Q. How can the user get a refund for unused services?
A: If its billing account is staying active, then hostgator adds a credit to its account for the next time the user would pay. If the user does not plan to keep any HostGator services; the user must cancel all of its accounts first and look for the automatic reply with a ticket number. Then wait for a cancellation confirmation email. Once the user gets the cancellation confirmation, the user may reply to that email and inquire about its refund.
Note: Please keep in mind that the company does not offer refunds (pro-rated or otherwise) on Dedicated Servers unless the user submits a cancellation request the day its account is set to renew and it charges anyways. There are some exceptions, but for the most part, there are no refunds on dedicated servers.
It lists in their terms of service under section 6:
There are no refunds on dedicated servers, administrative fees, install fees for custom software, or domain name purchases.
Q. How can the user pay with Western Union?
A: Using Western Union to pay is acceptable, but not recommended.
Do not send HostGator a test question or require them to verify additional information. If the client does, then the company will not take the Western Union and will permanently ban the user from using this form of payment. the user may pay using Western Union by sending payments of $100.00 or more to:
Brent Oxley
11251 NW Freeway
Houston, TX 77092
United States of America
Anything less than a $100 will not accept. After the payment has sent, please email them sales@hostgator.com with the following information:
The Money Transfer Control Number (MTCN)
The exact dollar amount sent
First name
Last name
Middle name
Telephone number
City
State
Country
Confirm the email sales@hostgator.com with all of the above information. If the user is an existing client, then also include the domain name provided by them in the email. If the user is a new client and looking to get its account setup, then include the plan the user wants, desired username, domain and password.
Note: Western Union payments are non-refundable. If the user requests a refund, the payment will add as a credit to its hosting account.
Q. How does the user know all its hosting bills are paid?
A: To see its financial status with HostGator, simply login to hostgator.com/billing and click “My Finance”.
On this page, the user will find Total Now Due and the amount of money the user owes.
Alternatively, new HostGator customers and VPS customers may need to login at gbclient.hostgator.com and click “Make a Payment”. The amount due will be listed; if no amount is shown, then the client have to pay up.
Q. How can the user do Payment by bank wire or EFT ( electronic funds transfer )?
A: If the user wishes to make payment with a bank wire,t the user user must pay at least $100 each time. Any over-payment will apply to its account as credit. Please find their bank details by sending an email to sales@hostgator.com.
Prepare to pay any fees its bank charges for the transfer, and do not subtract the associated wire fees from the payment done to them.
After the user has sent the payment, please reply to sales@hostgator.com and provide them with these details.
Date payment sent:
Originating bank account from where payment sent:
Name of the account from where payment sent:
Domain name:
In the wire transfer payment notes, also put its domain name for the account so the client can look up its payment easier. It may take a few days for the payment to clear, and afterwards host gator will apply the payment as soon as possible.
Note that bank wire payments are non-refundable. If the user requests a refund, the payment will add as credit to its hosting account.
Q. What is CVV2 security code?
A: CVV2 is a new authentication scheme established by credit card companies to further efforts towards reducing fraud for internet transactions. It consists of requiring a cardholder to enter the CVV2 number in at transaction time to verify that the card is on hand.
Visa & MasterCard:
This number is printed on the MasterCard & Visa cards in the signature area of the back of the card. (It is the last 3 digits AFTER the credit card number in the signature area of the card).
NOTE: The users are not allowed saving a CVV2 code in their billing database. This is why some credit cards cannot automatically charge.
If the user has enough funds, but its auto-payment fails, it is likely because its card company requires the CVV2 for every transaction. The only solution is to use a different card, or pay manually each time.
Q. What is the issue number and start date?
A: The start date is the date the debit card provided to the holder. Most American debit cards do not have this, so their U.S. customers have to leave this blank.
The Issue number is usually 1, but if there are several cards with the same details within a family or business, this number helps the cardholder to identify the card used. Customers from the U.S. will normally leave this blank.
Note: These fields are required for UK debit cards.
Q. Why does the user have to verify its new order?
A: The Company carefully evaluates new accounts to determine high-risk orders. Please do not take it personally if the user asked to verify a new account, as this could be for simply entering some incorrect information.
If the user is serious about hosting with HostGator.com, then please verify the account so the client can proceed to activate it. In order to setup its account, the user will need to call them for entering the required details.
Toll-free: 1-866-96-GATOR extension 1010
International: 001-713-574-5287 extension 1010
If the user is unable to call us, instead send email to sales@hostgator.com with a scanned copy of a photo ID such as a passport or driver’s license. In addition to photo ID, also include a scanned copy of the credit card that used at the time of account purchase (assuming the user had purchased a hosting account with a credit card). The user may censor all but the last 4 digits of the credit card number for its protection, but ensure that the name and expiration date are legible.
Please provide them with the above requested information at a suitable time to ensure that its account with HostGator is setup as soon as possible.
Q. Why does the user have to pay again?
A: The Company always refunds the initial payment when the company asks the user to verify a new account. They do not want to keep its money, in case the user decided not to call them and verify.
If the user can choose not to pay and they will not activate the account. In addition, its first payment already returned. If the user wants to pay later, they will be glad to activate the account and start its billing cycle on the day the user pays.
Q. How does the user switch to VPS?
A: The user can switch by purchasing the new VPS plan, transferring its files, changing DNS, waiting 48 hours for propagation, and finally canceling the old plan.
Q. How does the user upgrade its account to a better plan?
A: The user may upgrade anytime; there is no contract to keep the user in a plan.
The best solution depends on where the user wants to move.
Shared Web Hosting to Shared Web Hosting
Shared Web Hosting to Reseller Hosting
Reseller Hosting to Reseller Hosting
To upgrade, the user has to submit its request using their upgrade form. This request is a ticket and all tickets will address in the order received.
Upgrading from Shared to Reseller
When upgrading accounts from a Shared plan to a Reseller plan, the company will move the account with the add-on domains intact. However, the company will not convert add-on domains into individual cPanel accounts.
The user will bill at a prorated amount for the remainder of month at the time of the upgrade. (Example: If the user pays them $9.95, a month for the Baby Croc plan and wanted to upgrade to the Business plan, which is $14.95 a month that is a $5 per month difference. If the user were half way into its billing cycle, the user would only be billed $2.50 for the upgrade fee.)
Upgrading from VPS to VPS
When changing the VPS to a different level VPS, then contact sales@hostgator.com with this request.
Any Type to VPS or Dedicated Server
The user cannot use the upgrade form if the user wishes to upgrade to a VPS or dedicated server, or from one dedicated server to another. Instead, the user has to order the new-dedicated server online, request a free content transfers, change the DNS for its domains, and then close the old hosting account.
Remember, do not cancel its hosting accounts until the user has changed DNS and thoroughly inspected its site to ensure everything transferred properly. The last step will always be to cancel the old hosting accounts.
Q. How does the user change its domain name on its account?
A: The user can ask HostGator to change the primary domain name associated with its account. Here is the online form to accomplish that.
Note: This does not change the domain name the userhas registered.
The user will not need HostGator’s help to change its sub domains, addon domains, and parked domains. the user can do that directly in cPanel.
Q. Will its server, name servers, and IP address change when the user upgrades or downgrades?
A: There is no server change when switching between Hatchling to Baby to Business or from a Reseller to another Reseller plan or from a VPS to another VPS plan. This means the name servers and IP address will not change.
If switching between Shared, Reseller, and VPS, to or away from any dedicated server or moving to or away from a ChiliSoft ASP server, there is a server change. This means the name servers and IP address will change.