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ACCOUNTS SUPPORT

Updating Details

EMAIL ADDRESS CHANGED ON ACCOUNT

Thank you for contacting us.

As requested we have now changed the billing email address and in future, all invoices generated will be emailed to this new address.

Kind regards,

Refunds

Can I transfer hosting fees from one site to another site?

Thank you for contacting us.

If you have a site which has been upgraded from trial to live & is being billed, the invoicing from this site is not transferable to another site if this initial site is no longer required. In this case you would need to cancel this site via your Partner Portal. We confirm that any paid invoices for this cancelled site are not available as a refund, credit or transfer to another site.

This policy also applies to any new trial site that has been built to replace an existing client site on the Business Catalyst platform. Once again the invoicing is not transferable between sites whether it is the same site for the same client or a totally different site. In this case you would need to cancel this site via your Partner Portal and upgrade the new site to live as required. This policy applies both for sites setup on monthly or annual billing.

Therefore, the procedure would be for you to backup your existing paid site, & upload the new trial site, into the paid site that you currently have. If you require assistance with this process, please submit a case directly to our Support Technical Team.

Please let us know if you require any further details.

Regards,

Request to credit or refund when incorrect billing chosen, incorrect site upgraded or incorrect plan chosen.

Thanks for contacting us.

Unfortunately we are unable to accommodate your request.  Please note we do not provide refunds or credits for the following:-

  • Incorrect billing frequency chosen (e.g. Annual instead of Monthly)
  • Incorrect site upgraded from Trial to Live
  • Site now not ready to go Live
  • Site now needs to be canceled
  • Wrong site plan chosen

Please reply to this case if you require further clarification.

Kind regards,

Site Cancellations

PARTNER: Instructions via PP (No Outstanding Invoices)

Thanks for contacting us.

To cancel a site, this is handled by you directly from within your Partner Portal > Clients - choose site & select to 'Delete' this site. Please ensure you action this prior to their next hosting renewal invoice date to ensure no further hosting invoices are processed.

http://screencast.com/t/PeqwoLipx6

If there are any outstanding invoices due on the site, these need to be paid first before you are able to cancel a site via your Partner Portal.

I hope this helps & please let me know if we can provide further assistance.

Kind regards,

CUSTOMER: How to Cancel Site - BC customer billed direct & all GB

Thank you for contacting us.

As you pay us directly for your site's hosting fees, you are able to cancel your site through the site administration area.

Here are the instructions to follow (see screenshot link provided below):-

http://ccmbctest3.worldsecuresystems.com/Support/2012-08-01_1220.png

1. Login to your site admin area:  completeaccesssolutions.businesscatalyst.com/Admin

2. Using admin user email: kerry@completeaccesssolutions.com.au

3. Go to Site Settings

4. Go to General Settings

5. Select to Delete your site

Note, if you are using the old user interface in your site admin, the delete button is under Home > General Settings > Delete site.

No further invoices will process & the site will be deleted irretrievably off our system. Therefore, can you please ensure that you download any required data and re-delegate the domain elsewhere, prior to this date. If you require assistance with this, please either contact your BC Partner direct or submit a case.  For instructions on how to contact us, please refer to: http://www.businesscatalyst.com/support/request.

If the My Account page is not available within your site, please contact your Business Catalyst Partner direct & they will need to cancel your site via their Partner Portal:-

Partner Company Name: Black Market

Partner Contact Name & Email Address: Suzy Black (suzy@black-market.com.au)

Note, if you have any outstanding invoices, these will require payment before you are able to cancel your site via the admin login.

IMPORTANT: Your next hosting invoice is due to automatically charge the credit card we have on secure file on 14 March 2011 & therefore to avoid this charge being processed, please ensure you action the site cancellation following the instructions above asap & prior to 13 March 2011.  If you cancel the site prior to this date, the invoice will automatically delete & not charge.

We hope this assists & please let us know if we can help further.

Regards,

PARTNER: Need to Cancel a Site (but Outstanding Invoices) - response to Partner

Thank you for contacting us.

This site currently has outstanding invoicing which will require payment before you are able to cancel the site.

Below find instructions for paying outstanding invoices:-

1. Login to the site admin
2. A screen will pop-up advising which invoice/s require paying
3. Enter credit card details
4. Keep the box checked/ticked, which asks: Use above credit card details for this site's future payments
5. Once payment processes successfully, the site admin will re-enable & you will have access to canceling the site.

Once the payments for this site have been bought up-to-date, you will be able to cancel the site via your Partner Portal:-

• Partner Portal > Clients tab - choose site to cancel & select to 'Delete'

http://screencast.com/t/PeqwoLipx6

We hope this assists & please let us know if we can provide any further instruction.

Kind regards,

CUSTOMER: Need to Cancel a Site (but Outstanding Invoices)- response to Customer

Thank you for contacting us.

Our records show that this site currently has outstanding invoicing which will require payment before you are able to cancel your site.

Below find instructions for paying outstanding invoices :-

1. Login to the site's admin
2. A screen will pop-up advising which invoice/s require paying
3. Enter credit card details
4. Keep the box checked/ticked, which asks: Use above credit card details for this site's future payments
5. Once payment processes successfully, the site admin will re-enable & you will have access to canceling the site.

After any outstanding invoices have been paid, you will be able to cancel your site via the site admin. If for some reason you do not have access to the following My Accounts area within your site admin, please contact your Business Catalyst Partner direct & instruct them to cancel your site via their Partner Portal.

Below find instructions for now canceling your site via your site admin (see screenshot link below):-

http://screencast.com/t/ZWJiNDQ4YjI

1. Login to your site
2. Go to Home
3. Go to My Account
4. Choose to Cancel your site (NB: this will irretrievably delete the site from our system. Please ensure you have removed any files/data required & if necessary your domain. No further hosting invoices will generate for the site. Please contact your Business Catalyst Partner direct or refer to the Support tab in your site admin area, if you require any assistance with this.) Also, you can reach out to us via Live Chat - http://businesscatalyst.com/support/home.

We hope this assists & please let us know if we can provide any further instruction.

Kind regards,

Overdue Invoices - Instructions on Paying

PARTNER: Instructions to Pay Outstanding Invoices - reply to Partner

Thank you for your contact.

Our records show that this site currently has outstanding invoicing which will require payment before you are able to access the site admin again. Based on how the platform works you will see the payment screen after the invoice is due which will give you the option to either "Pay now" or "Pay later". Once an invoice is overdue by 7 days or more, the site admin will disable and therefore you or your customer (depending who the billing relationship is with), will have to pay for the outstanding invoices in order to gain access to the site admin again.

Below find instructions for paying outstanding invoices:-

1. Login to the site's admin. eg: http://yourcustomersitedomain.com/admin

2. A screen will popup advising which invoice/s require paying

3. Enter credit card details

4. Keep the box checked/ticked, which asks: Use above credit card details for this site's future payments

5. Once payment processes successfully, the site admin will re-enable & you will be able to log-in completely now.

Please let us know if we can assist further.

Kind regards,

CUSTOMER: Instructions to Pay Outstanding Invoices - reply to Customer

Thank you for your contact.

Our records show that this site currently has outstanding invoicing which will require payment before you are able to access the site admin again. Based on how the platform works you will see the payment screen after the invoice is due which will give you the option to either "Pay now" or "Pay later". Once an invoice is overdue by 7 days or more, the site admin will disable and therefore you or your customer (depending who the billing relationship is with), will have to pay for the outstanding invoices in order to gain access to the site admin again.

Below find instructions for paying outstanding invoices:-

1. Login to the site's admin. eg: http://yourcustomersitedomain.com/admin

2. A screen will popup advising which invoice/s require paying

3. Enter credit card details

4. Keep the box checked/ticked, which asks: Use above credit card details for this site's future payments

5. Once payment processes successfully, the site admin will re-enable & you will be able to log-in completely now.

Please let us know if we can assist further.

Kind regards,

Invoices

Why have I received this invoice (Customer)

Thanks for contacting us.

The invoice is your annual/monthly website hosting renewal for site: http://www.printgraphicsshop.com/ (Site id # 63553).

On the invoice due date, our system will automatically charge the credit card we have on file for your hosting billing.

As Business Catalyst invoices you direct, you can access your bills via the My Accounts page within the site admin login of your site:-

Login to: http://printgraphics.wsiefusion.net/Admin
Using admin user login email: noel@printgraphicsshop.com

Go to Home -> My Accounts.

However, if this My Accounts page is not shown in the admin area of your site, please contact your Business Catalyst Partner.:-

WSI eFusion (Corporate Site) - wsi brawnmedia
Donna Brownson (dbrownson@wsibrawnmedia.com) or (dbrownson@nycap.rr.com)

You will need to supply your credit card details to your Partner who can update them directly via their Partner Portal.

If you have access to the My Accounts page, you will be able to (see screenshot link below):-

http://screencast.com/t/ZTQyZDA5M

• See a list of ALL invoices
• See date invoice was paid
• Email invoices to the email address setup to receive invoices
• Update Credit Card details (*this will not process payments for any outstanding invoices, which have to be paid via the site admin login)
• Cancel site (note, if there are outstanding invoices for the site, these will need to be paid first, via the site admin login, before you can cancel your site)

*Any invoices which are overdue by 1 or more days, will appear for payment (by credit card) when logging into the site admin.

We hope this information is helpful & please reply to this case if you have any further questions we can assist you with.

Kind regards,

Which site is this payment for, which inv number is this payment for or which c/c was used to pay this inv (Partner)

Thank you for contacting us.

If you are trying to match a payment from your credit card statement to a site (e.g. site name)  OR you are trying to find out which credit card paid for an invoice, please follow the instructions below (note, please ensure you are logged into your Partner Portal with a secure setting – https: - to view full payment details):-

Invoice Paid on Due Date

1.       Go to your Partner Portal > Billing > Invoice Date column

2.       From here you will see a list of all paid invoices & future dated invoices (note, invoices are created 14 days prior to invoice due date).

3.       You can sort the invoices by “Invoice Date”.  You will probably want to sort this so that the most recent dated invoices appear at the top of the list (you may need to click on the “Invoice Date” heading a couple of times to achieve this, see screenshot: http://screencast.com/t/5lcGZXjQhWO

4.       From here, check the amount you are querying against the invoice date.

5.       If the invoice payment processed successfully on the invoice due date, you should be able to successfully match the payment you are querying. 

6.       The site name is listed for each invoice under the “Customer” column – so this will give you the information about what site the payment was for.

7.       If there is more than one invoice dated for the same amount you are querying, you will need to proceed to the Clients tab for each of these invoices (see instructions below).

Invoice Not Paid on Due Date (or multiple invoices with the same date & same total amount)

1.       If a credit card payment failed to process on an invoice due date, the invoice can only be paid 7 days after the invoice date, via the site admin login.  Therefore, when this occurs, the invoice payment date will not match with the invoice date.  Keep in mind that you will need to search for the amount you are querying, by checking for invoice dates at least 7 days prior (depending when the invoice was actually paid via the site admin), to the date your payment shows on the credit card statement.

2.       After following numbers 1 to 7 above, you will need to access the billing information for each site that you have identified from the “Customers” column.

