Panix Accounting: Frequently-Asked Questions (FAQ)

1. What forms of payment do you accept?
2. Can I manage my account on the web?
3. Who do I make the check out to and where do I send it?
   What information should be on the check?
4. How do I pay by Credit Card?
5. What do I do to change my credit card information?
6. Can you charge my credit card automatically?
7. Will I receive a receipt for payment?
8. Can I stop by the office to pay for my account?
9. If my payment is late will my service be disrupted?
10. If I fall behind in my payments how can I catch up?
11. Can I arrange for you to send my invoice to another email address?
12. Does Panix offer discounts for payments made in advance?
13. What is your refund policy?

Section 2: What's on my invoice?

1. What does my invoice cover?
2. My invoice says I owe less than my standard subscription price. What would make that happen?
3. My invoice says I owe more than my standard subscription price. What would make that happen?
4. What should I do if I can't figure the charges out?

Section 3: Types and levels of service

1. What type of service do I need for a web page?
2. What do I need to do to change my level of service?
3. What level of service do I need for Internet access with graphics?
4. I don't use all the features that come with my package. Can I substitute something else that I would use?
5. My organization is Tax-exempt. What do I need to do?
6. I will be away for a while and won't have access to my account. Can I put it on hold until I get back?
7. How do I close my account?
8. I must leave Panix. Will you forward my mail for me?

1. What forms of payment do you accept?
   Panix accepts credit cards (Visa, MasterCard, Discover), checks, and money orders.
2. Can I manage my account on the web?
   Yes, at https://config.panix.com where you can register and update your credit card as well as make payments.
   Do not ever put credit card information into email. It is not secure.
3. Who do I make the check out to and where do I send it?
   PANIX: PUBLIC ACCESS NETWORKS CORP.
   134 w.29th St., Suite 609
   New York, NY 10001-5304
   What information should be on the check?
   Your Customer # (found at the top of your invoice) and your UserID (login name).
4. How do I pay by Credit Card?
   You can register and/or authorize a charge on your Visa, MasterCard or Discover card using one of the following options:
   1. visiting https://config.panix.com
   2. running the card and charge commands at the Unix prompt on a Panix shell host
   3. entering the A(ccount) submenu in the Panix menu shell
   4. calling our accounting department at 212-741-4400 M-F 10am-5pm
   Do not ever put credit card information into email. It is not secure.
   

   NB: By default, Panix does not automatically charge your card; you have to request it.
   You can do this from the web by logging in to our secure server at https://config.panix.com/acct/custinfo and checking the box at the bottom of the "Billing information" tab.

5. How do I change my credit card information?
   All of credit card information is kept offline in encrypted form. If you need to change any of that information, even just setting a new expiration date, you have to reregister your card as if it were a new one.
6. Can you charge my credit card automatically?
   Yes. By default, Panix does not automatically charge your card, but you can set it up.
7. Will I receive a receipt for payment?
   Any payment we receive (CC, check, cash or MO's) will, when processed, generate a receipt that will be sent to your email billing address. The receipt includes your customer number, the amount you paid, the amount of your last statement, the amount that you owe now (if any) and any past due amount.

   Please read your receipt carefully.

8. Can I stop by the office to pay for my account?
   We would prefer that you didn't. However if you feel that you must, please give us a call and make an appointment. Our number is 212-741-4400.
9. If my payment is late will my service be disrupted?
   We send out bills 2 weeks in advance. Payment is due on your cycle date. If you are overdue, we will send out reminders, and we reserve the right to lock your account once it becomes past due. We will close your account (which will wipe out all of your files and email) within a month of locking unless you have contacted us to make payment arrangements.

   Note that Panix reserves the right to terminate accounts that are chronically in arrears. We will not do this without prior specific notification.

