ServePath Billing FAQs

For billing and non-technical account issues, please contact:

ServePath Billing
billing@servepath.com
415-869-7000 x3
415-869-7001 Fax

DNS Service Form

The DNS Service Form is on our customer portal, My.ServePath.com.

IP Request Form

The IP Request Form is on our customer portal, My.ServePath.com.

ServePath Legal Section:

Terms of Service
Acceptable Use Policy

Frequently Asked Questions

How can I pay for my server?

ServePath accepts the following:

  • American Express
  • MasterCard
  • Visa
  • Paypal (quarterly/annual payment only)
  • Company Check (US customers, quarterly/annual payment only)
  • Wire Transfer (quarterly/annual payment only)

Can I get an Invoice?

ServePath does not send out paper invoices. Your full billing history is available by logging in to your account on my.servepath.com.

How can I place an order using paypal or a wire transfer?

Please place an order using our normal form: Windows / Linux, and note in the comments field that you would like to pay via PayPal or Wire Transfer. Our billing department will contact you with your total and our account details.

How often will ServePath bill me?

ServePath bills you monthly on the anniversary date of when your account was opened.

How do I navigate to the billing section on My.ServePath.com?

Navigate to http://www.servepath.com/ from any web browser. Enter your username (customer ID #) and password to login. Click on “My Account” and select any of the following links depending on your need:

My Information - A snapshot of your billing information and account info
Invoice - list of past and current invoices
Payment - list of past and current payment
Snapshot - A snapshot of your billing information and account info
Address - address info, and to update address info
Phones - current number and to update contact numbers
Credit Card Info - credit card info and to update credit Card info
Password - to change password
Contact Email - current contact email and to update current contact email

How do I read my invoice information on the customer portal?

To log onto the customer portal, you must have your customer number and password. If you do not have the password, it can be requested and sent to you from the log-in page if you click on the “Lost My Password” button.

From the home page, locate the “My Account” link on the top right side of the screen and click on it. Click on “Account Information” on the second navigation bar that appears. This will take you to a customer snapshot screen with a series of blue click-boxes at the top of the information area.

Click on “Invoices.” This will open a list of all your invoices. The date listed is the date of the creation of the invoice. The “Totals”, “Paid”, and “Due” represent the dollar amounts of those actions.

To see the detail for any invoice, click on the blue-underlined invoice number.

The detail items are:

  • Item: This is an internal reference number. It links information other than the date to the “Description” field. It is of no use to you as a customer.
  • CRID: This is the rate ID number that identifies each individual occurrence of each item defined by the description. In other words, you will have a CRID for each product or service you have purchased from ServePath.
  • Description. This is the most important section of your invoice. This lists the time period for which you are being billed and a full description of each identified product or service. The first listed date for any of our recurring services is the due date of the invoice (On recurring invoices, one will occasionally see multiple due dates on invoices detailing the beginning or revision of a set of services.) For Credit Card billing, the invoice date and the due date will be the same. All other recurring invoices are set up 30 days in advance of the service/due date.
  • Price and Extension: These fields on our invoices are identical.
  • Subtotal and Total:  These fields are also identical since there are no taxes on internet services in California. Any monies applied to the invoice in credit or payment will show in the paid field.

You can also choose “Unpaid Invoices” from sub-menu on the screen – which shows only those invoices still open, Paid Invoices, or various years, which show all invoices for that year.

How do I read my payment information on the customer portal?

From the “My Account” screen, click on “Payments”. This will take you to a list of payments rather similar to the Invoice list.

The fields listed are “Payment ID” – where you click to see the detail, “Payment Type”: check, Visa or other card, credit applied, void, any other various sources of payments or adjustments. “Total” is the total of that payment, and “Applied” is the amount that has been attached to particular invoices. “Received” is the first posting date associated with the payment or adjustment. “Number” is the check number.

What is particularly valuable in these lists is seen by clicking on the “Payment Number.”  This detail screen, on the lower line(s) shows the distribution of the payment or adjustment by invoice number and amount.

Payment ID
Total
Applied
Type
Date
Number
69216
$3,713.04
$3,713.04
CHECK
5/22/2007
8910
Invoice
Amount
Date Applied
93820
$398.00
5/22/2007
94029
$26.04
5/22/2007
94837
$3,289.00
5/22/2007

 

In this example, you can see that $398.00 was applied to invoice 93820, $26.04 to invoice 94029, and $3,289.00 to invoice 94837.

This is where you should look to start investigating anything about payment, not a bank statement or Credit card statement. This is very important to realize. Our books are always up-to-date.

Our books cannot overpay an invoice. One may disagree with the invoice as presented or a particular charge, but the arithmetic is always correct. Normal billings and applications are quite straight-forward.

How do I change my credit card information or update my billing information?

To update your billing or credit card information, log into your account at http://my.servepath.com and enter your login credentials. Click on the “My Account” link on the top-right of the screen and select “Credit Card Info”. Type in your new credit card information and select the “Update” button when you are finished.    

How do I open a Billing-related case?

  1. Log into your customer account at my.servepath.com, using your customer ID number as your username.
  2. Once you have logged in, click on the “Create New Case” link under the “Technical Support” heading on the top left of the screen.
  3. Select the “Billing/Account” option that most closely represents the issue you are experiencing.
  4. Select the problem that most closely represents the issue you are experiencing.
  5. Enter your IP Address.
  6. Enter your current contact information such as name, phone number and email address.
  7. Click on the “Create ticket” button to finish.

How do I upgrade or add services to my account?

  1. Go to www.servepath.com from any web browser and log in using your customer ID # as your username.
  2. Select the upgrade you would like from the list of upgrades and services and fill out the online form for that upgrade or service. For example:
  • Additional Memory
    1. Enter server ID
    2. Amount of memory requested
    3. Date to install
    4. Time
    5. Enter your email address in  the “Reply To” box
    6. CC  any person, if necessary
    7. Fill in any questions or comments
    8. Submit order

Go through the same process for any other upgrades or services. Answer all questions required for each.

If you need to upgrade your servers, contact your Sales Representative. Click on “Home” and the contact information for your Sales Representative will be located at the bottom left of your screen under “live chat click here”. Your Sales Representative will be listed with his or her contact name and phone number.

How do I cancel my account?

To cancel your account, log into your customer account at http://my.servepath.com. Your username is your 5-digit customer ID number. Once you have logged in, click on the “My Account” link located in the upper right hand corner of your screen. A new window will appear. Located in the upper left hand side of the screen you can choose your cancel options.

Cancel Servers and Racks- You can use this option to cancel some products or                          services.
Cancel Entire Account – You can use this option to cancel your entire account.

Once you have chosen a cancellation option, a cancellation form will appear. Please fill out this form and select “Submit Cancellation."

How do I cancel a cancellation request?

To cancel your cancellation request, log into your customer account at http://my.servepath.com. Your username is your 5-digit customer ID number. Once you have logged in, click on the “Create New Ticket” link located in the upper left hand side of your screen. Select the “Billing/Account” option, then the “Amend a Cancellation or Service Change Request” option. Select the server and IP address affected and fill out the online forms with your current information. Click on the “Create Ticket” button to finish, and the Billing team will ensure that your amended cancellation is addressed immediately.