General
What are your bank account details?
Our bank account details are: Name: Optify Systems (Pty) Ltd Bank: FNB - Northgate Branch Code: 250655 Account Number: 62330815319 Swift Code: FIRNZAJJ You may use either your account number or the invoice number you wish to settle as the payment reference. Kindly forward a copy of your proof of payment to billing@elitehost.co.za. Alternatively, the payment will be processed automatically once it reflects in our bank statement. This typically takes 24 hours for payments made from FNB aSome readersWhat billing cycles do you offer?
We offer Monthly, Quarterly, Semi-Annual, and Annual billing cycles for all hosting accounts, addons, and services. However, please note that domain registrations and renewals are only available on an Annual billing cycle, and this cannot be modified. If you have any questions or would like to update the billing cycle for your hosting account, addons, or services, please feel free to contact our Billing department at billing@elitehost.co.za, and they will be happy to assist.Few readersWhat is the difference between the hosting account fee and the domain renewal fee?
The hosting account fee and domain renewal fee are separate services, and as such, they are invoiced separately. Hosting Account Fee: This fee covers the storage of your website files, emails, and data on one of our secure and reliable servers located in a data center. This is the cost of maintaining and accessing your website and related services. Domain Renewal Fee: This fee covers the annual registration and use of your domain name. Most of this fee is paid to the domain registrFew readersHow do I get a refund of my credit balance or payment?
If you require a refund of your payment or credit balance, please open a ticket with our billing department at billing@elitehost.co.za. In your ticket, kindly indicate the amount you would like refunded. Once our billing team receives your request, they will assist you with the process and inform you of any additional requirements needed to complete the refund.Few readersHow does the credit on my account get allocated?
Credit on your account is not reserved for specific hosting accounts, services, or domains. Instead, all available credit is automatically applied to future invoices generated on your account. If credit is added after an invoice has already been generated, it won’t be automatically applied to that invoice. In such cases, you can manually allocate the credit via your client area or contact our billing team. How to apply your credit balance to a specific invoice:Few readers
Payments
What reference should I use when making a payment?
When making a payment, please use either your account number or the invoice number you are paying as the reference. If you’re unsure or need assistance, you can open a ticket with our billing department at billing@elitehost.co.zaFew readersWhen will my payment be processed to my account?
Your payment will be processed to your account once we receive proof of payment. Please send your bank proof of payment to our billing department at billing@elitehost.co.za. Payments are also processed directly from our bank statement once a day, and it may take 1 to 3 days to clear, depending on the bank the payment was made from.Few readersDo you offer payment extensions?
We allow clients until their account suspension date to settle invoices. Accounts are typically suspended after the 15th of each month. We do not offer payment extensions after an account has been suspended, and any overdue fees must be settled. However, in some cases, we may offer payment extensions. If you need an extension, please email billing@elitehost.co.za and we will review your request. You will be notified if we can grant the extension.Few readersWhat payment methods do you offer?
We offer the following payment methods: Credit Card PayPal PayFast OZOW (Instant EFT) Bank Transfer/EFT Debit Order While we do accept Cash Deposits, Teller Deposits, and SWIFT Payments, these methods come with additional bank fees.Few readersHow do I make an online payment?
Making an online payment is quick and easy through the Elitehost Client Area. Follow the steps below to pay your invoice using your preferred payment method. Log in to the Elitehost Client Area Under the Billing dropdown, select My Invoices. Select the invoice you want to pay. Choose your preferred payment method: Credit Card, PayFast, PayPal, or OZOW. Click Pay Now (or PayPal, depending on the method chosen). You will be redirecteFew readersHow do I make a Bank Transfer/EFT payment?
To make a payment directly to our FNB account, you’ll need to use your account number or invoice number as the payment reference. This helps ensure that your payment is processed correctly and allocated to your account promptly. If You Know the Invoice Number (e.g., received via email):Few readersHow do I get my payment to be processed automatically to the invoice?
To ensure your payment is automatically allocated and processed immediately, we recommend using one of our online payment methods: Credit Card, PayPal, PayFast, or OZOW. When using these methods, your payment is instantly applied, and the invoice is marked as paid.Few readersWhat proof of payment do you accept?
We accept proof of payment from clients or directly from the bank. Accepted formats for proof of payment include JPG, PDF, and JPEG. If you have any questions or concerns regarding proof of payment, feel free to contact our billing department at billing@elitehost.co.zaFew readersWhat are the additional bank charges for Cash Deposits, Teller Deposits, or SWIFT Payments?
