Last year, we successfully implemented an updated account portal (https://billing.touchsupport.com/) that offers additional benefits and features compared to our current system (https://legacy-billing.touchsupport.com/).

Over the next month, we will be hard at work migrating all accounts to the updated portal so that you can experience the most recent enhancements! The new account portal provides secure access to pay invoices, review service details, open support requests and manage devices.

Once your account is migrated, you will notice immediate improvements:

• Enhanced communications and support
• Improved user experience

Additionally, customers with hosted data center solutions in one of our data centers will be able to take advantage of:

• Bandwidth monitoring
• Detailed metrics reporting
• IP address tracking
• Remote reboot control
• Sophisticated monitoring

The security and accuracy of your account data is paramount and we understand the potential pitfalls of any type of migration. To ensure a smooth transition, we will be manually migrating accounts, one at a time, using the following process:

Pre-Migration
We will utilize a detailed checklist to prep your account for a successful migration. After the pre-migration checks are complete, we'll notify you that your account is ready and scheduled for migration.

Migration
We will complete a zero-downtime migration of your account data to https://billing.touchsupport.com/

Post-Migration
The accuracy of your account data will be verified by the migration team. We'll notify you that the migration process is completed so that you can login to review your account and update your billing and contact information, if necessary.

Answers to commonly asked questions regarding the migration are listed below:

Q: When will I be able to access the updated account portal?
A: During the migration you will receive new login credentials for https://billing.touchsupport.com/ and you can login at that time.

Q: How will I receive my new login credentials?
A: Your new login credentials will be sent via e-mail to the primary e-mail address listed on your current account.

Q: Is there anything I need to do?
A: Due to security guidelines from our credit card processing vendor, credit card data cannot be migrated with your account data. Once you receive your new login credentials, please log into the new portal and re-enter your credit card information if you wish you continue automated billing each month. We apologize in advance for the inconvenience this causes.

Q: What if I have an active PayPal subscription that automatically sends payment each month?
A: Due to security guidelines from PayPal, your subscription cannot be modified to work with our updated account portal. Please cancel any active PayPal subscriptions by following the instructions listed at https://www.paypal.com/us/webapps/helpcenter/helphub/article/?articleID=FAQ2327

Once you receive your first invoice from our updated portal, you will have the ability to create a new PayPal subscription. We apologize in advance for the inconvenience this causes.

Q: I have an account credit balance. What will happen to it?
A: Any account credit(s) will be transferred during the migration and will be applied to future invoices.

Q: Is there any downtime associated with the migration?
A: No, not at all. You will have full access to your new account portal and legacy account information during and after the migration.

If you have any questions, please let us know by opening a new request at https://support.touchsupport.com/index.php?/Tickets/Submit