Quote:
Originally Posted by Kayla
1- The issue you had with submitting a ticket was because you were submitting it inside your client area. There is nothing wrong with that of course, but a few days ago customers began to report to us that they saw those errors and it took some time to get fixed. If you submit a ticket now you will see that it works fine. So now that's all working normally. We apologize about the frustration caused there.
|
Just checked and I am still getting errors when accessing that page, albeit different errors than before.
Quote:
Originally Posted by Kayla
2- https://desk.surpasshosting.com has worked all along, it is not directly connected to the client area. Submitting a ticket there would have worked fine, just so you know in the future. I know that you said,
"I can't and have never been able to access: https://desk.surpasshosting.com/" but I have no idea why you wouldn't be able to see it, please let me know what happens exactly when you visit that link. We have not had any reports of customers not being able to go to our helpdesk recently. |
I didn't realize that the ticket would work unless I was logged in. The issue about not being able to log in is a totally different issue that I am not all that concerned about tbh.
Quote:
Originally Posted by Kayla
3- For the billing surpasshosting.com issue, it seems that the account had been deleted. It's working fine now.
Since that account uses an auto responder, mail had built up and a technician deleted the mail and the inbox. Apparently the POP account has to exist for auto responders, unlike with forwarders. So it is created again now.. |
Good to know, once I was getting all those errors and then the email couldn't be delivered to billing I started getting worried that surpass was going under as that was what happened to me previously on the server before this one.
Quote:
Originally Posted by Kayla
4- Now for the suspended issue... no one should tell you that - so I'm really confused on that. Once payment is submitted, sites can be unsuspended. It's very simple.
Can you post the ticket ID so that I can take a look?
|
From: Sulema F.
Date: 11/07/06 14:07:32
To: *email removed*
Subject: [#YNB-801248]: Account Suspended
Hello Kevin,
Now with our new billing system when a payment is received via echeck it takes a few days to clear.
Please see below.
In reference to:S-4P7456213U415053E
Name: *removed*
Email: *email removed*
Payment Sent to:paymentssurpasshosting.com
Total Amount:$6.00 USD
Date: Nov. 5, 2006
Time: 09:28:09 PST
Status: Uncleared (Expected Clearing Date: Nov. 13, 2006)
Unfortunately with this billing system a payment is not consider paid until its cleared.
For this reason your account was suspended automatically by our system.
The only way to avoid this is paying via credit card.
I apologize for this inconvenience.
Thank you for your cooperation and patience.
Sulema
If Surpass is doing a good job, please post in our Client Testimonial forum at http://www.surmunity.com/user-reviews/
-------
I close tickets or put them on hold to remove them from the open queue. Just reply to the email you received to automatically open the ticket again.