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    SUPPORT

    HOW CAN WE HELP YOU?

We have streamlined our support services to focus on getting your request to the right team as quickly as possible. Our Ticket-Based system is the most expeditious way to offer high-level support. Phone calls may be arranged per incident by request. Please note that some support requests may incur charges.  

SUPPORT DEPARTMENTS

POS & ECommerce Integrated

For POS & ECommerce Integrated accounts. Some inquiries may require external vendors or system support services. 

Monitored : business hours.

Submit a ticket  

 

dbcEngine Portal

For dbcEngine Franchise, Member and Business Portal Manager systems.

Monitored : business hours

Submit a ticket  

 

Hosting Service

For Hosting Services including websites, email, databases including Managed Dedicated Hosting and Advanced VPS.

Monitored : 24/7

Submit a ticket  

 

Domain Name Registration and Management

For Domain Name Registration, Renewal and Services.

Monitored : business hours

Submit a ticket  

 

Account Inquiries

Questions or help with billing, adding or changing your information and contacts in your account.

Monitored : business hours

Submit a ticket  

Pay an invoice  

 

Production Inquiries

Ask questions here about your system, application, project – for new additions or changes.

Monitored : business hours

Submit a production inquiry  

 

Support Notices

Domain Notices  

.SE/.NU Registry

0 sec ago

THIS IS A SCHEDULED EVENT Mar 13, 20:00 UTC  -  Mar 14, 01:00 UTC

Jan 23, 08:37 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



Nominet Registry

0 sec ago

THIS IS A SCHEDULED EVENT Mar 5, 06:00 - 08:00 UTC

Feb 14, 08:29 UTC
Scheduled - During this scheduled system maintenance, the following services may be unavailable:

Availability Checks
Whois Services
Domain Purchases
Domain Renewals
Domain Updates

For a list of affected TLD's, please look the registry up in the following spreadsheet:
http://opensrs.help/chart



Nominet Registry

0 sec ago

THIS IS A SCHEDULED EVENT Mar 5, 06:00 - 08:00 UTC

Feb 4, 08:58 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.

For a list of affected TLD's please look the registry up in the following spreadsheet:
http://opensrs.help/chart



.SE/.NU Registry

0 sec ago

THIS IS A SCHEDULED EVENT Feb 27, 20:00 UTC  -  Feb 28, 01:00 UTC

Dec 24, 20:35 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



.IN Registry

0 sec ago

THIS IS A SCHEDULED EVENT Feb 27, 18:30 UTC  -  Mar 1, 18:30 UTC

Feb 7, 09:03 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



Announcements

Action required: credit card re-entry needed for pre-authorized payments

2 weeks, 4 days ago

Action required: credit card re-entry needed for pre-authorized payments

As many of you may remember, we have been upgrading our payment systems for the past little while, this is the final step for top level security.

Do I need to do anything?

It depends. Anyone currently using pre-authorized payments for credit card needs to take action – so read on. This does not apply to PayPal users, or offline payments.

What do I have to do if I want to continue to use Pre-Authorized Payments?

Simply, either now, or before Feb 15, 2019 (you will receive reminders as always)...

A. To upgrade your stored payment information to the new security

  1. log into your account at https://orders.itristanmedia.com/clientarea.php
  2. click the top right menu Hello > Edit Account Details
  3. Set Payment Method to you preferred credit card currency: USD or CAD (the default is USD); NOTE your card is linked to the currency-gateway you choose here.
  4. click Save Changes
  5. now click Credit Card Details secondary tab just above
  6. re-enter your payment information including CVD under "Enter New Card Information Below"
  7. click Save Changes

B. If you currently don't store payment information, or don't want to

  1. do nothing

If you do forget to do this, we will have many reminders, help, and opportunities should your old payment information expire and you've missed updating it.

Remember: The final changeover date begins on Feb 15, 2019

Past stored payment information will be switched off and only the new payment system will be available from this point on.

Background stuff .....

Why do I have to do this?

For security reasons, the payment industry enhances its security protocols from time to time. Especially as chip-in-pin EMV takes hold, the use of CVD and EMV further helps prevent theft and fraud. CVD, in particular is required and even more tightly controlled than before which , in turn made it increasingly important to move to full tokenization to further protect your information. This information and process needs to be completed by you – as this is your secure information – and not iTMG.

What is tokenization?

This final part of our payment systems upgrades we have been conducting over the past year is completing what is known as "tokenization" of payments.

In short, tokenization further obscures your payment information behind an additional security layer; a token. It is that token that is passed along to initiate a transaction to the payment gateway, this replaces the card itself passing through. By itself, the token is meaningless and worthless.

Who benefits?

Everyone. Tokenization protects against data theft, decreases opportunities for breaches, and further protects users, most importantly, in both managing their private information and removing it when no longer needed from an account. It also benefits businesses like iTMG as it gives us the ability to leverage the security infrastructure of the payment industry for actual payments.

Security is a serious focus these days, and with good reason. iTMG feels that a serious push in security and performance is already required and underway globally; we will be promoting business consciousness to not only make more money through improved performance, and also to protect your businesses and customers and their families.

But wait, there's more!

(tl;dr USD AMEX now works)...

With this upgrade in payment security and process we're now able to offer something new: US Dollar native AMEX transactions! Many have been waiting for a long time for this so we're excited to finally have this new payment option. To use USD AMEX cards, simply use the Credit Card USD option and use your AMEX as normal. No foreign exchange, no confusing errors. Nice.