In this article, you will learn:
- What add-on services are and how they work
- How to manage add-on services:
- How billing for add-on services works
- Common problems
- Frequently asked questions
Add-on Services
Add-on services are optional additional settings for various services. These include, for example:
You can activate an add-on service for a trial once, for up to 7 days free of charge. If you deactivate it again within 7 days of activation, the system will cancel the supplementary invoice again.
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 product pages of the services or in the customer administration.
Managing add-on services
You can activate or deactivate an extension 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 order for a new service, you will find an overview of extensions available already when setting up a domain or hosting. 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 product page of the add-on service.
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 using 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 setting will take effect within half an hour.
Warning, when deactivating and reactivating an add-on service, the system will issue and send a new invoice regardless of whether you have the add-on service paid for in the given period or not. If you deactivated and reactivated it by mistake, dispute the new invoice in reply to the payment request email, or via the form ⧉.
We do not refund add-on services deactivated after the trial period has expired.
Management of an add-on service in the customer administration is available until the expiration of the main service. After that, 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 for 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 Information 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, a staff member from the WEDOS a.s. billing department will contact you with a 1st reminder. It will usually ask you to pay the given supplementary invoice within 7 days.
- If you do not respond to the first reminder within 3 business days, the billing department staff will send a 2nd reminder regarding payment of the supplementary invoice by the specified date.
- If you do not respond even to the second reminder, the billing department staff will suspend the service until an agreement is reached on how to resolve the missing payment, usually by paying it or by canceling it and deducting the proportional period 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
For add-on services added in the customer administration, a 7-day trial period applies. If you deactivate them again within 7 days of activation, the system will automatically cancel the supplementary 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
- Outdated billing information
Unavailable add-on service management
Problem: In the add-on service management interface, the following appears: To configure the add-on service, the service must be less than 0 days before expiration.
Cause: The system does not allow add-on services of main services that are close to expiration or have already expired to be edited in the customer administration. Changes can be made by customer support based on an authorized request.
Solution: Request the changes from customer support via the form ⧉. Specify the type and name of the main service followed by a list of the requested changes to the add-on services.
The add-on service cannot be deactivated
Problem: In the add-on service detail, the deactivation button is missing and an error message is shown instead.
Cause: Some add-on services cannot be removed because the system contains elements that enabled those add-on services in the first place, for example the email volume in mailboxes, the number of aliases/CRON tasks, 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 emptied the email mailboxes, but the add-on service still shows a requirement to reduce the email size, contact support ⧉ and request an update of the service quota.
Repeated payment request
Problem: An invoice has arrived requesting payment for an add-on service that was already paid for earlier.
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 in reply to the payment request email, or via the form ⧉.
Outdated billing information
Problem: Billing information is outdated.
Solution: Before paying the invoice for the add-on service, change the service billing details according to the instructions in Services – Billing Information. Then request a correction of the document via the form ⧉. Pay only the invoice with the information stated correctly.
Frequently asked questions
Why do you invoice each add-on service separately?
The system invoices each add-on service separately when it is ordered, up to the current expiration of the main service. In the next period, it invoices the main service and all active add-on services together.
I canceled 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.