pixelslash

I would have prefered dealing this issue somewhere other than an open forum but because Surpass seems to be having all sorts of issues I have no other choice.

My account was suspended today after I paid the bill 2 days ago via Paypal. I have received comfirmation from Paypal and the money was removed from my account 2 days ago (November 5th). Yet my account was suspended today. Mind explaining why?

I would create a ticket regarding this issue but of course there is something wrong with your ticket page:



Once that gave me errors, the next step is email. So I explained my situation in an email to billingsurpasshosting.com. The email address that is on every email I get from you guys. Well it comes back undelivered:


So I am posting on an open forum since I have no other option. Please unsuspend my account. Thanks.

markscns

Try a ticket again, I just visited the ticketing system and it came right up. Make sure you select the accounting division. Hopefully they will fix you right up.

https://desk.surpasshosting.com/inde...kets&_a=submit

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twinlakeweather.us SH92

pixelslash

Thanks, however I can't log into that section of the website. I know this sounds like I don't know what I am doing but it is no joke. It asks for the:
Email:
Password:

I type both in it tries to log in then takes me back to that page and gives me an error: "Invalid Username or Password"

So you think OK, I have typed in one of those wrong. So I re-type in my email address and click [Lost Password] just incase the password is wrong. I get an email from Surpass that gives me the primary email address and the password. I copy both and paste them into the appropriate boxes on that login page and still "Invalid Username or Password".

From day 1 (I have been a customer since September) I have never been able to log into that screen. I have always had to go to the address: https://client.surpasshosting.com/billing/ to do my tickets and invoices. This is the page that is buggered up.

I can't and have never been able to access: https://desk.surpasshosting.com/
I can't submit a ticket because of errors on: https://client.surpasshosting.com/billing/
I can't send an email to: billingsurpasshosting.com

What now?

markscns

You do not need a username and password to submit a ticket.

From the link I provided, simply select Accounting and submit. It will take you to the page to fill out your ticket.

I believe you will get a quicker response by using the link I provided.

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twinlakeweather.us SH92

pixelslash

Oh OK, thanks... I will give that a try.

pixelslash

Got a reply saying that my site is going to be down until NOVEMBER 13th. 8 DAYS after submitting my payment. My payment was 5 days late and now I am not going to have service for 6 more days.

This is outrageous. If nothing gets done about this, then I am going to be extrememly angry. Way to treat your customers surpass.

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.

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.

3- For the billingsurpasshosting.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..

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?

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pixelslash

Just checked and I am still getting errors when accessing that page, albeit different errors than before.

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.


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.

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/

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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.

Kayla

Hi,

I just found the ticket...

It seems you paid with eCheck, which is why they told you that..

I am going to go ahead and unsuspend the site. But with eChecks that is normal procedure in our billing department.

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