Ask a billing question through a support ticket

For anything about money, such as a charge you do not recognise, a payment that has not shown up, or a question about a refund, a support ticket is the right channel. It keeps the conversation tied to your account and gives you a written record. This guide shows how to open a billing ticket, what to put in it, and how to follow it through.

Before you start

• You are signed in to the Dashboard. Tickets opened while signed in are linked to your account, so support can see your services and invoices.
• The invoice number, if your question is about an invoice. You find it at /invoices.
• Proof of payment, if your question is about a payment: the date, amount, method and any reference.

When to use a billing ticket

Typical billing questions:

• "I paid this invoice but it still shows as unpaid."
• "I don't recognise this line item."
• "I was charged twice."
• "How will this invoice be handled if I cancel the service?"
• "Can the company name on this invoice be corrected?"
• "Does the refund policy cover my situation?"

For technical problems with a server, open a ticket in the technical department instead. Mixing both in one ticket slows down the answer to each.

Open the ticket

1. Go to /tickets/new.
2. Choose the billing department, or the closest match in the Department list.
3. Under Related service, pick the server the question is about, if there is one.
4. Write a clear Subject, for example Invoice 12345 paid by bank transfer, still unpaid.
5. Leave Priority on the default unless the question is urgent, such as a service about to be suspended.
6. Write your message (see the next section), attach any useful files, and click Open ticket.

What to write

A good billing ticket answers the questions support would otherwise ask you. Include:

• The invoice number and the amount.
• What you expected and what happened instead.
• Payment details, if relevant: date, amount, payment method, and the payment reference you used for a bank transfer.
• What you are asking for: an explanation, a correction, or a confirmation.

Here is an example:

Hello,

Invoice 12345 for 25.00 is still shown as unpaid.
I paid it by bank transfer on 3 November using the
payment reference shown on the invoice.

A screenshot of the bank confirmation is attached.
Could you check and match the payment?

Thanks

Follow the reply

Your ticket appears in the Support section of the Dashboard. Its status changes as the conversation moves:

• Open: waiting for support.
• Answered: support has replied. Open the ticket to read it.
• Closed: the conversation is finished.

To reply, open the ticket, write in Your reply and click Send reply. Keep everything about the same question in the same ticket. If a closed ticket needs more, replying to it reopens it.

Check it works

Your billing question is resolved when:

• Support has answered the question you asked, in writing in the ticket.
• Any change they made is visible, such as the invoice now showing Paid, or a corrected invoice in /invoices.
• You have closed the ticket, or support has closed it with your agreement.

Troubleshooting

• You did not get an email about the reply: check spam folders and the email address on your profile. The reply is always visible in the ticket in the Dashboard.
• You opened two tickets about the same thing: reply in one and mention that the other can be closed.
• The answer refers to a policy you do not understand: ask a follow-up question in the same ticket, quoting the part that is unclear.
• The question is urgent because a service is about to be suspended: say so in the subject, set a higher priority, and pay any undisputed part of the invoice in the meantime.

Next steps

• Learn to write tickets that get solved first time: How to write a support ticket that gets solved fast.
• Check the rules before you ask: Where to find MdmHost terms and refund information.
• Pay an outstanding invoice: Pay an invoice in the MdmHost Dashboard.
• Read the Refund policy and Terms of Service.