for only Site5 customers

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Posted by domaincart, 06-14-2006, 09:02 AM
Hi. We have reseller accounts on Site5. We are trying to update our credit card information on the billing control panel(from https://backstage.site5.com). But we are receiving the error message that below: "Request Results: Validation Failed!" We enter the information correctly and there are no problem on our card or bank. I had contacted them. But I could not get any response. Do you get some error, too? Do you know what is the problem?
Posted by CyberHostPro, 06-14-2006, 09:13 AM
what type of card do you use? is it something most merchants support e.g visa. or is it something like Amex, Diners, Maestro Last edited by anon-e-mouse; 06-25-2006 at 07:37 AM.
Posted by domaincart, 06-14-2006, 09:36 AM
My card did not change(mastercard). I'll update the expration date only. I made a lot of payments to them with this card. Do you have an account on Site5? Did you try to update your billing information?
Posted by CyberHostPro, 06-14-2006, 10:31 AM
Hi I dont, can I ask, what happened when you actually asked site 5? or did you just come straight to WHT? Last edited by anon-e-mouse; 06-25-2006 at 07:38 AM.
Posted by mwatkins, 06-14-2006, 10:35 AM
Something tells me you changed the card date but didn't actually re-input your card number too (I have an old account still at Site5). I've recently updated my card information without any issues. ... and I also wonder if you asked them for assistance first before coming here, as I'm quite particular their billing folks would be very helpful in this matter...
Posted by ldcdc, 06-14-2006, 11:39 AM
How long did you wait for a response?
Posted by DaKine, 06-14-2006, 11:55 AM
I had a similar problem with the backstage (or whatever it is called) software. I had the problem on a Friday (after they closed) and I sent an e-mail to billing and got a reply on the following Tuesday. The software was not great in my opinion and when I had issues with it they fixed the issues but never admitted there a problem with it even though it was obvious there was an issue. Their billing department has always been okay for me. Not terribly fast in responding but that is really a matter of interpretation. Also, when I e-mailed them to cancel my account it took them around 24 hours to respond and another couple of hours of information verification to complete my cancellation. Let's face it, there is a big difference between having your sites down and not hearing from support for a day or two and having a billing issue and not hearing from them for a day or two. Most billing issues can be straightened out even after any damage is done.
Posted by domaincart, 06-14-2006, 12:17 PM
I am waiting a response for two days...
Posted by WireNine, 06-14-2006, 12:44 PM
Try re-inputing all credit card information. Maybe they want to fix the problem before getting back to you. Try contacting Sales. Last edited by anon-e-mouse; 06-25-2006 at 07:39 AM.
Posted by ldcdc, 06-14-2006, 01:02 PM
Proper customer support would require letting the customer know you're working on the issue if it takes such a long time to get it solved. Leaving him in the cold like this is unacceptable.
Posted by okihost, 06-14-2006, 01:04 PM
You mentioned you got a new expiration date, so assuming you have a new card also just the same CC number I would verify the CVV2 code on the back of the card is the same as your old card which could cause the issue.
Posted by one19, 06-16-2006, 12:03 AM
Well, it's a billing issue and response time can be longer. So long as they don't take down your site for unpaid bills, it should be ok to wait for their reply. That being said, Site5 does have more problems than what you have just mentioned. You haven't received a reply at all? You sent your issue to billing?
Posted by batulang, 06-24-2006, 11:20 PM
I wish to cancel my account at Site5, do you think that they will return some of the funds to you since their server was down recently?
Posted by WireNine, 06-24-2006, 11:31 PM
I agree but some companies would rather fix the issue first and then notify the customer that the issue has been fixed. But a nice hello with "we're working on it" is better support, I was just stating that could be a possibility Last edited by anon-e-mouse; 06-25-2006 at 07:40 AM.
Posted by Aussie Bob, 06-25-2006, 12:05 AM
I've never understood that attitude. It only takes a few seconds to fire out a quick announcement to affected customers - "We have an issue with X and we're working on it. We'll update with more info shortly . . .". Saves a lot of unneccessary tickets and keeps your customers happy. Hosts need to learn to walk and chew gum at the same time.
Posted by cartika-andrew, 06-25-2006, 12:31 AM
LOL - that made me laugh - and well said The easiest way to accomplish all of this is through the use of forums with a suscribe option... Customers can suscribe to a "network" forum and receive notifications of all new threads/announcements - as well as real time updates to any steps taken towards resolution, etc... We have found this the most effective way of communicating with our customers, while simultaneously decreasing our ticket load during any sort of problem resolution.... We are often told by our customers that they read the notification of the issue and the resolution before they even noticed a problem - while those customers that did notice an issue are comforted to see it was being addressed before they needed to contact us.... There are many ways to skin a cat, and I am particular there are equivalent or better means to accomplish what we do - however, I am often amused to see hosts that arent capable of utilizing the same technology they sell to effectively communicate with their clients.... Last edited by anon-e-mouse; 06-25-2006 at 07:40 AM.
Posted by domaincart, 06-25-2006, 06:00 AM
They had updated my contact information that their database and so the problem had resolved. Thanks for everyone. This subject closed.
Posted by anon-e-mouse, 06-25-2006, 07:43 AM
Glad you got got it sorted But it didn't stop non "for only Site5 customers " responding with their signatures in tow.......

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