Billing Guides


Everything about billing to keep your account up and running the way you want it.

  • General Billing
  • Additional Billing
  • Updating Card Details

    All customers should update their credit and debit card details by completing the following process:

    1. Navigate to Billing > Billing profile.
    2. Ensure Credit Card is selected from the drop down and click the Edit icon.
    3. Enter your billing contact details. Note these can be different to your contact details.
      We recommend using an email not associated with your domain name so you always receive notifications regards of your account status.
    4. Enter all your card details including the 3 digits on the back, then click the Add button. When the new card details have been submitted your card will automatically be charged.

    Paying with Paypal

    Enabling PayPal as a payment option

    1. Click on Billing > Billing Profile.
    2. Next to Edit Billing Profile, from the drop down select PayPal and click Edit.
    3. Complete all your billing contact details and enter your PayPal payments email address, Click Add.

    Depositing PayPal funds

    1. Click on Billing > Billing Profile.
    2. under the heading Use the following form to transfer money to your account via PayPal enter the amount you wish to debit your hosting account and click Submit.
    3. Deposting PayPal Funds

    4. You will then be taken to PayPal.com to complete the payment process.

    PayPal Subscriptions

    Currently we don’t support subscription payments, so to avoid any loss of service it may be worth over paying or switching to a yearly billing cycle. We also accept all major credit/debit cards for monthly payments.


    Billing Profile

    A billing profile is a set of billing details such as credit card information and/or billing info (first and last name, company, address, phone, e-mail, etc.) It is required to collect payments and to contact you on financial or related matters. You can have several billing profiles and use them in turn, activating the one you would like to be charged.
    You can share one billing profile between your accounts, if you have more than one. This means you can pay with one card / receive bills at one address for all your accounts. Settings are configured individually for each billing profile.
    If you sign up as a trial user, no billing profile is created. The system, however, keeps track of all your purchases and includes them into your bills available in the Billing Statement.
    Important: If a trial user happens to enter his valid credit card info, one of the two things may happen:

    • User is immediately charged according to Billing Statement
    • User balance is zeroed out if it’s provided by a plan the user signed up under.

    To create a billing profile:

    1. Click on Billing > Billing Profile.
    2. On the page you will be taken to, choose from the available type of payment for your new billing profile in the Edit Billing Profile drop-down box and click the Edit button next to it:
    • Edit Billing Profile: After the edit, the old data will be preserved in an old billing profile.
    • Receive the invoice by e-mail?: With this option ON, you will receive invoices that will inform you of accruals, charges and your current balance status.
    • Change Billing Profile: If you activate an alternative billing profile, the current one becomes deactivated.
    • Delete Billing Profile: Permanently delete the billing profile you don’t need any more.
    • Plan: You can switch plan, if necessary.
    • Billing Period: The rate at which you pay for your hosting account can be set here.

    Updating Contact Details

    It is imperative that you keep your contact details updated as Pipe Ten will use this information to contact you about your account account as required, especially that there is a valid email address listed on the account as this is the primary method of communication.

    1. From the left hand menu, select Account > Contact info.
    2. Update your account information and select the Change button.

    Billing History

    In H-Sphere you can view charges for all your accounts and by billing profiles for one account.
    To view charges for all accounts:

    1. Select Billing > Statements by Profile.
    2. Select the profile from the box and press to get statements for this profile. The Online Summary Invoice page will display your bills for all accounts.

    To see your charges by billing profiles for one account:

    1. Navigate to Billing > Billing Statement

    2. A billing statement consists of consequent invoices:


    3. Balance shows how much money you have on your balance. A negative balance shows how much you owe for the services used. This is usually appropriate for users who pay by check and for credit card users whose credit cards failed to be charged.
      Credit restricts your ability to buy new resources in case your credit card fails to be charged or you have run out of your ‘check’ money.

