FAQ & Tutorials

Pre-Sales

General

Billing

Pre-Sales

What methods of payment does NationVoice accept?

NationVoice proudly accepts both PayPal and all major credit cards, (Visa, MasterCard, American Express, and Discover). We also accept echecks through PayPal.com. We're sorry, but we cannot accept money orders, checks, or any other forms of payment besides those mentioned above.

How long does it take for my Ventrilo Server to be set up?

INSTANTLY!
All new orders here at NationVoice are set up and ready to use the second you have completed your order. Your server information along with a direct link to your server and instructions to log into your customer control center are also given to you directly on your web browser. As a backup, you will also receive an email within seconds of finalizing your order which will detail all of your account information, along with instructions on how to use our services in case you are a first time user of the ventrilo client.

Are the servers public or private?

By default, all servers are setup as public. We do not limit you in how you want to use your Ventrilo Server, so we allow you to choose whether or not you wish to have your server Public or Private. You have complete control over your server and can add a server password to keep it private -- or not, if you wish to keep it public. It's your server; you configure it as you wish.

Do your servers allow Mac users to connect?

Yes, MacOS users can easily connect to our servers. It is important to note that your server codec must be set to any Speex codec. Speex codec is the only codec which will allow MacOS on your server with the ability to communicate. By default, all high quality servers are initially setup to accommodate both PC and MacOS users.

Can I upgrade or downgrade my server in the future?

All of our customers have the ability to instantly upgrade or downgrade their servers at anytime through their customer control center. Simply log in to your Ventrilo control panel and choose the upgrade slots feature. You will be directed to follow through with your upgrade payment. Once payment is complete, your server is upgraded instantly without having to wait. If you choose to downgrade your server, the same applies.

After my server is installed will it be possible to re-locate my server?

Yes you can. All NationVoice customers can instantly relocate their server by simply logging into their customer control center and choosing the Relocate Server option. You will then choose a location to transfer your server to from a list of our locations. Your server will then be instantly transferred along with your servers configuration, meaning the configuration of your server will not change. Please keep in mind however, your servers IP and Port will indeed change considering it is being moved to a different location.

Do you have servers that I may test prior to ordering?

NationVoice provides test servers in all of our available locations worldwide, including our overseas locations in Europe and Asia.. You can find a direct link to connect to these test servers from our website homepage, in the area Nation Voice Locations. Simply choose your location of choice and click the Try Now button on the right of the location. Providing that you Ventrilo already installed on your computer, this option will instantly connect you to that locations test server.

What is the difference between High Quality and Normal Quality?

While both packages provide excellent voice communication, the normal quality package supplies you with codecs up to 22Khz. The normal quality package is mainly for those who are dial-up users or those with weak internet connections. High Quality packages provide you with 39 different codecs to choose from with the highest package reaching 44Khz, thus providing superior voice communication. The reason why we offer the two different packages, normal and high, is simply because we feel that it is unfair for those who are not capable of using the higher end codecs to pay for that of which they are not able to use.

Can I upgrade or downgrade my voice package in the future?

Yes, at any time you may upgrade or downgrade your server instantly via your control panel. To upgrade your server you will need to log into your control panel at www.nationvoice.com and then click control server for the server you wish to upgrade. Once you click control server please then refer to the Upgrade Slots link on the right hand side, from there you may instantly upgrade your server size.

What voice codecs does NationVoice support?

Superior voice quality and the power to fully customize your server has always been a priority to NationVoice thus being the reason we offer you the most codecs available. With 39 codecs to choose from including both Speex and GSM codecs you have the ability for MAC and PC users alike to connect to your server. With codecs ranging from 8khz SPEEX to 44 kHz GSM you have the ability to customize your server to fit your exact needs.

May I demo your control panel before I purchase?

Of course, at any time you may demo our control panel by logging in at www.NationVoice.com with the user name of demo@nationvoice.com and the password of demo.

What type of customer support does NationVoice offer?

To simply put it, the best. With 24/7 support and the ability to speak with a support representative live, NationVoice has by far set itself apart the competition. NationVoice is a customer driven company meaning we do everything in our abilities to make the customers experience with NationVoice a memorable one.

I have further pre-sales questions I would like answered.

For any further pre-sales questions please e-mail Sales@NationVoice.com

General

I have just ordered, how do I log into my control panel?

You may log into your control panel at www.NationVoice.com. Insert your e-mail and password you signed up with into the Customer Control Center, if you can not remember your password please hit the "Password" button retrieve any lost passwords.

I have received my server information, how do I connect to it?

To connect to your server you will first need to open your Ventrilo client. Once you client is opened you will need to click the -> to the right of "Server" A box will pop up and allow you to hit New, once you hit new you may title your server whatever you desire. After you have set a new server name, you will need to insert your server ip. Your server ip (yourlocation.nationvoice.com) will need to be put where it says "Hostname or IP" followed by inserting your servers port number in the "Port" field. You will not need to insert a password in the password field upon your initial connection seeing that all NationVoice servers are initially installed as Public Servers.

My server is password protected, how do I connect to my server with the password?

To connect to a password protected server you will need to insert the password for the server at the same location you had inserted your ip and port to connect to your server. To do this, click the arrow next to "Server" on your ventrilo client. Click new to create a new server listing, title the server and then ok. Next, you will need to insert your ip in the field that states "Hostname/IP" and then put in your port in the location that states "Port" and finally in the field that states "Password" supply the password that is used to password protect the server. You will then need to hit ok and return to your ventrilo client to connect to your password protected server.

