topic Re: Unable to change service account closing down in My Account/Billing

Unable to change service account closing down

Wolfy2 — Thu, 13 Mar 2025 08:38:02 GMT

I have paid for a mail only and web hosting account for about 8 years with plusnet (Originally Madasafish). This morning I have received an email saying they have been unable to set up my direct debit payment request and to login to the member centre. When logged into the member centre I have a message saying my account its closing down and I cannot change/check my direct debit details. The account is currently in credit, so surely any payments should not be an issue? Also I still need the mail only and web hosting that has worked without any issues for years, so can my account be kept active and also allow me to check and update my direct debit details?

Re: Unable to change service account closing down

Marsh — Thu, 13 Mar 2025 08:49:54 GMT

Hey @Wolfy2,

I've reviewed the account and haven't found any notices about it closing down. Has that message always been there? Additionally, since the account is in credit, there shouldn't be any issues with payments.

Re: Unable to change service account closing down

Wolfy2 — Thu, 13 Mar 2025 08:52:24 GMT

Morning Marsh, I am logged in at the moment and this message is still showing?

Re: Unable to change service account closing down

Marsh — Thu, 13 Mar 2025 09:01:42 GMT

Hey @Wolfy2,

I have asked around regarding the message you're seeing on Member Centre, unfortunately it's related to how we handle mail-only accounts and there is no fix for it. There's no need to worry as I mentioned earlier, I have checked your account and there are no scheduled changes to close it. However, this message might prevent you from managing your mailboxes. You can still make changes by using this direct link: Manage My Mail.

Re: Unable to change service account closing down

Wolfy2 — Thu, 13 Mar 2025 09:05:39 GMT

Thanks Marsh, I have now managed to update the Direct Debit info. Are you able to check to see if this has saved as it is not showing as saved for me?

Re: Unable to change service account closing down

Marsh — Thu, 13 Mar 2025 09:21:34 GMT

Hey @Wolfy2,

On my end I am not seeing it added just yet however I can see it is pending normally with Direct debit changes it takes a couple of days for it to go through

Re: Unable to change service account closing down

Wolfy2 — Thu, 13 Mar 2025 09:23:13 GMT

Great thanks Marsh!