Accounts and Payments Archives

COVID-19 and meeting your financial commitments

We know how important your web and mail service is to business continuity and understand that many of our customers find themselves struggling to meet…

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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.

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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.

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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…

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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.

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Important: Action required if you have a website that ends in .ZA

If you have a website that ends with the extension .ZA, the South African government has requested that you provide a link to the official…

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Debit order FAQ

This article answers some frequently asked questions about xneelo’s debit order process.

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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.

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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.

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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.

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Security incident FAQ

Q: What do I need to do? No action is needed from you. All passwords are encrypted. Q: What data is affected? Information that you…

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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

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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.

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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.

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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.

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How to update your passwords

Use this step-by-step guide to update the various passwords on your hosting account, including FTP, email, and database passwords.

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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.

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Manage your newsletter subscription

Subscriptions to our newsletters, network notices & fax-to-email service are available via the Account Admin tab in konsoleH.

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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.

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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.

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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.

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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.

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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.

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View your Invoice

The Statement Overview tool in konsoleH provides detailed billing information with access to current and past invoices.

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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.

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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.

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How to Confirm Payment

It is not necessary to send proof of payment to xneelo. Confirm your payment via Account Admin in konsoleH.

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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.

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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…

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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….

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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…

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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…

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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…

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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…

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Why have my services been suspended if I have paid?

It is possible that you have made the payment too late and it has not yet reflected on our bank statement. There are a number…

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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.

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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.

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How does xneelo calculate the cost for disk space over-usage?

We will automatically calculate the most cost-effective rate possible for our customers.

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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…

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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…

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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.

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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.

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xneelo’s bank account details

Payments via EFT or direct deposit are possible for annual payment. Use the banking details below, or for your convenience, use the Pay by Card link on…

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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.

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What is xneelo’s refund policy?

Customers may be entitled to a refund under the following circumstances: Cancellation of service Service credits issued Goodwill gestures Adjustments to invoices In the instance…

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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.

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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

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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.

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