3.       To do this, remain in your Partner Portal & go to the Clients tab.

4.       Choose the customer site & go to View.

5.       This will bring up a list of all paid & future dated invoices.  Select the invoice number you are trying to locate payment details for (either payment date or credit card used to pay the invoice) & then to the “Payment Details” column, choose View.  Screenshot here shows you the information you will be able to view when using a secure connection: http://screencast.com/t/QgOjUSVt

By following the above steps, you should successfully be able to locate payment details & site name details.

We hope this assists & please advise if we can help further.

Kind regards,

Change Plans

How to request for Plan Change (Partner)

Thank you for contacting us.

Changing a site plan is processed through your Partner Portal. See instructions below:-

1/ Login to your Partner Portal
2/ Go to your Clients tab
3/ Choose site for the change plan
4/ Go to Details box
5/ Select Upgrade Site Plan

See screenshot of Site Details box within the Partner Portal > Clients tab, below:-

http://screencast.com/t/dfNZlh986K

Kind regards,

Changing a Plan on Consolidated Billing / Invoice Partner on Account (Partner)

Thanks for your change plan request which has been processed.

Note, our billing to you will be adjusted but as the site is on Consolidated Billing, you will now need to adjust the site's invoicing from within your Partner site.  See instructions below which you will need to action asap for this site now:-

Invoice # xxxx (order #xxxx) dated xxxxxx & about to charge your customer $xx.

1. Please edit this invoice & amend to the amount you want to charge your customer for the Business Plan
2. Also enable recurrence on it so this is the new monthly recurring order which will generate & charge (at the new price)
3. Disable the current recurring invoice # xxxx (order #xxxxxx) - this is important as if it is not disabled, the customer will be charged two different amounts twice each month.

Once you have done the above, please reply to this case xxxxxx  reconfirming you have done this.  We will then need to re-link the new recurring invoice for the site against it's licensing to ensure all is in place correctly.

Let me know if you have any questions regarding this process?

Many thanks.

Kind regards,

Updating Credit Card or Change Billing Relationship

PARTNER: Updating Credit Card or Changing Billing Relationship - via Partner Portal

Thanks for contacting us.

To update the credit card we have on file for one or more of your sites, you can action this via your Partner Portal > Clients tab – select site >Update Credit Card Details Form (see screenshot link below) -

http://screencastus.worldsecuresystems.com/Rahul/2011-08-04_1718.png

Important: please keep in mind that updating credit card details will not process any outstanding invoices. These would still require payment via the site admin login (from one day after overdue invoice date).

Note, if you are being billed (to Partner) for several sites, you can update the credit card  details for all of these sites at the same time.  Simply choose any site (as instructed above) to update the credit card details for & you will have the option of choosing more than one site from a dropdown box.

To change the billing for a site (eg from Partner to Customer) this is done via your Partner Portal > Clients tab - select site & 'Change'. You will need to enter all of the customer's contact details & credit card information at this point if you are changing the billing from Partner to Customer. Please ensure you have these on hand as Adobe Business Catalyst can not contact your customer direct for this required information. (See screenshot link below.)

http://screencast.com/t/ZTFkOGNiNjU

We hope this information is helpful & please reply to this case if you have any further questions we can assist you with.

Kind regards,

CUSTOMER: Updating Credit Card - via Site Admin

Thank you for contacting us.

As Business Catalyst invoices you direct, you can access your bills via the My Accounts page within the site admin login of your site:-

Login to: http://printgraphics.wsiefusion.net/Admin
Using admin user login email: noel@printgraphicsshop.com

Go to Home -> My Accounts.

However, if this My Accounts page is not shown in the admin area of your site, please contact your Business Catalyst Partner.:-

WSI eFusion (Corporate Site) - wsi brawnmedia
Donna Brownson (dbrownson@wsibrawnmedia.com) or (dbrownson@nycap.rr.com)

You will need to supply your credit card details to your Partner who can update them directly via their Partner Portal.

If you have access to the My Accounts page, you will be able to (see screenshot link below):-

http://screencast.com/t/ZTQyZDA5M

• See a list of ALL invoices
• See date invoice was paid
• Email invoices to the email address setup to receive invoices
• Update Credit Card details (*this will not process payments for any outstanding invoices, which have to be paid via the site admin login)
• Cancel site (note, if there are outstanding invoices for the site, these will need to be paid first, via the site admin login, before you can cancel your site)

*Any invoices which are overdue by 1 or more days, will appear for payment (by credit card) when logging into the site admin.

We hope this information is helpful & please reply to this case if you have any further questions we can assist you with.

Kind regards,

Changing Billing Frequency

PARTNER: Changing Billing Frequency - via Partner Portal

Thank you for contacting us.

To change the billing frequency of your customer’s site, this is done via your Partner Portal > Clients tab – choose site & go to Upgrade Site Plan.

See screenshot here:-

http://screencast.com/t/dfNZlh986K

Choose the same plan the site is currently on select the new billing frequency (Monthly, Annual or Biyearly).  See screenshot here (prices shown here may not be current – refer to your Partner Portal for current pricing):-

http://screencast.com/t/oAOsvSEGVJ9

The system will provide you with the new billing details including the option of using the same credit card details on file or uploading new credit card details.

Please reply to this case if we can provide any further assistance.

Kind regards,

CUSTOMER: Request to Change Billing Frequency - via site Admin

Thank you for contacting us.

If Business Catalyst invoices you direct, you can change the billing frequency of your site’s invoicing for hosting fees via your site admin.  If the Accounts or Billing area of your site admin is not available to you, please contact your web design Partner who will need to action this for you via their Partner Portal.

If you are using the CRM user interface v2, see screenshot here & instructions below:-

http://screencast.com/t/jdl2gvth

>Home

>My Account

> Upgrade Site Plan

Choose the same site plan you are currently on & select the new billing preference of Monthly, Yearly or Biyearly (see screenshot here:  http://screencast.com/t/KUCgmkGRgkny ).


If you are using the CRM user interface v3, see screenshot here & instructions below:- http://screencast.com/t/BELxtEfdO

>Site Settings

>Billing Settings

> Upgrade Site Plan

Choose the same site plan you are currently on & select the new billing preference of Monthly, Yearly or Biyearly (see screenshot here:  http://screencast.com/t/16PqtB3vY  ).

Please reply to this case if we can provide any further assistance.

Kind regards,

Credit Card Error

Error message when paying by Credit Card (via site admin login) - Response

Thank you for contacting us.

If the system is not accepting your credit card then unfortunately there is an issue with the credit card as there are no problems with receiving payments at our end through the site admin login.

Things to check with your credit card include:-

• Name on card
• Number
• CCV number
• Expiry date
• Type of card (Visa, Mastercard or American Express)
• Sufficient funds

Please also ensure your Billing Address, City, State, Zipcode & Country that you enter, correctly match the billing address details for your credit card. If the address you enter is different to the registered address for your credit card, this will cause a payment error.

If you are positive that all of the above is correct & there are sufficient funds, please contact your bank to check with them as they may be blocking your online payments with Business Catalyst for some reason.

We hope this helps & please let us know if we can provide further assistance.

Kind regards,

Error message when updating Credit Card (via Partner Portal) - Response

Thank you for contacting us.

When providing your new credit card details for a site or several sites, via your Partner Portal > Clients tab – select site >Update Credit Card Details Form – please note that the system will run an automated check to verify the credit card entered is valid. Included in this automated system check is a gateway pre-authorization of 0.01c which immediately credits back/voids once verification is successful.

If there are any issues with the credit card authorization process, you will receive an error message, advising that updating your credit card details was not successful.

In this case the following needs to be checked:-

• Name on card
• Number
• CCV number
• Expiry date
• Type of card (Visa, Mastercard or American Express)
• Sufficient funds

If you are receiving an error when updating your credit card via your Partner Portal here, although it shows as only 'optional', please add the address details. Please ensure the Billing Address that you enter, correctly match the billing address details for the credit card you are entering. If the address you enter is different to the registered address for the credit card, this will cause a payment error.

If you are positive that all of the above is correct & there are sufficient funds, please contact your bank directly. The reason for this is the bank may be incorrectly recognizing the 0.01c pre-authorizations (which do not in fact charge the credit card) as potential fraud. This in particular is valid when there are 1 or more sites’ credit card details being updated at the same time via your Partner Portal. The bank may have placed a block on transactions on your credit card by Adobe Business Catalyst & you will need to liaise with your bank regarding this.

We hope this helps & please let us know if we can provide further assistance.

Kind regards,

System not storing credit card on future invoices when paying via site admin (reply to Customer)

Thank you for contacting us.

When providing your new credit card details via the site admin area & choosing to use the credit card for all future payments, the system will run an automated check to verify the credit card entered is valid. Included in this automated system check is a gateway pre-authorization of 0.01c which immediately credits back/voids once verification is successful.

If there are any issues with the credit card authorization process, the system will not store the new credit card details for future invoices.

In this case please contact your bank directly. The reason for this is the bank may be incorrectly recognizing the 0.01c pre-authorizations (which do not in fact charge the credit card) as potential fraud. The bank may have placed a block on transactions on your credit card by Adobe Business Catalyst & you will need to liaise with your bank regarding this.

We hope this helps & please let us know if we can provide further assistance.

Kind regards,

System not storing credit card on future invoices when paying via site admin (reply to Partner)

Thank you for contacting us.

When your customer is providing their new credit card details via the site admin area & choosing to use the credit card for all future payments, the system will run an automated check to verify the credit card entered is valid. Included in this automated system check is a gateway pre-authorization of 0.01c which immediately credits back/voids once verification is successful.

If there are any issues with the credit card authorization process, the system will not store the new credit card details for future invoices.

In this case please ask your customer to contact their bank directly. The reason for this is the bank may be incorrectly recognizing the 0.01c pre-authorizations (which do not in fact charge the credit card) as potential fraud. The bank may have placed a block on transactions on their credit card by Adobe Business Catalyst & your customer will need to liaise with your bank regarding this.

We hope this helps & please let us know if we can provide further assistance.

Kind regards,

Extras - Purchasing

Extras: Purchasing via Partner Portal - Disk Space, Users, Newsletters & SMS (including pricing) - SITES NOT ON CB

Thank you for your request.

You are to upgrade a site's licensing direct via your Partner Portal.

To action this, login to your Partner Portal > Clients - select site & go to System Usage (see screenshot below):-http://screencast.com/t/b0lEJcNoYH

From here, you can add additional disk space, admin user/email accounts, newsletters & sms to a site's licensing. You are also able to view pricing within the System Usage area for all of the extras we have available to purchase.

Whoever Business Catalyst currently bills for this site's extras will receive the invoice & accordingly, you will need to enter either the customer's or Partner's credit card details.

Therefore, please action your request via your Partner Portal.

Note, email newsletters purchased are valid for one year from date of purchase. Any unsent email newsletters not sent within one year from the date of purchase are not carried forward & are forfeited.

Many thanks.

Kind regards,

Extras: Purchasing via Partner Portal - Disk Space, Users, Newsletters & SMS (including pricing) - SITES ON CB

Thank you for contacting us.

Because the site has been upgraded onto Consolidated Billing (Invoice Partner on Account), you will firstly need to change the billing for the site's Extras from Invoice Partner on Account to Invoice Partner & you will then have access to purchasing any extra licensing for the site & it must be invoiced direct to Partner (not customer).

