12 Common Hosting Client Issues

I can’t access my hosting account (cPanel etc) to manage my web and email hosting.
Contact your hosting provider for help. As a client, you can compel them to provide you with all server settings needed to access your web and email hosting account (eg. cPanel).

I can’t access and update my web site.
Contact your hosting provider for help. Compel them to provide you with the FTP (File Transfer Protocol) settings to upload and update your web site.

I can’t find my web designer.
Contact your hosting provider directly for help.

I don’t know who my hosting provider is.
Use WHOIS service to check. You can enter your domain name under “Domain Name Search” box on the top right corner of this page. Your hosting provider’s details may show up. If you can’t understand the search result, send it to us for checking.

My domain name is not registered under my name or company name.
Transfer your domain name to your name or company name as soon as possible. If you don’t do this, the domain name does not belong to you legally. Get your provider to help you if necessary.

My hosting provider refuses to talk to me because I’m not the authorized person-in-charge.
Get the authorized person-in-charge to talk to the provider or let you take over the domain name. If necessary, send an email or official letter to hosting provider under the company name who owns the domain name, and request them to change the contact person to you.

My web site has been hacked.
Your hosting provider can help. While there might be server problems, most likely it’s because the content management system (CMS) used to develop your web site has not been updated, leaving security loopholes. Your provider can fix it.

My email account has been hacked.
Your hosting provider can help. While there might be server problems, most likely spyware that automatically sends out emails has been planted on your computer. Use an anti-spyware software (such as the free Ad-Aware) to scan and remove the spyware.

Someone is using my email account to send spams.
While you should keep your email password safe, there are programs that can send out emails as if they are sent from your email address, without knowing your email password. Ask your hosting provider to enable a feature called Sender Policy Framework (SPF) for your domain name to minimize such cases.

I need to change my hosting provider.
Back up your existing web site and emails to your computer. Hand over to your web developer or new hosting provider to change over to the new server.

I need to change my domain name provider.
Contact your domain name or hosting provider for help. They will guide you through the process.

I just can’t solve the problem with my provider.
Tell us your problem below, or complain to the relevant authorities directly, such as Malaysian Communication & Multimedia Commission (MCMC) for cases in Malaysia.

Any other question? Contact us here.

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