Find it hard to believe we all here just somehow forgot to pay our bills. AI my bills shows as paid. I even double checked in my cams account for card details and updated it to my latest car even and make no difference. Before we just pay or get a surprise of a notification for payment to Comodo, we want to know what bills are “not paid” and the amount.
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We just completed a renewal with the account manager and paid for it. However, the ar@xcitium.com email has not replied for 48 hours. Fire the person who decided to handle payments this way. Losing access to security due to such issues is one of the worst things that can happen.
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Our ticket is 37906 if Xcitium would like to help.
Something about this isn’t adding up. Has something changed in Xcitium’s billing processes or system? The invoice I received this morning is different than the one received during my renewal process. I’ve forwarded the email to my rep, but I want to also point out that the links and URLs in the email are suspicious as well, very reminiscent of typosquatting (links point to xcitiumplatform.com). This could be legitimate, but I’m not familiar with this domain.
No one is pointing fingers, but transparency and communication are paramount when issues like this arise. Please keep us informed as to what the issue is and how it is being remediated.
hi @kwallity
apologies for the inconvenience , please do share the ticket id , i will follow up with team to get it resolved as soon as possible
Hello,
The main reason for this situation is unpaid invoices, despite multiple warnings in the past. Post-paid usage is also affected by this.
Not being able to log in to the account due to this reason does not create any security gap. Frozen accounts cannot make any updates to their environment, but the security of these accounts remains fully functional.
All paid accounts will be unfrozen once the review is completed.
As you can imagine, AR Service is currently receiving many requests. As the queue of incoming requests is processed, your tickets will also be reviewed and re-evaluated.
Thank you in advance for your patience and understanding.
Xcitium Product Management Team
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Please assist, we have logged several tickets and paid the unknown and unshown invoices - Our portal has been down since Monday.
Ticket 38169
Respectfully, I find this to be nonsensical.
While I haven’t been locked out yet, I’ve received invoices and have a warning banner in my portal suggesting that I have not paid for services. Fundamentally this is incorrect. I pay on a yearly basis and this was done several months ago.
Someone dropped the ball, and I think we’re owed more information and an expedient solution.
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I my case everything is paid, but after 3 days AR sent an invoice for June that they say is not paid, but in CAM for June there are 2 orders that added sum the amount of the unpaid invoice, those 2 orders are paid. The problem is with the billing system. I even sent screenshots of the orders and the invoice, all the evidence that everything is paid but no luck yet. I’m not going to pay twice for june. If you can help my tickets are 37091 and 37093. Please see the screenshots with the evidence.
My ticktes are 37091 and 37093.
Please see the screenshots that everything is paid. The problem is the the billing system that created a new invoice for june that covers the 2 orders in CAM for the same month. Please help us.
hi @hsanchez
the AR team is reviewing all accounts and invoices to resolved this issue,
the existing security settings of all devices enrolled under portal remains same , only the access to the portal to make further changes is being frozen . kindly allow the AR team time to resolve the same.
As with everyone else, I have also been screwed by an Xcitium billing system error. No one knows how to use a telephone in this company. My account has been frozen for a week. I am one year into a three year contract according to my sales rep (who also does not know how to use the telephone) yet I have a random $64 invoice from two months ago that AR forwarded to me (again, unable to use a telephone). It was invoiced, due and overdue all on the same day. The line item is “Services”, nothing else.
Whoever the mystery person/people who respond (once per day, if I am lucky) to any email sent to the AR mailbox simply ignore my question to explain what the charge is for, they just tell me to pay the invoice. It would take 3 minutes to solve versus the current weeklong ordeal of sending email after email after email which are basically ignored. This is the most frustrating “customer service” I have experienced in a very long time.
hi @Cory
We are sorry for the inconvenience. Please do share us the ticket Id , I will escalate to the AR team from my side as well.
thank you
This is ridicolues i got an email from them saying i have to pay 2 SAME BILLS!!!
I Wanted to give Xcitium a second chance but they dont deserve it they just dont listen to customers and they just dont fix stuff so we are moving away to another Av company @melih Your support team is really bad it took 3 days from them to support we are moving on
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@nivedithab I give up, one week is too much. As I cannot access the portal to remove all agents, please help me to do so.
If any time in the future you figure out how to use the billing system and acknowledge I never had pending payments, I’d be glad to pay to the day my portal was frozen.
If you cannot remove the agents, once I have the new rmm agent installed I’ll have it remove yours.
Henry
(one week blocked, with no pending payments, sent evidence, AR does not care, 5 days with no response).
Can my account be unfrozen, no response to tickets
My Tickets:
#38608
#38607
#38163
No explanation on invoice
Apologies for the inconvenience caused.
The portal will be unfrozen after August 31st, As mentioned by AR team request you to pay your outstanding balance to avoid further service interruptions
thank you.
My account is up to date now.
Please escalate the unlocking of my account.
Ticket #38979
I will request the AR team to revert back to you on the account status.