Badpuppy.net
Technology Simplified

FAQ

  1.  Do you offer Phone Support?

    • You may call us directly for support or to order (credit card orders only), by using our customer support phone number listed below:

      Phone support hours are as follows, listed in Eastern Time or GMT -05:00
      Monday thru Friday, 9:00AM to 5:00PM

      U.S.A. and international: 1-321-631-9500

  2.  How will charges appear on my Credit Card Statement?

    • Charges will appear differently depending on how you subscribe:

      1. Badpuppy’s main merchant account (via RocketGate or NetBilling) – “BEI 321-631-9500” (“BEI” stands for “Badpuppy Enterprises Incorporated”)
      2. CCBill – “CCBill.com *Badpuppy Ent”
      3. GXBill – Varies, depending on how you ordered. Contact us at support@badpuppy.net for more information.

  3.  I would prefer not to pay online. Do you accept mail in orders?

  4.  I applied for access, but I have not received confirmation of my order and I cannot access the site. What should I do?

    • When you subscribe to one of our hosted websites, an email is automatically sent out to confirm your order which provides you information about the site to which you subscribed. Occasionally, these emails are returned to us undeliverable. It is also possible that your order did not fully process for some reason. Whatever you do, don’t subscribe twice, or you may be billed twice. Just email support@badpuppy.net with your full name and the username that you have chosen, along with any other details that you can provide (which payment processor did you use, did the order time out before it completed, did you get any kind of error message, and if so what did it say, etcetera). For immediate assistance, please call us by using our customer support phone number listed below:

      Phone support hours are as follows, listed in Eastern Time or GMT -05:00
      Monday thru Friday, 9:00AM to 5:00PM

      U.S.A. and international: 1-321-631-9500

  5.  How do I update my billing information?

    • It depends on which one of our payment processors you are being billed through. If you are being billed by our main merchant account, via RocketGate or NetBilling (showing as “BEI” on your statement), there are currently no online customer update forms that a customer can use directly. We will need to do it through the office, through our admin login to the bank… we will just need to get your current billing information. Please don’t try to email us that info, as regular email is not secure enough for that purpose. We have a secure message page on our site, where you can safely send us your credit card information. Please go to the following page:

      https://www.badpuppy.net/contact-us/

      Any message sent from that page will come directly to our billing department. Please let us know all of the following information:

      Username:
      Service to which you subscribed:
      Full Name: (as it appears on your statement)
      Full Billing Address: (as it appears on your statement)
      Credit Card Number: (Visa, Mastercard, Discover)
      Expiration Date:
      3 Digit CVV2 Security Number on back of card:

      Once we have received your information and completed the update, we will email you a confirmation.

      If you prefer to take care of this by phone, you may call us by using our customer support phone number listed below:

      Phone support hours are as follows, listed in Eastern Time or GMT -05:00
      Monday thru Friday, 9:00AM to 5:00PM

      U.S.A. and international: 1-321-631-9500

    • If you are being billed through CCBill (showing as “CCBILL*Badpuppy Ent” on your statement), you may update your billing information in CCBill’s secure customer maintenance area at the following:

      https://support.ccbill.com

    • If you are not sure which of our payment processors you are being billed through, or you are having a problem updating your billing information, email us at support@badpuppy.net and we will be happy to help you.
  6.  How do I cancel my Service?

    • To cancel your Service, visit our Cancellation Form. Additionally you may call us by using our customer support phone number listed below:

      Phone support hours are as follows, listed in Eastern Time or GMT -05:00
      Monday thru Friday, 9:00AM to 5:00PM

      U.S.A. and international: 1-321-631-9500

      Please also let us know if there is anything wrong that is causing you to cancel. We really do care, and we will do our best to resolve any issues.

