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We Fully Support Our Customers
We strive to provide 100% customer satisfaction! No matter what the issue, we assure that you will be provided dedicated customer support. At this time we provide email and ticket system support. The time frame for a responce to an issue is 12 hours. We monitor out support system constantly and pride ourselves on quick acurate issue resolution.
Important
When contacting Support please include your User ID and Password. With out these two items we will not be able to authenticate you.
Please refer to the list below first before contacting Support. Your answer maybe right in front of you.
To create an Express Support Ticket Click Here.
Basic Knowledge Base
Pre-sales questions:
Q. Will you place ads on my site?A. We will NOT place ads on your site.
Q. Do you allow sites to advertise for money, on their web site?
A. Yes, we allow sites to have commercial advertisements.
Q. What forms of payment do you accept?
A. We accept most majore credit cards, money order, and paypal.
Q. Are your server's Unix, or NT?
A. Our servers are Linux Red Hat 7.3. and Red Hat 9.0
Q. Do you allow adult sites?
A. Yes, we allow adult sites. As long as the content is legal there is no issue.
Q. Is tax included with my monthly or yearly plan?
A. Yes, tax is included with the listed price.
Q. What control panel do you use and do you have a demo?
A. The control panel we use is called Cpanel. A demo of Cpanel can be found here
Login with the username demo, and the password demo.
Q. Can I pay monthly?
A. Yes, you may pay monthly
Q. Can I host friends?
A. Yes, you may host your friends.
Q. How long does it take to setup my account?
A. Your account will be setup within 24 hours of ordering.
Q. Are there any hidden costs, or setup fees?
A. No
Q. Do you offer telnet or shell access?
A. No due to security reason's we do not offer telnet or shell access. You are still able to unzip files on the server using our file manager as well as the ability to setup cron jobs.
Q. Can I password protect directories?
A. Yes you can password protect directory's within CPanel.
DNS Information:
Q. How long does it take to get my domain working?A. It usually takes 24-48 hours for a domain to fully propagate.
Q. What do I set my domains name server's to?
A. Please read your welcome e-mail if you have lost your welcome email you can email us requesting your dns Information. Most nepawebhosting.com accounts are set for these Name Servers: ns1.nepawebhosting.com, ns2.nepawebhosting.com. If you have any questions please email support.
Q. Does my package have a shared or dedicated IP address?
A. Currently all hosting packages come with a shared IP address (74.53.227.114). All ecommerce packages come with a dedicated IP address. To find out what this IP address is refer to your signup account email or contact support. If you would like a dedicated IP address click here. There is a $30 charge per IP per year.
Q. Do you have a manual for our control panel?
A. Go to http://www.cpanel.net/docs/cp/index.html
Q. Where do I go to login to my control panel?
A. You go to http://www.nepawebhosting.com/cpanel or http://www.yourdomain.com/cpanel
Q. How do I make sub-domains?
A. To make a sub-domain login to your control panel and click "Domains" inside of domain management you will see a place to manage and add sub-domains.
Q. Where can I download a free FTP?
A. We recommend downloading FileZilla from here
Q. It's not letting me upload my files what's wrong?
A. Make sure you are uploading to the right web directory which is the public_html folder.
Q. Why isn't my FTP program connecting?
Q. Why doesn't my ftp program connect to the server?
A. Please allow 24 hours before using ftp.yourdomain to connect to our server.
Q. Why doesn't my ftp password change when I change my Cpanel password?
A. Please allow 24 hours for your FTP password to sync with your Cpanel password.
When connecting using FTP please use the following information:
Server Address/Hostname: ftp.yourdomain.com or 74.53.227.114
User/ftp logon: (specified in yourdomain.com/cpanel) or username used to login to cpanel
FTP Password: (main account password or specified in yourdomain.com/cpanel)
Q. What is the path to my users files?
A. The path is /home/username/public_html
Q. What is the local path to perl?
A. The path to perl is /usr/bin/perl
Q. What is the path to curl?
A. The path to curl is /usr/bin/curl
Q. What is the path to ImageMagick?
A. The path to ImageMagick is /usr/bin/
Q. What is the path to convert for ImageMagick?
A. The path to convert is /usr/bin/
Q. What is the path to sendmail?
A. The path to sendmail is /usr/sbin/sendmail
Q. How do I create email accounts?
A. To create an email account login to your control panel and click add/remove email account's.
Q. What do I put for both incoming and outgoing mail server?
A. For both incoming and outgoing mail server put mail.yourdomain.com
Additionally please make sure both your incoming and outgoing mail servers are set to require authentication. You will logon using your email address and password. The outgoing mail server port should be set to 26 (normally 25 or 2525) You can also use your ISP's outgoing mail server.
