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  1. #1

    Default New SSL Certificate Renewal Emails from Billing are a Disaster

    I think I've been with westhost for 9 years at least now.
    I have many SSL certs that I have to renew every year.
    The old way of doing things was that billing sent me an email just before the date, I went to the payment page and paid for it and it was done.

    The new system sends me constant "reminders" about all of SSL certificates and is now sending OVERDUE NOTICES that say right in the email that the due date is 2 months out.

    I have everything set to be automatically paid via CC for when the times comes but for some reason Billing keeps sending me overdue notices and constant reminders.

    When I talked to someone in billing they said "sorry about that, it is automatic".
    I asked if they can fix it so they don't send out erroneous overdue email notices and she replied
    "I am sorry sir but it is automatic, we can't do anything about it"

    I have built plenty of online billing systems and I absolutely know that there actually is something westhost can do about it.
    Just change the email template to look at the due date and automatic payment preferences for a customer before sending out OVERDUE NOTICES in error.

    That is my suggestion for you and for Stacy in Billing.

    Regards,
    Mark Lewis
    CEO, Partners In Rhyme Inc.

  2. #2

    Default

    Thank you for describing your experience and providing your suggestion for improving our billing system. This helps us continue to find ways to fine tune our system to work better for our clients. I am sorry that the current system caused frustration for you this year after fine experiences in the past.

    I have found your account and checked the two SSL renewal invoices and emails that were sent to you. I am reviewing these with our billing department to identify short term and long term options to address your concerns and get it projected into future updates.

    Thank you again for your suggestion and we will see what we can do in the future.
    Kyler Anderson
    Technical Support Manager
    Contact Support: E-mail | Live Chat | Twitter

    http://www.westhost.com/

  3. #3

    Default

    Hi Kyler-
    Thank you for your response and for removing the OVERDUE INVOICE in the email template.
    I have 3 warnings now that the billing dept keeps sending me.
    I have a card on file. I have requested that they simply just put the payment through instead of sending me constant email reminders and warnings.
    I tried the link to pay online
    https://contact4.westhost.com.
    but it requests yet another login. I have no idea which login they might be requesting. I have so many, server manager, domain names, etc.
    What login is this one?
    Why can't it simply go to a payment page like before? That was so easy and direct.
    Why has this whole process become so difficult and convoluted?

  4. #4
    Moderator wildjokerdesign's Avatar
    Join Date
    Jun 2003
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    Kansas City Mo
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    Default

    Would be best if you call WestHost direct on this. I am not sure when but at one point I think they sent out notifications of the new billing system and details about signing in. I can sign in and it list all my domains I have set up under the old Site Manager system along with options for each. It is not the same username/password combo as other things. I am sure if you call them they can get you set up a squared away with your log in.
    Shawn
    Please remember your charity of choice: http://www.redcross.org

    Handy Links: wildjokerdesign.net | Plain Text Editors: EditPlus | Crimson

  5. #5

    Default

    Thanks Shawn.
    I am able to log into the new billing section now but I simply get a spinning wheel that says "processing" and it never loads any content.
    Seems to be hung.
    https://contact4.westhost.com/login.php

    I will do as you suggest and call billing to see if they can get this all sorted.

  6. #6
    Moderator wildjokerdesign's Avatar
    Join Date
    Jun 2003
    Location
    Kansas City Mo
    Posts
    5,721

    Default

    I've never had that happen before with this system but I have had it happen of late with others. Loading screens are generally javascript powered and often if after a min or so if they don't go away you can often simply refresh the page and all is well. Glad you where able to get logged in.
    Shawn
    Please remember your charity of choice: http://www.redcross.org

    Handy Links: wildjokerdesign.net | Plain Text Editors: EditPlus | Crimson

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