Billing

How does your billing work?

When you sign up for service with IW Link you are pre-paying your billing cycle of the package you shose during sign up.  Your next bill will be generated 10 days prior to your next bill date and an email will be sent with your balance for continuation of service.  If you have chosen the manual payment option, which includes paying by check, money order, or manual credit card payments, then you will also receive a bill through postal mail.

Payment must be receive by the due date to avoid interruption of service.  If you are paying by automatic credit card, you need to do nothing.   You will only receive an email statement iforming you that the charge has been made.  The bill will also show a zero balance indicating payment for continued service.   

What is the difference between auto payment and manual payment?

If you select the automatic payment method, you will be charged automatically each billing period for continuation of services.  This is the easiest method of payment for everybody.  All payments are taken 10 days prior to your due date to insure you no service interruption.  Conversely,  the manual payment option requires that you make your payment by check, money order, or call it into customer service using a credit card.  With this  option you will receive both an email bill and postal bill.

It is your responsibility to keep your account information current.  If you choose no to have a current or accurate mailing information on file for you then you may miss out on the postal bill.  If we have no way to send you a bill, then your service will be disconnected if no payment is received, regardless of whether you receive a bill or not.  In order to make a manual payment, you must have selected that option during your setup or account upgrade.

How do I know what I am paying for?

When you look at your billing statement, you will see columns of information.  The left side of the bill describes the service time being billed for and the right columns lost the packages charged to the account.  If you see a balance in brackets <$00.00>, this means that you have an account credit and you owe nothing.

Do you have a grace period?

NO.  Since you are prepaying for service, one day over your billing due date is a late payment.  To avoid late penalties or service interruption, please make sure that all payments are received prior to your due date.

What happens if I do not make my payment on time?

Your account will first be suspended. This prevents you from logging on to the our services but does not effect any account information.  Your username and password are reserved for 30 days and your email is queued for you.  If no payment is received with this time period we will then cancel and close your account.  You will lose your email address, any email in your file, and the reserved username and password.

However, you can reactivate the account once all payments due us are made and any applicable penalties or reactivation fees are paid.  Everything will be created from scratch at this point.

Whats with the odd amounts on my bill?

If you have upgraded/downgraded your package then items may be prorated on your account.  Your billing starts from the day that you signed up for service with IW Link and never changes.  This is called anniversary billing.

If you would prefer to make your payment on a different day of the month, this can also be arranged,   however, this only effect when you receive your bill and the difference between your anniversary date and your requested date will be pro-rated.

How do I change credit cards on my account?

This can be done through the Member Services area of our website.

Can I have an alternate billing card?

Yes! If you would like to ensure that your service will never be turned off for denied charges to your card, place two different cards on the account and if the first fails, the second one will be tried.

What happens if my card is denied?

If your card is denied by the bank when billing is run, then your account will be set to manual payment.  You will still receive a bill on your email  10 days prior to you due date; however, rather than the normal zero balance, you will have a balance due.

Can I pre-pay my account?

Yes! you can pre-pay your account for as long as you like.  Many of our members do this to avoid having to pay monthly. Any amount paid over your invoice amount will show as a credit balance on your account and you will still receive billing statements indicating a credit balance.

When can I upgrade my Package?

If you would like to add an option to your current package, then you can do that at any time during your billing cycle.  Be aware that the upgrade will show as a pro-rated item on your bill.  However, if you would like to change packages you will also be changing billing cycles.  For example, if you are currently paying your bill every month, you are on our monthly billed access package.

If you want to move to the $10 per month option, your billing cycles will now move to a semi-anual cycle. Consequently, we only allow you to change packages at the end of your billing cycle to avoid confusion.

How do I get my referral credit?

We love to give referral credit because that tells us that customers are happy with our service.  We do, however, have to enforce some kind of policy.  Our policy for referral credit is very simple.  The person that refer MUST give us either your account number and/or the exact name on the account, at the time of account creation.   If we do not get this information then it will be very hard to give credit where it is due.

This is the members responsibility to ensure that the referee provides this information at sign up and that the information is accurate.  The only other policy is that the account number of the person being referred is greater than the account number of the person doing the referring.  Why? Logic! We can only reward existing and active customers.

Can I use a referral credit to turn my account back on?

NO,  we will issue credit to active accounts  only. Additionally, if you are on a semi-annual payment cycle, then the credit will only cover one month of service.   In order for your account to be reinstated, your full cycle must be paid in full.