Account Suspension And Deletion

[Zee-M]

We run a web design partnership studios whose internet presence was hosted in TCH. The hosting account was registered by one of our partner under her name and her email address. Quoting her report, it was a non automatic re-charge starting plan. We paid the hosting for $ 4.00 monthly using her credit card.

 

Everything run fine until 13th December, when suddenly none of us could access the cPanel and at the same time our web presence was not accessible any longer. Our partner who registered the hosting account claimed that because she forgot to re-charge, the hosting account was suspended and the DNS was back transferred to the domain provider. She explained further that on 14th December she had re-charged the hosting account and sent an email to TCH to reactivate the hosting account. But apparently until 3 days the hosting was not yet reactivated even though our partner claimed that she had sent another email to TCH to reactivate the account. Because we could not wait any longer we then decided to move the hosting to another hosting provider.

 

I would like to raise some questions:

 

1. If a payment problem happens, would TCH suspend the hosting account immediately?

 

2. Would the contents of the suspended account be also immediately deleted?

 

3. Is it normal that TCH would not respond emails for a case described above?

 

4. Is it true that TCH can automatically transfer back the DNS to the domain provider in the case of a suspended account?

[TCH-Andy]

Hi Zee-M , Welcome to the forums

 

1. If a payment problem happens, would TCH suspend the hosting account immediately?

 

No. We would normally send several reminders, and try the card on record several times before suspending an account.

 

2. Would the contents of the suspended account be also immediately deleted?

 

No. Suspended accounts are normally left on the server for at least a month, so it's almost certainly still there unless specifically cancelled.

 

3. Is it normal that TCH would not respond emails for a case described above?

 

Emails go to our help desk, and there is an automated reply of a ticket number (if you have the ticket numbers for any emails, we'd be happy to follow up). All tickets are replied to. If it's sent to our tech support people, that's within the hour. Billing does not operate 24/7 so would be slightly longer (it could have been a couple of days over the holiday period)

 

4. Is it true that TCH can automatically transfer back the DNS to the domain provider in the case of a suspended account?

 

No, we do not change the DNS. (If the Domain name registration, rather than the hosting had expired, then the DNS would change)

 

 

If you would care to PM me the domain name and details, I'll have a look into this for you.