Billing Guide
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Please note: The Billing department does not offer telephone support. If you need Billing support, please contact us at 
and your needs will receive prompt and private attention. Thank you.
Subpages:
Billing
You can manage your account's billing and contact information through Backstage. Be sure that you are logged in through a Backstage account that has full "super-user" access to your customer records.
Updating Your Billing Information
Payment Information
To update your payment information, please log into Backstage. Once logged in, please click the tab labeled Account. Then, on the left-hand side, you'll see a menu choice entitled Edit Billing Info. Clicking that choice will allow you to update your credit card information.
The direct Backstage link is backstage.site5.com/client/account/billing_info.
Screenshots of this process
In order to ensure that your updated information is valid, Site5 will temporarily authorize $0.01 against your card. This authorization will be immediately voided and will not be charged to your card.
However, depending on the policies of your financial institution, they may withhold that amount from your account's available balance for a brief period of time.
Site5 currently accepts most Visa, MasterCard, and American Express credit or debit cards.
We do not accept PayPal, Discover cards, or off-line payments (such as checks, money orders, or purchase orders) at this time.
If you have any further questions about this process, please don't hesitate to contact .
Service Term Length
You can change your term length at any time. Term changes do not take effect until your next renewal date. Our shared and MultiSite plans currently offer 3-, 12-, 24-, 36-, and 48-month terms. Our reseller plans offer 1-, 3-, 6-, and 12-month terms.
Contact Information
If you should wish to update your account's physical address or telephone number, please contact the Billing Department (via email or online form email) with the updated details.
Please include the last four digits of your current credit/debit card for security purposes.
You may also update this information through your Backstage area under the "Accounts" tab.
Configuring Multiple Backstage Users to Manage Billing
Each hosting account or service may be associated with multiple contacts, as described, in great detail, in the Backstage Guide. You may grant specific permissions to each individual user as needed.
Contacts with permission to receive billing-related notices (such as service invoices and payment receipts) will be sent a copy of billing notices. Contacts with permission to modify billing information will be able to update your account's credit card/payment details at any time through Backstage and will also be able to review your account's billing and payment history.
Contacts which have been granted 'Superuser' permission will be able to access all technical and billing areas of your account and will receive copies of all account notices.
Although your credit card number will never be displayed in Backstage, because it would be possible to update your account's payment information -- and because a primary method of identity verification is requesting the last four digits of the current credit card -- be sure that you do not grant access to update payment information to any contact whom you would not trust with full control of your account.
Upgrading/Downgrading Your Plan
Changing your web hosting plan is very simple. You will only pay the difference in plans. In some cases, you will receive a credit. For instance, say you are six months into an annual plan that is $8.95 monthly and you want to upgrade to an annual plan that is only $7.95 monthly, you would receive a credit to your account in the amount of $6.00 after upgrading.
Please note, during an upgrade promotions, initial promotions are voided.
Charts of our existing web hosting plans and legacy web hosting plans are available at the following links. If you need further assistance choosing a plan, contact Sales.
http://www.site5.com/hosting/
http://www.site5.com/hosting/legacy.php
Note: We do not currently offer any sort of customization of our plans. We sell our packages as they are listed only.
In most cases, you will be able to simply upgrade your account to one of our new plans where it is on your current server. You may upgrade your account through your Backstage area or by writing to billing@site5.com with the following information:
- The primary domain name on your account
- The plan to which you would like to upgrade
- The term length you would prefer
- The answers to the security questions in your Backstage account
If you are on one of our older servers and would like to migrate to one of our newer systems, simply open a new account for the plan of your choice and then transfer your own files and databases over to the new account. Then you would need to update your DNS/name server information to point to your new account. If you need assistance with this, please contact technical support.
For shared and MultiSite accounts, to update your DNS information, you would need to use the DNS Editor in SiteAdmin and update every occurrence of your old IP address to your new IP address. This may be done from the SiteAdmin for either account.
You can verify your DNS zone by going to the following URI: http://yourdomain.tld/~netadmin. phpSYSInfo will give you that information, and much more.