      • Description: the name of your current account.
      • Total: the amount accrued for the billing period. This amount consists of accruals for all resources, including the setup, recurrent and usage fee. However, it does not include or depend on factual charges, nor is it related to debits and credits to the account. For example, if you were accrued £10 setup fee, the Amount will show £10.00, even if your credit card has been immediately credited by this amount.
      • From: the beginning of the payment period.
      • To: the end of the payment period. In the example illustrated above, Opened means that the billing period has not finished.
        A new bill is created for every new payment interval The initial setup fee is put in a separate bill.

    Change Billing Period

    Your billing period determines how far in advance you pay. Your hosting plan may be configured to allow you to switch between billing periods of different length, price and discount policies.

    To change the billing period:

    1. Select Billing > Billing Profile.
    2. Select the edit icon in the billing period section.
    3. Select a different billing period and click theChange button.
    4. change_billing_period_2

    5. Familiarise yourself with any billing changes that will occur and click the “Yes, I do want to change to the billing period” button.

    More about billing on changing billing periods.


    Changing Plans

    Your hosting plan determines the services you get with the account and the prices for these services. Big sites with high hit rates and special services require more expensive plans; cheaper plans are suitable for simpler sites.
    Note: When upgrading enure you choose a plan ending in + as these are our most recent packages.

    1. Navigate to Account > Quick Access.
    2. Select the Edit icon next to your current plan.
    3. From the drop down menu select your new plan and click the Switch icon.
      Note packages ending in “-” are our legacy packages, please ensure you choose a package ending in “+” to get the full quotas as seen on our main website.
    4. Confirm any charges or differences to the package

    Warning: Switching plans will disable the resources that are unavailable under the plan you are switching to.
    If you don’t see the plan of your choice in the list that appears, it means it is incompatible with your current plan. You can’t change to an incompatible plan, but you can create a new account under this plan and then, if you want, you can delete your old account.

    • Plan Upgrade: If you are switching to a ‘higher’ plan, your disk quota doesn’t increase, but free units do. As a result, your disk quota may turn out to be lower than free units, so you can increase your disk quota without being charged. The same is true of other resources.
    • Plan Downgrade: If you are switching to a ‘lower’ plan, the system reduces your quotas for free units. If you are using more than free units, the system reduces the quota to the amount you are using.

    Viewing Invoices


    A printable version of your VAT invoice is accessible from your control panel. Automatic emails of VAT invoices can also be set up using the steps outlined below.

    Printable Statement via Control Panel

    1. Navigate to Billing > Billing Statements.
    2. Select your latest statement.
    3. Click the Printer icon in the top right hand corner.
    4. A printable invoice which contains all VAT information and payment details will be displayed

    Invoice via Email

    1. Click on Billing > Billing Profile
    2. Select the Receive the invoice by email? button so that it displays as ON

    Adding a new account to an existing account

    1. Go to User > Add Account.
    2. Select the package you would like on your new account.
    3. Check that the package you selected is correct and that the fee is correct, then select next.
    4. You will be met with an agreement, read through it and select agree followed by next.
    5. You will then be asked to fill out all the relevant information for your new account.
    6. Select the Payment type, Billing period and Billing profile.

    7. Select the type of domain that you will be using
    8. Then you can finish and make the payment. When your payment is received your account will be activated

    9. Viewing Expected Payments

      All customers should be able to see their Expected Payments by completing the following process:

      1. Navigate to Billing > Expected Payments.
      2. You should now see your Expected Payments, like so:

      Enable Invoice Emails

      All customers should be able to enable invoice emails by completing the following process:

      1. Navigate to Billing > Billing Profile.
      2. You should then see an option called “Receive the invoice by e-mail?” which you need to enable, as shown:


      Available Payment Methods

      Credit Card

      All major credit card brands are supported by Pipe Ten. If you find that your credit card is not supported however please contact support. Sometimes, the account may require system administrator to approve of your registration, in which case the account will not be available immediately.

      Cheque

      Cheques must be sent to the appointed location during registration. Your account will not be activated or available until the cheque has been received and processed.