To purchase extras (users, newsletters, disk space, bandwidth, SMS) for a site which is on Consolidated Billing (Invoice Partner on Account), you need to take the following steps:-

1/ Login to your Partner Portal > Clients tab – select the site & Change the Billing (Excess) from:  Invoice Partner on Account, to: Invoice Partner Only (NB: do not choose Invoice Customer)  See screenshot link of this below:-

http://screencast.com/t/KqPQznh5k5L

2/ Once you have done this refresh your page.

3/ Via your Partner Portal again, go to the Clients tab – select the site & go to Systems Usage which will give you the option of now purchasing any extra licensing.  See screenshot link of this below:-

http://screencast.com/t/b0lEJcNoYH

Things to note:-

1/ If you choose for Business Catalyst to invoice you direct for the extras, you will need to setup your own invoices to your customer for all extras you purchase for the site via your Partner Portal.  You will be paying BC direct for the extras you purchase by entering your credit card details when prompted, via your Partner Portal.

2/ If you choose for Business Catalyst to invoice your customer direct for the extras, you will need to obtain their credit card details when purchasing the extras via your Partner Portal.

Please let us know if you have any questions.

Many thanks.

Kind regards,

Extras: Customer requesting to purchase or inquiry regarding pricing

Thank you for contacting us.

To purchase extras for your site (including admin users/email accounts, disk space, email newsletters or SMS), please contact your Business Catalyst web design Partner directly. Your Partner is able to automatically purchase these for you via their Partner Portal by viewing your site under their Clients tab & referring to the System Usage section.

Your Partner is able to view pricing within the System Usage area for all of the extras we have available to purchase & they can therefore also provide any pricing information to you.

If we are billing you directly, you'll need to provide your Partner with your credit card details directly so that they can enter these at the time of purchasing the extras for you.

Note, email newsletters purchased are valid for one year from date of purchase. Any unsent email newsletters not sent within one year from the date of purchase are not carried forward & are forfeited.

Please contact your Partner direct to action your request for any extras.

Many thanks.

Kind regards,

How to cancel Extras purchased (Partner)

Thank you for contacting us.

In order to remove extras (admin users/email accounts, sms, disk space etc.,) please action this via your Partner Portal. Go to PP > Clients > Select the site > go to System usage and remove additional users for this site (see the screenshot below):-http://screencast.com/t/QAezHHmfDP3

Please note, once you cancel any licensing via your Partner Portal, no further invoice will generate and any future dated unpaid invoices for the licensing will delete & not be charged.

Furthermore, if you are canceling extra admin users, please ensure you have first removed or disabled the admin users via the site admin.

I hope this helps clarify. Let us know if we can provide further assistance with this.

Regards,

How to cancel Extras purchased (Customer)

Thank you for contacting us.

In order to remove extras, please contact your web design Partner who is able to remove any pre-purchased extras for your site via their Partner Portal.

Please note that once your Partner cancels your extras, the licensing will automatically adjust against your site & no further invoices will generate for the service.

We hope this helps clarify & please let us know if we can provide further assistance with this.

Regards,

Review & Monitor Newsletter Usage for a Site

Thank you for contacting us.

There is a number of ways to review and monitor the newsletter usage for a site:-

• The home page shows a Monthly System Usage summary table. See sample screenshot: http://screencast.com/t/ZTFkMDlkOGEt
• You can run reports through the Report Tab-> Summary -> Marketing -> Newsletters Sent -> There are different options available to bring up data - monthly, last 3 months etc
• And finally each campaign keeps track of the emails sent. Keeping a close eye on these on a monthly basis is relatively easy. You can click on each campaign and assess the number sent.

We hope this assists.

Regards,

Discounts

Not-for-profit or Charity Sites

Thank you for contacting us regarding discounted hosting for your not-for-profit website.

Adobe are currently able pleased to offer 30% discount off the Business Catalyst annual hosting for NFP status websites & to set this up, please see below requirements:-

1/ Submit a case to the Accounts Team, providing documentation proof by attachment, of the website company’s Not-For-Profit status.

2/ Accounts will reply to the case either asking for more information or providing their approval of the status.

3/ Only at that time, upgrade the site (can not be setup on Consolidated Billing), from Trial to Live & importantly, choose MONTHLY billing.

4/ Reply to the same existing case (do not create a new case), advising the site name & invoice number generated.

5/ Accounts will adjust the invoice from monthly to annual less 30% & re-charge the existing credit card against the invoice for the difference.

6/ A copy of the adjusted invoice will be re-triggered via email.

Important points:-

  • Proof of NFP status is required
  • Do not upgrade the site until Accounts have provided approval of NFP discount status.
  • The site must be upgraded from Trial status – not applicable for any current Live sites already being billed.
  • The site must be upgraded to MONTHLY.  If the site in error is upgraded to annual, we are not able to apply the discount.
  • As soon as the site is upgraded to monthly, reply to the case (must be on the same day the site is upgraded), asking us to now apply the discount.
  • We will adjust the invoice to the annual fee less 30% & charge the credit card for the difference so it is important to ensure there are sufficient funds on the credit card to cover this charge.
  • The discount does not continue if there is a change of site plan or billing relationship, if there is a request for the site to go onto monthly billing at any stage or of the site is moved to a new Partner Portal.
  • Please do not create more than one case for the request.  Only re-open & reply to the initial existing case.
  • There is no commission on the NFP discounted hosting invoices.

Please let us know if we can assist further.

Regards,

Adobe employee sites

Thank you for contacting us regarding discounted hosting for your website. based on being an Adobe employee.

Adobe are currently able pleased to offer 70% discount off the Business Catalyst annual hosting for Adobe employee websites & to set this up, please see below requirements:-

1/ Submit a case to the Accounts Team, providing your Adobe email address (note, you have now done this).

2/ Upgrade your site (can not be setup on Consolidated Billing), from Trial to Live & importantly, choose MONTHLY billing (if annual billing is chosen in error, we are not able to discount the hosting fees).

3/ Reply to the same existing case (do not create a new case), advising the site name & invoice number generated.

4/ Accounts will adjust the invoice from monthly to annual less 70% & re-charge the existing credit card against the invoice for the difference.

5/ A copy of the adjusted invoice will be re-triggered via email.

Important points:-

  • Proof of Adobe employee status is required (by email address)
  • The site must be upgraded from Trial status – not applicable for any current Live sites already being billed.
  • The site must be upgraded to MONTHLY.  If the site in error is upgraded to annual, we are not able to apply the discount.
  • As soon as the site is upgraded to monthly, reply to the case (must be on the same day the site is upgraded), asking us to now apply the discount.
  • We will adjust the invoice to annual less 70% & charge the credit card for the difference so it is important to ensure there are sufficient funds on the credit card to cover this charge.
  • The discount does not continue if there is a change of site plan, if there is a request for the site to go onto monthly billing at any stage or of the site is moved to a new Partner Portal.
  • Please do not create more than one case for the request.  Only re-open & reply to the initial existing case.
  • No commission is applicable on the discounted hosting invoice.

Please let us know if we can assist further.

Regards,

Partner signup - No Discount for Promo if already signed up

Thank you for contacting us.

We understand that you have recently purchased a Partner program and following this you became aware of a recent signup discount. 

Sometimes our marketing team offer discounts on purchasing a Partner program but at the time you signed up we were not aware of an upcoming discount that was to be offered.  The recent signup discount has only been finalized and launched in the last week.  We do not ever have details of an upcoming promotional discount until it is launched.

Therefore, I am sorry but we are unable to accommodate your request for a refund of your recent Partner signup fee.

Kind regards,

Bandwidth

Bandwidth - Monitoring

Thank you for contacting us.

You can check and monitor your bandwidth usage by logging in to your Site-> Reports -> Summary. On the right hand side you will see a summary table & please select traffic.

You will be able to run reports based on date or month.

Here is some detail as to why the usage will vary on a month basis for your site:

The traffic report graph shows the total activity on your website as traffic that goes in and traffic that goes out.
• Bytes In (KB) - stands for the total number of kilobytes that were sent by visitors to your site. These include file uploads, form uploads etc.
• Bytes Out (KB) - stands for total number of kilobytes that were downloaded by the website visitors. These include website browsing, file downloads etc.

I hope this information helps.

Kind regards,

& NOTE: bandwidth usage restarts again at the start of each month.

Partner Points

Partner Points - ending, details & redeeming

Thank you for contacting us.

As indicated in our Partner Success Newsletter # 75 sent 10 May 10, our Partner Points program will be coming to an end. We are currently working on other loyalty incentives which we hope have more tangible value to our Partners. We originally had high hopes for Partner Points but feedback has shown us that the program wasn't effective enough for partners or for BC.

We know it will inconvenience some Partners, but we believe that our new incentives will outweigh the loss of the old.

Here's what you need to know:

• From 1-Jun-2010 we will no longer awarded Partner Points
• You had until 31-Aug-2010 to redeem your Partner Points

Regards,

Pricing - not at new pricing level

New Pricing - no change in pricing for existing Live sites

Thank you for contacting us.

When there is a change in plan pricing, any existing Live sites which are already being billed (therefore have already been upgraded from Trial) do not automatically have their pricing adjusted.  Our billing system is automated and the charge rate for existing Live sites cannot be altered this way. Therefore, if there is an increase or decrease in our pricing, any sites already being billed will remain on their current pricing plan which was set on the date the site was upgraded from Trial to Live. 

Keep in mind, that any new features within plans are automatically included when we have a change in plan features.

We hope this helps clarify.

Regards,

How to Contact us

Partner Requesting Phone Call (for Tech or Accounts Support) - response no & how to contact us

Thank you for contacting us.

Unfortunately we are unable to call you as we do not provide phone support.

For Accounts Assistance, please submit a case via your Partner Portal > Support > Submit New Case.

See below for instructions:-

http://businesscatalyst.com/support/request

If for some reason you are unable to submit a case to us via your Partner Portal, please contact us via the Business Catalyst contact form on our website:-

http://businesscatalyst.com/contact

Also, you can reach out to us via Live Chat - http://businesscatalyst.com/support/home.

It is important to provide full details of your query, including your URL & screen-shots if relevant.

Many thanks.

Regards,

Customer Requesting Phone Call (for Tech or Accounts Support) - response no & how to contact us

Thank you for contacting us.

Unfortunately we are unable to call you as we do not provide phone support for accounts or technical assistance.

For accounts or technical assistance, please submit a case via your site administration login > Support Central.

For instructions see below:-

http://businesscatalyst.com/support/request

If for some reason you are unable to submit a case to us via your Support tab of your site administration area, please contact us via the Business Catalyst contact form on our website:-

http://businesscatalyst.com/contact. Also, you can reach out to us via Live Chat -http://businesscatalyst.com/support/home.
It is important to provide full details of your query, including your URL & screen-shots if relevant.

All assistance can be handled via this email case procedure.

Many thanks.

Kind regards,

Free Partner (or Customer) sending request for accounts assistance via Forum

Thanks for contacting us.

Please note we are not able to provide accounts assistance via Forum Posts.

For accounts assistance, please submit a case via your Partner Portal > Support > Submit New Case.
See below for instructions:-

http://businesscatalyst.com/support/request

If for some reason you are unable to submit a case to us via your Partner Portal (eg free Partner Portal or you are not a Partner), please contact us via the Business Catalyst contact form on our website:-http://businesscatalyst.com/contact

Following this response, if you again need to contact us regarding the same issue & are unable to submit a case via your Partner Portal, please ensure you quote the case # you receive from us in this reply. This will ensure that all subsequent communication regarding this issue is handled within the one case. Importantly, please do not continue to request accounts assistance via our Forum Post as our accounts team do not monitor the Forum.