Cash Deposit: Additional fee of R15.00. Teller Deposit: Additional fee of R55.00. SWIFT Payment: Additional fee of R230.00, or depending on the actual bank charge.Few readers
Invoices
Why is my invoice number different from my tax invoice number?
A proforma invoice number is generated for your pending order, service, hosting account, or domain, to inform you of the amount that needs to be settled. Once the proforma invoice is paid, a tax invoice is issued to indicate that we have received your payment. The invoice and tax invoice numbers will differ because they represent different stages of the billing process. If you have any questions or concerns regarding this, please contact our billing department at billing@elitehost.co.zaFew readersHow do I make a payment for my invoices?
Payments can be made via the following methods: Credit Card, PayPal, PayFast, OZOW Instant/EFT, or Bank Transfer/EFT.Few readersWhere can I view my invoices?
All proforma and tax invoices are sent to your registered email address. However, if you are unable to locate them, you can view your invoices by following these steps: Log in to the Elitehost Client Area Under the Billing dropdown, select My Invoices. You will see your paid, unpaid, and cancelled invoices listed. If you have any questions, please contact our billing department at billing@elitehost.co.za.Few readersWhy have all my hosting fees been combined into one invoice?
There are two possible reasons why all your hosting fees have been combined into a single invoice: Same due date: Your hosting fees may have been grouped together because all your hosting accounts share the same due date. Overdue fees: If there are overdue fees on your account, they may have been merged into one invoice in accordance with our late payment policy. If you have any questions, please feel free to contact our billing department at billing@elitehost.co.za and they wilFew readersHow do I create a “Pay-All Invoice” to settle multiple invoices at once?
If you wish to pay all your unpaid invoices in one go, you can generate a Pay-All Invoice by following these steps:Few readersHow do I split my invoices?
If you need to split your invoices, please open a ticket with our billing department at billing@elitehost.co.za and request the invoice to be split. This process needs to be handled by our team.Few readersWhat is the difference between a Proforma Invoice and a Tax Invoice?
A Proforma Invoice is an invoice generated for any of your services, hosting, or domains on your account. It is also considered a quotation invoice for your pending orders and must be settled to activate any services, hosting, or domains. A Tax Invoice is issued once a proforma invoice has been settled. It is generated for the specific service, hosting, or domain related to the proforma invoice and includes your transaction ID as proof of payment.Few readers
Domains
How do I renew a domain?
To renew a domain, you need to settle the domain renewal invoice. Follow the steps below to view and pay your invoice in the Elitehost Client Area:Some readersWhy does my domain have a 5-day due date difference from the last renewal?
The 5-day offset on your domain’s due date was implemented due to changes from our upstream provider, which has become stricter regarding domain suspensions upon expiry. This offset helps protect clients who make payments just after expiry from having their domains suspended. For more information, feel free to open a ticket with our billing department at billing@elitehost.co.za, and they will assist you.Few readersWhat is the difference between a domain registration fee and a domain renewal fee?
Domain Registration Fee: This is a one-time fee charged when you first register and activate your domain. It covers the cost of securing your domain name for a specified period, usually one year. Domain Renewal Fee: This is an annual fee charged to extend your domain’s registration for an additional year or specified renewal period. It ensures that your domain remains active and continues to be associated with your website. In summary, the registration fee is for the initial setup,Few readersWhat happens once my domain has expired?
After your domain expires, it may still function for a limited time, but once it enters the grace period, it will stop resolving, meaning your website and email services associated with the domain will become inaccessible. Expiration Process:Few readersI ordered the incorrect domain, how do I fix this?
If you ordered an incorrect domain, please open a ticket with our billing department and provide the correct domain name. If the incorrect domain has not yet been settled or activated (still a pending order), our billing department can cancel it. If the domain has already been activated, it may not be possible to cancel or refund the payment. Please contact our billing department at billing@elitehost.co.za for guidance.Few readersI have auto-renew enabled, why is my domain not being renewed?
Having auto-renew enabled does not automatically renew your domain. Auto-renew simply allows the system to generate a domain renewal invoice. To renew your domain, the invoice must be paid by or before its due date.Few readersWhy do I get “upcoming domain renewal notifications” emails?
