I’m locked out of the portal, but I don’t have any open invoices and I have not received any notifications via email either. I have screenshots of the Locked Portal and of my billing page that shows nothing is due.
I’m leery of emailing “ap@xcitium.com” since the last time I did they threatened me with account closure. Can someone please let me know what I need to do?
hi @tanguero
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
Ticket ID # 38658.
I received the following response from Xcitium:
As a courtesy, we will unfreeze your account through August 31. Please pay your outstanding balance to avoid further service interruptions.
Thank you.
Xcitium AR Team
However, as of today, the portal is STILL frozen, and furthermore it should never have been frozen to begin with, since I have no unpaid invoices.
I replied to their email, explaining that I do not have any unpaid invoices, and I haven’t received any response. The portal is also still frozen.
hi @tanguero
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.
We just went through the same trauma!!
I’m in the same boat. I get a bill via email saying I owe a little over $200 yet I log into my portal (that is frozen) and there is absolutely no balance shown since I began using the free product back in 2020? Even then I was below the 50 threshold so there should never have been any charge whatsoever. I find this practice a bit shady to be honest.
Can you explain why I have a $0.00 balance in my account, and its to the point where the ticket I opened is going on almost two weeks with absolutely no response from AR? This “please pay your bill and we’ll unlock your account” response is getting old.
I need to know why and what system you are using to determine what is owed and why is that different than what the customer can see in their portal???
hi @HCIT
We would like to inform you that our billing model has been changed effective April 2024. We will now bill separately for the use of our RMM module to the extent you use these features. Specifically, RMM, Patch Management, and MDM modules will now be charged per device.
Note: Even if the Xcitium Client Security is not installed on the device, if the XCS was enabled on the profile section, you will still be billed after 30 days.
Please check the link https://www.xcitium.com/itsm-platform-update.pdf for details on optimizing the profile Sections as per the new billing method to use only the free service.
Please do check for overuse of the license under bill forecast and make sure you do not have any unpaid bills in order for the account to be unlocked by the AR team.
Thank you
I understand that and was aware of that change. There are ZERO bills showing I have an outstanding balance when I log into my portal. All I have is an email from you all saying I owe a little over 200 dollars, but no one on your end has been able to answer some basic questions for me and all I get are standard, canned responses.
Why do I see no bill due, and no charge for anything, but you do?
What system are you all using internally that is different than what customers can see?
Every bill since 2020 that exists in my portal is showing as Paid with a $0.00 balance.
have you made the necessary changes to your profile to avoid charges and use only free service
Sure did.
Back to my questions:
Why do I see no bill due, and no charge for anything, but you do?
What system are you all using internally that is different than what customers can see?
For reference, the Ticket # I submitted is: 38101
Hey @nivedithab
I’m sure you got swamped but I’m still waiting for some information. I’ve reached out to AR a few times, and am not receiving any responses from them, either. I’ve received two different 'bills" and I’m not sure which one is correct. In one pay to pay, it is telling me $175, in another it is showing over $200. Can someone please get back with me and send me the right bill, from w/e system you’re seeing that bill exist in because I’m still not seeing any balance due on my end.
Thanks.
hi @HCIT
Apologies for the delay in terms of our team getting back to your concern, I have as well requested to the AR team to revert back to you with explanation regarding the due bill in detail so that you can make payment for the same after explanation provided by the AR team.
Thanks! I received an email from them this morning so I can get to the bottom of it. Appreciate it!