Please note that it is important to provide full details of your query, including your URL & screenshots if relevant.

Many thanks.

Regards,

DUPLICATE CASE

Thank you for contacting us.

I believe this case is a duplicate of case number ###.

We will respond to that case - please review it for a response.

Kind regards,

Plans

Which Plan to use

Thank you for contacting us.

Please refer to the Business Catalyst website section on Plans - US Pricing - http://businesscatalyst.com/pricing/client - which is a great resource for you to use when deciding which plan best suits your customer's requirements for their website.

In order to change a site plan, you are required to submit your request via the Partner Portal > Tools > Partner Resources > Change Plan form. We will action this for you on receiving this & reconfirm once done.

I hope this assists & please let me know if you have any queries.

Many thanks.

Kind regards,

Emergency Case - response (to non-emergency)

Response to Emergency Case submitted - when NOT an emergency

Thanks for contacting us via the emergency service.

As indicated when you created this case, an emergency case should only be created if your website or entire domain email is down.

All other issues will be answered within 8-business hours, and this issue has been placed in our regular support queue for investigation and response by that team.

Thanks for your understanding!

Kind regards,

Discounts

Not-for-profit or charity sites

Thank you for contacting us regarding discounted hosting for your not-for-profit website.

Adobe are currently able pleased to offer 30% discount off the Business Catalyst annual hosting for NFP status websites & to set this up, please see below requirements:-

1/ Submit a case to the Accounts Team, providing documentation proof by attachment, of the website company’s Not-For-Profit status.

2/ Accounts will reply to the case either asking for more information or providing their approval of the status.

3/ Only at that time, upgrade the site (can not be setup on Consolidated Billing), from Trial to Live & importantly, choose MONTHLY billing.

4/ Reply to the same existing case (do not create a new case), advising the site name & invoice number generated.

5/ Accounts will adjust the invoice from monthly to annual less 30% & re-charge the existing credit card against the invoice for the difference.

6/ A copy of the adjusted invoice will be re-triggered via email.

Important points:-

  • Proof of NFP status is required
  • Do not upgrade the site until Accounts have provided approval of NFP discount status.
  • The site must be upgraded from Trial status – not applicable for any current Live sites already being billed.
  • The site must be upgraded to MONTHLY.  If the site in error is upgraded to annual, we are not able to apply the discount.
  • As soon as the site is upgraded to monthly, reply to the case (must be on the same day the site is upgraded), asking us to now apply the discount.
  • We will adjust the invoice to annual less 30% & charge the credit card for the difference so it is important to ensure there are sufficient funds on the credit card to cover this charge.
  • The discount does not continue if there is a change of site plan, if there is a request for the site to go onto monthly billing at any stage or of the site is moved to a new Partner Portal.
  • Please do not create more than one case for the request.  Only re-open & reply to the initial existing case.

Please let us know if we can assist further.

Regards,

Promos

WHEN DISCOUNT DOES NOT APPLY

Thanks for contacting us.

The discount promotion code is only available as a once-off when upgrading a Trial site to Live via your Partner Portal (during the period of the promotion). The discount does not apply for:

1. Change in site plan - downgrade or upgrade
2. To sites already upgraded from Trial to Live
3. Change in billing request (eg monthly to annual)
4. When the promo code was not entered at the time of upgrading the new site.

5. If the site is upgraded on Consolidated Billing (Invoice Partner on Account)

6. If the promotion has expired.

7. Change in billing Relationship

8. Site is moved to a new Partner Portal

I hope this helps clarify.

Good luck with your site.

Regards,

Referrals

To new Partner (referral) asking re their 5% discount which did not calculate

Thanks for contacting us & congratulations on signing up as a Partner.

The 5% discount code is applied to your Partner sign-up fee when you have been referred to us by an existing BC Partner. If you were sent an introduction to our Partner program by an existing BC Partner, you are required to sign-up to the Partner Program via the email address the promo code was sent to.

If you enter the referral code sent to you & it does not calculate the discount, this is because the email address you used is not the original email address the referral email was sent to.

For further information on the BC Partner referral process, please read our knowledge base article as below;

http://kb.worldsecuresystems.com/878/cpsid_87802.html

Unfortunately we are unable to now credit 5% back on the Partner payment.

I hope this helps clarify for you.

Kind regards,

To Master Partner (whose referral did not signup using their promo code)

Thank you for contacting us.

We have checked the Partner Portal you are referring to & there has not been any recorded referral from your Partner account to their Partner account.

Any referral is required to be introduced by you via your Partner Portal. The new Partner is required to sign-up using the referral promo code in their sign-up (received to their email via your Partner Portal). If these steps are not followed, the referral is not placed under you as a Master Partner with override commission which is what happened in this case.

For further information please read our knowledge base article which clearly outlines how the referral process works;

http://kb.worldsecuresystems.com/878/cpsid_87802.html

Also refer to your Partner Portal > Resellers tab which for additional information on the referral process. This is where you refer new Partners from & note, it outlines the following:-

• Please note that we can only offer the discount and award commissions if the original referrals was made via this form, and your promo code is used at the time of signing up. We cannot make any exceptions.

As this new Partner has not signed up via a referral from you, we are unable to now manually link him to your Partner account.

I hope this helps clarify & please let us know if we can assist further.

Kind regards,

Commission

I've redeemed my commission, how long does it take before I receive it? or

Where do you deposit my commission?

Thank you for your email.

For more information on how our commissions work please refer to the Adobe Business Catalyst Knowledgebase article:-

http://kb.worldsecuresystems.com/877/cpsid_87759.html#main_Business_Catalyst_Commission_Payments

In here you will find answers to all your questions.

Please let us know if we can assist further.

Kind regards,

Commissions Adjusted (invoices for Free Partner upgraded to Paid Partner)

Thank you for contacting us.

We have adjusted the commission settings within your Partner Portal & all invoices generated after the date you upgraded from Free Partner Portal to Paid Partner Portal is now enabled at the correct level.

Our apologies for any confusion this might have caused.

Kind regards,

Billing changes

To Partner -

Thanks for contacting us.

Changing the billing frequency of the site is now processed through your Partner Portal. See instructions below:-

1/ Login to your Partner Portal
2/ Go to your Clients tab
3/ Choose site for the change plan
4/ Go to Details box
5/ Select Upgrade Site Plan and therefore change the billing frequency of the site.

See screenshot of Site Details box within the Partner Portal > Clients tab, below:-

http://screencast.com/t/dfNZlh986K

Kind regards,

To Customer

Thank you for contacting us.

If you are being billed directly by Business Catalyst & have access to the Accounts area of your site admin, you are able to change the billing frequency of your site by choosing to Upgrade The Site Plan > Choose the same Site Plan > Choose new billing frequency (Monthly, Annual or Bi-Yearly).

Kind regards,

Holiday Period

Case - waiting for Accounts Manager return

Thank you for contacting us.

In order for us to further assist you with this case, it will need the attention of our Accounts Manager.  Due to the holiday period, our Accounts Manager is out of the office until XXXXX.  Therefore, your case will be looked at again & a reply sent to you during the week of XXXXX.

We apologize for any inconvenience this delay causes.

Many thanks for your understanding.

Kind regards,

BC issues - Request for Compensation

From incident Jan & Feb 11

Thanks for contacting us regarding the free hosting as announced via our Blog posted on Feb 4, 2011 (http://businesscatalyst.com/_blog/BC_Blog/post/A_Message_From_Paul_Gubbay,_VP_of_Product_Development/)

If your site (or you have customer sites) which were hosted on the Sydney Data Center during the time of the incident or your email (or your customer’s email) was hosted with BC at the time of the incident, there will be a one month hosting credit applied to any applicable sites.

For billing purposes, the free month’s hosting will occur during the month of May, 2011 & we will be making further announcements with more details regarding this in April, 2011.

Note, if a site is canceled prior to May, 2011, free hosting will not be valid for that site.

Please note that we are not able to accommodate individual requests to check on sites in regards to this credit.  Therefore, thank you for your patience in waiting for the details to be announced.

Kind regards,

Can I put a Site on Hold

Thank you for your contact.

Business Catalyst cannot pause a paid site for a period of time and then resume its activity at a later date. Both paid and Trial sites take up resources and for this reason we cannot keep sites on hold for resumption at a future date. If you want to pause a site due to unpaid fees to you by your client, as the Partner you have a number of options available to you.

• You can remove the user/s of a site and add them once more when you have received their payment. However, please note that if the user is using our POP email removing a user will delete their email account. Before you proceed with this we recommend that you back up their email account.

• You can change the start page that their domain is pointing to. You can do this under Start Page > Website > Web Pages > Uncheck the Enabled check box > Save & Publish
• Finally, you could change the permission of the user/s so that they do not have access to the Webpages.

Since pausing a site is not possible and it's likely that you will require your site again in the future you might consider downgrading it to lower cost plan in order to avoid permanent deletion of the site (please keep in mind that data and functionality from a site on a plan higher is lost once the plan is downgraded to a lower plan). For more information on our plans please visit our Business Catalyst website.

And finally if you no longer require the paid site you will need to cancel the site via your Partner Portal. Once a site is canceled, it is not retrievable at a later date.

To cancel a site, this is handled by you directly from within your Partner Portal > Clients - choose site & select to 'Delete' this site. Please ensure you action this prior to their next hosting renewal invoice date to ensure no further hosting invoices are processed.

http://screencast.com/t/ZjViZTNjZ

Hope this explains well.

Let us know if you have further questions.
Regards,

TECHNICAL SUPPORT

Contact Us Form - Direct to Support Logging Page

Thanks for contacting us.

Unfortunately our 'Contact Us' form is not monitored by our support team - and the nature of your enquiry is technical support.

Please log into your site and access Support Central to create a support case as described here - http://businesscatalyst.com/support/request

If you cannot log a support request, this means your web designer has disabled this functionality, and you will need to contact them regarding your query.

Kind regards,

Unique versus returning visitors Expiry

Thanks for contacting us.

The timeout for a visit is 1 hour and the time out for a unique is 1 year. This means that if you are on a site and do not use it for a over an hour, the next page you request will be counted as a new visit. Same basic thing for absolute unique, but the timeout is 1 year. Both of these are rolling from the last page you viewed.

Keep in mind however, that this works off browser cookies, therefore if the customer clears their cookies then this will be counted as a unique visit the next time they visit the site.

Hope this helps.

Regards,

DNS

Google Requests 'mail' CNAME record

Thank you for contacting us.

The issue that you have encountered here is caused by a design limitation that is in place. "mail" is an internally reserved host-name which therefore cannot be used.

What you should do in this case is:

  • Add a new CNAME record, e.g mail3 or another of your choice pointing to ghs.google.com.
  • Edit your Google settings to match the new CNAME record - from the above step. Meaning you should change "mail.yourdomain.com" to "mail3.yourdomain.com", or whatever the CNAME is. Like it's shown in this article: http://www.google.com/support/a/bin/answer.py?answer=53340

Hope this is clear and helps.

