Technical Support FAQ

We have put together a range of information to help you identify most common problems and resolve them quickly. If you can’t find the answer here, you can always contact us and we will be happy to help answer your questions.

You can use our quick links to get to main sections.

Email FAQ

I cannot send or receive emails?

The most common issues relating to email problems is their set up. You must ensure you have the correct credentials (username and password), correct mail servers, and authentication method.

I can collect emails but cannot send any?

Check your set up as above. If the set up is correct, then the most likely issue is your IP Address. If your IP Address is on our Black List, then our server security will prevent you from sending emails. This is to stop spammers that might have hacked your account, using your email to send spam. To resolve this, you need a new IP Address from your ISP.

How do I change my Blacklisted IP Address?

If you have a fixed IP Address you need to contact your ISP who can apply for its removal from the Blacklist. If you are on dynamic IP Address simply power down your Router or ADSL Modem, or Reset it from the Management Page. The device will automatically acquire a new IP Address which hopefully will not be on any Blacklists.

Why am I getting warnings that my email account is full. What do I need to do?

Depending on your hosting account you will be allocated different storage for your email account. You can either upgrade your account or do some housekeeping and release storage. First delete all emails with large attachments. Second, delete all older emails (Do you really need emails that are 2 years old?). Finally, check your email application set up and make sure you have selected to empty Deleted emails on exit + remove deleted emails from the server, and if practical also set to remove emails older than 12 months from your server. These old emails will still be held in your Email Applications such as Outlook or Apple Mail, but they will be removed from the server to free up storage space.

Why My sent emails are returning to me as “Rejected Mail”?

Most common reason is that your email, domain or mail server has been black listed. This happens if your email has been cloned and is used for spamming. Take a copy of the message included in the rejection email and contact our support line.

How do I send emails if my email account has been blacklisted?

First contact us with any rejection email messages you have that leads you to believe you have been blacklisted. Whilst we try to remove you from the blacklist, use our Webmail server. Webmail uses a different email server and IP Address so the chances are your emails will get through.

FTP Issues

I cannot connect to my FTP?

Assuming you are using the correct credentials (FTP URL, username and password) the most likely reason is that your FTP connection is still Locked. Check how to Unlock FTP connection and the security reasons you should have it Locked if not in use.

My FTP application connects but fails to upload or download?

Check your FTP setting and try it on “Passive FTP”. Do not select “Secure FTP” or “Encrypted FTP” as these connections are only supported when you purchase SSL.

I want to allow my developer or a 3rd party to access my FTP?

We suggest you set up a separate FTP account from your Control Panel. FTP accounts are free and you can have as many as you want. Go to your Control Panel, select FTP Account, Select “ADD NEW”, allocate credentials (username and password), Set FTP to “Unlocked” by selecting the length of time or by IP Address that is authorised to use it, and send the 3rd party their credentials. Once their work is done, ensure their FTP account is locked.

New Account Access

I have just ordered a new Hosting Account, how do I access my hosting account?

Once your payment has been cleared you will receive an email confirmation. This will include URLs that enable you to access your Hosting Account, DNS, FTP Access, and Control Panel. If you have not received this email within 24 hours of placing your order, please contact our support line.

What is your NameServer?

Once your payment has been cleared you will receive an email confirmation. This will include URLs that enable you to access your Hosting Account, NameServer, FTP Access, and Control Panel. If you have not received this email within 24 hours of placing your order, please contact our support line.

I have ordered a new Hosting Account but I want to upgrade?

We will upgrade your hosting account for the first 30 days without any administration fees. After 30 days we may charge you a small administration fee.

How do I cancel my Hosting Account?

Just contact our support line and let us know you no longer need your Hosting Account and we will delete the account on your renewal date. We will give you a full refund if you cancel within 30 days of ordering any new Hosting Service. After the initial 30 days we do not give any refund. (VPS & Dedicated Servers may have different terms).