FAQ And Support

FAQ And Support

FAQ And Support

 

Below you will find our Frequently Asked Questions (FAQ). If you are missing an answer to your question, or a FAQ in general, please let us know using the support form below.

1. Domains - E-Biz 101:

How do I order a domain?

 

First, go to the ‘Shop’ and enter your domain. You will see directly if your domain is available to register. Click ‘register’ to claim this domain.

 

It is possible to register only a domain name. In case you plan to use the domain only for email purposes, an email plan will suffice. Should you want a website as well, an E-Biz Toolkit is necessary.

 

An E-Biz Xpress plan is ideal for small and general themed sites. An E-Biz PRO plan have more power and are ideal for larger businesses.

 

Lastly, fill in your details to complete your registration. In case that you already have an account, log in on the right side of the page.

 

If this is your first order with us, you will find a verification link in your email to confirm your details. Please click on it to confirm your account details with us, so we may process your order.

 

After you have verified your details, complete the payment to confirm your order. You will receive a confirmation of your order by email.

 

What is the difference between a domain and a sub domain?

While a domain is a full website address, totally independent of other domains, a sub domain depends on a domain. If for example “yourdomain.com” is your domain, then http://yourdomain.com and http://www.yourdomain.com would be your domain name’s address.

 

A sub domain name would be a name *under* your domain name, something like “subdomain.yourdomain.com”. Its address would then be: http://subdomain.yourdomain.com and http://www.subdomain.yourdomain.com.

 

It can say anything you want instead of “sub domain” and the nice thing is that unlike a full domain name, a sub domain does not need to be registered. You can add it for free.

 

How can I delete a domain from my account?

In order to delete a domain from your account, take the following steps:

 

1. Open the Domains tab.

 

2. Click ‘Delete’ for the domain you wish to delete.

 

3. Confirm the deactivation of the domain.

 

How do I redirect my domain?

 

To redirect your domain, take the following steps:

 

1. Open your Customer Area, and select the ‘Domains’ tab.

 

2. Select the domain you wish to redirect.

 

3. Select ‘Redirect domain’.

 

4. Fill in the destination URL.

 

5. Select the type of redirect. Each redirect produces a different HTML response code. The following three options are available:

 

  • 301: Permanent. We recommend using this one.
  • 302: Temporarily moved.
  • Mask domain: A mask domain uses an iframe to redirect the site. The displayed domain name in the address bar will be left intact.

6. Save the redirect.

 

In a few hours, your domain will redirect to the URL which you have chosen.

 

How can I transfer a domain?

 

To transfer a domain to another registrar, log in to your Customer Area. Go to the Domains tab, and find the details of the domain you wish to transfer, then open the Authcode tab. Give the code displayed to your new registrar to start the transfer of the domain.

 

Keep in mind to keep your auth code safe, and only give it to the receiving registrar. Additionally, some domains may have an exceptional transfer procedure, or different requirements. Check our Domains FAQ for more information regarding these.

 

Where can I find the auth code?

 

The auth code can be found by following the steps below:

 

1. Click on the ‘Auth code’ tab by the domain you would like to transfer. This will display an ´Outgoing transfers´ block above your domains list.

 

2. Click the ‘Auth code’ tab to view the auth code of that domain.

 

To be noted: do not disclose the auth code to anyone.

2. DNS (Domain Name System):

What is DNS?

 

The Domain Name System (DNS) is an technology that will translate your domain into an Internet Protocol address (IP).

 

What does TTL mean?

 

TTL (Time To Live) is the amount of time that your DNS record is cached in resolving name servers on the Internet, measured in seconds.

 

What are the default TTL settings?

 

TTL is defined in seconds and the default setting can be found in the zone file of your domain in Customer Area.

 

Where can I add DNS records?

 

You can add DNS records in the zone file of your domain in Customer Area, at the Domains tab. If DNS access options are not visible, it may be that you registered during our free promotion. If this is the case, please send us a ticket via Support, so we can evaluate your request.

