoices can only be provided to registered contact persons. This protocol ensures that sensitive information is shared solely with verified and authenticated individuals, thus minimizing the risk
I have a server subscription server, when will my invoice be issued? Invoice issuance depends on the subscription cycle term, determined by the chosen Invoicing Type upon purchase, whether it’s a Proforma Invoice or a Tax Invoice. Typically, for a Tax Invoice, it’s generated seven days before the subscription expiration date and finalized on