How can we help you?
How do I renew my existing subscription?
From 28 days before your account renewal date, you will start receiving reminder emails. Once you have received these, you can subscribe for another full year. If you upgrade beforehand, your subscription will be prorated until your fixed renewal date.
To renew, first log in to the My Account dashboard. From within webmail, this is done by clicking on the ‘My Account’ button at the top right hand side of the page.
You should then be taken to a new page where you can see a list of all your email accounts. If you have any webhosting accounts, they can be found under ‘My Accounts > Simple Hosting’ on the side panel of the page.
Click on the 'Payment Portal' link on the right hand panel. Your upcoming renewals will then be displayed. Select ‘Renew’ next to the relevant account.
On the next page, click ‘Select’ or ‘Add’ for the package you would like to upgrade with. It will then be added to your basket.
When you are finished, either click ‘Checkout’ after adding to your basket, or select ‘View Basket’ on the right hand panel.
A summary of your order and total will then be shown. If you are happy with your choices, click ‘Pay’ at the bottom. Otherwise, choose ‘Changed your mind?’ to be taken back to the package list, or ‘Empty’ to clear your basket and start again.
Once you have selected ‘Pay’, you will be asked to choose your payment method. Choose between Card (via SagePay), Cheque (by post) or set up a Direct Debit (via GoCardless).
If it is your first time choosing the card option, you will be asked to fill in your card details and other relevant information before clicking ‘Proceed’ at the bottom.
Otherwise, you can click ‘Use’ next to an existing card shown at the top.
After selecting Direct Debit, you will be taken to GoCardless to set up a recurring payment.
Once completed, it usually takes around four days for payments to be confirmed, though your account will be upgraded immediately.
Should there be any problems with the payment you will be notified and your subscription will be reverted.
If you select cheque, the system will provide you with details of where to send the cheque, for what amount, and give you an order number to write on the back.