Loading
GoGrid's Exemplary Support and Resources

Frequently Asked Questions (FAQ)

To help you start out right with your GoGrid infrastructure, we've put together a list of frequently asked questions (FAQ) on the following Support topics. Just click on one of the links/tabs below, or download the whole FAQ as a PDF for reference.

General Questions

  • How can I access my individual servers?
  • Do I have full root/administrator access to each machine I'm running?
  • Do I need to add new servers manually?
  • Can I set up a rule to have my GoGrid infrastructure scale with demand?
  • Am I charged when my GoGrid Cloud Server is in a stopped state?
  • How do I create a Support case?
  • How can I access my invoices?
  • Why can't I send email from my GoGrid server?

Cloud Servers

Dedicated Servers

Technical Specifications

  • Can I edit my Load Balancer settings?
  • What types of load balancing and persistence options are available?
  • How can I see a list of the IP addresses assigned to me?
  • How much storage can I have?
  • Can I add more storage?
  • What happens if there's a failure of a physical node?

Billing Questions

Pricing

  • How do I predict my costs?
  • What are metered services?
  • What are fixed services?
  • Will I still be charged if I'm not using the server?

Initial Promo Credit

How Billing Works

  • How does GoGrid billing work?
  • How often do you bill customers? When can I expect to be billed?
  • When is my bill date? Can I change it?
  • Why was my credit card charged automatically?
  • What payment options do I have?
  • I got a message that my recurring charge failed. What's the reason?
  • I'm getting an AVS verification failure notice. What should I do?

Managing Your Account

  • Where can I locate my account number?
  • What are the different types of users and what is their level of access?
  • How can I update the authorized Users list on the account? Can I limit a user's access?
  • When I try to add a user, I get a message that the user already exists. Why do I get this message and how do I resolve it?
  • How can I delete a user from an account?
  • Can I delete myself from the account?
  • Can I change my login email address?
  • Can I be a user on multiple accounts?
  • How can I update my contact information?
  • How can I update my billing address?
  • How can I update my payment information?
  • My credit card expired. Can I call and provide my new details over the phone?
  • Why am I getting an error when trying to submit my new payment information?
  • How can I find out which of my credit cards is on file?
  • If my default payment method is rejected, will you charge the other payment methods on the account?

Invoices & Payment Receipts

Upgrades

  • How do I upgrade my memory/transfer plan?
  • Will I get an email confirming my upgrade?
  • When will my upgrade take effect?
  • How can I upgrade as of my next billing cycle?
  • When will I be charged if I request an upgrade mid-cycle?
  • Can I upgrade for one billing cycle only?

Downgrades

Cancellations

  • How do I cancel my account?
  • How do I request to cancel some services?
  • When will my cancellation take effect?
  • What is your cancellation policy?
  • If I request to cancel when my billing cycle has started and I've just prepaid my memory/transfer plan, can I receive a partial refund?
  • Can I cancel if I'm under a commitment?
  • How long after I submit a cancellation request will I receive confirmation that it has been processed?
  • Can I cancel and get a refund if I've prepaid for a year?
  • Can I upgrade if I'm under a commitment?
  • Can I downgrade if I'm under a commitment?

Annual Plans

SLA Credits

Hello!

  • Welcome to GoGrid!
  • I'm a Cloud Infrastructure and Big Data Solutions expert.
  • What questions do you have today?
Call us at 1(877) 946-4743 (US & Canada)
IN THE NEWS

Big data gives power providers a better view of energy consumption

Power companies throughout the United States are now using data collection tools to gather the information from smart meters, substations and distributed resources in an effort to figure out how... Read more


GoGrid Customers
GoGrid Compliance