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Quick Answers to Common Support Questions

Having issues with your email or website?

Here are some solutions to frequently asked questions that our agents commonly resolve. Our knowledge base articles will help you solve issues and get things done!

Email Issues

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  • Troubleshooting Common Email Issues
    This article is intended to help investigate and troubleshoot common email issues. Email won't load or having issues with send and receive, read on!
  • I Can't Send Emails
    This is your troubleshooting guide if you cannot send emails from either Webmail or Mail Client.
  • I Can't Receive Emails
    This article provides basic troubleshooting steps if you're having issues with your incoming emails. 
  • Common Email Bouncebacks
    Are you getting a bounceback message? Here is a list of potential bounceback errors and their meanings. 
  • Email Client Setup
    Directions for setting up your standard emails, such as POP and IMAP. And links to all popular mail clients for desktop and mobile devices.
  • Email Management: Email Spoofing
    Email spoofing occurs when a spammer or other entity forges email headers so that they appear to come from somewhere or someone other than the actual source. It is often an attempt to trick the recipient into making a damaging statement or releasing sensitive information, such as passwords.
  • Email Management: How to Manage Your Spam Filter
    This article provides a walk-through process on how to enable a Spam Filter and Create a Whitelist or Blacklist Entry in the control panel.
  • Email Management: How to Delete Messages
    This article explains how to delete and back up your webmail messages if you already have full mailbox storage.
  • DNS Management: How To Update MX Records
    This article shows you how to edit your mail (MX records) to deliver your mail to the correct server and email boxes.
  • Email Management: How to Upgrade Mailbox Storage
    Need more email storage? This article will help you with how to increase your mailbox size. 
  • Email Management: How to Add a Forward to a Mailbox
    An Email Forwarding can be created by setting up a new mail forwarding address to its destination or adding it up to an existing mailbox. This option can be done by following the steps in this article according to your goals. 
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Password Issues

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DNS and Domain Issues

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Website Error Messages

  • 403 - Permissions issues
    If file or folder permissions are incorrect, you may see a 403 error.
  • 404 - File not found
    Typically, a URL is incorrect, a typo, or an element is missing from a page.
  • 500 - Internal server error
    Typically not really a server error but a misconfiguration on your site.
  • Clearing a Web Browser's Cache
    Clearing the browser's cache fixes some website issues, like loading or formatting problems. Be sure to restart also your browser or device after clearing the cache for changes to take effect. 
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  • Web Hosting Plans
    Our hosting plan gives you everything you need to get online at an unbeatable value. Visit the above link for hosting package details.
  • Hosting Cancelation and Auto-Renewal
    This article shows how to cancel, auto-renew, and park a hosting account.

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  • Introduction to FTP
    FTP stands for File Transfer Protocol. Computers use FTP when communicating over the internet. FTP allows computers to transfer files to and from each other.
  • FTP: How to Connect Using an FTP Client
    FTP clients are the preferred method when using FTP to transfer files. An FTP Client is an application that specializes in optimizing your FTP connection. FTP clients need to be downloaded and installed before use. This guide covers a popular FTP client called FileZilla. We recommend FileZilla because it is fast, free, and easy to use.
  • FTP: How to Create Multiple FTP User Logins
    The primary FTP user of your hosting account uses the same login credentials as your hosting account. Because of this, we highly recommend that you never share your primary FTP user credentials with a third party, even if they are your webmaster or website designer. You can create unique secondary FTP users with limited access to select website folders.
  • FTP: How to Change an FTP User Password
    This article provides a step-by-step process on how you can update your FTP Password in your Domains Dashboard.
  • FTP: How to Connect Using File Manager
    File Manager is built into your Control Panel and is helpful for uploading small groups of files. You can also use File Manager to organize and manage your website files.
  • FTP: How to Connect Using Windows Explorer
    Windows Explorer is used to view, open, copy, move, and manage your Windows PC files. When connecting via FTP, Windows Explorer can do the same with your website files.
  • What is SFTP?
    This article explains the meaning of SFTP and its difference from FTP. This also covers the process of how to connect to SFTP using FileZilla.
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