Value Added Tax (VAT) in South Africa In this article, we answer some of the frequently asked questions on VAT at a rate of zero percent. Read article
What is the difference between my two customer accounts in the xneelo Control Panel? Depending on the products you order in the xneelo Control Panel, there may come a time when you need to set up a second account. Read article
What happens if payment is not received by the payment due date? We offer monthly payment via debit order or annual payment via EFT or card. Non-payment results in an escalating overdue payment process. Read article
How to get started Start here to order your hosting account with xneelo. Read on for a quick guide to help you get your website up and running. Read article
Why am I charged a domain transfer fee? While xneelo does not charge a fee to transfer domains to us, our chosen registrar, Tucows, charges a domain renewal fee to transfer domains to… Read article
What will happen if I don’t pay for my traffic over-usage? Xneelo will be forced to take corrective action and restrict access to your website. This means that your website may be suspended. Read article
Debit order FAQ This article answers some frequently asked questions about xneelo’s debit order process. Read article
How to settle your invoice by card Your cash invoice can be settled by an online card payment using a Credit, Debit or Cheque card. Access your invoice to do so. Read article
xneelo’s B-BBEE status xneelo supports the intent of the B-BBEE. We don’t meet the criteria for ICT entities and are unable to make a contribution towards BEE scorecards. Read article
xneelo’s POPIA Compliance The Protection of Personal Information Act is South Africa’s data protection law. At xneelo, we care deeply about the security of your personal information. Read article
How to deal with phishing scams Phishing is a fraudulent attempt to obtain sensitive information such as usernames, passwords and credit card details. Here’s how to avoid becoming a victim. Read article
How to Cancel your order within the 7 day grace period We offer a 7 day grace period on new orders. If you change your mind within 7 days of order, you will be given a full refund on the hosting fee. Read article
konsoleH Access levels The konsoleH control panel allows for login at two management levels, either Admin level or Domain level, depending on permissions granted to the user. Read article
Update your account information Follow this quick guide to update your contact details or banking information via konsoleH. This will ensure you receive timeous invoices and other important notifications. Read article
How to reset or update your passwords Use this step-by-step guide to reset or update the various passwords on your hosting account, including FTP, email, and database passwords. Read article
Customer number and Admin/Management password Manage your hosting accounts via the konsoleH control panel by logging in with your Customer number or email address & Management password. Read article
Manage your newsletter subscription Subscriptions to our newsletters, network notices & fax-to-email service are available via the Account Admin tab in konsoleH. Read article
How to place your First Order Follow these steps to place your order for our services. Your hosting account will be setup and available to use immediately. Read article
Authorised Contacts and their Access Rights Use the ‘Manage Contacts’ feature in konsoleH to authorise additional Admin, Billing or Technical contacts to access various aspects of your account. Read article
Change your Payment Method or Interval If you want to change your payment method or debit order date, then follow these instructions. Remember, only one payment method per account. Read article
Update my VAT number The VAT registration number is part of the Account Owner information that should be kept up to date, and can easily be edited in konsoleH. Read article
How to Reset Forgotten Passwords All passwords are encrypted and are not stored in association with your hosting. Follow these steps to reset your forgotten password. Read article
View your Invoice The Statement Overview tool in konsoleH provides detailed billing information with access to current and past invoices. Read article
How to reactivate your account If your hosting account has been deactivated due to non- or late-payment, you are able to have it reactivated immediately at any time of day. Read article
What is 3D Secure? 3 Domain Security (3D Secure) is a service facilitated by Visa and Mastercard to protect card owners from unauthorised online transactions. Read article
How to Confirm Payment It is not necessary to send proof of payment to xneelo. Confirm your payment via Account Admin in konsoleH. Read article
International Payment International Payment options Payment from customers outside of South Africa (i.e. non-South African bank accounts) are offered on an annual basis, using either: DPO card payment… Read article
My account is deactivated but I have made a payment If your account is deactivated despite having made payment, log in to konsoleH and choose the Payment Made box. Read article
Why can’t I find a tick box to indicate that I’ve made a payment? You have already used the ‘Payment Made’ Tool for an invoice and the payment was not settled in full. Your preferred payment method is Debit… Read article
Why is my account still reflecting as outstanding, I have made payment and ticked ‘Payment Made’? There are a number of reasons why your account may still be reflecting as outstanding: Your payment may not yet reflect on our bank statement…. Read article
What should I do if I have made a part payment and have selected the Payment Made Tool? The Payment Made Tool can only be used once per invoice as you have to confirm that you have made a full transfer for the… Read article
What will happen if I do not use the payment made tool? It depends on when payment was made: If you have settled your account before day 7, your services will not be suspended. If you have… Read article
How to change your banking details Follow these steps to easily update your payment method or banking details for your debit order via the Account Admin tab in konsoleH. Read article