 

Requests are evaluated on a case by case basis.

 

What kind of DNS records can I use?

 

By default you can use the following DNS records:

 

A-Records
Points the host name to a valid IP(v4).

CNAME-Records
Alias for another host name. Enter a valid host name/domain name in the content field.

MX-Records
Points the host name to a valid email server. The email server host name should be entered in the
content field, this cannot be an IP address.

TXT-Records
Free format record. Any data can be entered in the content field.

SRV-Records
The Service record is a category of data specifying information on available services.

3. Basic Website for Small Biz - E-Biz Xpress:

This plan is ideal for small, simple and general themed websites. It comes with 15 pre-design themes to choose from.

 

How can I start editing my website?

 

To start editing your website, take the following steps:

 

1. Log in to the Customer Area.

 

2. Go to ‘Website’.

 

3. Click on ‘Edit your website’ behind the domain you want to edit the website for.

 

4. Begin editing your website.

 

How can I add content to my page?

 

When you start Website Builder, there is a content area on the left side. Just drag one of the icons to your page and let go. The content will be placed instantly.

 

How can I choose a different design?

 

To choose a different design, take the following steps:

 

1. When you opened the editing of your page, click on ‘Design’.

 

2. Choose the design you wish to work with. It will show up instantly.

 

How can I change the background?

 

To choose a different background, take the following steps:

 

1. When you opened the editing of your page, you can click on ‘Background’.

 

2. Choose the background you wish to use. It will show up instantly.

 

How can I change colors?

 

To choose a different color, take the following steps:

 

1. When you opened the editing of your page, click on ‘Colors’.

 

2. Click on the color of the section you wish to change.

 

3. Select a color, this will show instantly.

 

How can I add a page to my website?

 

Go to ‘Pages’ at the left side of the page. Fill in the name of the page and click on the ‘Ok’ sign.

 

How can I add Google Analytics code to my website?

 

Go to ‘Settings’. You will see a field where you can paste the code. Click on ‘Save’.

 

Can I add a meta description?

 

Go to ‘Settings’. You will see a field where you can paste the meta description. Click on ‘Save’.

 

How do I publish my website?

 

Click on ‘Publish’ at the left side of the page. Confirm that you wish to publish your website.

4. Web Design For Small Biz & Individuals - E-Biz PRO:

How do I order an E-Biz PRO hosting plan?

For an elegant and powerful website this plan is ideal for larger sites with a more polished look and functionality. Begin by purchasing a domain name. Then order directly from the product features page and we’ll set it up for you within 24 hours. All the content will be already set up for you so that all you have to do is repace the dummy content with your own. Coming soon!

5. Domain-Based Email:

How do I forward my email to another email address?

 

To forward your email, take the following steps:

 

1. Log in to your Customer Area.

 

2. Click on ‘Email’ in the menu.

 

3. Click on the domain of the service you want to manage.

 

4. Click on ‘Forwards’ on the left side of your screen. An overview of the current aliases will appear.

 

– To change a current alias click on ‘edit’ at the right of your screen.

 

– To add a new one click ‘Add forward or alias’. Here you can create new email addresses and set up a forward.

 

How do I get my free mail?

 

In order to use your free email service, you need to have a domain registered. A domain name is used to point your email to the right box, and is used to make mailboxes with your domain.

 

To see how you can order a domain, check under Domains.

 

What is my email user name?

 

Once you create a new mailbox you will be asked to supply a user name. This will be the user name of your mailbox. An overview of your mailboxes and user names can be found under ‘Email boxes’ at ‘Email’ in the menu of the Customer Area.

 

How can I change my password for a mailbox?

 

To change your password for a mailbox, log in to the Customer Area and click on ‘Email’. Take the following steps:

 

1. Click on the domain of the (hosting) plans you want to manage.

 

2. Click on the mailbox for which you want to change the password.

 

3. Click on ‘Edit’ at the right side of your screen to change the password of the mailbox.

 

How do I add a mailbox to my domain?

