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Nexcess Portal Guide

February 14, 2020

You signed up for an account with Nexcess but now what do you do?

New systems can be intimidating to learn, so we’ve put together this guide to help explain what is in the portal and where to find it. If you’d like to watch a short video that provides an overview of the portal, you can do so here.

                         

Otherwise, head over to your new client portal (portal.nexcess.net) and log in with your account credentials.

Overview

The Overview is the first page you see in the portal. This page shows a small summary of account-specific information.

Call-In PIN

The call-in PIN is required when calling in to Support, Billing, or Sales teams for assistance.

Support

This refers to the open support tickets on your account and does not include closed tickets.

Invoices

This shows the amount due on your account:

  • Green Dollar Amount: No amount is due and all invoices are paid. Your account is current.

  • Orange Dollar Amount: The amount will be due soon but is not overdue. Your account is current.

  • Red Dollar Amount: The amount in red is overdue. The Total Amount Due shown is the total amount of all open invoices on your account, unpaid and overdue.

Credit 

This is the available amount of unapplied credits on your account. Credits are applied on the due date of each invoice when available.

Default Payment

Payment methods available on your account:

  • Credit Card

  • PayPal

  • Check

  • Wire (for qualified customers only)

  • Other

Selecting your payment method does not set your account to automatic payment. Reach out to the billing team (billing@nexcess.net) to confirm your automatic payment status. To update your credit card, follow the instructions at How to Add Credit Cards.

PayPal subscriptions are not currently offered but we accept manual PayPal payments. To pay via PayPal, follow the instructions at How to Pay Invoices with PayPal.

Address

This is the address on your invoices. Go to the Address section under Corner Drop-Down Menu, which has more information about your addresses.

Announcements

This shows the most recent system announcement. Click View All for a list of all system announcements on your account.


Corner Drop-Down Menu

After logging into the portal, click the top-right corner drop-down menu. The items in this list vary per-user, based on the permission level of the user. Please see the section on Teams for further information.

Knowledge Library

Our Knowledge Library has many different articles about the Nexcess portal and system procedures. The links found within this article originate from the Knowledge Library. Click any link or go to https://help.nexcess.net for help.

SSH Keys

An SSH Key creates a secure connection between your local computer and the server you need to access. To learn how to create an SSH Key, go to How to Add SSH Keys to Your Nexcess Cloud Account.

API Tokens

API Tokens access remote systems from a script or program. Contact the Support team for more information about creating API Tokens.

2-Factor Auth

This method of authentication is another step taken to secure access to your portal. 

There are two places to enable two-factor authentication:

Tip: After enabling your two-factor authentication, you will see backup codes. Put your backup codes somewhere outside of your portal. If the codes are not copied elsewhere and your phone is inaccessible, you will not be able to log in to your portal.

My Settings

This is where you will change your password. There are no password requirements other than creating a secure password. Avoid using common words or phrases as well as guessable personal information. The more secure a password, the safer your accounts and files will be.

Please see the following password-related articles:

Tip: Avoid using answers to common security questions like the name of your first pet and the year you were born.

Team

Account Superusers establish user permissions within the portal. Three default team options are available:

  • Superuser: Has access to everything within the portal. No restrictions. Can make account requests and changes.

  • Billing: Has limited access. Can open tickets, access all billing-related items, and view affiliate information where applicable.

  • Technical: Has limited access. Can open tickets, access services and DNS, and add SSL certificates.

To create and configure your teams, go to How to Configure Teams in the Portal.

Tip: Add a second Superuser on your account. Sometimes emails do not work or are inaccessible. If that happens, a second Superuser will allow you access to your portal. If a backup Superuser is not on the account, you may get locked out.

Tip: Only users under Teams have account access and authorization. Information in an address does not constitute authorization.

Addresses

Add, edit, or delete addresses here. Instructions on how to do that are in How to Edit Your Address. An address requires a Type:

  • Default

  • Billing

  • Technical

  • Affiliate

  • Abuse

  • Other

Each portal account starts with one Default address that cannot be deleted. Any secondary address can become the Default address by changing the address Type.

If the Default address is the only address in the portal, that address appears on invoices. If your portal has separate Default and Billing addresses, only the Billing address appears on invoices.

Tip: An address on a portal account does not constitute authorization. Authorized individuals are users on the account under Teams.

Announcements

All announcements for your portal account are here. Access announcements within this menu or click View All on the Overview page after logging into your portal.

Switch Client

You can use the same login information on multiple portal accounts. To do this, a Superuser can add your existing email address as a new user. Once activated, flip back and forth between your different accounts. To learn how, go to How to Switch Client Portal Accounts.

Set Default Client

If you have access to more than one portal account, the last account viewed will appear at your next login. Some clients like designating one account as default so it appears after each login. To set your default client, do the following:

  1. Open the Corner Drop-Down Menu and click Set Default Client.

  2. Select your preferred account from the list in the pop-up window.

  3. Click Set Client.

You can change your Default Client at any time.

