Home → FAQ → Online Renewals → Renewing your services online
2.1. Renewing your services online
How to renew your services Online
- Login to the Customer Account Center
- Select "Renew" Tab
- Select the quantity of packages you wish to pay for
- "Note: Each package you add will add more time onto your account e.g. If you have a weekly package of quantity of 1, it will renew your package for one week. Quantity of 2= 2 weeks etc. Also, quantity of 1 for your current service will be default."
- Select the "Make payment" tab
- "Note: The Make Payment will automatically pop-up if you selected Purchase Time first."
- Verify that your balance at the bottom of the page equals the amount of packages you selected on the previous page
- Input all the card information that is required
- Make the payment
Note: That you will not be allowed to change your Package/Service online, you must come in store, call us, or open a service ticket to change your Package/Service. You may also sign-up for a new account to select a new package--and your old account will be deleted automatically.
After completing the steps your Data and time will reset.
If there are any issues, it may be due to the following:
- Your card information may not be correct
- Your bank may have put a hold on your card due to a new transaction type/service
- There may be maintenance occurring on the Customer Account Center (AKA the Emerald/billing website)
- The balance on your card may not be sufficient
- Our payment processor may be experiencing issues
Please note this common problem: If you make a payment without going through the renewal process, our system may not how to apply your payment. Although the system knows you made a payment, it marks the payment as available credit and since it is not applied to your service you may be unable to login--your account will show 'Expired' even after making a payment in this case. Please submit a support ticket or call support and we can resolve this very quickly.