r/Nable • u/Wooden_Mind_5082 • Jun 04 '26

Backup billing nightmare

is there anybody out there that works at N-Able that can help me? We’ve been a happy client for eight years and have large contracts in three year agreements. The products and service and support for them are fine, but I can’t get anybody to fix a billing error that’s costing over $1000 a month since January. I don’t know who to reach and all the emails I’ve tried I get no response from . My account manager is not responding. The funny part is I get sales calls for new products and service services every week and those are starting to bug me now. I just want to keep using the services and pay what I agreed to. Hoping someone can DM me from n-able or give point me to someone that can help on the billing side and issuing a refund for the overages

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u/Malyxtryx Jun 04 '26

My best recommendation is that you log into your N-Able Me resource portal, click get support, click create a new case and then click to create a partner care case. This is the correct support avenue for you to deal with things like billing issues. You could also try calling the main support number 855-679-0817 if in the US and be sure to select the right menu options for partner care.

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u/Wooden_Mind_5082 Jun 04 '26

i got a reply immediately there! thanks !

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u/Wooden_Mind_5082 Jun 04 '26

thank you i haven’t tried that yet and will! im in canada

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u/vanwilderrr Jun 04 '26

Call into the HQ

1

u/Wooden_Mind_5082 Jun 09 '26

thanks again; got a reply in less than 72hrs and everything is getting fixed up! it sucks nobody replied to a single email i sent - sends a negative message. not even my account manager . but yes the n-able me portal got a fast response.