      PayPal

      PayPal is an accepted payment form and can be set up as outlined here.


      Refunds

      Money in your hosting account is returned either by cheque or by crediting the account balance, we cannot however issue money back to credit cards. The automatic crediting of your account balance initiated by various account activities is called refunding. Refunds can be found listed in the Billing Statements section.

      The Full refund message in the account Billing Statement implies that it isn’t adjusted to the refund percentage which is when you quit hosting during the Moneyback Period.

      Refund Formulas

      Only the latest recurrent fees are refunded. Refund calculations for billing period and monthly resources differ:

      • Refunds for billing period resources = (recurrent fee charged over the current billing period x days remaining to its closure x refund percentage) / ( billing period duration in days x 100% )
      • Refunds for monthly resources = (recurrent fee charged over the current billing month x refund percentage) / 100%

        Note: Refunds for monthly resources, unlike for billing period resources, are never prorated to the days remaining till the billing month closure.

      If recurrent price for resource has been changed, the refund will be calculated based on prices used to calculate the latest recurrent fees prepaid.
      Refunds are triggered when prepaid billing period resources is deleted, account’s plan or billing period is changed, quotas and limits are reduced or when user quits hosting during and after moneyback period.

      Getting Money Back

      If you quit hosting during the Moneyback Period, you are refunded all recurrent charges that are neither adjusted to refund percentage nor prorated to the days remaining to the billing period closure. If you quit hosting after the Moneyback Period, refunds are calculated according to the refund formulas. Mind that the setup and usage fees for any resources are not refunded.

      Not all plans allow to claim money back. To find out whether this feature is available under a plan, go to the signup/login page and click the link that says: To compare available hosting plans and price schemes, please click here. In the form that appears, check the boxes to the plans you want to compare or click the Plan group link to compare grouped plans and their price schemes. In the first section of the chart that appears find Money Back Guarantee.

      To claim the money back, click Money Back on the control panel home page. The following page will appear:
      moneyback

      After you click the first link, your account will be suspended:
      moneyback2

      The amount due will be sent by check to the address you specified in the Billing Info.


      Available Billing Periods

      Traffic, disk usage, MySQL, and MSSQL usage are determined by your billing month.

      Billing month equals the number of days in the billing period divided by billing period duration in months. Billing month determines how far in advance recurrent fees for billing month resources are prepaid. Accounting for other resources is determined by billing period. Its length can vary depending on your hosting plan. Your hosting plan may be configured to allow you to switch between billing periods of different length, price and discount policies. Based on this difference, resources are sometimes referred to as monthly or billing period resources.

      Accounting for other resources is determined by billing period. Its length can vary depending on your hosting plan. Your hosting plan may be configured to allow you to switch between billing periods of different length, price and discount policies. Based on this difference, resources are sometimes referred to as monthly or billing period resources.
      Based on this difference, resources are sometimes referred to as monthly or billing period resources.
      A new billing period/month opens:

      • when your account is activated upon signup or moderation
      • when the previous billing period closes
      • when the previous billing month closes (valid only for billing month)
      • when you change to billing period shorter than the time elapsed from the beginning of a current one
      • when your start billing date is changed by administrator.

      VAT Eligibility

      As we are a UK business and all services are sold and used from the UK, all of our customers irrespective of their country are billed VAT at a rate of 20%


      NOTAUTHED 2000

      When adding a resource to your hosting account you may encounter the following error message; Status: NOTAUTHED 2000 : The Authorisation was Declined by the bank.

      The most common cause is that your card details have expired or you don’t have enough funds. This is normally rectified by updating these details or depositing funds via PayPal.

      Please note: we can’t see why your bank may of declined your card. You will need to contact your bank for this information.

      If you are having difficulty please contact the support team.


      Account Cancellation

      If you would like to end your account with us, please fill in the following form.

      Please note: Cloud & Dedicated accounts are required to give 30 days notice before we can close your account.