jonrizz

Hi All,
I tried updating my payment details in paypal and then recieved the following

Your subscription to Surpass has been cancelled
Which is not what I wanted.

I have submitted a ticket 13 hours ago (assuming the middle of the night Sunday) and was wondeing if there is anything else I should do and how soon should I do it.

Thanks
Jon

Kickersny.com

jonrizz: if it's your data that you're worried about losing, then have no fear: Surpass keeps data on the servers for 30 days after you cancel in case you decide to come back. If it's downtime that's the issue, then that's between you and Support. Sorry

jonrizz

Thanks Evan
I was a bit worried about the data, but I wanted the biling issue sorted out more, I updated my Payment Details but was unable to assign it to the surpass payment. I am not sure if surpass cancelled the account or I did some how when I was updating the Payment details.
My main question was, how long a wait should I expect for a new ticket to billing to be answered and what time of the day and what days I can expect an answer.

Jon

DewKnight

Make sure that you received the auto-response when you submitted the ticket to billing. If you did not receive an auto-response in your email with a ticket ID, then support never got the ticket, Check in your spam box just in case. You can always manually submit the tickets and keep track of them at the support desk: http://desk.surpasshosting.com . Billing only works the normal 9-5 M-F. If you still have not received a response on the ticket, you can try bumping it in the queue by replying to it.

jonrizz

Billing has me all sorted out, looks like I added the new payment option but did not assign it to Surpass. I still don't know how to to do this properly with paypal.
Thanks to the helpful response here and from billing I am glad I chose Surpass.
Thanks again
Jon

DewKnight

Glad that you got it sorted out.