10. If I fall behind in my payments how can I catch up?
    Please call the Panix Office, (212)741-4400 or email us at accounting@panix.com.
11. Can I arrange for you to send my invoice to another email address?
    Yes. You can do this through the Billing Information tab at https://config.panix.com, or you can send email from within your Panix account (that is, from the login covered by the invoice) to accounting@panix.com and tell us the other email address(es). Note that you are still responsible for all charges that are incurred on this account.
12. Does Panix offer discounts for payments made in advance?
    Panix offers discounts for yearly payments. It varies depending on the level of service - it might be 12 months for the price of 10, 11 months for the price of 10, or a 10% discount. For more information about any specific account, please check our price list.
13. What is your refund policy?
    Panix does not issue refunds for payments made in advance.
    We encourage you to only pay for time you know you will use.

1. What does my invoice cover?
   Your monthly invoice will show a "New Charges" line item. This consists of:
   
   • The base subscription price of each service you are purchasing for your upcoming billing period (for example, $10, $32.50, $100)
   • Additional charges from your previous billing period. (This includes web transfers, one time fees, prorated charges for new services added within your cycle to bring them in sync with your other services, etc.)
   You will notice that the subscription price is billed in advance for the next month, while other charges are for actual usage in the previous period. (This is the way the telephone company, cable TV, and so on figure their statements, too.)
2. My invoice says I owe less than my standard subscription price. What would make that happen?
   If the amount your invoice says you owe is less than your usual subscription price, you may have paid us more than you owed or we may have issued you a credit.

3. My invoice says I owe more than my standard subscription price. What would make that happen?
   If the amount your invoice says you owe is more than your usual subscription price, you may not have paid part or all of a previous invoice, or you may have incurred charges for transfers, or you may have added services since we last billed you which will appear here as a prorated charge.
4. What should I do if I can't figure the charges out?
   If you have any questions about your bill, please email accounting@panix.com or call (212) 741-4400 M-F 10am-5pm.

1. What type of service do I need for a web page?
   Currently all single-user accounts on Panix include room on our web server (www.panix.com) for web pages.

   For information covering web pages in your own domain, please see our "Cheap Web" or "Corporate Web" hosting pages.

2. What do I need to do to change my level of service?
   Send e-mail to accounting@panix.com indicating what level of service you are requesting.
3. What level of service do I need for Internet access with graphics?
   A graphical interface means running PPP. For this, you need Dialup-IP Service, which is $32.50 per month or $325 per year if you pay in advance.
4. I don't use all the features that come with my package. Can I substitute something else that I would use?
   Sorry, no. The prices we list are for the complete package, whether or not you happen to want all the features we include. Also, unless we explicitly say otherwise, you can't share services and resources among accounts.


5. My organization is Tax-exempt. What do I need to do?
   In New York State, Internet services are not subject to sales tax. However, some Panix services are offered at reduced price to tax-exempt organizations. If you qualify, please send us a completed NYS Tax-form ST-119.1 (Exempt Organization Certification).
6. I will be away for awhile, how do I keep my account active?
   Panix will set an account dormant for $5 per month, $20 minimum. This means that we will hold all files and mail for you until you return.

   You will continue to accumulate mail until it occupies as much disk space as your quota permits. Please refer to the disk use information for more detail. You might want to forward your mail to another address while you're away from your Panix account.
   Note that all forwarding offsite is subject to virus- and spam-control restrictions

7. How do I close my account?
   To close your account, you must either:
   • send e-mail from your Panix account to accounting@panix.com
     -or-
   • send a written message, via postal service or faxed to (212)741-5311, that includes:
     
     • A signed statement saying you wish to close your account
     • Copy of a picture ID of you
     • Your loginid and Customer Number.
   Any remaining balance must be paid before the account is closed.

8. I must leave Panix. How can I get my mail forwarded?
   If you are leaving Panix and your account is fully paid up, we'll forward your mail for 2 months without charge. If you want this, we have to set it up for you. Please email accounting@panix.com, specifying the date you wish to cancel and the email address to which you want to forward your email. Note that all forwarding offsite is subject to virus- and spam-control restrictions.