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Please note: To protect your account, we cannot assist customers that are not registered as an Account Contact for your company. What should I do? First, try logging in to your control panel. Here are some other reasons your services may not be working:. Where can I get more information about using or managing my Intermedia services? If you are designated as the billing contact for your account, you should receive an email each time a transaction occurs between your credit card and Intermedia. First, verify that your contact information is set up correctly. Also, please check your spam folder. How do I update my credit card and billing information? Also, make sure your company address is correct. You can find detailed instructions for this procedure by visiting this Knowledge Base article. I received an email that my credit card was declined. First, verify that you have the correct credit card account on file. If that information is correct, call your credit card provider to understand why the payment was declined. If there are no problems with your provider or your data, then the charge will likely be successful on the next attempt. If the problem persists, please contact customer service using the information at the top of this page. I have not been receiving notification of charges made to my credit card. If the correct email address is listed, check your spam folder to see if the notifications are being redirected. Yes, in those states that impose tax on data services where Intermedia has established nexus. This act of registration requires us to collect and pay state and local sales tax when we charge non-exempt customers. This will simplify your accounting because you no longer have to calculate and pay the use tax on taxable products purchased from Intermedia. Sales tax and use tax only apply to data services such as Exchange Email or SecuriSync. Voice services are subject to different taxation policies under telecom taxation laws. We do so because many states impose sales tax on cloud-based or SaaS services, software licenses, or data processing services. Either way, taxes are required on taxable products purchased from Intermedia, as they are for all cloud services providers. Our practices are standard practice in the industry, as required by law. If your organization is exempt from state and local sales tax, please forward a valid copy of your exemption certificate to TaxExemption intermedia. At this time, we are determining specific requirements on a state-by-state basis. We expect to begin adding taxes to bills where required in Q1 However, you should know that Intermedia is regularly establishing nexus in additional states AND that states are regularly changing their legislative approach to taxing SaaS services. Not necessarily. If you are reselling taxable Intermedia data products and can provide a valid resale certificate for one or more states, then Intermedia will not apply sales tax to your invoices with respect to services sold to end customers located in those states i. However, you will be responsible for collecting and paying the applicable sales tax from your customers. Intermedia is required by law to apply sales tax to all invoices in states where SaaS services are taxable, unless you provide valid resale certificates for those states. States are constantly looking for new revenue. If we have your resale certificate on file, we can help reduce billing errors if the laws in your state do change. Please send a valid resale certificate for each state in which you do business to TaxExemption intermedia. And make sure you note all of your partner IDs, in case you have more than one. In addition, please make sure the name and address listed on your resale certificate s matches the address listed in your partner portal. If any changes need to be made, please let us know. For details about the requirements of your home state, download this PDF. If you are unaware of the purpose or legal requirements regarding reselling software and the need for resale certificates, we recommend that you contact your accountant for further information. Here is a good overview of the requirement from the blog of a firm that is unaffiliated with and not endorsed by Intermedia. You can do this within HostPilot. You can also compare plans here to insure your needs are fulfilled. You can only change an annual plan into a monthly plan at the end of your contract term. Upgrades to annual plans from monthly contracts can be done at any time. If you need to remove a service from your account, please contact the customer service team using the information at the top of this page. What is the difference between a monthly contract vs. Annual contract plans offer lower prices than monthly contract plans. If you cancel an annual plan early, you will be subject to an early termination fee. Please review section 2. Follow the steps to either terminate your account on the spot, or schedule your account for termination at the end of the current term. If you are on an annual contract, you will only have the option to schedule your account to be terminated at the end of your current contract term. If you need to terminate your account mid-contract, you will be subject to an early termination fee. You can also contact our customer service team to cancel your services. You can reach customer service using the information at the top of this page. Note: All data and content associated with your account is deleted 14 days from account termination. How do I restore my services with Intermedia after I terminated my account? You can reactivate within 14 days after termination without losing your account data. Once you have agreed to pay the fees, and we have verified you have the authority to take this action, your account will be restored. How do I designate a new account administrator and remove the previous contact? The simplest way to designate a new administrator is do so before your current one has left your company. Your administrator can follow the following steps:. You can then chose to leave the previous administrator as a secondary contact or delete their account to completely remove access. If your administrator cannot log in to your account, please contact customer service using the information at the top of this page. I received a disk quota warning. How do I reduce my disk space? To avoid penalty, you need to either delete content or increase your quota which increases your monthly bill. You have a five-day grace period after a quota notification before a penalty is applied. Please note that the system may automatically increase your quota to protect you which will increase your monthly bill. In addition, please