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Most hosting questions have a quick answer. The guides below cover what our support team is asked most often, so you can fix things yourself at any hour. If your question is not here, open a ticket and a human will pick it up.

Getting started after you order

Your welcome email carries your cPanel address, username and password, plus the nameservers to point your domain at. Nameserver changes propagate worldwide in anywhere from a few minutes to 24 hours, and there is nothing to do but wait once they are saved at your registrar.

If you bought a domain and hosting together, the domain is already pointed for you and your site will answer as soon as you upload it.

• Log in to cPanel from the link in your welcome email, or from the Client Area under Services
• Upload your site to the public_html folder, or install WordPress with the one-click installer
• Create email accounts under the Email section of cPanel
• Point your domain's nameservers if you registered it elsewhere

Email that will not send or receive

Nine times out of ten this is either the wrong port or an incorrect password. Use port 465 with SSL for outgoing mail and 993 with SSL for incoming. Your username is always the full email address, not just the part before the @ sign.

If mail you send lands in spam, add an SPF record for your domain. We can add it for you if DNS records are unfamiliar territory.

SSL, HTTPS and the padlock

Every plan includes a free SSL certificate that renews on its own. If your browser still warns about the connection after the certificate is installed, the usual cause is mixed content: the page is loading an image, script or stylesheet over plain http. Updating those links to https clears the warning.

Backups and restores

Backups are taken regularly and you can also generate your own from cPanel at any time. Before a big change to a live site, take a manual backup first - it takes a minute and saves hours.

Need a restore? Open a ticket with the date you want to go back to and what should be restored: files, the database, or both.

When to use which channel

Live chat is quickest for short questions and account checks. A ticket is better for anything that needs investigation, because it keeps the history and logs in one place and it reaches the engineers directly. For anything affecting a live site that is down, open a ticket and say so in the subject line so it is triaged first.