The answer you are looking for is probably here
We have grouped the questions support receives most. If you cannot find your answer, write to us — we add new questions here.
Account and sign-in
I forgot my password — what do I do?
Use the "forgot password" link on the sign-in screen and a reset link is emailed to you. The link is valid for a limited time and can be used once. If the email does not arrive, check your spam folder; if it still has not, make sure the address is the one registered on your account.
How do I turn on two-step verification?
From the account page. When you enable it you are given a recovery code; if you lose your phone that code is the only way back into your account, so store it somewhere safe. If you lose the recovery code too, we reset it through a process that requires identity verification.
Can I change my email address?
Yes, from the account page. Notifications keep going to the old address until the new one is verified, so do not forget to click the verification link.
Can I transfer my account to someone else?
A transfer is possible but not automatic: you need to write to support and we verify the identity of both parties. We insist on this because account transfer is one of the most common routes for fraud.
Payment and invoicing
Which payment methods do you accept?
We accept credit and debit cards. Your card details are entered into the payment provider’s secure form; they never reach our servers and are not stored by us. Bank transfer is available for business customers on request.
Where do I get my invoice?
Your invoice is issued electronically once payment is approved and sent to the email address on your account. You can also download it from the orders page.
I entered my billing details wrong — can they be corrected?
Billing details cannot be changed after an order; correcting them requires issuing a new document. Write to support and we will look at it together. Remember to update your billing profile before your next order.
Do prices include tax?
The large figure on the storefront includes tax, with the net amount and the tax written separately just beneath it. No different number appears at checkout.
My payment failed — what happens now?
The order stays in "awaiting payment" and you can try again from the orders page. If your card was charged but the order did not update, wait a moment: the provider’s notification may be delayed and the system corrects this by itself. If it has not resolved after an hour, open a support ticket.
Renewal and cancellation
How do I cancel my service?
Turn automatic renewal off from the customer panel. There is no call to make, no reason to give and no form to fill in. The service ends by itself at the close of the period you have paid for.
Does cancelling stop my service immediately?
No. Turning renewal off does not stop the service now; you keep using it until the end of the period you paid for. If you change your mind, you can turn renewal back on before the period ends.
Will I get a refund?
The fee for a period that has started is not refunded, because the service is provisioned and made available to you immediately after payment. We do refund duplicate payments, services we could not start, and amounts charged in excess of the advertised price. The details are on the refund policy page.
Does the renewal price change?
Renewals are charged at the catalogue price on the day. If a price is going up, we email you at least 30 days before the renewal; we never charge an increased amount without notice.
Migration and setup
Will you move my site from another provider?
Yes, free of charge. Open a migration request from the panel and we copy your files, database and mailboxes. Your old site stays online throughout, and we change the DNS only after you approve.
How long does a migration take?
It depends on the size of the site; most are moved within the same business day. Large databases and many mailboxes can take longer. If it will, we tell you.
Do I have to move my domain too?
No. Your domain can stay with another company; changing the nameserver settings is enough. We send you the records you need.
When does my service open?
Hosting, servers, email and SSL are provisioned automatically the moment payment completes. Licences are issued through a supplier, so they become active within the same business day — we say so on the purchase page as well.
Technical
Which PHP versions do you support?
We support PHP 7.4 through 8.4, and you can select the version per site yourself from Plesk. ionCube Loader is installed on every plan.
How often are my backups taken?
Daily on hosting plans. Backups are kept in a separate location and you can restore them from the panel in one click. We recommend keeping your own copies of critical data as well — backups are a convenience, not the whole of the responsibility.
Can I send bulk email from the server?
No. Our email service is for correspondence; newsletters and campaigns are a separate job requiring IP reputation management. We recommend a dedicated email marketing service for that.
How do I find out about outages?
Planned maintenance is announced by email in advance. For unplanned outages we write out the cause and what we are doing about it; we do not fob you off with a line about "a temporary technical issue".
Did not find your answer?
Write and we will look at it — including questions before you buy. We do not apply sales pressure.