Customer Care Center

1. I type in my domain name in a browser but my site doesn't come up?

It usually takes two business days for a new or transferred domain name to start resolving to our servers. If you previously had your site hosted somewhere else, your domain name registrar will need to be notified of your new name servers. If you need assistance with the transfer, just let us know and we'll be happy to help you. Many registration companies require a username and password in order to make a transfer request, so we'll need this information from you in order to make the request. Just open up a new support ticket and let us know this information and we'll make the request for you.

When you open an account with us, we put up a temporary under construction page for you and the name of the file is index.html. Servers recognize a variety of file names as home pages, and index.html is the most commonly recognized name. If you upload your own home page and name it index.htm and don't delete our index.html Under Construction page, our servers will continue to recognize the index.html page as the home page. Just delete or overwrite our index.html file and your new home page will show up!

This is caused by not having a home page file inside of your www directory. Once you upload your homepage file into this directory, the error message will go away and your new home page will load. Our servers recognize a number of file names as home pages: the most common ones are index.html and index.htm.

User names and passwords are case sensitive. So if your password is KiWis, then kiwis won't work and neither will KIWIS. If you recently changed your password, did you change it to one that is longer than 8 characters? Our system will only accept passwords up to 8 characters long and will truncate them to 8 if you assign a new password that is too long. Try using just the first 8 characters of your new password and this should get you into your control panel.

This problem is usually related to our POP authentication procedure. When you attempt to send mail, the system requires that you authenticate to the server first. The way the server does this is that it first requires you to log into your pop account with the username and password you created when the pop account was set up through the mail manager. After you authenticate by logging in you have a period of 15 minutes to send mail. After this 15 minutes expires you will need to reauthenticate - if you don't you get an error message.

This may sound more complicated than it actually is. For instance, when Outlook is opened it automatically presents you with a username and password box. After you type these in, Outlook does the rest. Usually you can just send and receive mail and Outlook will automatically resubmit your username and password combo. However, it does so only when you hit the send/receive button. If you only hit the send button your password is never resubmitted. Typically the password is only required when receiving (popping) mail. As you can see the process defaulted to by Outlook is backwards with respect to our authentication procedures. Outlook first sends mail and then receives mail. This is where the failure comes in. On our system you need to authenticate (receive) first and then send.

6. I'm trying to forward my e-mail but it's not working.

In order to avoid endless mail looping on our server, which can bog it down and ultimately may cause it to go down, you will be unable to forward mail as follows:

box1-->box2-->outside address

This scenario will only send the mail to the server location for box2; it won't send the mail to the outside address. If you want box 1 to go to the outside address, you'll need to forward it there directly, instead of sending it to box2 first and from there having it go to the outside address.

Your pop server name is mail.yourdomainname.ext. So if your domain name is pleasehelpmenow.org, your pop server would be mail.pleasehelpmenow.org

If your domain name is not yet resolving to our servers, you will be unable to retrieve your mail from our servers. If your domain name is still pointed to other servers, that's where your mail will be going and you can retrieve it there until the transfer goes through. Also if this is not your main account name, and it is an email you created, make sure you use the entire email address as the username.

Unless you have a special type of an account with Network Solutions (NSI), they require that you be able to receive mail at the administrative e-mail address that they list for your domain name. You must also respond from this same address, otherwise they will not make the transfer.

9. Why aren't my images showing up on my site?

Check your paths to your images. If the file that you are using the images in exists in the same directory as your images, you won't need to list the full path. Here is an example of the HTML that you would use if your images are in the same directory as the file that you are using them in:

<img src="yourimage.gif">

If your image is in another directory, like "images" you'll need to reference the path, such as this:

<img src="images/yourimage.gif">

Also, remember that files are case sensitive. For example, in your HTML document you have a link to FILENAME.HTM but you named the file contactinfo.htm, it will not work. The same thing goes with graphics and all other web documents. What you have in your HTML must match up with what you name your files.

You will know that your domain name has been successfully transferred and your ISP (Internet Service Provider) has updated its DNS tables when you are able to FTP to your account using yourdomain.com as the hostname. Before the transfer is complete, when you try using yourdomain.com and the username/password we provided you with, it will not work.

Another way to test if it is transferred is to upload a test file to our servers and then see if you can access it with your domain name in the path. For example, if you upload a file called testing.html to our servers, if you can access it with the path http://www.yourdomainname.com/testing.html, you'll know that you domain name has been transferred to our servers. (Make sure that you don't have a file with the same name already uploaded on your former servers.)

When you log in, you will see a directory called 'www'. This is the root of your web documents and you need to put any web site files in this directory. When www.yourdomain.com is accessed, it looks in this folder for your default web page document.