CCBill Support Thread
 

I am starting this thread and asking webmaster community to post here both Questions and Answers. I'm trying very hard not to use the CCBill support system as it is simply broken.
So much wrong information is really not helpful. I see better support here.

hi, id like to help, can you let me know whats wrong with the ccbill support system?

ill make sure we work on getting it fixed, feel free to post or email me, thanks [email protected]

can't even check my stats today. fix your site it's been fucked up for ages. anyone work there any more?

You want everyone to post questions and answers here instead of just calling, emailing or chatting with CCBill live support?

CCBill is always spot on and pretty quick to help clients so I'm not sure exactly what your problem is.

CCbill has live support that has never let me down before.

regarding the comment about the admin, we are going to make some changes to make that area more user-friendly...my understanding of one of the main issues is that some of the reports are cumbersome to run, as they go through a lot of data, and we are working on a few ways to make it better for users.

Guess you didn't read https://gfy.com/showthread.php?t=1063918 problem solved ~ just sayin :2 cents:

Calling them works for us every time.

No problems with CCBill here :thumbsup

It's hard to find an answer without proper question.

:thumbsup I'm sure I speak for everyone when I say those changes will be greatly appreciated.

Hire designers and programmers if you have to. Bring it to 2012 and we'll all love you for it. An upgrade that only brings you to 2004 isn't going to cut it. :upsidedow

well cumbersome would be an upgrade than what it is now which is stats not loading at all.

referring urls that haven't made a sale would be H U G E on the affiliate side

why do I need to push LOOKUP 20 times before my stats show up?

Yep, they say " It works fine for us" Check your Browser version. HA

we are working on all of these issues, expect to see fixes soon

live support was excellent

Just checking in to see how this thread is working out. Okay then.

Just today I received top-notch support by 2 CCBill support specialists. I don't know what you're talking about.

I'd just like to get the same answer twice and have it be the correct answer...

I honestly think I would get a better answer here...than even from Tier2.

We went through a processing change in March. We were told after we activated account grouping, we'd have to have ALL the affiliates sign up again.

As you can imagine, we had more than 150 pissed off people...give or take a few.
We changed all of our affiliate products, links, etc to accommodate then started getting sales from people signed up under the old system...People who had not bothered to sign up fresh.

We pointed this out on the 12th of March. For weeks the situation languished because people did not even set up a trouble ticket. We pushed and today we were told, no one would have to sign up again...5 weeks after we sent out an affiliate email requesting people needed to do so, per ccbill.

I just have zero confidence in the support we are getting. Sales were really busy for us before the move, now we generate more sales than 150 affiliates...wtf?

guys, im going to review the issues in the morning with the support guys and address them at that point.

rest assured that its our 100% goal to make our clients as happy as possible

Hit me up, too... I have a site that's been waiting two months for Visa approval. Haven't heard anything. adam at extremebank.com

including all referring urls, so we can actually trace unproductive traffic?

Fuck, I fell for that one :disgust

Dude...do you really need to ask what is wrong with your system?

EVERYFUCKINGTHING is wrong with your shit ass system. With all the money you guys make, you'd think you'd be able to come up with something usable.

And how come no one from CCBill commented on the thread about CCBill processing for a content locker full of stolen content?

Having managed healthcare insurance customer service for FEP (Federal) and GEIP (General Electric) I would suggest a mandatory 4-6 week training class upon hire at CCBill. That includes tests and termination or demotion of those who cannot pass. If I can transfer that experience to this situation I would say CCBill is losing hundreds of thousands, if not millions in revenue every year due to internal "issues". The national insurer I worked for discovered that in a painful way after a GAO audit.

If I were at CCBill I would reach out to every single one of my clients affiliates and offer assistance of any sort required to make it right. ESPECIALLY, when it is CCBill who has caused the issues in the first place. I have been told by CCBill already this will not happen. Even though our collective frustrations are due to, well, CCBill.

Good luck to all.

Been there, done that.... Works, maybe 20% of the time.

When you press "lookup" a little munchkin goes out to a huge warehouse full of data and starts compiling your report. Each time you press it again, he explodes and a new munchkin has to start your report from scratch.

i thought it was determined that either they dont or they stopped processing for uploaded.to in that thread

party like its 1990 baby!

http://uploaded.to/ccbill

No they are stabbing their customers in the back and supporting piracy. Just go to the uploaded.to site and try to join. Customers mean so little to CCbill that they do not even bother replying. Customers should consider other payment options that will not stab them in the back like this. :321GFY

because they make more money stabbing their customers in the back by accepting everybody and playing dumb about it...1000$ says they will either ignore this or play dumb with insulting crap like "file lockers aint illegal" :disgust

Haven't heard a word back...

AMEN! The amount of misinformation the support guys provide is astounding. They NEVER read prior conversations and just try to get through tickets as quickly as possible without helping anyone. (in fairness they have 1 guy there who knows his stuff, Charles H, and he's the reason I haven't lost my mind yet)

I hate to jump on the complaints bandwagon, but I have tickets from 2+ years ago with bugs in CCbill's system and they NEVER follow up. My top issues with CCBill:
* Forcing people to change passwords every X days is a joke (provides NO additional security when an entire company has to email the new pass in plain text and despite what they claim - *I don't believe* it is a PCI DSS requirement)
* how they won't do anything unless you email from the very same address that is on the account - which is ridiculous since I could send emails as "[email protected]" in 2 seconds; this provides zero security whatsoever.
* the way they handle upgrades is the most complicated way they could ever come up with
* you can't offer a cancel discount to anyone who upgraded
* you can't offer a specific foreign currency price without using the ccbill aff program

It's just sad when you only have 2 viable IPSPs and one of them has major issues like this :2 cents:

That being said I wish the best to CCBill - but they are honestly leaving no choice to proper businesses but to use Epoch + Merchant Accounts.

Glad someone sees true point of thread. Not to bash but to try and motivate some kind of change. Charles H is a good point person.

I presume CCBill have the finances to invest in training and infrastucture. Why not be KWAZY and try it. I am looking at sliing and epoch and other alternatives. I dont need steak dinners, martini parties, blow, hookers...I just need a reasonable chance of getting a decent answer and follow up to base a business plan on...which to date, seems impossible with CCBill. I can trust them to help me find where a report is...but process flow, system flow...forget it.

Still waiting for Mark or any other brave CCBill person to step into the breach here...I hope we can find a way out of the swamp...

I couldn't even view "yesterday's transactions" with firefox on my linux box today...just kept saying that "Request sent. Waiting for server response..."

I love CCBill but it gets really frustrating sometimes and it doesn't seem like anything is EVER changed...it's always "support is looking in to the issues"

The single best piece of advice I could give anyone who's in the business for the long run is, if you have to use an IPSP: use Epoch

There are a multitude of reasons, but in summary: they have the simplest system, the most throughput, and they're the most stable. Bottom line is you'll make more money with them.


Still hoping that CCbill will fix their act and become a second viable choice :)