Frequently Asked Questions - General

General

• What are your office hours?
• What if I have problems outside business hours?

Payments

• What Credit Cards do you accept?
• Can I pay by check or money order?
• Can I pay by Diners Club?
• When will my credit card be billed?
• Can you charge my bank account?
• Can I pay using PayPal?
• How do I change my billing details?
• Do you send paper invoices?

Other

• How long does it take to activate an account?
• How do I cancel my service

What are your office hours?

8 AM to 5 PM EST/EDT.

What if I have problems outside business hours?

You can call our tech support line toll-free 24/7/365 at (866) 494-3281

What Credit Cards do you accept?

Currently MasterCard, VISA, Discover, and American Express.

Can I pay by check or money order?

We accept checks from businesses and qualified individuals. Please contact the billing office for more information.

Can I pay by Diners Club?

You can use some additional credit/charge cards with PayPal.

When will my credit card be billed?

For most accounts, billing is on the monthly anniversary of the date you started service. Some wholesale accounts are billed for each calendar month.

Can you charge my bank account?

Not at this time.

Can I pay using PayPal?

Yes, send your payment to billing@elirion.net.

How do I change my billing details?

Log into https://store.elirion.net/customer/ with your dial-up user name and password. From there you can change your billing details, contact information, and contact e-mail address.

Do you send paper invoices?

Only if you specifically request them. Paper invoices are much more expensive to issue than electronic invoices. However, we don't currently charge extra for paper invoices.

How long does it take to activate an account?

Most accounts can be activated within 20 minutes, during office hours. Orders placed during the online store are processed when e-mail notifications reach the main office. We try to process online orders outside office hours, but can't guarantee a response time.

How do I cancel my service

Please call our office, or send us an e-mail or fax. To avoid unauthorized cancelation of accounts, you will need to prove your identity when requesting a cancelation.