Billing Questions
The following links will provide you with answers to questions commonly asked by our customers about their subscription to our Ventrilo Hosting service.
How do I cancel my Ventrilo server?
You can cancel your Ventrilo server’s subscription at anytime by logging into your online control panel and clicking the Manage Servers link found on the left navigation bar. You should then see your server’s information with the Cancel button located on the lower left-hand side. After clicking the Cancel button, this page will refresh and post the date in which the server will be shutdown.
How do I renew my Ventrilo server?
You can renew your Ventrilo server’s subscription at anytime by logging into your online control panel and clicking the Manage Servers link found on the left navigation bar. You should then see your server’s information with the Renew button located on the lower left-hand side. Clicking the Renew button will then direct you to the order page where you will be required to re-enter your payment information. After filling out the necessary information and checking the agreement boxes, click the Continue button at the bottom of the page. The server will come back online as soon as the payment has successfully completed. You will be charged on the date you renew your Ventrilo server and your next payment date will be posted clearly on the Manage Servers page.
How do I upgrade or increase my server's Slots?
You can upgrade, or increase the maximum number of simultaneous connections supported by your Ventrilo server at anytime by logging into your online control panel and clicking the Manage Servers link found in the left navigation bar. You will then see your server’s information with the Upgrade button listed below. After clicking the Upgrade button, you will be redirected to the order page where you can select the desired billing cycle and server slot size. After filling out the necessary payment information and checking the agreement boxes, click the Continue button at the bottom of the page. Your server upgrade will take effect as soon as the payment has successfully completed. Your billing date will be adjusted to the date you upgrade your server and the cost of the upgrade will be equal to the new package price less the pro-rated time remaining on your previous subscription.
How do I downgrade or decrease my server's Slots?
You can downgrade, or decrease the maximum number of simultaneous connections supported by your Ventrilo server at anytime by logging into your online control panel and clicking the Manage Servers link found in the left navigation bar. You should then see your server’s information with the Downgrade button listed below. After clicking the Downgrade button, you will be redirected to the order page where you can select the desired billing cycle and downgraded server size. After filling out the necessary payment information and checking the agreement boxes, click the Continue button at the bottom of the page. Your server downgrades will take effect as soon as the payment has successfully completed. Your billing date will be adjusted to the date you downgrade your server and the cost of the downgrade will be equal to the new package price less the pro-rated time remaining on your previous subscription.
How do I change my billing information?
You can change the billing information that is linked to your Ventrilo server by contacting our support staff here at TypeFrag. You can either submit a ticket from your online control panel by clicking the Contact Us link, or reach us by phone at 1-800-827-9520 from 10 AM to 10 PM Eastern Standard Time. We can change your server’s status, which will allow you to input your new payment information as needed.
Can I stop automatic payments from going through for my server?
With our current system here at TypeFrag, all accounts are set to automatically renew on the subscription cycle basis. If you do not wish for your server to automatically renew, you will have to cancel the subscription. You can cancel your Ventrilo server’s subscription at anytime by logging into your online control panel and clicking the Manage Servers link found on the left navigation bar. You should then see your server’s information with the Cancel button located on the lower left-hand side. After clicking the Cancel button, this page will refresh and post the date in which the server will be shutdown.
Does TyeFrag accept gift cards?
We do not currently offer any billing options such as ClanPay. If you wish to have others donate towards the cost of your server, we recommend that you pay for the server using PayPal and then have your teammates send money to your PayPal account. Sending money is very easily done by logging onto PayPal’s website, clicking on the Send Money link, and filling out the information regarding your account and how much you would like to send.
Does TypeFrag support or offer ClanPlay types of billing?
We do not currently offer any billing options such as ClanPay. If you wish to have others donate towards the cost of your server, we recommend that you pay for the server using PayPal and then have your teammates send money to your PayPal account. Sending money is very easily done by logging onto PayPal’s website, clicking on the Send Money link, and filling out the information regarding your account and how much you would like to send.
How am I billed for the upgrade?
When upgrading your server, any time left on your current subscription is credited towards the cost of your upgraded server. For example, if you sign up for 1 month of service and half-way through the month you decide to upgrade your server, half of the amount you paid for the server will be put towards the new subscription’s cost. All upgrades are done on a pro-rated basis meaning that you will never lose any money in the upgrade process. This also ensures that your server’s information will remain the same during the upgrade process.
How can I change my billing information?
You can easily change your billing information at any time. To do this, simply log onto your online control panel and go to the Manage Servers page. From there, you will want to cancel your current subscription for your server to ensure that you are not billed again using the current payment information. Once the subscription has been cancelled, simply click on the "RENEW" button next to your server’s information. This will allow you to enter in new payment information and keeps all of your server’s information the exact same.
You may also submit a trouble ticket to our support representatives and we’d be happy to change your billing information on your behalf.
How do I cancel my server's subscription?