Feedback

Feedback provides the opportunity to suggest an idea or make a feature request. Submit your information to the Suggest an Idea box. You can sort and filter through past suggestions submitted by existing clients. Help Nexcess go beyond by submitting a suggestion today.

Sign Out

This is where you end your portal session. 


Menus

Two menus appear in your portal:

  • The top blue bar shows your Account ID and your PIN (initially hidden; click the eye to reveal the PIN). Our Support, Billing, and Sales teams ask for your Account ID and PIN during phone calls.

  • The left navigation menu shows the different sections available within the portal. As previously established, sections appear based on your permission level.

Plans

This menu item will take you to your cloud hosting plans, including your managed WordPress, WooCommerce, and Magento plans.

The number in parentheses equals how many of that service are on your account.

Additional information regarding service adjustments can be found below:

Shared Hosting

This menu item will take you to your non-cloud plans, such as those hosted on shared or dedicated servers.

SSL

An SSL secures sensitive information on your website. A site is secure if a small lock appears next to the site address in your browser. SSLs on this page were either purchased through the portal or imported from an outside source. An SSL with an ID number under the Service column indicates it is a Nexcess service.

Click below for more information on how SSLs work and how to use them in the portal:

Support

This page shows all the tickets on your account. To open a ticket, click this menu option and then click the +TICKET green button near the top right of the page.

More ticket information is at How to Use the Support Ticket System.

Billing

The options in the Billing section are:

  • Invoices

  • Credits

  • Credit Cards

  • Payments

  • Orders

Invoices

All account invoices are on this page. Unpaid or Overdue invoices are at the top of the list if left unsorted, but you can sort invoices by Status or Due Date. More information is available on How to View Account Invoices.

More information on how to pay your invoices is below:

Credits

Each credit on your account has a Description, Date (when the credit was added), Amount, and Status. A credit is either Applied or Unapplied.

  • Applied: The credit is applied in full. No remaining credit amount.

  • Unapplied: A credit that is not applied or only partially applied. The available credit amount appears in the Remaining column.

Click the credit description to view the invoices paid with the credit.

To add a promotional code provided by the Nexcess Sales team, click the Redeem Your Promo Code button. 

Tip: Double check the source of your discount. Discount offers or promotional codes from non-Nexcess sources (coupon sites) are illegitimate.

Credit Cards

More than one credit card can be present on an account.

  • Only the designated Primary credit card is auto-charged on the due date of an invoice. Extra cards can be used for manual payments but will never be automatically charged.

  • The system will stop attempting to auto-charge after 3 declines.

Input your credit card's expiry date as a two-digit month and four-digit year (MM/YYYY). A two-digit year will not add the credit card to your account. More information is available at How to Add Credit Cards.

Payments

Payment information is in chronological order by Date. Each payment can be sorted by Invoice ID, Date, Type, or Reference Number.

Orders

All orders, completed or otherwise, are on the Orders page. Explanations of order statuses are below:

  • Pending: The order invoice is either paid or unpaid. Check Payment Status for further information.

  • Allocated: Payment was received for the order invoice but the service is not yet provisioned. Contact our Support team for further information.

  • Completed: A service is present on the account for that order.

  • Denied: This order was not processed.

Affiliate

The Liquid Web and Nexcess affiliate programs combined and moved to Impact Radius. It offers a user-friendly interface and faster payouts for affiliates. The internal Nexcess affiliate program is no longer accepting new participants. Please contact our Affiliate team for more information on how to sign up with Impact Radius.

For further information on existing commission payouts for affiliates and partners, please contact:

  • Affiliates: affiliates@nexcess.net

  • Partners: partners@nexcess.net

The Affiliate section shows Links, Referrals, and Credits. Nexcess provides two affiliate links to use but you can create your own. Find instructions at How to Create Affiliate Links

Limited information is available within Referrals and Credits:

  • Referrals show:

    • ID number associated with the referral.

    • Date of the added referral.

    • Status of the referred account:

      • Active: Commissions can generate.

      • Inactive: No commissions will generate.

      • Pending: No services available to generate commissions.

  • Credits show:

    • Description of the commission.

    • Date of the added commission.

    • Amount of the commission.

    • Remaining amount of the commission if the payout type is account credit.

    • Status of the commission:

      • Pending: Has not met payout requirements.

      • Available: Payout requirements met. Commission sent on the 1st of the upcoming month for processing.

      • Unapplied: Payout requirements met. Commission can apply toward current invoices. To do so, follow instructions at How to Pay Invoices with Account Credit

      • Applied: Currently in-process or paid out.

DNS

DNS means Domain Name System and changes website URLs into IP addresses. Click the following link for an Overview of DNS Records.

More information from our Knowledge Library for DNS is below:

If you have any questions or concerns, please contact our customer service teams for help. They will be happy to provide assistance. Contact Nexcess via ticket, email, or telephone whenever you need.

CDN

CDN means Content Delivery Network. Click the following link for an Overview of CDNs.





Patrick Rauland