In this article, you will learn:
- What add-on services are and how they work
- How to manage add-on services:
- How add-on service billing works
- Common problems
- Frequently asked questions
Add-on Services
Add-on services are optional additional settings for various services. These include, for example, increasing mailbox capacity.
You can activate an add-on service once as a trial, for up to 7 days free of charge. If you deactivate it again within 7 days of activation, the system will cancel the additional invoice.
Some add-on services may have different rules for free activation.
You can find complete overviews of add-on services, including links to detailed information, on the service product pages or in the customer administration.
Managing Add-on Services
You can activate or deactivate extensions already in the order of a new service, or later in the customer administration.
Add-on Services in the Order
In step 1 of the new service order, you will find an overview of extensions available already when setting up a domain or hosting service. Some add-on services are available only after the service has been set up in the customer administration.
Recommended add-on services are activated in the order and included in the order price. The trial period does not apply to add-on services ordered this way.
To activate or deactivate an add-on service in the order, check or uncheck the corresponding item in the list. Clicking the link will display the add-on service product page.
Add-on Services in the Customer Administration
To activate, deactivate, or change an add-on service in the administration, first enter the add-on service control panel by following these steps:
- Log in to the customer administration ⧉.
- In the top menu, select the type of service whose add-on services you want to manage.
- Select the specific service from the list.
- In the left menu, select Add-on Services.
Manage add-on services:
In the control panel you can click on:
- the link with the add-on service name to display detailed information about the given add-on service;
- the green + button to activate the given add-on service;
- the magnifying glass button to configure or deactivate the given add-on service.
The settings will take effect within half an hour.
Warning: when you deactivate and then reactivate an add-on service, the system will issue and send a new invoice regardless of whether you have already paid for the add-on service for that period or not. If you deactivated and reactivated it by mistake, dispute the new invoice by replying to the payment request email, or via the form ⧉.
We do not refund add-on services that are deactivated after the trial period has ended.
Management of the add-on service in the customer administration is available until the expiration of the main service. After that time, request changes from customer support via the form ⧉. Specify the type and name of the service followed by a list of the requested changes to the add-on service.
Billing of Add-on Services
For add-on services, we issue only invoices. The system will issue and send an invoice for the ordered add-on service within 1 business day. The due date can be found on the invoice.
From the next billing period onward, the main service and all add-on services are billed together.
If you need to change the billing details, make the change before payment according to the instructions in Services - Billing Details and request a correction of the document via the form ⧉.
Unpaid Invoices for Add-on Services
If you do not pay the invoice on time, VEDOS may suspend the service in accordance with the General Terms and Conditions.
For add-on services, the system normally issues an invoice with a 10-day due date. If it is not paid, the billing department takes over the matter:
- Within a few days (usually 4) after the due date, an employee of the WEDOS a.s. billing department will contact you with the 1st reminder. It usually asks you to pay the additional invoice within 7 days.
- If you do not respond to the first reminder within 3 business days, the billing department employee sends a 2nd reminder requesting payment of the additional invoice by the specified date.
- If you do not respond even to the second reminder, the billing department employee will suspend the service until an agreement is reached on resolving the missing additional payment, usually by payment or by cancellation and deduction of the proportional time from the service expiration.
The times stated are approximate and may change depending on the current workload of the billing department.
Trial Period for Add-on Services
A 7-day trial period applies to add-on services added in the customer administration. If you deactivate them again within 7 days of activation, the system will automatically cancel the additional invoice.
Common Problems
Common problems with add-on services include:
- Access to add-on service management is blocked
- The add-on service cannot be reconfigured or deactivated
- Repeated payment request for an add-on service
- Out-of-date billing details
Add-on Service Management Unavailable
Problem: In the add-on service management interface, the following is displayed: To configure the add-on service, the service must not be less than 0 days before expiration.
Cause: The system does not allow add-on services of main services that are just before expiration or expired to be modified in the customer administration. Changes can be made by customer support based on an authorized request.
Solution: Request changes from customer support via the form ⧉. Specify the type and name of the main service followed by a list of the requested add-on service changes.
The Add-on Service Cannot Be Deactivated
Problem: In the add-on service details, the deactivation button is missing and an error message is displayed instead.
Cause: Some add-on services cannot be removed because the system contains elements that originally enabled these add-on services, such as email volume in mailboxes, counts of aliases/CRON jobs, etc.
Solution: Before deactivating the add-on service, make sure that the service parameters correspond to the service without the given add-on service.
If you have cleared the email mailboxes, but the add-on service still shows a request to reduce email size, contact support ⧉ and request an update of the service quota.
Repeated Payment Request
Problem: An invoice arrived requesting payment for an add-on service that had already been paid for.
Cause: The most common cause is deactivation and reactivation of the given add-on service.
Solution: If you deactivated and reactivated the add-on service during an already paid period, dispute the new invoice by replying to the payment request email, or via the form ⧉.
Out-of-date Billing Details
Problem: The billing details are out of date.
Solution: Before paying the invoice for the add-on service, change the service billing details according to the instructions Services - Billing Details. Then request a correction of the document via the form ⧉. Pay only the invoice with the correct details.
Frequently Asked Questions
Why do you bill each add-on service separately?
The system bills each add-on service separately when it is ordered, up to the current expiration of the main service. In the next period, it bills the main service and all active add-on services together.
I cancelled an unwanted add-on service, will you refund me?
We do not refund money for an already paid add-on service, not even by transferring it to another hosting service.