Kind Regards,

Domain Name has Expired

Thanks for contacting us.

The Domain Name http://www.domainname.com/ has expired as you can see here -

INSERT SCREENSHOT SHOWING DNS REPORT

You (or your customer) will need to renew the domain name with the Domain Name Registrar.

You can still access the site on BC Here - http://SYSTEMURL.worldsecuresystems.com/

I hope this helps!

Kind regards,

Rebranding Domain > Advanced DNS Required

Thanks for contacting us.

You cannot create a-records or c-names for domains hosted with us, and will need to use External DNS to achieve this - http://www.onlinebusinesswiki.com/index.php/External_DNS

However, in order for your rebranding domain must be re-delegated to us - http://www.onlinebusinesswiki.com/index.php/DNS_redelegation

This is why we recommend that you register a new domain for re-branding if you wish to have advanced control over your domain name.....(for example, use domainname.com as your main domain and 'domainname.net' or 'domainnameonlinebusiness.com' as your rebranding domain name).

If you need to change your rebranding domain, please contact our partners team to confirm the changes you would like to make.

I hope this clarifies for you!

Kind regards,

Response to list of wishes

Thanks for bringing up all those points.

Please rest assured that we are working on solutions to the issues that you raise.

For your specific suggestions such as ######, we have the wishlist where you can submit a feature enhancement request and have it voted on by the community here: http://businesscatalyst.com/wishlist/wishlist.

To address your question on why BC is limited - we have only been recently acquired by Adobe (3 months ago) and before that we were a self-funded boot-strapped company with limited resources. I'll admit that this was a problem when you try to develop an all-in-one application because it means certain features like affiliate programs and discount codes miss out on the attention they deserve.

The good news is we're doing something about it - we've now got the backing of a large corporate and their engineering resources. Our strategy for 2010 is to pick out components like CRM and ECommerce and really focus on them to bring up the quality and deepen the feature set. You can read more at our product blog here on which I post updates from time to time.

http://businesscatalyst.com/_blog/bc_blog

Thanks,

Email

Can not Send

Thanks for contacting us.

There do not seem to be any issues with that domain and email setup, however if your client can not send email, then the issue will be that SMTP traffic is being bloced by their ISP.

This is further explain (and the steps needed to correct it) here - http://onlinebusinesswiki.com/index.php/Troubleshooting_email#I_can_receive_but_CAN_NOT_SEND_mail

I hope this helps!

Kind regards,

Change Default Site

Thanks for contacting us.

This user was originally set up on a different site, which is why you were having trouble changing the user details or enabling POP email.

I have adjusted the users default site, and you can now adjust the details on the ##### site. I have enabled POP email for you on this occasion.

I have also reset the user's password, and it is currently ######

For future reference, a user's default site can be adjusted under Home > My details (when logged in as that user) as shown here - http://screencast.com/t/NjE1NjE5

I hope this helps!

Kind regards,

greyListing Disable

Thanks for contacting us.

At present our email systems are working well, however please note that if you have the email 'Greylisting' Spam prevention option enabled, this can cause delays in delivery (by design).

If you would like to turn this option off, you can do so by logging into Webmail for the affected account, selecting Options > Settings and uncheck 'Enable Greylisting', as shown here - http://screencast.com/t/AcSAFiBe4cI.

This change can take up to 48 hours to take effect.

If you are continuing to have further email delivery issues, please confirm password of the mailbox, and we will test this further for you.

Have a great day!

Kind regards,

Greylisting was enabled

Thanks for your follow up.

Greylisting was not disabled on this mailbox (as previously suggested) - http://screencast.com/t/lBKCYylG

I have disabled this for you now, and the mailbox will now receive mail instantly (however this will take effect over 48 hours).

Please note that if you receive an increased amount of SPAM, you may like to re-enable this option.

Have a great day!

Regards,

Over Quota

Thanks for your follow up.

There are currently no issues with our mail services, however I would suggest this mailbox is full, or someone is attempting to send them an email of a size which will exceed the quota. Note that all items in a mailbox (including in the 'deleted items' folder) count towards the quota (not just the inbox).

The mailbox usage can be seen by logging into webmail and viewing the 'mailbox' screen as shown here - http://screencast.com/t/N2Y4YzQy. Please note that this may not refresh 'instantly' once the mailbox has been cleared out.

If this issue occurs frequently, there are some further suggestions to prevent this problem here - http://onlinebusinesswiki.com/index.php/Troubleshooting_email#My_E-mail_Mailbox_keeps_going_over_its_limit

If you have further issues once clearing out the mailbox, please send the username and password for the affected mailbox through to us, we will confirm the issue here.

Kind regards,

Password Reset

Thanks for contacting us.

To test this I have reset the password for this user. After resetting it I have confirmed it is operating correctly as shown here -

SCREENSHOT

The Login details are now as follows -

URL -
Username -
Password -

If you client is having trouble setting this up within their email client, they will need to follow the troubleshooting guide here - http://onlinebusinesswiki.com/index.php/Troubleshooting_email (and more specifically, http://onlinebusinesswiki.com/index.php/Troubleshooting_email#Step_4_-_Check_the_settings_in_your_email_client)

I hope this helps!

Kind regards,

use External Provider

Thanks for contacting us.

You can set up your domain's external email provider as described here - http://www.onlinebusinesswiki.com/index.php/External_email_provider

Please note that you can only set up a single MX record at this time.

Kind regards,

Emergency

Not An Emergency

Thanks for contacting us via the emergency service.

As indicated when you created this case, an emergency case should only be created if your website or entire domain email is down.

All other issues will be answered within 8-business hours, and this issue has been placed in our regular support queue for investigation and response by that team.

Thanks for your understanding!

Kind regards,

Not an Emergency but answer

Thanks for contacting us.

As indicated when you created this case, an emergency case should only be created if your entire website or entire domain email is down due to a system issue.

All other issues will be answered within 8-business hours, and this issue was placed in our regular support queue for investigation and response by that team.

In this case

Points Return

Thanks for your follow up.

The deduction of partner points for emergency cases is automated, however the return of these for system issues is a manual process.

I have since removed this points deduction for your case.

Apologies this was missed earlier - please don't hesitate letting us know if you have similar occurrences in the future.

Kind regards,

Escalation

Escalation template when escalating cases to 2nd level support

1. Site URL and Info:
(What is the site's URL, and is there a product or page name in particular?)

2. Reported Issue:
(Briefly, what is the customer alleging?)

3. Reason for escalation:
(When you tried this, what happened for you? did you confirm it, or is it not something you can answer?)

4. Screenshots
(Are there any screenshots that you can attach to demonstrate the problem?)

Watson Ticket logged

Thanks for passing on this detail to us.

We have confirmed it is an issue, and have created a ticket with our development team to investigate and resolve this.

The ticket number is ##### for your reference.

We will let you know once this issue has been resolved.

Kind regards,

FTP Syntax

Thanks for contacting us.

The syntax that you need to be using is described here - http://onlinebusinesswiki.com/index.php/Ftp#Quick_Reference_-_Syntax_for_FTP_Connection

If you continue to have trouble, please let us know the details you are using and we will test (or correct) these for you.

Kind regards,

General

Add To Wishlist yourself

You are welcome to add this enhancement to our development wish-list for others to vote for. Please go to the below link and place this request here:

http://businesscatalyst.com/wishlist/wishlist-view

You will need to login with your forum username / password, or register as a new user, to submit a new request.

Have a great day!

Regards,

Adult Content Policy

Thanks for contacting us!

As outlined in clause 2 of the End User Agreement found at http://businesscatalyst.com/enduseragreement:-

You may use the Service only for your internal business purposes and shall not: send spam or otherwise duplicative or unsolicited messages in violation of applicable laws; (ii) send or store infringing, obscene, threatening, libelous, or otherwise unlawful or tortious material, including material harmful to children or violative of third party privacy rights; (iii) send or store material containing software viruses, worms, Trojan horses or other harmful computer code, files, scripts, agents or programs; (iv) interfere with or disrupt the integrity or performance of the Service or the data contained therein; or (v) attempt to gain unauthorized access to the Service or its related systems or networks.

Generally we suggest you ensure the site complies with the following 'plain English' explanations....

• No Nudity - this includes the images on the site, AND images which may be on the packaging of the products being sold.
• No Depiction of Sexual or offensive acts - regardless of nudity level
• No hosting of adult material and images that cannot be legally shown to minors.

We hope this helps clarify the boundaries within which sites hosted on Business Catalyst should comply.

Please let us know if you have any further queries!

Regards,

API

Thanks for contacting us.

It sounds like our API will be best suited to your needs here.

Our API allows you to integrate external systems (such as POS, Order processing, etc) into your website, with the ability to recieve and send update information to / from these systems. For more details on our API, please see http://www.onlinebusinesswiki.com/index.php?title=API.

You will need to create an integration to use this....i.e. a 'go between' piece of software that acts as the gateway between the external system and your website. If you do not have the expertise to do this, we have a number of experienced integration partners who will be able to assist you further. Please let us know if you would like to be connected to one.

We hope this answers your Query!

Kind regards,

Reservation Bookings

Thanks for contacting us.

Currently, our Bookings module is tailored to 'events' bookings, whereby people register for a 'one off' event.

It is not currently tailored to 'appointment' or 'reservation' bookings. You may, however, be able to us it in this way, depending on your specific requirements.

Please see http://www.onlinebusinesswiki.com/index.php?title=Booking for details on the module, and be sure to prototype your requirements before comitting to the functionality.

To display the events, the calendar module is also available as described here - http://www.onlinebusinesswiki.com/index.php?title=Calendar

I hope this helps!

Regards,

Partner Portal (Plan Changes, CC update, Cancel)

Thanks for your email.

All site upgrades and plan changes can be actioned within your partner portal.

Trial sites can be upgraded by selecting the site (under the 'customers' tab) and selecting the 'upgrade site' option.

Live sites can have their plan changed, Credit Card details updated, or be canceled, by completing the relevant form under the resources section.

I hope this helps!

Regards,

Master Opt In

Thanks for contacting us.

I have 'opted in' anyone who has not specifically 'opted out' on this site for you.

Have a great day!

Regards,

No Campaigns awaiting approval

Thanks for contacting us.

I have had a look at your site and can not see any campaigns awaiting approval - http://screencast.com/t/e2TntPw6

You will need to ensure you have selected 'save and send' within the campaign options, before a campaign is sent for approval and distribution.

I hope this helps!

Regards,

Reset OBB Template

Thanks for getting in touch with us.

Our 'Online Business Builder' templates are actually not available all the time. They are only available during the site creation process.

So, if you wish to change the template on your site, The best way to achieve this is to trigger a new trial site here - http://system.goodbarry.com/signup/obb.aspx?SPID=150 - and then upgrade this site.

If you already have an existing site, you will need to contact accounts@GoodBarry.com once you have the 'new site' ready, so that they can 'switch the billing over' for you.

I hope this helps!

Kind regards,

Clear Cache

There are currently no known issues with the ######### system, and I have tested this again today without any issues.

Please try to clear your web browser cache and cookies, as this can sometimes will rectify the sort of problems you are having.....

The instructions for this can be found here - http://www.onlinebusinesswiki.com/index.php?title=Cache

Hope this helps!

Custom Code

Thanks for contacting us.

