PDI FAQs

Shipping , Tracking and Returned Equipment Information
Shipping, Tracking and Returned Equipment Information 

Question: How do I request a return label for my equipment?
Answer: If you have access to the Customer Portal, you can create a work order and request a label within
the system. Otherwise, please email our orders box ([e-mail]) and someone will
assist. Please note that we will need the site address the equipment is being returned from, as well as the
email address the return label should be sent to.

Question: How do I know if my equipment has been returned?
Answer: If you are a Firewall as a Service/Paysafe/SPG customer, please log into the Customer Portal and
submit a Work Order requesting this information. If you are an SCA customer, please contact our billing
team at [e-mail].

Question: How do I get tracking information for equipment I ordered?
Answer: You should have received an email from PDI with this information. If you do not have one, please
email our team at [e-mail] for assistance. Please note for Ground shipments it
may take up to 5 days from the placement of your order to receive this information.
Technical Information.

Question: How do I get IP information for services I ordered?
Answer: Please contact either the Paysafe or Cybera Support Team and someone will assist.

Question: I’m a registered user and having issues with VNOC, who should I contact?
Answer: Please contact either the Paysafe or Cybera Support Team and someone will assist.

Question: How do I get access to VNOC or the Customer Portal?
Answer: Please visit our Portals page (link to page) for assistance. If you still need help, reach out to our
CSM team at [e-mail].

Question: How do I get tracking information for equipment I ordered?
Answer: You should have received an email from PDI with this information. If you do not have one, please
email our team at [e-mail] for assistance. Please note for Ground shipments it
may take up to 5 days from the placement of your order to receive this information.
Sales and Account Information 

Question: Who do I contact to order additional services?
Answer: Please contact your Account Executive. If you’re not sure who that is, please reach out to sales at
securitysolutions [e-mail]

Question: I need all my equipment and site information. Who can help me with this?
Answer: If you have access to VNOC, you can pull a report with all this information. Otherwise, please
contact our CSM team at [e-mail] and someone will assist.
Billing, Payment, Invoice and Credit Information 

Question: Can I see my invoices online?
Answer: If you are a Firewall as a Service/Paysafe/SPG customer, please log into the Customer Portal to
view your invoices. If you are an SCA cus-tomer, please contact our billing team at
[e-mail].

Question: How do I change my method of payment?
Answer: If you are a Firewall as a Service/Paysafe/SPG customer, please log into the Customer Portal and
if you are an Admin you can update your payment information. If you are an SCA customer, please contact
our billing team at [e-mail].

Question: Why didn’t my ACH go through on my payment?
Answer: If you are a Firewall as a Service/Paysafe/SPG customer, please log into the Customer Portal to
see payment information. Please note if a payment is declined, any automated features are turned off until
payment is resolved. If you are an SCA customer, please contact our billing team at
[e-mail].

Question: My service was turned off for non-payment. How do I get my service restored?
Answer: For Firewall as a Service/Paysafe/SPG, please contact our Billing team
at [e-mail]. If you are an SCA customer, please contact our Billing team at
[e-mail]

Question: How to I apply a credit towards my invoice?
Answer: If you are a Firewall as a Service/Paysafe/SPG customer, please log into the Customer Portal and
look to see if there are any Unapplied Credits. Click on the “Apply Credit” icon and apply to the appropriate
invoice(s). If you are an SCA customer, please contact the billing team at
[e-mail]

Question: I sold my business but am still receiving a bill. Who can help me get this resolved?
Answer: You will need to either complete the Transfer of Ownership form with the Buyer, or submit a
disconnect request to stop billing. Both of these forms can be found here: PDI Security Solutions
Termination of Service/Disconnect Request Form and Transfer of Ownership Form. Please note that if the
form has already been submitted, we may be waiting on the new owner to sign their contract. You will
continue to get invoiced until the new owner has complet-ed the transfer, and you may want to reach out to
them to complete this process. It is not PDI’s responsibility to follow up with the new owner. You also have
the option to disconnect service to stop billing.

Question: My site is no longer active, how do I deinstall/disconnect service?
Answer: If you are a Firewall as a Service/Paysafe/SPG customer, please log into the Customer Portal to
Deinstall your service. Otherwise, you can find the form here: PDI Security Solutions Termination of
Service/Disconnect Request Form and Transfer of Ownership Form. Please check your contract to see if
you will need to return equipment to PDI. If equipment is not returned per your contract, you may be charged
a fee.
Order and Project Information 

Question: How can I get the status of my order?
Answer: If you are a Firewall as a Service/Paysafe/SPG customer, please log into the Customer Portal,
please log into the portal for status. Otherwise, please contact us at [e-mail]

Question: What is the status of my project?
Answer: Please contact your CSM at [e-mail]

Question: How can I get a report with site and IP information?
Answer: Please contact the CSM team at [e-mail]

Question: I can’t find an answer to my question. Who should I ask?
Answer: Please contact the CSM team at [e-mail]

Question: I placed an order, but now I need to cancel it. How do I do that?
Answer: Please contact us at [e-mail]

Question: I need access to your portal. How can I gain access?
Answer: Please visit our Portal Access page for additional information on how to register.