This morning I awake to a flurry of notices that all my accounts have been shut down. All my end users received e-mails announcing that the accounts are disabled.
Simple explanation - my credit card expired.
I’m a long-time customer. We signed up with JodoHost in Feb, 2006. Couldn’t I at least get a friendly warning and an opportunity to update the expiration date? The card is still good, just the expiration date changed.
I updated the card info this morning, and now I have to go smooth over several dozen customers.
Simply turning off the account is an effective way to get my attention for sure, but it’s horrible customer service.
We sent MANY warnings, they start 7 days out that it is going to suspend due to negative balance, then again the each day. I get copies of these for VPS services, so I know it is sending them.
The notices are automated, and go to the address in the billing profile, so check that it is correct.
On the VPS side, we even send a ticket saying request is in to suspend (the account goes to suspended and if any dns or DBs linked, they cease working), and 90% of the time even those mails tickets, manually made by us and manually typed are totally ignored.
the Hsphere mails don’t look much different in subject than the automated ones from over usage noticed, etc so it may be you are filtering them to a folder or even to spam? We’ve seen this happen a bit.
Ok, I checked my spam folder, and there I found all the notices. I apologize for jumping to conclusions. The messages were clear, you gave me plenty of notice, and I can’t ask for more than that.
I did not have the [email protected] address whitelisted, and the default Google Apps spam filter sent them all to the spam bucket. I’ll whitelist the address and hopefully not have any further problems.
I’ve been a very happy customer for the past 6 years. I was shocked by the shutoff this morning and couldn’t understand how such a good company would do that - and now I know you didn’t. It was my fault.
Please accept my apologies. I deeply appreciate the fact that you turned my account back on within 15 minutes of my payment this morning.
I am GLAD you got the notices, even if they did go to spam, I will note that do not normally go to spam by default, but possibly one got marked spam in a mass ‘spam’ marking even long ago, and then it decided they were spam since then. I’ve done this with a couple items in the past that I checked later and went OOHHH. One my car insurance company newletter, which was the same address that the bills/renewal notices come from. ooooooppp! So I actually renewed the same evening it expired by pure chance of thinking about it and checking the card in the car.