 

To add an extra mailbox, take the following steps:

 

1. Click on the domain you would like to manage.

 

2. Click on mailboxes on the left of your screen.

 

3. To create a new mailbox click on ‘Add mailbox’.

 

4. Set a user name, password and the size of your mailbox.

 

5. Click ‘Save’ to confirm the settings.

 

How do I create an email alias?

 

To forward your email, take the following steps:

 

1. Click on ‘Email’ in the menu.

 

2. Click on the domain of the service you want to manage.

 

3. Click on ‘Forwards’ on the left side of your screen. An overview of the current aliases will appear.

 

– To change a current alias click on ‘edit’ at the right of your screen.

 

– To add a new one click ‘Add forward or alias’. Here you can create new email addresses and set up a forward.

6. OX App Suite:

This a Business E-Mail and Information Management Software.

 

Why can I not get the Document Viewer with the free version?

 

OX Document Viewer is not available as part of the free version of Hosted OX App Suite. If you wish to use OX Document Viewer we advise you to upgrade to the commercial version.

 

Which devices can be used?

 

You can use any device, including rich clients (Windows desktops and notebooks), thin clients and even tablets and smartphones. The only requirement is an HTML5 compatible browser and – at least today – a network connection.

 

What is OX Drive?

 

OX Drive allows you to synchronize and share files and folders from the desktop and from your mobile devices.

 

OX Drive is available through the browser as part of Hosted OX App Suite. OX Drive clients are available for Windows, OSX, iOS and Android and allow you to synchronize files between your PC’s, Notebooks and Mobile Devices and Hosted OX App Suite.

 

What are the requirements for OX Drive clients?

 

– OX Drive for Windows requires the latest Versions of Windows 7, Windows 8;

 

– OX Drive for iOS requires an Apple iPhone on iOS 6 / iOS 7 or an Apple iPad on iOS 6 / iOS 7;

 

– OX Drive for Mac OS requires at OS X 10.8 (Mountain Lion) or Mac OS X 10.9 (Mavericks);

 

– OX Drive for Android requires a smartphone on Android Jelly Bean (4.1 – 4.2) or Tablets on Android Jelly Bean (4.1 – 4.2).

 

How do I install OX Drive?

 

Download and install the correct OX Drive client for your mobile device and follow the instructions in the Wizard. Be prepared to enter the server URL and your credentials for the server.

 

How do I share a file or folder?

 

This is currently only possible from the web UI of Hosted OX App Suite. In the windows client (if the shell extension is installed) you can right click on a file/folder and click ‘Open in OX AppSuite’ which opens the web UI of Hosted OX App Suite for you. In the web UI of Hosted OX App Suite you have the option ‘Share folder’ or ‘Share this file option’ – both will create a unique link that you can send out to any external user.

 

I installed OX Drive, what’s next?

 

On Windows you can easily enter the OX Drive folder by right clicking on the OX Drive tray icon and choosing ’Open OX Drive folder’. This opens the windows explorer. Maybe you can already see some files and folders that are synchronized. You can now add, change or remove files and folders normally.

7. Secure Sockets Layer (SSL):

What is SSL?

 

SSL is a protocol used to secure connections from surfers to the website. Using SSL will make everything you visit on that website safe from eavesdropping and tampering. Most websites from banks and governments use SSL to ensure the data sent is secured. SSL can also be used on email. Until recently only websites that kept customers’ information needed SSL certificates, but now Google will use it as a ranking factor. Check their announcement here.

 

Why should you get SSL?

 

You want to make sure that data that you fill in on a website is sent to the correct persons instead of someone who wants to do harm with your data. Using SSL you can make sure this is the case. Securing the connection between client and server is the best option to give users a good feeling about your website which can result in higher sales. Also knowing the fact that your data is secure sends out a professional statement.

