I have received an payment reminder / suspension notice, which is incorrect.
Please send an e-mail with your customer number to This e-mail address is being protected from spambots. You need JavaScript enabled to view it stating what you feel is incorrect and we will contact you as soon as possible.
I have received a payment reminder / suspension notice, but I have already paid.
Depending on how you paid it may take a while before your payment is reconciled. Payments made through a Canadian bank will usually be received and processed within 2 business days. If you pay Credit Card, your payment will usually be processed within a few hours.
For new customers a customer number must be created before the payment of the order can be added to the account. This takes a little longer and is usually processed within 2 business days after receipt of payment. If you have already paid the payment in question please send an e-mail with payment details (print screen of Internet banking, copy of bank statement) to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will then contact you as soon as possible.
My credit card is charged by you automatically each month, but I have been sent a reminder. How is this possible?
If we are unable to obtain payment from your credit card because you have insufficient funds or if your credit card is blocked for online purchases, we will send you a reminder asking you to use another form of payment for the invoice. We process automatic credit card payments around the 1st and the 15th of each month. It is important to ensure that your credit card details are up to date, as this is the only way we can charge your credit card.
Because we are dependant on the information received from bank for credit card transactions, it is possible that you have received a reminder even though you are certain that your credit card can be charged by us. In that case we will not simply suspend your services. We will always contact you to give you the opportunity to pay in another way.
I have noticed that my services have been suspended/temporarily suspended.
Your account will only be blocked if there are outstanding invoices that have remained unpaid following a reminder and a suspension notice.
We can reactivate your account once you have paid all outstanding invoices. However, if you fail to respond to the suspension notice and pay your outstanding invoices, we will pass on the claim to our debt-collection agency. All additional charges associated with this will be for your account.