You can cancel your server subscription by logging onto your Control Panel and going to the Manage Servers page. From there, you will want to click on the "Cancel" button next to your server’s information. Cancelling the subscription will prevent you from being charged for your server in the future. Your server will remain online through the remainder of your current subscription.
You may also submit a trouble ticket to our support representatives and we’d be happy to cancel your server on your behalf.
How do I downgrade my server?
You can easily downgrade your server to fewer users via your control panel TypeFrag.com. Downgrading your server will reduce the total number of users able to connect to the server at one time. The downgrade will keep all of your server’s information such as the host name, port number, users, and channels the same. To downgrade your server, please follow these steps:
- Log into your Control Panel at www.typefrag.com.
- Click on the Manage Servers link on the left side of the page.
- Click on the Downgrade button next to your server’s information.
- Confirm that you would like to cancel your current subscription.
- Note: Cancelling you subscription will not shut your server down, but will ensure that you are not billed twice for this server.
- After the server has been cancelled, click on the Renew button.
- Fill out the order form for the new server size.
- Note: You can also change your contact and billing information at this point in the process.
- Submit the order and your server will be successfully downgraded to the size of your choice.
You may also submit a trouble ticket to our support representatives and we’d be happy to downgrade your server on your behalf.
How do I receive a refund for my server?
After your server has been cancelled, you can contact us by trouble ticket or by phone to have the server shut down and a refund issued. We will issue you a full refund within the first 30 days of your subscription being opened and a pro-rated refund anytime thereafter. The refund will be issued to the credit card or PayPal account that the initial payment was made from.
How do I update my contact information?
You can update your contact information at anytime by logging into your online control panel and navigating to the Manage Account link on the lower left-hand side. The Manage Account page contains your contact information, email address, username, and password for the control panel. This information will only be available to TypeFrag employees in the event that you need to be contacted regarding your account.
How do I upgrade my server?
You can easily upgrade your server at anytime via the online control panel available at www.typefrag.com. Once logged onto the control panel, follow these steps to upgrade your current server:
- Click on the Manage Servers link
- Click on the Cancel button next to your server’s information. Note: This will only cancel your server’s subscription. It will not bring the server offline.
- Confirm that you would like to cancel your server’s subscription.
- Once you are returned to the Manage Servers page, simply click on the Renew button next to your server’s information.
- Fill out the order form for the new server size and subscription and submit the form.
Your server will be instantly upgraded to the server size chosen on the order form. The server will quickly restart and it should take no more than 10 seconds to come back online.
You may also submit a trouble ticket to our support representatives and we’d be happy to upgrade your server on your behalf.
How long do I have to get a full refund on my server?
You can receive a full refund for your server up to 30 days after starting the server. If your server’s subscription is more than 30 days old and you would still like to receive a refund for unused time on the subscription, you will be issued a pro-rated refund based on the amount of time left on your subscription.
How long does it take to downgrade my server?
The server downgrade process should only take about 5 minutes from start to finish. After the downgraded server has been ordered, the server will be restarted automatically and should come back online within 10 seconds.
How long does it take to upgrade my server?
The server upgrade process should only take about 5 minutes from start to finish. After the upgraded server has been ordered, the server will be restarted automatically and should come back online within 10 seconds.
What happens to the billing on the account once I downgrade?
When you downgrade your server, any remaining money on your current subscription will be put towards the cost of the new server. For example, if you decided to downgrade your server half-way through your billing cycle, half of the money paid for the server’s subscription will be put towards the cost of the new subscription for the downgraded server. If the cost of the downgraded subscription is less than the amount left on your current subscription, the remaining balance will be put towards the following months’ payments until those funds have been exhausted.
Why do I have to cancel my subscription before downgrading?
We require you to cancel your subscription before downgrading to ensure that you are not billed twice for your server. When cancelling you server, you are essentially cancelling your billing subscription. The server will not be shut down immediately after cancelling the server subscription. After the subscription has been cancelled, you can then go to the Manage Servers page to downgrade the server by clicking on the renew button next to your server’s information.
Why do I have to cancel my server before upgrading?
We require you to cancel your subscription before upgrading to ensure that you are not billed twice for your server. When cancelling you server, you are essentially cancelling your billing subscription. The server does not shut down immediately after cancelling the subscription. After the subscription has been cancelled, you can then go to the Manage Servers page to upgrade the server by clicking on the renew button next to your server’s information.
Will I lose any information about my server when downgrading?
None of your server’s information including users, channels, settings, etc. will be lost when downgrading your server. As long as you cancel and then renew the exact same server, all of the server’s properties will remain exactly the same. The only thing that will change is the size of the server and/or the length of the subscription.
Will I lose any information about my server when upgrading?
None of your server’s information including users, channels, settings, etc. will be lost when upgrading your server. As long as you cancel and then renew the exact same server, all of the server’s properties will remain exactly the same. The only thing that will change is the size of the server and/or the length of the subscription.
