General
What 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 centre. 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 readersWhat 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 aFew readersWhat billing cycles do you offer?
We offer Monthly, Quarterly, Semi-Annual, and Annual billing cycles for most hosting accounts, addons and services. Please note the following exceptions: Domain registrations and renewals are only available on an Annual billing cycle and this cannot be modified. VPS (Virtual Private Server) services, VPS management, and software licenses are only available on a Monthly billing cycle. If you have any questions or would like to update the billing cycle for an eligible hosting account, aFew 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: Log into the [ElitehoFew readersHow do I view my account statement?
You can easily view your account statement and enable monthly email statements in the Client Area. Viewing Your Account Statement Log in to our Client Area Navigate to Billing → Account Statement From this section, you can: View account statement online Download a copy of your statement. Enabling Monthly Statement Emails To receive your account statement automatically via email each month: Log in to our [CliFew readers
Payments
When 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 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): 1. Complete the payment using your online banking. 2. Use your account number or the invoice number (as received in the invoice email) as the payment reference. 3. Once the payment is made, email yourFew readersWhat 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 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 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 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 once an account has been suspended, and any overdue fees must be settled. However, in some cases, we may offer a payment extension if the request is made before the invoice due date. If you require an extension, please email billing@elitehost.co.za and we will review your request. You will be notified if we are able to graFew 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 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
What 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 readersWhy 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 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: 1. Log in to the [Elitehost Client Area](https://my.elitehost.co.za/clientarea.php) 2. Under the Billing dropdown, select My Invoices. 3. Check the boxes next to the invoices you wish to pay. 4. Click the Pay All button. This will create a single invoice for the total amount, allowing you to settle all selected invoices at once.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 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 readers
Domains
What 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: Expired Domain: Immediately after expiration, your domain might still be functional for a brief period. However, it is important to settle the renewal invoice as soon as possible. Grace Period: After a domain enters the grace period,Some 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 does disabling my domain’s Auto-Invoice for Renewal do?
Disabling Auto-Invoice for Renewal 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-Invoice for Renewal is disabled.Few readersI have Auto-Invoice for Renewal enabled, why is my domain not being renewed?
Having Auto-Invoice for Renewal enabled does not automatically renew your domain. Auto-Invoice for Renewal 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 readersHow 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: Log in to the Elitehost Client Area Under the Billing dropdown, select My Invoices. Locate the domain renewal invoice that needs to be settled. Click on the invoice to view the details. Choose your preferred payment method (Credit Card, PayFast, PayPal, or Bank Transfer/EFT). Complete thFew 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 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 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 readers
Hosting
How 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. || For immediate reactivation, especially outside business hours, we recommend using an automated payment method such as credit card, PayFast, or PayPal to ensure prompt processing. If you have any questFew readersWhy 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 readers
Upgrades/Downgrades
How 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 readersWhat 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 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
Debit Orders
How do I set up a debit order on my account?
To set up a debit order on your account, please follow the steps below: Log in to the Elitehost Client Area In the menu, click on Billing and then select Set up Debit Order. Fill in the debit order form, sign it electronically, and accept the terms and conditions. Once our billing department has received your debit order form, it will be reviewed and verified. If you experience any issues, please contact our billing department at bilFew readersHow do I update or change my banking details for the debit order?
To update or change your banking details for the debit order, please follow the steps below: Log in to the Elitehost Client Area In the menu, click Billing and then select Set Up Debit Order. Enter your new banking details and sign the form electronically. Submit the form. Your updated details will be used during the next debit batch. If you experience any issues, please contact our billing department at billing@elitehostFew readersWhen are debit orders actioned on my account?
Debit orders are processed 2-3 working days before the 1st of the month. All due invoices on your account will be added to the debit order batch and scheduled for deduction. The actual debit will occur on the first business day of the month.Few readersHow do I cancel my debit order?
To cancel or remove your account from our debit order system, it must be processed by our team. If you wish to cancel your debit order, please open a ticket with our billing department at billing@elitehost.co.za. Our team will assist with the cancellation and ensure it is removed from your account.Few readersCan I change my debit order date to the end of the month?
Unfortunately, debit orders are processed only on the first business day of the month and actioned 2 to 3 days prior to that date. We are unable to change the debit order date to the end of the month. If you have any questions or concerns, please feel free to contact our billing department at billing@elitehost.co.za, and they will be happy to assist.Few readersWhen does a cancellation need to be submitted for debit order domains and hosting accounts?
If you no longer require your hosting account or domain and would like to cancel them, we request that debit order cancellations be submitted at least 1 week before the end of the month to prevent your account from being debited. If you have any questions or need assistance with the cancellation process, please contact our billing department at billing@elitehost.co.za.Few readers
Verification
What 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 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 readersWhy 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 readers