note that disk space is recalculated each night. After you delete content, you must wait 24 hours before lowering your quota within HostPilot. If you have questions, contact our technical support team for information about properly managing disk usage. This means that the complete balance for the previous month is due at the start of the current month. By selecting the previous month from the dropdown menu, you can review all the monthly fees and services that will be due at the start of the month. What options do partners have for processing end user payments? Billing through the Partner Portal. To set up end user payment processing, you need to enable End User Billing for your account. Please contact customer service for assistance using the information at the top of this page. As a part of setting up your end user accounts, you will need to have or create a merchant account with an authorized payment processing provider. Separate fees map apply for these services. Once your payment processor account is set up, log in to the Partner Portal and enter the required information on the payment processing page. You can complete end-user billing on the payment processing page under Customer Billing Tools. To reactivate an end-user account, follow the same instructions and choose the option to enable their service. Please note: disabling an end-user account is not the same as terminating it. If the account is not terminated before the 1st of the month, it will be considered active account and all mailboxes and services will be charged necessary licensing fees. Please make sure to terminate any necessary accounts prior to your monthly billing. I have resold a few accounts as an Intermedia Advisor. There are a number of reasons why you may not have received a payout for your commissions earned:. Our day trial is an option that allows accounts that are less than 30 days old to terminate their service or subscription without incurring early termination charges and with a refund of service fees. Your account will be set up with a monthly billing plan unless you terminate within the 30 day trial period. Upon cancellation, Intermedia will refund any monthly reoccurring mailbox fees to your credit card. I terminated my Intermedia account within the day trial. If you have not received your refund, please contact customer service using the information above. We can grant a payment extension to the 20th of the month, but if payment is not successful by that date, affected accounts are disabled for non-payment on that day. If we are unable to collect the balance by the payment extension date, the account may be terminated without notification. Here are answers for customers and partners. Call Intermedia Support. Customer service and billing questions If you cannot find the answer you seek, feel free to contact us. If you do not know your admin email address or the answer to your security question or if you have not set it up , contact customer support using the information at the top of this page. If you do not know your email address or the answer to your security question or if you have not set it up , contact customer support using the information at the top of this page. My Intermedia services are not working. Here are some other reasons your services may not be working: Disabled for non-payment. Disabled for policy violation. If your account has been disabled for a policy violation, you will be directed to contact our technical support department. A representative will explain the violation and how you can get compliant with our acceptable use policy. If the account was terminated, either by you or by Intermedia, you will not be able to log in. Please contact customer service using the information at the top of this page. Cannot log in. If you can log in to your account and do not see any customer service or billing messages, contact technical support immediately at , option 3. You can get hard copies of all charges made to your credit card using HostPilot. Taxation questions Does Intermedia tax its data services? Why does Intermedia charge taxes for data services? In addition, voice services are subject to separate telecom taxation regulations. How does Intermedia determine the tax? What about tax-exempt organizations? Our legal status. State tax laws. Over the last few years, many states have recently passed legislation that require sellers of data services such as SaaS to collect taxes. Why should I submit my resale certificate? How can PLR partners submit their resale certificates? Customer service questions How do I change my service plan or upgrade my services? How do I cancel my account and terminate services? Your administrator can follow the following steps: Log in to HostPilot Navigate to the Account Contacts page Create a new administrator account Switch permissions so the new administrator is now listed. Intermedia offers several options for billing your end user account. Once activated, you can input end-user billing right from the Intermedia partner portal. Billing through ConnectWise. Contact your Partner Development Executive for more information. How do I disable an end user account for non-payment? To disable an end user account: Log in to the Partner Portal Select Customer Account Management Go to the Active Accounts page Locate the end user account Select the Modify Account option Click on Change Account State to disable their service status To reactivate an end-user account, follow the same instructions and choose the option to enable their service. How do partner administration permissions work? There are a number of reasons why you may not have received a payout for your commissions earned: Have you submitted your W9 form? Every year, you must complete and submit your W9 form to be eligible to receive commission payments. You will find the W9 form on the Get Started page inside of your advisor portal, under Step 2. Key billing dates during each month. Initial payment problem email notification is sent for all accounts that fail to process. Second payment problem email notifications are sent for all accounts that fail to process. Third and final payment problem email notifications are sent for all accounts that fail to process. Charges for these balances are processed, and all remaining delinquent accounts are disabled for non-payment. Become a Partner Become a Partner. Charges for all accounts are due and are processed. Charges for remaining balances are processed. Charges for remaining balances are processed, and all remaining delinquent accounts are disabled for non-payment. All payment extensions expire.
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Billing partner
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