Billing and customer service FAQs

Intermedia admins and users can log in here.

• Users. If you’ve forgotten your password, please contact your account administrator for help.
• Admins. Click the “Forgot your password” link and follow the instructions. 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.

Please note: To protect your account, we cannot assist customers that are not registered as an Account Contact for your company.

Intermedia partners can log in here.

• If you can’t log in, click “Forgot password” and follow the instructions.
• 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.

First, try logging in to your control panel. Here are some other reasons your services may not be working:

• Disabled for non-payment. If your account is disabled for non-payment, you’ll be taken to a screen that allows you to pay the outstanding balance and automatically reactivate your account.
• 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.
• Termination. 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 (800) 379-7729, option 3.

Intermedia maintains an extensive Knowledge Base with setup instructions, how-to’s and other useful information. You can access it at support.intermedia.com/app/main.

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. Log in to your account and verify that you’re the authorized billing contact and that your email address is correct. Also, please check your spam folder.

Log in to your account and navigate to Account > Billing & Company Information. You'll see a section for Billing Information where you can update your credit card. Also, make sure your company address is correct.

You can find detailed instructions for this procedure by visiting this Knowledge Base article.

First, verify that you have the correct credit card account on file. Log in to HostPilot, click the word “Account” and select the billing information page. 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.

If you are your account’s billing contact, you should receive an email each time a transaction occurs between your credit card and Intermedia.To verify that your information is correct, log in to HostPilot, click the word “Account” and select the accounts contacts page.

If the correct email address is listed, check your spam folder to see if the notifications are being redirected.

You can get hard copies of all charges made to your credit card using HostPilot.

• Log in to HostPilot
• Click the word “Account”
• Choose the account balance page
• Click Transaction Detail ID for any charge
• Click the link for a payment to view or print a payment receipt, or to view an itemized breakdown of the billing

Yes, in those states that impose tax on data services where Intermedia has established nexus. “Nexus” is a legal term that means we’ve created a connection with the state that requires registration. This act of registration requires us to collect and pay state and local sales tax when we charge non-exempt customers.

If you’re a current customer in one of the states that impose taxes on data services, you will notice the change on your bill for your data products, software licenses or data processing services starting in the first quarter of 2016. (The relevant taxes are already being applied to voice services such as Cloud PBX, SIP Trunking, etc., so there is no change to our voice services taxation practices.) 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. To simplify the distinction, Intermedia defines all of its services to be “data services” except Cloud PBX*, SIP Trunking and our Individual Voice Services (800 numbers, conference calling, etc.)

* A small subset of Intermedia Cloud PBX customers may be subject to sales tax on the “user charge” line-item. Intermedia classifies this portion of the Cloud PBX service as a “data service." This is only applicable to some versions of our Cloud PBX service.

We do so because many states impose sales tax on cloud-based or SaaS services, software licenses, or data processing services. They mandate that either the providers of these services must collect sales taxes, or that the customers must pay “use tax” on the purchase of these products or services.

A provider is required to register and collect and pay taxes in states where they have created sufficient “connection with the state,” also known as “nexus.” If a provider has not created sufficient nexus in a state, and does not bill sales tax on appropriate items, then the customer is responsible for accruing and paying use tax.

Either way, taxes are required on taxable products purchased from Intermedia, as they are for all cloud services providers.

Yes. Our practices are standard practice in the industry, as required by law. Microsoft, Google and other providers also collect and pay state and local taxes in the states in which they have nexus so that their customers don’t have to calculate and pay their own use tax.

In addition, voice services are subject to separate telecom taxation regulations.

The applicable sales tax rate will be determined based on your service address, which you can confirm in the “Company Information” field within HostPilot.

If your organization is exempt from state and local sales tax, please forward a valid copy of your exemption certificate to TaxExemption@intermedia.net and we’ll update our records accordingly.

There are two criteria that determine whether Intermedia will bill sales tax in a given state: 1) our legal status within the state, and 2) the state’s tax laws.

1. Our legal status. One result of Intermedia’s recent growth years is that in a greater number of states, Intermedia has established “nexus”—a legal term that means we’ve created a connection with the state that requires registration.
2. 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.

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 2016.

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. Therefore, please be aware that states may be added or removed from this list Intermedia’s business evolves or as a state changes its legislative approach to SaaS.

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.e., any state for which you have provided a valid resale certificate).

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. By doing so, you’ll avoid receiving unnecessary tax charges.

However, there is a significant benefit to sharing your resale certificate today, even if you don’t resell Intermedia services in states that currently tax SaaS services: you will be protected against surprises that may result from future changes in your state’s taxation laws.

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.net. (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.

Please note: If you cannot provide a resale certificate for a state in which you’re reselling Intermedia products, you should know that certain states will accept your home state’s Resale Certificate as proof of exemption. 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. Just log in to HostPilot and click the word “Account” to see the options available under Plans and Pricing for changing or upgrading your services. 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.

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 2.2b of Intermedia’s MSA for more details about terminating your account mid-contract and how the early termination fee is calculated.

Log in to HostPilot, click the word “Account” and navigate to the Termination page.

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. (Please review section 2.2b of Intermedia’s MSA for more details.)

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.

You can reactivate within 14 days after termination without losing your account data. There is a $40 fee to reactivate a terminated account, as well as the receipt of any past-due balance owed. 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.

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:

1. Log in to HostPilot
2. Navigate to the Account Contacts page
3. Create a new administrator account
4. Switch permissions so the new administrator is now listed.

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.

Your quota notification describes which quota you’ve exceeded. 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). After you delete content, be sure to check the Additional Disk Space Purchased field within HostPilot to verify and, if necessary, reduce your storage quota.

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.

Billing under Intermedia’s Partner Program is processed in arrears. This means that the complete balance for the previous month is due at the start of the current month.

To review your balance, log in to the Partner Portal. Go to the Billing tab and select My Balance to see current charges. 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.

Intermedia offers several options for billing your end user account.

• 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.

  Once activated, you can input end-user billing right from the Intermedia partner portal.

  • Log in to the Partner Portal
  • Navigate to the Billing > Customer Billing Tools > Payment Processing page
  • Set up your end user accounts for payment processing.

  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. You can choose from PlayFlow and Authorize.net. (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.

• Billing through ConnectWise. If you are already using ConnectWise to invoice your customers, you can export all the customer information you need from Intermedia’s Partner Portal into ConnectWise’s system for integrated and simplified payment processing. Contact your Partner Development Executive for more information.

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.

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.

Here’s how you find informaiton on these permissions:

• Log in to the Partner Portal
• Navigate to the homepage
• Click Product Materials
• Look for the Release Notes section
• Review Realese Notes 1.55 for information on permissions and notifications

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.
• Have you reached a commission payout amount of $100.00 or greater? Our Advisor program sends commission checks once you reach $100.00 or more for payout. To review your current commission balance, please navigate to the Advisor Model > Reports page and click on the Commissions Pending tab.

Our 30-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.

To terminate your service, contact the Customer Service/Billing department within the first 30 days. Upon cancellation, Intermedia will refund any monthly reoccurring mailbox fees to your credit card.

More information regarding our 30-day trial is available on our Legal page.

If you have not received your refund, please contact customer service using the information above.