Unfortunately you cannot run Custom code on our servers, however if the modules within the system do not suit your specific requirements, you can host a portion of your website on servers separate to the system.

To do this you can use external DNS, and then create a subdomain for your domain name to point to the different servers....i.e. 'domainname.com' points to Business Catalyst, and 'bookings.domainname.com' would point to an external server.

For details on external DNS, see here - http://www.onlinebusinesswiki.com/index.php?title=External_DNS

I hope this helps!

Kind regards,

Custom Reports

Preamble

Thanks for your email.

The system has a 'custom report' framework whereby we can produce specialised reports for a particular site.

These reports are generally a one off fee of $550.00, and additional reports (implemented at the same time) are an additional $330.00 each.

This fee includes -

Report analysis
Custom report generation and testing
Placement of appropriate filters and report controls
Rollout of this report onto all applicable servers
Regression testing and comissioning.

Should you wish to have a custom report produced, please provide us with an excel spreadsheet showing the column headings you would like in your report, and provide us with as much detail about the report you would like, and we will pass this on to our implementation team, to confirm the report is possible.

Once confirmed, we will arrange an invoice for the work, and can get this under way. The Lead time on custom reports is generally 15 days from reciept of full payment.

Thanks + Regards,

Quote

Thanks for your email.

I have discussed your requirements with our implementation team, and we can achieve this using our custom reports add on functionality.

They have come up with the following scope and costing for you -

________________________________________________________________

Scope -
Provide custom quote as per the following screenshot - ##########

Cost -
AU $550.00 incl GST

Approximate Lead Time -
15 business days from receipt of full payment.

________________________________________________________________

Please let me know if you would like to proceed with this work. If so, I will have an invoice raised, so you can arrange payment, and we can get it under way for you!

Kind Regards,

xxxx

Duplicate Case

Thanks contacting us.

I believe this case is a duplicate of case number ######.

We will respond to that case - please review it for a response.

Kind regards,

Email Campaign display issues

Thanks for contacting us.

I suspect the reason you are having some trouble is that all email clients have differing levels of HTML / CSS support to web browsers.

Unfortunately we cannot offer you specific advice on this issue......however below is a great guide that anyone sending a newsletter should read -

http://www.campaignmonitor.com/blog/archives/2008/05/2008_email_design_guidelines.html

Here are some other articles also -

http://www.sitepoint.com/article/code-html-email-newsletters

http://email.about.com/cs/marketingtips/a/et120902.htm

http://groups.google.as/group/comp.infosystems.www.authoring.html/browse_thread/thread/00209bcccd7ebecb

I hope this helps you get your newsletter looking good.

Have a great week!

Kind regards,

File Restore - Can't Do

Thanks for contacting us.

Unfortunately we cannot provide you with individual file backups for a particular site.

We do have disaster recovery systems in place, however these are only able to be actioned to recover from a major hardware failure on our system, etc, as they perform 'full recovery' of the server, and cannot be initiated for individual file backups.

Please always ensure that you retain a copy of your site's files and data locally, to protect from inadvertent file deletions in future by the site's users.

I'm sorry we can't help you in this situation.

Kind Regards,

e-products externally hosted

Thanks for your email.

We currently have a 100Mb file size restriction on our system servers.

The way our clients are working around this limitation is, they host the large files externally and they have HTML files with redirection to the external URL for their e-Products. Then when customer buys the e-product they will download the HTML file which will then when opened redirect them to the external hosting.

However, we are currently reviewing system limits across the board as we realise that the existing limits are too restrictive. We hope to update our customers of potential changes in the next 6-8 weeks.

Have a great day!

Getting Started building a site

Thanks for getting in touch with us.

There are several ways you can approach a site build with us, depending on the website building skills you may have (or have available to you).

The first (and easiest) is launching a fully functional Online Business template website, which include everything you need to start running your business online, such as an online shop, blogs, forums, member login area and more. You can do that here in about 30 seconds - http://www.goodbarry.com/signup/obb.aspx?SPID=150&Express=1

The second (and almost as easy) way is to customise the options you would like to have on your website, allowing you to choose what you do and don't want. You can do this here - http://www.goodbarry.com/signup/obb.aspx?SPID=150. I'd say this one will take you about 1 minute.

You then go in and edit the website (to be the text that you want on your web pages), upgrade the site, add the domain name and re-delegate it to us, and you're live! We have produced a 'Going Live' tutorial which walks you through this step by step here - http://www.onlinebusinesswiki.com/index.php?title=Going_live

If you are a little more advanced, you can further customise the OBB Template site using the methods described in this article - http://www.onlinebusinesswiki.com/index.php?title=Editing_OBB_templates

The third (and also pretty easy) way is to import your current site (if you have one). Use this setup option - http://www.goodbarry.com/signup/obb.aspx?SPID=150 and select import your current website, specify your current site and we will try to import it across to the GoodBarry system! (some specialised files cannot be imported, but we'll do our best!)

The fourth (and more advanced) way to use GoodBarry for your online shop is to start from scratch, and design your site using design software such as Adobe Dreamweaver, etc. You can then upload your own site to GoodBarry using FTP. We use a 'template and page content' methodology when you design a site, so it is best to have a read of this article before starting the deign - http://www.onlinebusinesswiki.com/index.php?title=Quick_guide_to_website_building. To go with this option select 'Start from scratch on this page - http://www.goodbarry.com/signup/obb.aspx?SPID=150.

And the fifth (and final) option (phew!) is to have one of our partners help you build your site and place it on GoodBarry, with all of the friendly back end features you can see in our video's. Let us know if this is your preference, and we will suggest some partners in your area.

I hope this gives you the answers you are looking for......be sure to fire up a free trial, and enjoy getting to know Barry!

Have a great week.

Regards,

HTML - Beyond Scope

Thanks for your email.

HTML and CSS issues are outside the scope of our support, and unfortunately we will not be able to help you with this issue, however you may like to post these on our support forums, where a member of our helpful community may be able to assist!

Alternatively, there are an abundance of tutorial sites on the web which may assist you with this issue, and here's a few of them....

If you are unable to resolve this using one of the resources available on the web, please let us know, and we can suggest some partners who should be able to assist you further.

Apologies we have not been able to help you out this time

Kind regards,

HTML - Beyond Scope but answer

Thanks for your email.

JavaScript, HTML and CSS issues are outside the scope of our support, however on a quick in inspection it seems we may be able to point you in the right direction.

##########

I hope this helps!

Kind regards,

Screenshot Suggestion

If you could also include some screen shots of the issue, this should also assist. A very useful (and free!) screen shot tool is Jing - www.jingproject.com.

Logout issue - End User

Thanks for contacting us.

If you are getting logged out when working in the system, there are a few things to check....

1 - Make sure no other people are logging into the site with your username (at the same time as you are working in the site)
2 - Ensure you are logging in directly to your site's administration - by using the address format www.yoursite.com/admin
3 - Try Clearing your browser cache and cookies - http://www.onlinebusinesswiki.com/index.php?title=Cache
4 - Try using a different web browser, i.e. if you are using Internet Explorer, please try using Firefox - www.firefox.com
5 - If all else fails, please try using a totally different computer and / or internet connection, to see if the problem persists.

I hope that one of these tips solves the issue for you!

Kind regards,

Logout Issue - Partner > Client

Thanks for your email.

This issue is generally related to local web browser settings, cache, etc.

Our instructions to anyone experiencing this issue are as follows -

1 - Make sure no other people are logging into the site with your username (at the same time as you are working in the site)
2 - Ensure you are logging in directly to your site's administration - by using the address format www.yoursite.com/admin
3 - Try Clearing your browser cache and cookies - http://www.onlinebusinesswiki.com/index.php?title=Cache
4 - Try using a different web browser, i.e. if you are using Internet Explorer, please try using Firefox - www.firefox.com
5 - If all else fails, please try using a totally different computer and / or internet connection, to see if the problem persists.

I hope this helps your client resolve this issue!

Kind regards,

Mailbox Refresh for increased limit

Thanks for contacting us.

The current mailbox limit can be seen when logging into Webmail on the 'Mailbox' main screen. Historically, the limit was 40Mb, however the current limit is 100Mb.

If the mailbox size is still 40 Mb, in order to increase the mailbox to the new 100 Mb Limit, it will need to be refreshed.

To do so, please ensure you have downloaded everything out of your mailbox (as it will all be deleted during this refresh), select the users mailbox you wish to refresh (Admin > Manage Users) and follow these steps....

1. Uncheck the POP Mail option in the User details
2. Save the User
3. Check the POP Mail option to create a new mailbox
4. Save the User

The mailbox will now have the new limit applied.

I hope this helps!

Regards,

Migrating Site

Thanks for contacting us about migrating your content between Data Centres.

This is a manual process, and we have written a guide to site migration (including migration between data centres) here - http://www.onlinebusinesswiki.com/index.php?title=Site_migration - which runs through the entire process. You may not need to perform all the steps, depending on what modules, etc, are in use on your site.

I hope this helps!

Kind regards,

Module Limit Reached

Thanks for your follow up.

The issue here is that you have reached the maximum number of modules on a page.

You will see this in the rendered page source. The maximum number of modules you can place on a single page is 25.

You will need to reduce the number of modules are using on that page in order for the page to display correctly.

I hope this helps!

Kind regards,

Multi-Lingual and RTL language Sites

Thanks for contacting us!

Multi Lingual and RTL site content is entirely possible, as we support Unicode; as shown on these sites currently hosted with us - http://www.drwheatgrass.com.au/jp/ and here - http://www.moeen.co.nz/.

Apart from having multi lingual capability in terms of the public facing page content, we have recently released the admin system in German, French and Spanish - you can select these at the top right of the Admin interface.

If you are interested in assisting us with the professional translation of the Admin interface into your required language, please let us know, and I will pass your information on to the development team.

Kind regards,

No Phone Support > Suggest Partner

Thanks for getting in touch with us.

Whilst we don't provide direct phone support ourselves, we certainly have a bunch of web design partners who should be able to assist you.

Here's a few of them - I suggest you check out their websites and get in touch to discuss your requirements....

www.simpleflame.com
www.sitewave.com
www.turningpointtech.com
www.osmonddesign.com
www.pixeliq.com
www.level9design.com

If these guys are not suitable to you, please let us know where you are based, and we will give you some additional suggestions.

I hope this helps!

Regards,

No Phone Support > Suggest Q&A

Thanks for your follow up.

Unfortunately we do not provide telephone support, however in lieu of this we provide live training (with the ability to see the trainer's screen) during our regular Q&A Sessions.

You can bring your queries to these sessions, and we can work with you live in the Webinar to resolve the issue for you.

You can book into these sessions here - http://businesscatalyst.com/training.

Please note that the times shown are in US Pacific time, and you can work out the time for these in your time zone here - http://www.timeanddate.com/worldclock/converter.html

We look forward to having you join us soon!

Kind regards,

Payment Gateway setup issues

Thanks for contacting support!

I have attempted to submit a payment and received a error -

#################

This, message are being 'sent' to the system by your gateway.

You will need to contact your payment gateway, (###########) conform your account details are correct, and confirm that the account is ready to accept payments.

There are no system wide issues affecting payment gateways at present.

I hope this helps!

Kind regards,

Paypal orders, but no workflows or payment confirmation

Thanks for contacting us.