 

How to order a SSL certificate?

 

To order a SSL certificate, take the following steps:

 

1. Make sure you are logged in to your Customer Area before proceeding.

 

2. Open the shop page for SSL, and select “Order” “for the package you wish to order. If you are already in the middle of an order, please find the product onder the SSL tab.

 

3. You will be asked for the domain name in question. Always supply the domain name without www. In front of it. This will be added automatically.

 

4. After confirming your order is correct and complete, complete the payment to have the product and SSL certificate delivered.

 

The certificate will be installed manually. Should we require additional information (such as with Globalsign certificates), our tech staff will contact you in a ticket, requesting this information.

8. Payment / invoices:

Where can I find my invoices?

 

You can find your invoices once you are logged in to the Customer Area. Click on ‘Billing’ in the menu of your Customer Area. An overview of your orders will appear. Here you can view your invoices in HTML or download them as PDF.

 

How can I see the contents of my invoice?

 

You can view your invoice in HTML or you can download your invoices as PDF at ‘Billing’ in the Customer Area. To be able to view the PDF, you need a program like Adobe Reader.

 

How can I pay my invoice?

 

The status of your invoice is shown at ‘Billing’ in the Customer Area. Unpaid invoices will have the status ‘Open’. To pay the invoice, use ‘Start payment’ and select the preferred payment method. After paying the invoice the status will change to ‘Closed’.

 

Which payment methods can I use?

 

We currently support the following payment options:

 

Paypal.

 

Where can I see the status of my order?

 

Log in to the Customer Area and go to ‘Billing’ to see an overview of your orders. Here you can also start payment of orders which haven’t been paid yet.

 

How can I confirm a open order?

 

To confirm an open order, take the following steps:

 

1. Look up the order you wish to confirm and click ‘Start payment’.

 

2. Click ‘Select payment method’ on the next page.

 

3. Agree to the terms, ‘Confirm order’ and complete the payment.

 

My payment did not succeed, how can I restart the payment?

 

1. Go to ‘Billing’.

 

2. Click on ‘Start payment’ of the order you want to pay.

 

3. Follow the steps to finish the payment.

9. Orders / renewals:

Where can I see when I ordered a product?

 

Click in the Customer Area on ‘Orders’. The column ‘created’ states the creation date of the order.

 

What does ‘There are problems processing this order’ mean?

 

Your order cannot be processed, because an action is required. For example, the payment hasn’t been completed. Start payment to compete the order.

 

If your payment was completed successfully, submit a ticket. We will see what the issue is.

 

Do my products automatically renew?

 

Domains will not automatically renew. To renew your domain, take the following steps:

 

1. Check the box to the left of the products and click ‘Renew’.

 

2. Agree with the terms and agreements and click on ‘Confirm order’.

 

3. Select your preferred payment method and complete the renewal.

 

How can I renew my products?

 

When your products are set to expire you can renew them manually. When you click on ‘Renewals’ in the Customer Area, you will find an overview of products which can be renewed. No renewals means no products are set to expire within the near future.

 

To renew your products, take the following steps:

 

1. Check the box to the left of the products and click ‘Renew’.

 

2. Agree with the terms and agreements and click ‘Confirm order’.

 

3. Select your preferred payment method and complete the renewal.

 

How can I stop renewing my products?

 

Your products will not automatically renew. If you do not want to renew your domain, no action is required. The domain will automatically expire.

 

You can also delete the products right now, without awaiting their expiration date. An E-Biz Toolkit plan plan can be deleted under ‘Website Builder’, domains under ‘Domains’.

 

When will my products renew?

 

Your products will not automatically renew. If you do not want to renew your domain, you do not have to do anything. The domain will automatically expire.

 

How can I renew my E-Biz Toolkit Plans?