We send upcoming domain renewal notifications to remind clients about their domain’s renewal to prevent it from expiring and potentially being re-registered by someone else. Notifications are sent 60 days, 30 days, 10 days, 5 days, and 1 day before expiration.Few readersWhat does disabling my domain’s auto-renew do?
Disabling auto-renew allows your domain to expire and lapse at the domain registry, meaning no renewal invoice will be generated. If a renewal invoice has already been issued, it will be canceled once auto-renew is disabled.Few readers
Hosting
Why is my hosting account suspended?
There are several potential reasons why your hosting account may be suspended, including: Non-payment of outstanding invoices. Account verification may be required. We recommend first logging into your client area to check for any overdue invoices. If no invoices are due or if further assistance is needed, please open a ticket with our Billing department at billing@elitehost.co.za. They will assist you with the necessary steps to reactivate your hosting account.Few readersHow can I update or change my hosting billing cycle?
If you wish to update or change the billing cycle for your hosting account, addon, or service, this must be processed by our Billing department. To request the change, please open a ticket with them at billing@elitehost.co.za and provide the following details: The specific hosting account, addon, or service you would like to update. The billing cycle you would like to switch to (e.g., Monthly, Quarterly, Annually). Once your request is received, our Billing department will assist you withFew readersHow do I reactivate my hosting account that has been suspended due to non-payment?
To reactivate a hosting account suspended due to non-payment, all overdue invoices must be settled. Once the outstanding fees have been paid and processed, your hosting account will be automatically unsuspended. You will receive a notification confirming that your account has been reactivated. If you have any questFew readers
Upgrades/Downgrades
What is a prorated upgrade fee?
A prorated upgrade fee is the charge for the remaining billing period based on the difference between your current package and the upgraded package. If you have questions regarding this fee, please contact our billing department at billing@elitehost.co.zaFew readersWhy was my account forcefully upgraded?
Forceful upgrades occur when your account exceeds its disk quota and reaches the limits of the current package. In such cases, our technical support team will inform you about the need for an upgrade. If we do not receive a response, your account will be upgraded automatically to ensure it remains within the limits of the new package.Few readersHow do I upgrade my hosting package?
Upgrading your hosting package with Elitehost is quick and easy. Follow these steps: Log in to the Elitehost Client Area. Click Services, then select My Services. Choose the hosting package you want to upgrade. On the left-hand side of the page, click Upgrade/Downgrade. If upgrade options are available, select your desired package and complete the process. Your hosting account will be upgraded automatically once the upgrFew readersHow do I downgrade my hosting package?
To downgrade your hosting package, you need to open a ticket with our billing department at billing@elitehost.co.za or contact our technical support team. In your request, please specify: The related domain The package you would like to downgrade to Our team will review your request and assist you further.Few readers
Internal Transfers
How long does an internal transfer take?
The duration of an internal transfer can vary widely, ranging from a few hours to several days. This variability depends on obtaining permission from all parties involved and ensuring that all requirements are met before we can proceed with the transfer. If you have questions regarding your internal transfer or need an update, please feel free to reach out to our billing department at billing@elitehost.co.za, and they will be happy to assist you.Few readersHow to Transfer a Domain, Hosting Account, or Service Internally
An internal transfer is the process of moving a hosting account, service, or domain from one billing profile to another. This action requires coordination between both the current account holder and the new account holder. To initiate an internal transfer for a domain, hosting account, or service, the following steps must be completed:Few readers
Verification
Why was my order flagged as fraud?
We apologise for any inconvenience caused if your order has been flagged as fraud. Our system uses various methods to detect and prevent fraudulent activity, which may occasionally flag legitimate orders. If your order has been flagged, please email us at billing@elitehost.co.za, and we will promptly assist in resolving the issue.Few readersWhy is verification required on my account?
Verification may occasionally be required to ensure that the details provided are accurate and belong to the correct business or account holder registered under the billing profile. This process helps protect the security and integrity of your account information. If you have any further questions regarding the verification process, please contact our billing department at billing@elitehost.co.za, and they will be happy to assist.Few readersWhat documents are required to verify my account?
If your account has been flagged for verification, the general documents we typically require include: A copy of your ID document. A copy of your business registration documents. A copy of your proof of address. However, the specific documents required may vary depending on what we already have on file or the type of verification needed. Our billing department will inform you of the exact documents required for your account verification.Few readers