Whenever you have any problem using your HCoop account, first ask yourself this question:
- Is this problem specific to HCoop, or is the answer probably general knowledge among people familiar with Linux and the Internet?
If your problem falls into the "general knowledge" category, feel free to ask about it on our hcoop-misc mailing list or in our IrcChannel. However, we don't consider our admins to hold any responsibility for answering this sort of question.
If you have a genuine HCoop-specific problem, you should poke around this wiki some first to see if the solution is already documented. You might also try our IrcChannel, if you aren't sure that a solution requires admin intervention. If neither of these approaches helps, then visit the support page on the portal, which will direct you to the proper place to report your issue.
Please never e-mail any of our admins directly about any problem. The support page leads you to several automated systems that help us manage workflow much better than we can with ad-hoc e-mail. Only in the event that some of our web-based support machinery is unavailable should you use e-mail, and then you should e-mail all admins at once at admins@hcoop.net . You will often find admins in our IrcChannel, but they are under no obligation to provide any support there, as managing support tickets through IRC is close to impossible.
It's worth stating explicitly that the support policy is no different for billing issues and other social administrative concerns. The same support page is the right place to start to report this kind of problem, and you will probably end up following the link to report a Bugzilla bug. Please use the "Financial" Bugzilla component for billing inquiries.