Frequently Asked Questions
If your question is not covered here, please do not hesitate to contact us.
See Also
Ordering and payment
- How do I place an order?
- What forms of payment do you accept?
- Are my payment details secure?
- When will my order be processed?
- What if I change my mind?
Using our services
- How do I control my services?
- What happens when my services expire?
- I'm having problems, how can I get help?
Miscellaneous
Ordering and payment
How do I place an order?
Click here to access our online order system. Please note that we cannot accept telephone or postal orders.
What forms of payment do you accept?
We accept payment by Visa, MasterCard, Visa Delta, Visa Electron, Maestro/Switch, Solo and JCB cards, as well as by PayPal. Cheque or BACS transfer are NOT accepted.
Are my payment details secure?
Credit and debit card payments are handled by WorldPay, one of the world's leading online card processing agents. All of your details are entered and stored on a secure server (look for the padlock symbol in your browser's status bar), so you can make your payment worry free. Our other payment methods also use fully secured servers, as does our own order system. Please note that we do not store any payment details, such as your card number or passwords.
When will my order be processed?
Orders are normally processed within 1 hour of payment being received. We will send you an email to confirm this including all of the information that you need to get started.
What if I change my mind?
Please click here for details of our satisfaction guarantee.
Using our services
How do I control my services?
Log in to My Purple Cloud - this gives you access to all of your services.
What happens when my services expire?
We will send renewal reminders to your registered account email address in advance of the services expiring. You can then choose to renew or cancel the services. If you have not renewed by the expiry date, your services will be suspended. If you have still not renewed after a further 14 days, your account will be deleted. It is important that you keep your account email address up to date at all times to ensure that you receive the renewal reminders. You can check and update your email address using My Purple Cloud.
I'm having problems, how can I get help?
Your first stop whenever you have a problem or a question should be the support section of our website where the answers to many questions can be found. We offer full email support (click here for contact details). Simply send us full details of the problem and we will do our best to sort it out. All emails are read and responded to within 24 hours, usually much less during business hours. Please note that we do not offer support for web development problems (e.g. HTML, PHP scripting etc.).
Miscellaneous
What happens if your servers fail?
In the unlikely event of our servers failing and your service becoming unavailable, we will endeavour to restore service as soon as possible. You will be able to access the latest service announcements on our status website at http://www.purplestatus.net, which is hosted completely independently of all our other sites. We also have backup DNS and email servers hosted at a separate data centre to our main servers for added reliability.
Are my personal details kept private?
Please see our Privacy Policy.