Using the client portal

What you can see and do in your account: order services, pay invoices, answer quotes, change or cancel a service, get support and keep your login secure.

The client portal is where you manage everything you buy from us. You can order services, pay invoices, answer quotes, change or cancel a service, contact support and update your details. This article walks through each part.

Sign in with your email address and password. If you forget your password, use the Forgot password? link on the sign-in page to get a reset email.

The Overview page#

Overview is the first page after you sign in. It shows:

Counts of your services, unpaid invoices, quotes to review and, when support is available, open tickets.
A Balance due box when you have unpaid invoices. It shows the total you owe, how many invoices are overdue and the earliest due date. With one unpaid invoice the button pays that invoice; with several it takes you to the list.
Your services, recent support tickets, quotes waiting for you, upcoming renewals in the next 30 days and your contact details.

The top menu groups the rest: Services, Billing and Support. Your account pages (Account details, Security and API access) are in the menu under your initials at the top right.

Order a service#

Open Services → Order new services, or the store page if you are not signed in yet.
Choose a plan. Pick a billing cycle. Longer cycles that cost less show how much you save.
Some plans ask for a reference, such as a domain name. Fill it in.
Select Continue to review. Sign in or create an account if asked.
Check the summary: price, any setup fee, tax and the amount Due today. Nothing is charged until you place the order.
Select Place order, pay followed by the amount.

We then create an invoice and take you to it so you can pay. Your service is set up once the payment arrives.

If the plan has a free trial and you have not used it before, the button reads Start free trial. Your service starts straight away, Due today is zero, and we send the first invoice when the trial ends. Cancel before then and you pay nothing. A trial can be used once per plan. Some trials need a saved payment method first; the review page tells you and links to Payment methods.

If the review page shows a terms of service link, placing the order means you agree to those terms.

Pay an invoice#

Open Billing → My invoices. The tabs filter by Unpaid, Paid and Void. Select an invoice to see it, then choose a payment button. You go to the payment provider's page and come back when you are done. The payment buttons you see depend on what we have set up; if none appear, the page tells you to contact us.

Other things on an invoice page:

Download PDF (or Download receipt (PDF) once it is paid) and Print.
A Payments table with each payment and any refund.
Pay with saved method, if you have saved one. See below.

Invoice emails also contain a link to the invoice that works without signing in.

Saved payment methods and automatic payment#

Under Billing → Payment methods you can save a card or wallet with the payment provider. You are sent to the provider's own page to enter it. We do not see or store your card number.

For each saved method you can:

Turn Automatic payment on or off. When it is on, we try to pay your invoices with that method on the due date. If a payment fails we email you and try again a few times.
Make default.
Remove it. Automatic payments stop if it was the one in use.

Quotes#

Billing → My quotes lists quotes we have sent you, with tabs for Awaiting response, Accepted and Declined / expired. Open one to read it, download it as a PDF or print it.

To accept, type your full name and select Accept quote. Your typed name is recorded as your acceptance. Accepting creates an invoice for the quoted amount, and you are taken to it. Select Decline this quote to say no; you can ask us for a new one later. A quote past its Valid until date shows as expired and cannot be accepted.

Your services#

Services → My services lists everything you have ordered, with tabs for Active, Pending, Suspended and Cancelled. Select a service for its page, which shows the status, next due date, price, billing cycle and details.

What you can do there depends on the service and on how we have set things up:

Get help opens a new support ticket linked to the service.
Manage shows buttons for actions the service supports, for example logging in to a control panel. Reveal credentials shows stored login details once; copy them somewhere safe.
Usage this period appears for services billed by usage. It shows what you have used, what is included and an estimate of the charge before tax. Usage is billed after the period ends, with your renewal invoice.

Change plan#

If Change plan appears on a service page, you can switch to another plan or billing cycle:

Pick the plan under Switch to.
Select Preview change. The page shows what it would cost and when it takes effect. Nothing happens yet.
Select Confirm change.

Upgrades start today and you pay only the difference for the rest of the period; an invoice for it is ready to pay. Downgrades apply at your next renewal and nothing is charged now. You can cancel a scheduled change from the service page with Cancel scheduled change. If the credit for unused time is larger than the new charge, the preview warns you that the extra is not refunded or carried forward. During a free trial there is nothing to prorate.

If Change plan does not appear, plan changes are not available for that service. Contact us.

Cancel a service#

At the bottom of a service page, the Cancel service box says what will happen:

At the end of the billing term: the service stays active until the date shown, then stops. No further invoices are raised.
Immediately: the service stops working straight away. If we refund unused time for immediate cancellations, the box says how much and where it goes.
Let you choose: you get both options as radio buttons.

You can add an optional reason. Services that have not started yet and free trials always end immediately, and nothing is charged or refunded for them. A service set to cancel at the end of its term shows a notice with the date.

Support tickets#

When support is switched on, Support → My tickets and Open a ticket appear. The Knowledge base link appears when we have published help articles.

To open a ticket, choose who should help, write a subject and a message, optionally pick a related service and attach files, then select Open ticket. The form shows the limit on file count and size. Some departments ask extra questions. You get an email when we reply, and you can answer by replying to that email or on the ticket page.

On a ticket page you can reply, attach files and select Mark as solved to close it. Replying to a closed ticket reopens it. A ticket we have locked cannot be replied to or closed; open a new one if you still need help. In the list, Your reply is needed marks tickets where we are waiting for you.

Account details#

Open Account details from the menu under your initials.

Your details: name, email, company, phone, address, country and tax or VAT ID. Your name and address are used on invoices. Changing the email also changes the address you sign in with.
Currency: you can choose it only until your first invoice is issued. After that it is locked.
Password: enter your current password and a new one of at least 8 characters.

Security#

Security lets you turn on two-factor authentication with an authenticator app. After your password, you enter a 6-digit code.

Select Set up two-factor.
Scan the QR code, or type in the key or setup link.
Enter the 6-digit code the app shows and select Confirm and turn on.
Save the ten recovery codes shown. Each works once if you lose your phone, and they are shown only this one time.

At sign-in, tick Remember this device for 30 days to skip the code on that browser. Trusted devices on the Security page lists them, and you can revoke one or all. You can make a new set of recovery codes (your password is needed) or turn two-factor off (your password and a current code are needed). If you lose both your phone and your recovery codes, contact us and we can reset it for you.

API access#

API access lets you automate things with a personal token, for example to build your own client area or place orders from your website.

Enter a name that helps you recognise it, such as "My website", and select Create token.
Copy the token when it appears. It is shown once.

A token acts as you. The list shows each token's first characters and when it was last used; Revoke stops anything using it. The API reference button opens the technical documentation.