This article provides further clarification to an email that was sent out from GFI Marketing informing customers of some possible changes to their FaxMaker Online subscription balances that may occur after a technical issue affecting the synchronization between usage data and the billing servers is resolved.
In recent months it has come to our attention that FaxMaker Online usage data was out of sync with our billing servers making the Current Balance for some subscriptions to be an incorrect reflection of the usage. In some instances, subscription balances were often showing externally at up to two times the actual number of purchased pages.
The problem has been identified and resolved, and we will be rolling out updates to the affected accounts in the coming weeks.
Customers should be aware that usage statistics have all along been correct and have been consistently available even in cases of incorrect balance reporting.
When the billing data sync is initiated, customers may notice a change in their balance to correctly reflect their usage to the available balance. Customers can review and confirm their usage details from the Reports tab of the FaxMaker Online Administrator Portal as explained in FaxMaker Online Reporting.
For further queries on the above issue, you can contact your Channel Account Manager or reach out to the Customers Team through firstname.lastname@example.org.
Agents can review the usage statistics with the customer to show that their usage has not changed, and explain that we are only updating the balance to reflect the correct balances bases on actual usage.