Q. Where do I go to check my emails using my browser?
A. yourdomain.com/webmail/ or http://www.nepawebhosting.com/webmail
Q. How can I setup webmail to go directly to horde, neomail or squirrel mail?
A. Login to the one you prefer to use after doing so copy the entire url from your address bar. You will not login to your cpanel and create a subdomain to go to the address you just copied.
Q. None of my cgi scripts are working on the server. How do I get them to work?
A. Make sure that they are chmoded to 755
Q. How do I create databases and manage them?
A. Login to your cpanel and click MySQL Databases. After your database is created you can manage it from phpmyadmin. This can be found at the very bottom of the MySQL page.
Q. What version of php are you using?
A. We are using version 4.3.3 and 4.3.4
Q. What version of perl are you using?
A. We are using version 5.6.1.
Q. What version of MySQL are you using?
A. We are using version 4.0.15
Q. What version of cpanel are you using?
A. Our servers automatically stay up to date with the most recent stable Cpanel version.
Q. How do I get the 30 day money back?
A. Simply email us your username, password, and why you wish to cancel within thirty days, and we process your refund in less then 24 hours and you will receive your refund within 5-7 business days (depend on financial institution)
Q. How do I make a payment?
A. Payments can be made by sending a moneyorder (Sorry no personal checks) or by paying directly with a credit card through the invoice link sent via email occording to your billing arrangment. Address information will be included in invoice email.
Q. How do I stop billing?
A. If you wish to close your account simply email us your username, password, and why you wish to cancel. You must also include "I give you permission to delete my website and all of it's content." Please be sure to backup all content/emails before sending this request. Accounts and all information will be deleted within 24 hours of receiving this cancelation email. If you wish to obtain a full CD/DVD backup of your account please email sales. There will be a $10 charge for this hard copy backup service.
Q. What is the difference between shared ssl and private ssl?
A. A shared ssl displays as https//rondo.websitewelcome.com/~yourusername/
A private ssl would display as https://www.yourdomain.com in the address bar.
Q. How do I purchase a private ssl from you and what type is it?
A. Please email sales to do so.
Q. Whats the path to the free shared ssl?
A. To use the shared SSL you will need to reference the secure connection by using the following URL
https://rondo.websitewelcome.com/~yourusername (this will secure anything within the public_html directory)
Q. I'm going to purchase my own ssl what do I need to know?
A. Our servers are Apache + Mod SSL. You will also need a CSR (Certificate Signing Request) Please click here to fill out the form and you will receive your request via email within 24 hours. Additionally you will need a dedicated IP and installation of the SSL certificate. The dedicated IP can be purchased for $30 for the year and the SSL Installed is a one time $15 charge. Both can be requested by filling out the SSL installation form. To have the SSL installed on the server you will need to email the certificate bundle to support (include account credentials). To request a SSL installation click here.
Q. How do I transfer a ssl?
A. Every place that sells ssl's has a different transfer procedure. You will need to ask the supplier you purchased it from.
Q. READ THIS BEFORE SETTING UP A SUBDOMAIN!
A. To create a sub domain cpanel asks for the name you wish to use. MAKE SURE the subdomain name you give it doesn't have a folder already named that name. If it does the sub will not work. Example... I want to create the subdomain test.hostgator.com so my sub name is going to be test. If I already have a folder in my ftp named test I need to delete it or rename it to something different before I create the subdomain with the test name from cpanel.
Q. What is a subdomain?
A. www.domain.com is a domain name. A subdomain is anything that replaces the www in a domain name for example forum.aol.com is a subdomain. www.forum.aol.com is not a subdomain.
Q. What is an addon domain?
A. An addon domain is a fully functional domain that will work out of a folder in your main sites ftp. This is usefull when running multiple websites on the same hosting plan. This ability maybe limited based on your package. To connect the addon domain you will need to change the name servers to ns1.nepawebhosting.com and ns2.nepawebhosting.com or point the A Record information to 74.53.227.114 (this address may change based on your current package to be sure contact support for full deatils)
Q. READ THIS BEFORE SETTING UP AN ADDON DOMAIN!
You cannot create an addon domain if your dns hasn't proprograted to the server already. So after you change the sites dns you are trying to add you will need to wait 24-48 hours before attempting to create your addon domain.
A. There are three fields cpanel asks for when creating an addon domain.
1. "New Domain Name:" You will put in the newdomain.com do not put www in the name!
2. "Username/directory/subdomain Name:" This will be the folder cpanel creates in your main accounts ftp. MAKE SURE that the name you give it doesn't already have a folder. Example... If you want to give it the username chris. You cannot have a folder in your account named chris already. If you do and still try creating the username for the addon domain to be chris you will mess a lot of things up!!!
3. "Password:" fill in any password you want here.
Q. Help I added an addon domain why did it say subdomain added?!!?
A. It creates it as a subdomain by creating the folder within your main sites ftp. Please ignore this! It is a fully functional domain name. It is only called a subdomain when in fact it is an addon domain.
Still haven't found your answer? Click Here to create an Express Support Request.
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