If you receive Paypal notification but not any notification from the system, this typically means that the Paypal account has not been fully set up.

Please ensure that the account is set up as described here - http://www.onlinebusinesswiki.com/index.php/Paypal#Paypal

If you believe all steps have been followed correctly, please let us know the Paypal account username / Password, and we will further investigate why the site is not recieving the appropriate notification of a successful sale from Paypal.

Have a great day!

Regards,

Paypal Country Restriction

Thanks for contacting support, and for your patience as we investigated this issue!

This is a restriction which is enforced by Paypal.

To overcome it, users who are purchasing using Paypal accounts will need to specify that the country for their shipping address is the same as the country of the buyer's PayPal account....otherwise Paypal will apply this restriction.

For information as to 'why' Paypal enforce this, you will need to contact Paypal support, as we are not sure on the reasons for this restriction.

Kind regards,

Partner Portal Password Reset

Thanks for your email.

As you are a partner with us, you now have the ability to do this yourself.

Simply log into your Partner Portal, select 'Customers' tab and view the site who has the user added to it - http://screencast.com/t/TVby1kqtcN

There is a 'Reset Password' option next to each user in the list - http://screencast.com/t/9bMiqQwM

I hope this helps for this user, and in the future too!

Kind regards,

Suggest prototype

We always recommend prototyping the implementation first using a trial site, to confirm it meets your site requirements......however it sounds like the system will be able to help you with your needs!

Campaign Approval

Thanks for contacting us.

Approval of campaigns is done manually by reviewing staff.

When sites are in trial mode, and we have seen a number of campaigns go out in a short time period (regardless of the recipient list), there may be some restrictions on sending these enforced by our reviewers on an ad-hoc basis.

In order to avoid this restriction, please upgrade the site to live status, and your site will then be 'auto-approved' for campaign sending.

Have a great day!

Regards,

CCV - Can't Capture due to PCI

Thanks for your email.

Unfortunately we've been advised by Visa / MasterCard that it's against our agreement to capture this information and we had to cease this activity immediately. CCV cannot be stored and we cannot accommodate capturing this field using any offline processing facility.

To capture this the site will need to use a payment gateway.

We do apologies for the inconvenience this may cause you and your clients.

Kind regards,

SEO - Site not performing

Thanks for your email.

Whilst the system has some SEO functionality to improve your search engine rankings, as listed here - http://www.onlinebusinesswiki.com/index.php?title=SEO - SEO is a very specialized field.

We are unsure why your site is not performing as well as you expect with search engines....however we obviously have no control over the search engine themselves.

If you would like to investigate this further, we suggest that you consult with your website designer and / or SEO expert if you would like further advice with this specialization.

Sorry we can't assist you further on this occasion!

Regards,

Shipping Validation suggestion

Thanks for contacting us.

If you are finding that Shipping is not being applied, it is possible that the user has bypassed the Javascript Shipping 'check'.

If this is a frequent occurrence, you may like to use the Shipping Validation option to ensure there is a valid shipping option with each order.

See the details of implementing this here - http://onlinebusinesswiki.com/index.php/Shipping#Shipping_Validation

I hope this helps!

Kind regards,

Site load speed complaint - can't replicate

Thanks for contacting us regarding this.

I have had a quick look at your site can't replicate the issue......are you still experiencing these load speed issues?

We are not experiencing any load speed issues, however local connection issues (such as a local ISP, etc) may be affecting this for you and your customers.

You may like to follow up with your ISP if you are still experiencing slow load times.

Have a great day!

Regards,

Adobe Branding

Thanks for your interest in using the Adobe brand/logo in your marketing.

Unfortunately as a company policy we do not allow this. So we would recommend you do not use any Adobe trademark in your logo, website or marketing. You can see this in our end-user agreement, section 5: http://businesscatalyst.com/enduseragreement.

We may introduce certain policies where the logo can be used under license in some areas but that's still some time down the road.

Hope this helps!

Regards,

Web Form Customisation causing web form submission problem

The issue here is that customization of your web form seems to have 'broken' the form function.

I have created a test page here - http://XXXXXXXX.com/bctest - and you will see that you can successfully submit this form.

You will need to re-insert the web form on the page and correct the error with your customization.

I hope this helps!

Regards,

Site Import Tool functionality

Thanks for your email about the issues you're experiencing importing your site.

Unfortunately the website import functionality cannot be perfect in every case; it performs a very complex job to sort through the HTML and alter links, retrieve server side pages, and the like. With the multitude of different platforms on which to host websites these days, it is not possible to successfully import 'Every' site, however we are confident that a very large majority of sites can successfully be retrieved with good success.

If you are having continual trouble importing one particular site, it sounds like you have unfortunately come across one of the sites falling in to the minority (which we cannot successfully import using this tool), and thus you may need to retrieve the site code / files / etc via other means.

I hope this clarifies the tool's functionality and support for you!

PARTNER SUPPORT

Rebranding

Rebranding completed

Thank you for your email.

We can see that you have pointed your domain ####.com to the BC servers and added this domain to your Partner site.

I have therefore now added it within your Partner Portal, which finalizes your rebranding. This was the final step required in the process.

All future trial sites will now carry your domain: yourcustomer.designds.com. However all existing trial sites will remain in the format yourcustomer.businesscatalys.com. These cannot be changed.

Here are some additional steps you need to take to complete your site setup and rebranding:

• The 30-day trial can now be added and enabled on your site. You may also integrate the 30-day sign up newsletter series. For instructions on this please refer our knowledge base article - http://kb.worldsecuresystems.com/844/cpsid_84445.html?bc-partner

• For instructions on rebranding the name servers refer -  REBRANDING THE BUSINESS CATALYST DNS NAME SERVERS of the Rebranding BC document.

• If you haven't uploaded your logo also refer - REBRANDING THE ADMINISTRATION INTERFACE of the Rebranding BC document.

And finally don't forget to register for our training sessions if you have not done so already. You will find it extremely beneficial and find answers to many of the questions you may around the platforms capabilities, feature set and site implementation. We specifically recommend that your register for the Setup and Orientation session as soon as possible. This session gives you an overview of your account, your Partner Portal, where to find things and how BC operates in general.

Please let me know if I can assist any further. Have a great day!

Kind regards,

Wanting to Rebrand but Domain Redelegation not complete

Thank you for your email. I have conducted a DNS search and the results still show that your domain is not redelegated to the Business Catalyst name servers. See screenshot of results: (ADD SCREEN SHOT or SCREENCAST)

Please contact your registrar once more and confirm that they have the correct details.

For instructions on re-delegation please refer our knowledge base article (http://kb.worldsecuresystems.com/844/cpsid_84445.html?bc-partner) - Steps to re brand your account and Free Partner Site of the Rebranding BC document.

We look forward to hearing from you so that we can complete the rebranding process. Have a great day!

Kind regards,

Rebranding Name Servers

Thank you for your email. We have reviewed your account and confirm that the rebranding process has been completed accurately and there are no further steps required at our end. If you require further assistance to rebrand the DNS we recommend that you liaise directly with your register.

You may also want to review our knowledge base article (http://kb.worldsecuresystems.com/844/cpsid_84445.html?bc-partner), and read REBRANDING THE BUSINESS CATALYST DNS NAME SERVERS and the relevant Online Business Wiki articles references in the Rebranding BC document.

Please let me know if I can assist any further. Have a great day!

Kind regards,

Rebranding completed inquiry request to change the rebranding domain

Thank you for your email.

We confirm that changing your rebranding domain is possible however before we make any changes I would like to let you know about the implications to trial and paid sites should our recommendation not be followed.

Existing trial sites

Since rebranding was already completed and you have some trial sites that contains the old rebranding domain you will need to ensure that the existing rebranding domain stays added to your partner site at all times.

NOTE: If the domain is removed from the Partner Site all URL's that contain this domain will not be operational. This will specifically affect trial sites as the main domain for this site would not have been redelegated. For paid sites it will also affect the initial domain the platform generated however since there is a domain redelegated your clients will be able to access the site through this domain: : http://yourcustomer.com/admin

For example: (ADD SCREEN SHOT or SCREENCAST of site that will be affected)

If the existing domain is removed the secure URL will still work and allow you access to the site prior to going live. Once a site goes live and the customers domain is redelegated to Business Catalyst the customer should be using their own domain to access the site: http://yourcustomer.com/admin

BC Recommendation

To try and address the above we recommend that you choose to leave the existing rebranding domain added to the site and make the following changes.
• Add your new domain to the Partner Site. Log in to the site-> Admin-> Manage domain names
• Once in there also change the default domain so that all users and email accounts are transferred over from the existing default domain to the new domain. This will mean that your existing users will now be name@newdomain.com and all your emails will be bought over to this user. Log in to the site-> Admin-> Manage domain names-> Select new domain-> Set as Default under the action box
• Contact us advising that you have completed the above
• We will remove the old rebranding domain from our end and add the new rebranding domain. All future sites you trigger will be in the format: yourcustomer.newdomain.com.

We confirm that by doing it this way there will be no interruption to your sites. Let me know if you have any questions.

Kind regard,

Want to Remove Rebranding all Together

Thank you for your email.

We confirm that removing your rebranding domain from your account is possible however before we make any changes I would like to let you know about the implications to trial and paid sites.

Existing trial sites

Since rebranding was already completed and you have some trial sites that contain the old rebranding domain we recommend that the existing rebranding domain stays added to your partner site at all times.

NOTE: If the domain is removed from the Partner Site all URL's that contain this domain will not be operational. This will specifically affect trial sites as the main domain for this site would not have been redelegated. For paid sites it will also affect the initial domain the platform generated however since there is a domain redelegated your clients will be able to access the site through this domain: : http://yourcustomer.com/admin

For example: (ADD SCREEN SHOT or SCREENCAST of site that will be affected)

If the existing domain is removed the secure URL will still work and allow you access to the site prior to going live. Once a site goes live and the customers domain is redelegated to Business Catalyst the customer should be using their own domain to access the site: http://yourcustomer.com/admin
Please confirm your understanding of the above so that we may proceed and action your request.
Let me know if you have any questions.

Kind regard,

Re-branding Partner request to: Change - company name, Partner Portal name, Partner site domain & emails

Re-branding Partner request to: Change - company name, Partner Portal name, Partner site domain & emails

Thanks for contacting us & our apologies for the delay in responding to you.

We understand you are inquiring about changing the company name of your Partner site, changing the domain added to your Partner site, changing the name of your Partner Portal & email addresses. This can be achieved & please refer our knowledge base article - http://kb.worldsecuresystems.com/844/cpsid_84445.html?bc-partner

Please note that we do not suggest triggering a new site, as we cannot transfer the Partner site to a different account.

Regarding the Domain name, we confirm that changing your rebranding domain is possible however before we make any changes I would like to let you know about the implications to trial and paid sites should our recommendation not be followed.

Existing trial sites

Since rebranding was already completed and you have some trial sites that contains the old rebranding domain you will need to ensure that the existing rebranding domain stays added to your partner site at all times.