  7.  I have tried to email you, but I have not received a response. Why are you ignoring me?

    • We answer all email that makes it to us, usually within 24 hours (sometimes a bit longer on weekends and holidays). We would never purposely ignore anyone. If you have emailed us, and haven’t received a reply within 48 hours, then please try emailing us again at support@badpuppy.net. To help ensure that our replies are not ending up in your spam folder, make sure to add “@badpuppy.net” to your spam filter’s “trusted” list. For immediate help, you may call us by using our customer support phone number listed below:

      Phone support hours are as follows, listed in Eastern Time or GMT -05:00
      Monday thru Friday, 9:00AM to 5:00PM

      U.S.A. and international: 1-321-631-9500

  8.  What are cookies?

    • The main purpose of cookies is to identify users and possibly prepare customized Web pages for them. When you fill out a form, visit a web page or even when shopping and add things to your shopping cart most of these tasks use cookies to make the process easier. A cookie is nothing more than a text file that is sent from the website you are visiting to your computer. Your browser keeps this text file until it expires (an expiration date can be set when it is written), you delete it manually or using features in some browsers, or when it is not going to be used by the website any longer and the website (while you are visiting it) may decided to delete it. A cookie can only be read, deleted or managed by the website that wrote it.
  9.  I am using Windows XP… why does your site not seem to be working correctly?

    • Windows XP is no longer being supported by Microsoft, and you should try to upgrade to a newer version of Windows if at all possible. The last version of Internet Explorer that is available for XP is Internet Explorer 8… which will not work correctly for using our site and services (or for many other websites on the internet). Internet Explorer 8 is also very unsecure, because of its age. If you must stick with XP for now, you should at least upgrade to a newer and more secure browser. Two of the more popular browsers are Chrome and Firefox. Both offer quick and easy installation, and are easy browsers to use. You may find them for free at the following:

      https://www.google.com/chrome/

      https://www.mozilla.org/en-US/firefox

      Just follow the free download links, and installation instructions. A suggestion… if they offer to install anything extra during the download (like a free anti-virus program or other extra program not related to the browser), just uncheck the box or choose the “no” option.

  10.  How can I tell if a Badpuppy email message is fraudulent?

    • We have become aware of a “phishing” scam involving Badpuppy. What exactly is “phishing”? In brief, a “phishing” email is one that pretends to be from a company or bank like eBay, PayPal, WAMU, Suntrust (and even Badpuppy), which asks you, (for various reasons), to enter your account data, such as login details. These scams are often supported by fake spoof websites, and victims are tricked into thinking they are logging in to a real website. Phishing is a form of identity theft, where fraudsters steal your identity and personal information to gain access to your accounts or commit other crimes using your persona. The links in the email (which can look just like our real site address) can also contain hidden executable programs (like .exe files), which can run on your system and install anything from adware, to spyware, to viruses.

      How can I tell if an email message is fraudulent?

      Just as in the physical world, con artists will continue to develop new and more sophisticated ways to trick you online. The following are just a few phrases to watch for if you think an e-mail message is a phishing scam. Don’t forget to trust your instincts. If an e-mail message looks suspicious, that probably means that it is.

      • “Verify your account.” Businesses should not ask you to send passwords, Social Security numbers, or other billing information through e-mail. Be suspicious of a message that asks for personal information even if the request looks legitimate. If you email us and we cannot locate you by that email address, we may ask you to verify your Badpuppy username or possibly your billing address to assist us in finding your account.. but we will never ask you to send actual credit card information back to us in an email.
      • “If you don’t respond within 48 hours, your account will be closed.” Phishing e-mail may be polite and accommodating in tone, but these messages often convey a sense of urgency so that you’ll respond immediately without thinking. Phishing e-mail may threaten to close or suspend your account or may even say your response is required because your account may have been compromised.
      • “Dear Valued Customer.” Phishing e-mail messages are usually sent out in bulk and do not contain your first or last name. Although, it is possible that con artists have this information. Most legitimate companies (but not all) should address you by your name.
      • “Click the link below to gain access to your account.” HTML-formatted messages can contain links or forms that you can fill out just as you’d fill out a form on a Web site. The links that you are urged to click may contain all or part of a real company’s name and are usually “masked,” meaning that the link you see does not take you to that address but somewhere different, usually a phony Web site. Notice in the following example that resting the mouse pointer on the link reveals the real Web address, as shown in the box with the yellow background. The string of cryptic numbers looks nothing like the company’s Web address, which is a suspicious sign.

      If you receive an email claiming to be from Badpuppy that appears to be suspicious, do not reply or click on the link it provides. Open up a blank email in your email program, and forward the message to us directly at “support@badpuppy.net” to verify what you received.

      Please also note that we will never send you any kind of email attachment, unless you are already expecting something specific from one of our staff members. If you receive an email from us with an attachment that you are not expecting, do not open it and immediately delete it.

  11.  I have a question or problem that isn’t covered here, how do I contact you?