How many times can I use the Payment Made Tool? The Payment Made Tool can only be used once per invoice. You will not receive another opportunity to use it for that specific invoice. Read article
How to change your konsoleH Admin/Management password Your Admin/Management password is used to access your konsoleH control panel and controls all aspects of your hosting account. Read article
What Privileges do Contacts have? Did you know that each xneelo account allows you to specify authorised access to various individuals, according to their role? Refer to this detailed table. Read article
How to obtain a copy of your contract with xneelo When placing an order with us, customers tick a box confirming that they have read and agree to comply with the terms of our contract. Read article
Why have I not received payment reminders via SMS or email? Please keep your contact details up to date (email address and contact numbers) as this information is used to stay in touch with you. Read article
Why have my services been suspended if I have paid? There are a number of reasons why your services may be suspended and provision should be made for delays in transfers between financial institutions. Ensure that you have confirmed your payment via your control panel. Read article
How can I prevent receiving payment reminders? Ensure that your payment (by cash or debit order) is received in full by the due date to avoid receiving payment reminders by email and SMS. Read article
Why is my payment due date in the past? xneelo has a strict 7-day payment window for invoices (cash basis). Email payment reminders are a courtesy that we extend to our clients for their benefit. Read article
Why do I receive payment reminders if my invoice is paid? Ongoing email and sms reminders may be sent to you due to one of the following reasons: The payment does not yet reflect on our… Read article
What happens if my payment does not reflect on xneelo’s bank statement? If your payment does not yet reflect on our bank statement, your services may be deactivated. When making a payment, allow for delays in transfers. Read article
How to update Authorised Contacts For security, we only take instruction from authorised contacts on each account. Authoritative, Billing & Technical contacts can be updated in konsoleH. Read article
What payment methods are accepted by xneelo? Customers can choose one payment method for their xneelo account. There are 2 payment options to choose from, cash annually in advance, or debit order. Read article
How does xneelo calculate the cost for disk space over-usage? We will automatically calculate the most cost-effective rate possible for our customers. Read article
What is a hosting account? Each xneelo customer has their own hosting account on which they may have a number of domains or hosting packages. The account is accessible via the… Read article
What happens if xneelo only receives part payment? A part payment will be updated to your oldest outstanding invoice. Should the balance remain outstanding and the invoice reaches Deactivation status, all services listed… Read article
What is xneelo’s billing period for traffic over-usage? The traffic usage billing period runs from the 15th of the previous month to the 14th of the current month. Read article
xneelo’s bank account details You may use our banking details to make payments via EFT or direct deposit. Read article
What is xneelo’s refund policy? Customers may be entitled to a refund under specific circumstances. Find out more in this Help Centre article. Read article
What if I lose my konsoleH Admin/Management password? How to recover your lost Management password. This is the password to the konsoleH control panel that administers all aspects of your account. Read article
How does xneelo’s Billing Cycle work? We offer a choice between Debit Order or Cash payment methods. Find out more about these payment options and details about our billing cycle. Read article
Disk over-usage charges for non-monthly customers We will keep a running tally of our non-monthly customer’s traffic/ disk space over-usage costs until it exceeds the R70 threshold Read article
Services available via the konsoleH control panel Your konsoleH control panel allows you to self–manage many aspects of your hosting and email package. View available options under the Hosting and Account services. Read article
Why doesn’t xneelo offer a ‘cash monthly’ payment option? In the best interest of our customers, our systems have purposely been defined to ensure efficient, reliable reconciliation and administration. Read article
Why does my debit order amount differ from month to month? Reasons for your debit order amount to differ from month to month are outlined here. Read article
Server Traffic over-usage charges Traffic overusage fees apply to our South African hosted servers, while German hosted servers have no traffic restrictions. Read article
Can I pay the set-up fee by direct deposit and the monthly hosting fee by debit order? Our billing administration system does not allow for a separation of payment methods. Customers can only have one payment method per account. Read article
How to cancel your hosting but keep the domain Management of your xneelo services is done via konsoleH. On cancelling hosting, the domain can be deleted, remain registered or be transferred away. Read article
How do I qualify for xneelo’s money back guarantee? If you have changed your mind after 7 days or you are not satisfied with our service, you may qualify for our money back guarantee on hosting fees. Read article
How will you bill non-monthly customers for traffic over-usage? We will keep a running tally of our non-monthly customers’ traffic and disk space over-usage charges until this cost exceeds the R70 threshold. Read article
If I cancel my domain, will registration or renewal fees be refunded to me? Domain name registration and renewal fees are not refundable. Read article
Will xneelo ignore past due balances when I cancel all services? Cancelling your account does not absolve you of financial responsibility. We will continue collection efforts if your account has an overdue balance. Read article