NOTE: If the domain is removed from the Partner Site all URL's that contain this domain will not be operational. This will specifically affect trial sites as the main domain for this site would not have been redelegated. For paid sites it will also affect the initial domain the platform generated however since there is a domain redelegated your clients will be able to access the site through this domain: : http://yourcustomer.com/admin

If the existing domain is removed the secure URL will still work and allow you access to the site prior to going live. Once a site goes live and the customer's domain is redelegated to Business Catalyst, the customer should be using their own domain to access the site: http://yourcustomer.com/admin

BC Recommendation

To try and address the above we recommend that you choose to leave the existing rebranding domain added to the site and make the following changes.
• Add your new domain to the Partner Site. Log in to the site-> Admin-> Manage domain names
• Once in there also change the default domain so that all users and email accounts are transferred over from the existing default domain to the new domain. This will mean that your existing users will now be name@newdomain.com and all your emails will be bought over to this user. Log in to the site-> Admin-> Manage domain names-> Select new domain-> Set as Default under the action box
• Contact us advising that you have completed the above
• We will remove the old rebranding domain from our end and add the new rebranding domain (within your Partner Portal/rebranding). All future sites you trigger will be in the format: yourcustomer.newdomain.com.

We confirm that by doing it this way there will be no interruption to your sites. Please let us know if you have any questions.

Kind regards,

General

Partner wanting to transfer ownership of their Partner Portal

Thanks for contacting us.

Yes, you are able to change ownership of your Partner Portal to another person/company & the process is handled by you.

You will need to take the following action:-

1. Go to your Partner Portal & if commission is over $500, redeem it. If the commission is not over $500, we can not pay the amount owing & you will need to sort out any difference here with the new owner directly.
2. Your free Partner site will remain as is. Therefore, if you need to remove your domain from here, please action this.
3. The new owner will be required to use your free Partner site & can build their new site here & add their own domain.
4. Request that we add the new owner as a Partner Portal user to your Partner Portal (firstly add them as a user to your Partner site). Once the new owner is in place, they are then able to send us a request to remove you as a user of their Partner Portal & may also want to remove you as a user of any of the sites in the Partner Portal.
5. To change any Partner Portal settings, this can be done via your Partner Portal > settings tab.
6. To change credit card details for any sites we invoice you directly for, this needs to be done via your Partner Portal > Tools > Partner Resources > Update credit card link.
7. Either you or the new owner (once they have been added as a user to your Partner Portal), advise us of the company name change which we have setup for you in our system including new email address which should be linked for billing.

I hope this assists & please let me know if you require any additional information.

Kind regards,

30 - Day Trial Button not available as you are a Standard partner

Thank you for your email.

We have reviewed your account and it shows that you signed up as a Reseller/ Standard Level. We confirm that the 30-Day Trial button feature is only available to those partners that signed up as Rebranded/Premium Partners. This is the case as every time a new site is created using the 30-Day Trial button Business Catalyst creates a new record in the DNS for that domain under the Partners account, e.g. customer1.yourdomain.com, customer2.yourdomain.com and so forth.

Should you wish to upgrade from the Reseller/ Standard Level to a Rebranded/Premium Partner you can do so at any time by paying the difference in fees - $1,000. Once you have upgraded to a Rebranded/Premium Partner you'll be able to rebrand the system and make use of the 30-Day Trial button feature as well as sell Business Catalyst under your own system.

To upgrade please access your Partner Portal -> Admin section right hand side labeled Rebranding.

If you are using the Business Catalyst unbranded site as a Standard Partner, you will need to remove the 30-Trial Button. This feature will not trigger sites under your account and potential leads will be lost.

We refer you to the Unbranded Partner Implementation Guide, which you would have received at the time of sign up (http://businesscatalyst.com/CatalystHelp/PartnerContent/Unbranded-Partner-Site-Customization-Guide.pdf). In here page 23 you will see that this feature is only available to Premium Partners.

I hope this information has assisted you.

Kind regards,

Training

Training Certification for sessions not certified

Thank you for your email and congratulations on completing our training. We hope you found it beneficial.

Please know that Partner Connect is now enabled and you will be able to upload any sites built on the Business Catalyst platform. To learn more about Partner Connect please refer to the Help Area under the Partner Portal: 10.1. What is Partner Connect?

You can also upload templates under the PP-> Tools-> OBB Templates.

Have a great week.

Attended training but did not register and was not certified

Thank you for our email.

I have checked with our Trainer and he has confirmed your attendance of that session from his records. However there is no registration record for you captured on our platform. Accordingly can you please register once more for that same session at a future date, you will not have to attend we just need the record on the platform. Once you have registered simply contact us back with the details (name of session, time and date) and we will certify you.

We look forward to your email.

What training sessions am I my missing before I become certified?

Thank you for your email. We refer you to the Help Area in the Partner Portal specifically Section 8.1. What training is available through Business Catalyst?. In here you will find a schedule of all our training. To become certified you are required to attend all the sessions identified as core. Core sessions are B1 to C6 and optional sessions are O1 to O4.

Please check these against the training you have attended as shown in your Partner Portal-> Training Tab-> Training Completed to date.

Have a great week.

LivePerson Pro-formas

Pro-forma for tickets raised through LivePerson when there is no further action from support

Thank you for contacting support.
We believe that we have managed to respond to this issue over chat, therefore we have marked the associated ticket as resolved. Please re-open this ticket if you still have problems.

Pro-forma for tickets raised through LivePerson when support should provide further assistance

Thank you for contacting support.
Based on the chat report, I have created a ticket for this issue and raised it to our support team. They'll investigate further and respond to you.

Pro-forma for customers that are asking via chat the status of a ticket raised to support

This ticket is a duplicate with ticket number XXXXXXXX. I have just updated that ticket with the information provided in our chat session and close this one in order to keep all the conversation in one place.
We will get back to you once we have a resolution. Thank you for your patience.

Partner Portal

Can't Add Partner Portal user as not yet an active user

Thanks for contacting us, however we cannot currently add this user.

Please create this user on your Partner Site (with the relevant credentials and setting), and once done, let us know.

We will then be able to add them to your partner portal account.

Kind regards,

Adding Partner Portal Users

Thank you for your email. We confirm that you are able to add yourself as a user to any site located under your account that you are not a user of from within your Partner Portal.

Please log in to your PP (use any site that allows you access to this) using your Partner Portal log in- > Select Customers Tab-> Select and view the Site-> and use the option "add me to this site". This will automatically add you as a user to that site if you are not already a user. See screenshot"

Once you've added the user to that site you will be able to log in to it.

I hope this helps.

Consolidated Billing

Thank you for your email. The main prerequisite for this new Consolidated Billing feature is that you must sign up for a payment gateway account with either Authorize.net (USA), PayPal Website Pro (Global) or eWay (Australia). These gateways allow recurring payments and are the only available options when opting to use Integrated Billing. All payments received from your customer will go straight into the bank account nominated by you. Business Catalyst will then bill you at the beginning of each month for the customer sites that you have on the system.

To set up the gateway please follow this link: http://onlinebusinesswiki.com/index.php?title=Payment_Gateways#Setting_up_a_gateway

Once the above has been done please follow these instructions. Please follow these instructions.

The new Consolidated Billing feature is designed to help you streamline your billing with your customers. It will remove the need for you to bill customers each month and spend time on payment collection, effectively eliminating a mundane and time consuming task from your day-to-day. This feature enables you to set your own subscription fees, invoice customers using your brand and
receive funds directly into your bank accounts. You will also receive one single invoice from Business Catalyst each month for all of your sites.

Key Features

  • Receive one consolidated bill for all your sites
  • Ability to set your own subscription fees
  • Ability to invoice customers using your brand
  • Ability to receive fees directly into your bank account
  • Ability for prospects to use your 30-day trial to create, upgrade and pay for sites
  • Have the system automatically disable sites to assist in payment collection

Getting Started
1) Download and read the attached document - Official Guide to Consolidated Billing. Make sure you read the entire document and meet the prerequisites before going further.
2) If you're Partner/ Reseller site is hosted in the Asia Pacific Data Center please log in to your Partner Portal and then paste the following URL in to the browser: http://yourdomain.com/PartnerPortal/Billing.aspx <http://yourdomain.com/PartnerPortal/Billing.aspx> . Make sure you replace yourdomain.com with the relevant information.
3) If you're Partner/ Reseller site is hosted in the North Data Center please log follow these instructions. Next time you login to your Partner Portal simply replace the end of the URL. You'll see something like this:

http://securesyd.worldsecuresystems.com/Admin/Frameset.aspx?URL=%2fPartnerPortal%2fIndex.aspx

Simply replace from /Admin with:

http://securesyd.worldsecuresystems.com/PartnerPortal/Billing.aspx

Do this after you have clicked on the Partner Portal link and you see the link above.

I hope the above is helpful. Have a great day.

Change of Partner Portal Ownership

Partner Portal - Change of Ownership

Thanks for contacting us.

Yes, you are able to change ownership of your Partner Portal to another person/company & the process is handled by you.

You will need to take the following action:-

1. Go to your Partner Portal & if commission is over $500, redeem it. If the commission is not over $500, we can not pay the amount owing & you will need to sort out any difference here with the new owner directly.
2. Your free Partner site will remain as is. Therefore, if you need to remove your domain from here, please action this.
3. The new owner will be required to use your free Partner site & can build their new site here & add their own domain.
4. Request that we add the new owner as a Partner Portal user to your Partner Portal (firstly add them as a user to your Partner site). Once the new owner is in place, they are then able to send us a request to remove you as a user of their Partner Portal & may also want to remove you as a user of any of the sites in the Partner Portal.
5. To change any Partner Portal settings, this can be done via your Partner Portal > settings tab.
6. To change credit card details for any sites we invoice you directly for, this needs to be done via your Partner Portal > Tools > Partner Resources > Update credit card link.
7. Either you or the new owner (once they have been added as a user to your Partner Portal), advise us of the company name change which we have setup for you in our system including new email address which should be linked for billing.

I hope this assists & please let me know if you require any additional information.

Kind regards,

Partner Site

Partner Site - request to change

Thanks for contacting us.

If you are needing to re-build your current allocated Partner site you will need to do this within this actual site as we are not able to allocate a new Partner site for you or transfer an existing Trial site & allocate this as your free Partner site.

For further information on this, please refer to your Partner Portal > Partner Help > section # 4.2.

I hope this assists & please let us know if we can provide any further assistance.

Regards,

Partner Portal - Canceling

Canceled Partner Portal requesting refund

I am sorry but Business Catalyst do not offer refunds for the Designer Success program. We have a wealth of resources available to carry out your due diligence so you can make the right decision upfront.

Our pricing FAQ makes this crystal clear:-
"Once I have signed up as a Partner & paid my fee, can I cancel my Partner signup & get a refund at any time?

No, we are not able to refund a Partner signup fee once it has been processed & your free Partner site & Partner Portal has been implemented."

Those Resellers that do their due diligence are very happy with our service and in fact are substantially growing their businesses with BC - some have chosen only to sell BC, and anything that falls out of this is to be avoided. There is such a large market for the BC solution.

Ultimately, the large majority of SBOs are served very well by our technology, meeting 100% of their needs. We are very confident that we offer exceptional value for money; and the opportunity to benefit financially, is significant.

So, that was a longer version confirming that, "Sorry we do not offer refunds". I am sorry I cannot help you out further.

I hope you can re-align you sales processes to profit (substantially) by the opportunity!

A side note - please refer to your Partner Portal > Training tab for the upcoming sessions. The training is in place to educate you how to sell and build online business solutions on Business Catalyst.

We hope this assists.

Regards,