What information do I need to give to people who want to connect to my server?

For another user to connect to your server they will need to follow the same procedure that you had done to connect to your server. You will need to supply them with your ip (ex.yourlocation.nationvoice.com or your static ip) they will then need to insert the ip and port number into their ventrilo client and then hit ok followed by clicking connect.

How to make your server Mac compatible.

For a server to be Mac compatible the server must be set onto the Speex codec. To set your server to this required codec you will need to log into your control panel and go to Edit Server info and change your codec to any Speex codec. After you have set your desired level of codec you will need to update your control panel followed by a server restart.

I get the error "Unable to resolve DNS/Hostname" after I press the connect button.

When you defined the server you wanted to connect to you gave it a hostname instead of IP number. Host names look like "yourlocation.nationvoice.com" whereas IP numbers will look like "10.5.67.234" but without the quotes. Both formats are valid but if you give it a hostname then the name must be typed correctly. If the name you entered doesn't exist then this error message will be displayed. If you entered an IP address then you must have type in something other then numbers separated by dots.

I get the error "Unable to connect to server" after I press the connect button.

This can be caused by several things. When you defined the server you wanted to connect to your either A) typed the IP address wrong or B) entered the wrong port number. The server might not be online. Some kind of firewall/router is blocking your connection to the server. Norton Internet Security and Zone Alarm don't seem to play nice with each other. If you have both installed, or one installed before installing the other, then please read this thread for possible solutions. In either event the problem is between you and the server. There is nothing we can do about it and you will have to research the problem in conjunction with the server administrator.

I have further questions about my server.

For any further questions you may e-mail contact@nationvoice.com

Billing

What payment methods are available?

My payment has been completed in full, when will my server be online?

As soon as your payment has been completed in full your account will be online and ready to use with complete account information right on your web browser.

Will my account be subscription based?

Yes, all accounts at NationVoice are subscription based.

Payment failed and server was suspended. What must I do to re-activate my account?

Getting your server back online is simple. Please send a direct payment to us at paypal@nationvoice.com for the amount of your invoice due. Once you pay this amount, your server will be back online almost instantly.

How can I change my credit card information?

Please note you can update your credit card information at https://www.nationvoice.com/clients Login with your email address/password at http://www.nationvoice.com/clients Once there, you can go to the Profile section, and update your credit card information there. Please be sure to "apply or update" the changes at the bottom once you are finished.

I have been billed incorrectly, what do I do?

At times we understand that errors do occur and we wish to resolve them with clients as soon as possible. Should your account be double billed, please contact our billing staff (billing@nationvoice.com) or open a billing support ticket. Your account will be investigated and the adjusted appropriately. All billing errors must be reported to NationVoice Communications billing department (billing@nationvoice.com or via opening a billing related support ticket) within 30 days of the error, or they will not be honored.

Please note that you should always maintain only one PayPal subscription per Nation Voice Communication's service package. We are not responsible for the accidental creation of a second subscription, so please ensure your PayPal subscriptions are correct.

How do I cancel my service?

Your service with Nation Voice Communications, Inc. can be canceled by simply sending an e-mail to billing@nationvoice.com or opening a cancellation support ticket with your client information. Please ensure when canceling that you send your e-mail to the proper address or department with Cancel in the text of the subject line. Sending a request to another e-mail address may go unnoticed. Sending multiple requests, to multiple places may cause confusion, and delay, or otherwise hinder the cancellation process, if you send in a request, and do not receive an answer within 24 hours, then feel free to resubmit the request, and note the time/date of the original request. Nation Voice Communication honors ALL cancellation requests within the same 24 hour guarantee that we give to technical support tickets. We cannot stress enough the importance of canceling your Pay Pal subscription if that is your method of payment; we DO NOT refund monies paid to us from "Un-Canceled" subscriptions.

How do I cancel my paypal subscription?

To cancel an 'Active' Subscription:

Log in to your account at https://www.paypal.com by entering your email address and password in the Member Log In box.
Click the 'History' subtab.
Choose the 'Subscriptions' field from the 'Show' drop-down menu.
Check the 'From' box and change date back 1 year.
Click 'Search'.
To view the details of a specific 'Subscription Creation', click 'Details' in the Details column.
At the bottom of this page, click 'Cancel Subscription'.
On the confirmation page click 'Cancel Subscription' again.

Please note:

When viewing your subscription details, make sure you are clicking on the transaction that is titled 'Subscription Creation' and not a payment transaction.
The scheduled payment will need to be canceled at least one day prior to the scheduled date of the next payment.
Canceling a Subscription on the day of a scheduled payment will not guarantee the payment will not be sent.

I would like to give ownership of this account to someone else.

If you wish to transfer your account to another person, you will need to open a billing support ticket and request that service be transferred to the new person. Please include all of the necessary information including e-mail address, phone number, first and last name, address, zip, city, and state. We will contact the person you are transferring the account to and arrange the proper payment and transfer details with them and notify you when the move is complete.

Who do I contact for billing related questions?

At any time you may contact billing support by e-mailing Billing@NationVoice.com

Why choose NationVoice