 

When logged in to the Customer Area, go to ‘Renewals’ to check if there are any products that need to be renewed. To renew products, take the following steps:

 

1. Click on ‘Renew’ at the right of your screen of the products you want to renew.

 

2. Agree with the terms and conditions and confirm your order.

 

3. Click on ‘Select payment method’.

 

4. You see an overview of the payment methods. Select the one you want to use.

 

5. Make the payment. Your renewal will be processed within the hour.

 

Where can I see when my products will be renewed?

 

To see when products will be renewed, you log in to the Customer Area. You products can be renewed before the expiration date. The expiration date of your hosting plans can be found under ‘Hosting’, the expiration date of your domains can be found under ‘Domains’.

 

10. Guarantee & Cancellations:

Domain name purchases are final for one year. If you don’t want to continue using your domain, don’t renew it when it expires (within a year of registration).

 

You can try the 1 page website plan for 30 days before purchase for only $0.50.   You may continue to try it as long as you want for $0.50 per month.  The 1,000 pages plan plans is almost exactly the same except for the  premium themes, images, and plugins.  The additional plugins include contact form, guest book, buttons, slider, image gallery, video, RSS feed, custom HTML, Paypal buttons and shop plus more hosting power and pages. So there’s no need to try them also. However, we believe that by using the demo you can test the software enough so as to make your purchase decision. Therefore, we don’t offer money back guarantee.

 

If by when your product expires and you don’t want to continue using it don’t renew (check the Orders/Renewals section).

11. Contact details:

How do I change my contact details?

 

Log in to the Customer Area and click on ‘Profile’. Click on edit to change the details of your profile.

 

Some domains place restrictions on what details you can edit. If you receive an error while updating your details, send us a ticket.

12. Support:

How can I submit a new support ticket?

 

To submit a ticket, take the following steps:

 

1. Log in to Customer Area and click on ‘Support’.

 

2. To start a new ticket click on ‘Create a new ticket’ to the left of your screen.

 

3. Select what the ticket is regarding to, add your emailadress and supply a subject.

 

4. Write down your issue in the ‘Body’-block and ‘Save’ when you are done.

 

How can I reset my ‘Customer Area’ password?

 

You can change your ‘Customer Area’-password in the Customer Area or from the login page. Change your password in Customer Area.

 

1. Log in to the Customer Area.

 

2. In the right upper corner you will see your user name. Click on this and choose ‘Change password’.

 

3. Change the password and click ‘Save’. Your password is changed. Change the password from the login page.

 

1. Go to the login form.

 

2. Click on ‘Forgot password’.

 

3. Enter your email address and user name. You will receive a mail with a link to change your password.

 

4. Click on the link set a new password.

 

5. Click on ‘Save’. The password is changed.

 

What to do when I have lost my password?

 

If you lost your password, feel free to request a reset. You will receive an email containing further instructions. Reset password

 

Where can I see the history of my support tickets?

 

An overview of all your tickets can be found under ‘Support’ in your Customer Area. The tickets are categorized by the date of last update. The most active tickets are shown on top. The older and completed ones are shown at the bottom.

 

How will I know my ticket has been answered?

 

When you have a reply on an open ticket, you will receive a notification by email. Log in to Customer Area and click on ‘Support’ to view the reply. Click on the ‘Ticket ID’ to open the specific ticket.

 

Can I delete a certain ticket?

 

Currently, it’s not possible to delete a ticket. We feel it’s important to maintain a complete history. If there is a compelling reason to remove a ticket, please submit a ticket.

 

Can I edit my support ticket?

 

You can not edit your ticket. You can, however, add a reply with additional information.

 

In order to do so take the following steps:

 

1. Log in to ‘Customer Area‘ and click on ‘Support’.

 

2. Click on the ‘Ticket ID’ of your support ticket.

 

3. Click on ‘Add reply’ to add additional information to your ticket.

Do You Have More Questions? Just Contact Us Using the Form Below:

 

Please enter your contact details and a short message below and we will try to answer your query as soon as possible.

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