Help & Support

Thank you for visiting the CIMcloud Help Center!  You may have noticed that the Help Center is a little different...

Overview This article provides a high level organization structure of Website Pipeline, Inc (dba CIMcloud). The Two Divisions / Operating...

Introduction This page includes a list of the various resources you have available to get help with anything related to...

Overview This article explains how to submit a support task (sometimes referred to as a “ticket”) via CIMcloud’s Customer Self-Service...

How do I report an issue with my website, request help, or ask a general question? CIMcloud uses a Customer...

Overview CIMcloud’s Extranet allows CIMcloud customers to: Add, view, and track support tasks (also referred to as “tickets”) View and...

Overview This article explains the CIMcloud by Website Pipeline ticket severity classifications and response times for each classification. Website issues...

Overview Our normal business hours are 9AM – 5PM EST, but we provide our customers with after hours support for...

Thanks for Your Input! Have an idea that would make the CIMcloud product better and your job easier?  See things...

Overview This article explains the process that the CIMcloud product teams take to fix an “issue” (also referred to as...

As you may already be aware, there have been some recent large-scale changes in the sales & use tax landscape....

Introduction The sales & use tax landscape is constantly evolving. Due to some recent large-scale changes, businesses may be required...

Overview This article explains the steps you will follow to log in to Extranet, the CIMcloud Customer Support Portal, for...

Overview Effective July 1st, 2022, the state of Colorado will impose a $0.27 Retail Delivery Fee (RDF) on all deliveries...

Overview This article describes the network connectivity requirements for accessing Customer Sites and the Worker Portal. End-User Connectivity Requirements for...

Overview We frequently receive requests to switch credit card gateways on customer’s sites.  A majority of the time, this will...

Although CIMcloud websites never take a rest and we do monitor all sites 24/7/365, our offices are closed per our...

Overview This article describes how to collect troubleshooting information from your web browser. You may be requested to do this...

Overview  Are you missing a task or need to view a task that was previously closed? Follow the steps below...

Overview This article provides information on configuring your domain’s SPF, DKIM and DMARC DNS records to allow CIMcloud email servers...

Why are we receiving an annual price increase? Annual price increases are necessary to address the costs of product enhancements,...

Overview This article addresses an issue where Microsoft Defender SmartScreen shows that your website has been reported as unsafe.  While...

Upcoming Changes to UPS API UPS recently announced an upcoming change to their API.  We use this API to allow...

Overview Secure connections to your CIMcloud website are provided via an industry-standard TLS Certificate (also referred to as an “SSL...

CIMcloud Stance on ADA Compliance For our CIMcloud Platform and CIMcloud Customers Whose Websites CIMcloud Hosts On March 18th, 2022,...

This article applies to CIMcloud customers who are currently paying their monthly CIMcloud fee via auto-drafted Credit Card or ACH....

Effective Date: 9/21/2023 Purpose The purpose of this policy is to define the support boundaries for customizations implemented by customers,...

Overview This article provides a guide for disabling/deleting records to stay under the record count caps for Service Level 500...

Overview First, thank you for your business! This article walks through the steps you can take to pay your initial...

This article is for customers on legacy versions of the platform that use the WebDriver.  For customers on newer versions...

Audience for This Article This article is intended for CIMcloud clients notified that their classic website is being moved to...

Landing help center article for customers to navigate how-to self servicing payments, payment methods, payment method changes, contacting finance support, other billing and collections topics.

Landing page for Lockbox address and Direction for ACH/Wire payment methods.

Overview First, thank you for your business! This article walks through the steps you can take to pay invoices online...

Overview If you are ready to set up automatic payment for your recurring monthly fees, you’ve made it to the...

Upcoming Changes to FedEx API FedEx recently announced an upcoming change to their API. We use this API to allow...