Q01What payment methods do you accept?
We offer a variety of payment options; allowing you to pay in the most convenient way to you.
One of our most popular payment methods is to pay with either a debit or credit card. We accept the majority of debit and credit cards as a payment option; however, I am afraid that we cannot accept payment from an American Express card. To add a card to your account, you simply need to pay an invoice through your account.
If you pay an invoice using a debit or credit card, the details of this card will automatically be stored on our system for your convenience, allowing payments to automatically be taken from this card for all future invoices. If you no longer wish to pay with a specific card which has been added to your account, please raise a ticket asking for this card to be removed, so a member of our team can delete these card details off our system on your behalf.
Bank transfers can also be made to make payment; even if you are not based in the UK. If you do not want to manually pay through bank transfers each month, for your convenience you can ask us to set up a direct debit with your bank, so payments can be taken automatically each month from your account. If you would like us to set up a direct debit, please feel free to get in touch through a ticket.
We now also offer PayPal as a payment option. If you wish to pay via Paypal, please get in touch through a ticket, as we will need to allow PayPal payments on your account.
If you have any further questions about payment options, please feel free to get in touch and a member of our team will be happy to help.
Q02How does your billing cycle work?
Our billing cycle is designed to bring customers to the point of having a single invoice, issued on the first of each month, for all services and products listed on their account. As a result, the initial invoices and billing cycle can be confusing when a new service is taken out. To help explain the billing cycle, we’ll run through how our system works, along with an example below.
After taking out a new product with us, your first invoice will be for one month in advance. For new customers, who currently do not have any services with us, this invoice will be paid prior to the service being set up. For existing customers, the invoice will be issued with the usual 30 days payment terms.
Once the service has commenced, the system will use the date on which the service was activated as a billing date and will raise an invoice for any remaining days in the following month, which was not covered by the original full month invoice raised. This effectively brings the billing up to the first of the month.
The system will then issue a single invoice on the first of each month, for the next month's services. In the event of a cancellation, all unused service periods will be credited and, if necessary, a refund will be issued.
Below is an example:
A service is ordered on the 16th of April.
The first invoice will be for one full month.
The service is then live on the 17th of April.
The system will use the 17th as the start point for billing and treat the initial invoice as being up to the 17th of May.
The system will then raise an invoice for the period of May 18th to May 31st. This brings the billing up to the first of the month, for future invoices.
On the 1st of May, the system will invoice for the full month of June. On the first of June, the system will invoice for the full month of July, and so on.
If you do have any further questions relating to our invoicing system, please don’t hesitate to get in touch and we’ll be happy to advice.
Q03How do I add a new card to my account?
In order to add a new card to your account, you simply make a payment with this new card on an invoice that is unpaid, through your MyServers account. Once you have completed the payment the card will be automatically stored for future payments on the account.
If you require further assistance, please feel free to get in touch and a member of our support team will be happy to help.
Q04How do I remove a credit card / debit card from my MyServers Account?
To have a card removed from your account, simply contact us through a ticket and request that we remove your credit / debit card from your account. You will need to supply the last three digits of the card number and the expiry date of the card you wish to be removed. We will then remove this card and advise you of other payment methods available to you.
If you require further assistance, please feel free to get in touch and a member of our support team will be happy to help.
Q05How can I reclaim overspends on my account after I cancel?
Any amounts that are due to you following the cancellation of services can be reclaimed and be repaid to the original card used; or in the case of BACS payments, sent to your bank.
To reclaim the overspent amount, please send us a ticket with all the relevant details and we will arrange for a refund to be issued.
If you require further assistance, please feel free to get in touch and a member of our support team will be happy to help.
Q06Do you store my card details?
When a payment is made with a new debit / credit card on your account, the card details will automatically be stored within our MyServers control panel, and payment will automatically be taken from this card for future invoices.
We operate in this manner for your convenience; as it allows payments to be made automatically each month without your manual intervention.
Your card details will be stored in a very secure, industry standard manor.
In regards to storing your card details, a message stating that the card details will be automatically stored appears, when you make a payment using a new card. The following message will also appear when making a payment, which informs you that “Payment will be collected automatically for future invoices” using this card.
By adding a new card and progressing beyond these two messages, you are agreeing that this card can be used for future invoices and that this card’s details can be stored on our system.
If you do not wish for us to take automatic payments from a card that is stored on our system, or if you wish for a card to be removed from your account, please raise a support requesting that your card be removed from your account. You can then pay future invoices through one of our other accepted payment methods.
If you have any further questions, please feel free to raise a ticket through your MyServers control panel and a member of our team will be happy to help.
Q07Can you split up my invoice into multiple separate invoices?
I am afraid we are not able to split up your invoices, into multiple separate invoices, in any way. Our billing system is designed so that clients are billed for all products and services within a single invoice, once a month.
If you have any further questions about invoices, please look through our FAQ page for further help, or please raise a ticket and a member of our team will be happy to help.
Q08How can I see my invoices?
You can find your invoices through the MyServers control panel. They are found under the My Account tab and then under the Invoices sub-tab.
Here you will be able to see all of you invoices and credits associated with your account, sorted by the year they were raised. The table on the Invoices page displays the unique reference number of each invoice, when they were paid (if they have already been paid), when they are due, if they are late and how much by, and the amount of the invoice.
You can also download your invoices as a PDF file; by pressing the PDF icon in-line with the invoice you wish to download. On the PDF version of the invoice, you can see the breakdown of the products and services being invoiced for and their associated costs.
If you have any further questions about your invoices, please feel free to get in touch and a member of our team will be happy to help.
Q09How does the billing system work once I cancel off one of my services?
When you request a cancellation for one of your services with us, we will cancel it from 30 days of the date requested. To stay pro rata, an automatic credit note is raised for the days not used within that billing period.
Please see the following example:
Customer requests cancellation on the 06/05/2019, 30 days from that date would be 05/06/2019.
Our billing system works a month in advance so the customer would have a credit note raised for the remaining 25 days of that month.
This credit is then assigned against the pending invoice so that the customer would only have to pay for the days used.
Q10How credit notes work?
When a credit note is raised on your account, the credit automatically is assigned to the oldest outstanding invoice first.
If there is an older invoice than the invoice that has been credited, it may look in the system that you need to pay this invoice off still, but this is just due to how our credits are applied in the system.
You can always click into the relevant credit note in myservers for a full breakdown of what the credit was actually for.
Q11Can we change the date for automated card payments?
We cannot change dates for automated card payments, as our system is designed to attempt payments upto 3 times if a payment fails.
This is generally attempted on 26th, 28th & the 2nd of every month, which is standardised for all customers throughout the business.