Knowledge Base

You can search our knowledge base, maintenance notices and complete site using the form below.


Billing Articles

What date format do you use?

We use the ISO date format for all dates in our system, or YYYY-MM-DD. Why? You can read more from w3c .Use international date format (ISO)How does one write a date on the Web? There are so many formats available, most of them incompatible with others, that it can be a ...


When are invoices due?

Recurring Services Invoices are generated 7 days before their due date, on the anniversary of your order date. On the due date we will attempt to charge your card on file for the due amount. If you are paying via a one time payment method you must log in and pay your invoice to avoid ...


My service is suspended!

Your service will be automatically suspended if we have not received payment for your invoice. During suspension, your server is automatically locked and taken offline.To re-activate your server, simply submit payment for all due invoices as well as any incurred late fees from our ...


Why do you decline my Indian Debit/Credit Card?

The Reserve Bank of India’s 3D Secure mandate in effect from August 2nd, 2009, requires that payments made online go through an intermediary step such Verified by Visa or MasterCard SecureCode. While we are reviewing the best ways to implement this and alleviate the situation, please ...


Why am I unable to process a paypal payment from China or with certain multibyte characters?

We've found that customers from China, or those using multibyte languages can have issues when using the PayPal payment option to purchase. Typically the payment is rejected saying there is a temporary problem with the site.In these cases, Google Checkout is a viable option if you do not ...


What is your refund or money back policy?

We have a strict  no refund  policy. If you cancel before your next term, you will automatically be provided with a service credit for future use.


Can you refund my credit balance?

If you inadvertently pay for an invoice twice or downgrade service during your package term your account may have a credit balance. All account credits will be used to pay future invoices (credits are deducted first) and we cannot issue an outbound payment to you for your credit ...


Can you refund my AliPay Payment?

We issue no refunds for AliPay payments. If approved, any refund originally processed through AliPay will be added to your account as a credit balance for future use.


Do you have a refund policy?

We have a strict no refund policy. If you cancel before your next term, you will automatically be provided with a service credit for future use.


How can I pre-pay or add a credit to my account?

Log in to the customer portal.  In the upper right you will see your gravatar.  Click on it and then click "Address & Profile" or use this link:  https://www.hostvirtual.com/portal3/profile From there you can click "Add Credit" on the right side, you will be asked how much ...