Billing questions are answered fastest through the Client Area.
HOW TO ASK
Log in and open a ticket in the Billing department. Opening it from inside the Client Area identifies you automatically, which removes a verification step.
WHAT TO INCLUDE
The invoice number, if your question concerns a specific invoice The service in question Payment references, dates and amounts for anything payment-related What you expected, and what happened instead What outcome you are looking for
WHAT NOT TO DO
Do not email from an address that is not on the account, as we cannot discuss account details with an unverified sender and it adds a delay. Do not open several tickets about the same question. It slows the queue for everyone, including you. Do not raise a bank chargeback before asking us. It triggers a formal dispute, a fee, and usually suspension, and takes weeks rather than hours.
IF SUSPENSION IS IMMINENT
Say so clearly in the ticket. We will normally hold the account while a genuine query is being examined rather than suspending over a contested or unclear amount. But we can only do that if we know.