Finally, after you have successfully migrated your account over to the new server and are done with your old account, you would need to request a cancellation of the original account. Upon cancellation of the original account, we would be able to apply a credit to your new account balance for any full months remaining on your original account's prepaid term.
Also, if you are currently on a Reseller plan but would like to upgrade to a Shared or MultiSite plan, or are on a Shared or MultiSite plan and would like a Reseller plan, because these plans are hosted on separate servers, you would need to open a new account for the plan of your choice.
Please remember that if you are currently on a MultiSite plan with subaccounts, before you can upgrade to one of our Shared plans, you would need to transfer your subaccounts to domain pointers first. Our Shared plans do not support MultiSite capabilities.
Canceling Your Account
Although we hate to see you go, we will gladly assist you with your cancellation request. Please note that the Billing Department is available from 9AM to 5PM EST, Monday through Friday to assist with your requests. Cancellation requests that are submitted after business hours will not be processed until the next business day.
We currently cannot schedule account cancellations for future dates.
Please contact the billing department on the date you wish to terminate your service or 48 hours prior to your next renewal date.
When you are ready to cancel your account, please email the Billing department with the following information:
- The full primary domain name of any account(s) you wish to cancel.
- The answers to the security questions in your Backstage account. This step verifies that you are an owner of the account or accounts in question, and protects you as well as us.
- Verification of a recent backup of the files. Have you been able to download an archive of the account or any necessary files?
IMPORTANT: Account cancellation will result in irreversible file loss! Once we receive your request to cancel and the above requirements are met, we will promptly cancel your account and erase all of your account data! This includes all of your files, passwords, emails, databases and so on. All information contained within and relating to your account is immediately deleted from the server and CAN NOT BE RESTORED!
DO NOT REQUEST ACCOUNT CANCELLATION UNTIL YOU HAVE BACKED UP ALL OF YOUR ACCOUNT DATA!
Transferring Your Account to a New Owner
To transfer your account to a different person, please email with the following:
- The primary domain on your account
- The answers to the security questions in your Backstage account
- The name of the person or company who is taking over your hosting account
Once this information has been verified, we will ask that you have the new owner of your account contact us at to confirm that they would like to assume responsibility of your hosting account and charges.
Upon confirmation, we will ask the new owner for their complete contact information (physical mailing address, telephone number, and email address) and then provide them with a new welcome email for the account.
Please be aware that this cannot be done through Backstage. You will need to write to to transfer ownership of your hosting account to a new person.
Reporting a Stolen or Compromised Credit Card
We hope that this never happens. Should your credit card be compromised, however, please contact immediately.
If you are a customer of ours, we will assist you in updating your account's credit card information. If you should have an upcoming statement due, we will try to make certain that your account is not suspended for nonpayment.
If you are not a customer of ours, but have charges from Site5 Internet Solutions, Inc. on a credit card statement, please with the details, and we will promptly refund the money, investigate this infraction, and terminate the offending account. We will also work with your credit card's issuing bank if need be; please just let us know what you need.
Renewing Your Account
All accounts active with Site5 are on an automatic renewal schedule. On your hosting anniversary date, Site5 will automatically send an invoice to the email address on file for your account. Following the invoice, the billing system will attempt to charge the credit card number on file within 24 hours.
If you would like to change the credit card on file with your account before your renewal date, you can update your credit card information by logging into your account at https://backstage.site5.com.
Clicking that choice will allow you to update your credit card information.
The direct Backstage link is https://backstage.site5.com/client/account/billing_info.
If you are happy with the credit card number on file with your account, then you do not need to do anything. You will receive an automated email announcing your renewal and invoicing your billing for you.
Promotions
Our current promotions can be viewed at http://www.site5.com/specials/. Only promotions listed on this page are valid. Unfortunately, we are unable to honor expired promotions.
Promotions can not be applied to account upgrades or account renewals. Promotions are only valid for your initial term and plan. Upgrading your account during your initial term voids the remainder of your promotion. We do not allow current customers to cancel their accounts and then re-join within 30 days of their cancellation in order to take advantage of a promotion.
Ordering Additional Services
See this section of our Backstage Guide for more information on ordering additional services under an existing customer account.
