Objective
Guides managing accounts with outstanding balances, particularly those affected by the Revio migration, where autopayment and customer contact information were not fully transferred. This process is initially intended to address existing non-paying accounts and will be used ongoing for handling future cases of non-payment.
User Context
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Crexendo Non-Payment Suspension Process
Cause
Some customer accounts have unpaid balances due to missing autopayments and contact information that was not transferred during the Revio migration. This has contributed to missed payments and difficulty reaching customers.
Procedure
Process for Billing Team
- Ensure all due diligence steps have been completed and the balance remains outstanding. The due diligence process includes:
- Sending three late notice emails
- Attempting two outbound phone calls
- Issuing a suspension email
- If the balance remains unpaid, schedule disconnection approximately 15 days after the suspension email.
- Follow Disconnection Limits
- Limit disconnections to fewer than 10 customers per week
- Schedule disconnections on Monday or Tuesday to allow time for customer recovery and payment during business hours
- Inform the Support and Sales teams one day before disconnection (typically Friday or Monday).
- Begin the cancellation process for customers who do not respond after disconnection.
- Reconnection will be initiated by the Billing Team once full payment has been received.
Process for Support Team
- Transfer suspended customers to 866-734-6444 for billing resolution between 8:00 AM and 5:00 PM, Monday to Friday.
- During non-business hours, Support may temporarily reactivate service for non-paying customers for up to 24 hours or until the end of the day Monday, whichever comes first.
- Customers can access invoices and make payments through the Bill Center. Support should guide customers to the Bill Center whenever possible.
Instruction Email for Customer
Here is an instruction template for customers to set up BillCenter. The highlighted areas need to be updated by you before sending.
Greetings $Customer_Name$
We welcome you to join our new Crexendo Bill Center. The Bill Center will provide you with the ability to manage your Crexendo account. You may download invoices, run reports, make a payment, update recurring payment methods, and update contact information.
We encourage you to set up your access today. Below are the instructions:
INSTRUCTIONS
- Click or navigate to [crexendo.billcenter.net](crexendo.billcenter.net)
- When presented with the login prompt, click the "Sign up for an Account" link located just to the right of the "Login" button.
- Enter your Account Number in the corresponding field. Your account number is: **$Customer_Account_Number$**
- Enter your one-time Registration Code in the corresponding field. Your registration code is: **$Billcenter_Registration_Code$**
- Enter the email address you wish to use for any communication with crexendo.billcenter.net.
- Enter a username for future login.
- An email will be sent to the address you provided with additional instructions for setting up a password and the final activation of your account.
- Navigate to the 'View & Pay Bills' tab to update your autopay information.
- Click the box "Enroll in Auto Pay" to ensure timely payment and complete setup.
Thank you very much for your business. Please let us know how we can further assist you.
Crexendo Billing Support
866-734-6444
Billing@crexendo.com
Related Information
Escalation Information
Escalation Information: SD1
If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com
Change Log
| Date | Description |
|---|---|
| May 5, 2026 | Article migrated and revamped |