Support

Support

We pride ourselves on our knowledge and support. For the most frequently asked support questions, please check the resources below. If you cannot find what you are looking for here, please contact us and we will assist you.

Control Panel Administration

Our custom-made control panel is designed with you in mind. But if you are having any difficulty with logging in, or using the customer area, then read on.

How do I retrieve my login information?

A new password for your account can be reset via our login area.

1. Access our login area.
2. Click Forgot password.
3. Enter your Account reference or a Domain name.
4. Click Submit. A password reset link will be sent to the email address linked to your account.

How do I register a domain?

Registering domain names are easy, you can complete a registration of a domain name from our website or within your account.

1. Log into your account using your username and password.
2. Select the Order tab.
3. Enter the domain you wish to register in the search box under Search for a new domain name.
4. The Domain Search will display the availability status as well as registration requirements. Select the domain names you wish to register and click Add Selected Domain to Cart.
5. Use Existing registrant contact details or select Create New Registrant Contact and enter the new contact details to be added against the domain name registration.
6. If required, enter your Eligibility Details. Check the .AU domain rules of registration for more details.
7. Click Continue.
8. Agree to the terms and conditions and enter your credit card information.
9. Click Place Order.

How do I transfer a domain?

You can transfer a domain name from our website or within your account.

1.Log into your account using your username and password.
2.Select the Order tab.
3.Click Transfer Domain.
4.Enter the domain name and select its extension within the drop down.
5.Enter the domain password, your current registrar can provide the domain name password.
6.Click Transfer.
7.Enter the Registrant Contact and Billing information.
8.Agree to the terms and conditions.
9.Click Place Order.

How do I renew a domain?

You will receive a reminder email from us when your domain name is coming up for renewal, which includes a direct link to renew the domain name, otherwise you can renew the domain name via your account with us.

1.Log into your account using your username and password.
2.The home screen of your account will display the heading You have domains due for renewal. Select the domain to be renewed from the Domain drop-down list.
3.Click Renew/Allow Lapse.
4.Follow the instructions and enter your payment details in the required fields.
5.Accept our terms and conditions.
6.Click Renew.

How do I purchase hosting and other services?

1.Log into your account using your username and password.
2.Select the Order tab.
3.Click Product & Service Order Form.
4.On the left hand side, select the domain name from the drop down menu that reads Upgrade/downgrade and click Go
5.On the next page, click Add Hosting.
6.Select a hosting plan or service.
7.Click Continue.
8.Enter payment details and agree to the terms and conditions.
9.Click Place Order.

How do I administer hosting and other services?

1.Log into your account using your username and password.
2.Select the Overview tab.
3.Click Manage next to the domain you want to administer.
4.Click Web Hosting or cPanel.

How do I renew hosting and other services?

1.Log into your account using your username and password.
2.Select the Order tab.
3.Click Subscription Service Renewal.
4.Select the check box next to the service you wish to renew.
5.Enter your payment information.
6.Click Place Order.

How do I access my invoices online?

1.Log into your account using your username and password.
2.Select the Billing tab.
3.Click Invoices Online.

How do I cancel my service?

1.Log into your account using your username and password.
2.Select the Account tab.
3.Click Cancel services.
4.Select the domain name you wish to cancel from the drop down.
5.Select whether you wish to cancel the service immediately or let the service expire on the the renewal date.
6.Complete the remainder of the required fields.
7.Agree to the cancellation terms.
8.Click Submit.

How do I upgrade/downgrade my hosting?

1.Log into your account using your username and password.
2.Select the Order tab.
3.Search for or select the domain from the drop down, click Administer.
4.On the left hand side, select the domain name from the drop down menu that reads Upgrade/downgrade and click Go

Cloud Hosting

Just bought Cloud web hosting? Use this resources to help set up your email, upload your website with FTP, and install databases.

Accessing your control panel

1.Log into your account using your username and password.
2.Locate the Administer/Upgrade Domain along the left hand side of the page.
3.Search for or select the domain from the drop down, click Administer.

Email setup and management

To create an email account:

1.Locate Email.
2.Click Create a new pop account.
3.Type the email alias in the Username field.
4.Type the email password in the Password field.
5.Check the box to enable Antivirus and AntiSpam.
6.Click Create.
To create an email alias:

1.Locate Email.
2.Click Create a new alias account.
3.Type the email alias in the Alias name field.
4.Type the email address where the alias will forward emails to in the Target address field.
5.Check the box to enable Antivirus and AntiSpam.
6.Click Create.

FTP and configuration options

Viewing FTP details:
1.Locate Web Hosting.
2.Click Click here to modify your FTP details.
3.Click View Password.
Change FTP Password:
1.Locate Web Hosting.
2.Click Click here to modify your FTP details.
3.Click Modify user details.
4.Enter a password in the New Password field.
5.Retype the password in the Confirm Password field.
6.Click Modify user.

Creating a website

We currently have WordPress, Joomla, Drupal and CubeCart available through Web packages.
How to upload your website

Before people can see your website, you will need to upload your website files.

1.Download FileZilla (Recommended) or an equivalent FTP program.
2.Launch FileZilla from your computer.
3.Complete the following fields, and then click Quickconnect:
Host: Your FTP hostname, commonly ftp.domainname.tld
Username: Your FTP username
Password: Your FTP password
Port: 21
4.Once connected, FileZilla will display the contents of your hosting account, you can drag your website from your computer to FileZilla to begin the upload of your website.

Find the Host, Username and Password for your FTP account:

1.Locate Web Hosting.
2.Click Click here to modify your FTP details.
3.Click View Password.

Database setup & management

To create a database:
1.Locate Database.
2.Enter a database name in the DbName field.
3.Select the database type from the DbType drop down.
4.Click Create.
Change database password:
1.Locate Database.
2.Click Change password.
Viewing a sample database connection string:
1.Locate Database.
2.Click View sample DSN’s.
Accessing phpMyAdmin (MySQL databases)
1.Locate Database.
2.Click the database name

cPanel Hosting

Never used cPanel before? Don’t worry, we’ve covered the basics here. cPanel also has a complete user guide, available from within your cPanel interface.

Accessing your control panel

1.Log into your account using your username and password.
2.Locate the Administer/Upgrade Domain along the left hand side of the page.
3.Search for or select the domain from the drop down, click Administer.
4.Click cPanel.
5.Click Manage Account.

Email setup and management

1.Locate Email Accounts.
2.Type the email address to be created in the Email field.
3.If you manage more than one domain, make sure to select the appropriate domain from the drop-down menu.
4.Type the password in the Password field.
5.Retype the password in the Password (again) field.
6.Type the quota in the Mailbox Quota field. The quota defines how much hard drive space the account will be allowed to use.
Click Create Account.

Existing addresses are displayed in a table. Using this table, it is possible to:

1.See how much disk space the account uses.
2.Change a password.
3.Change a quota limit.
4.Delete an email address.
5.Access an account through webmail.
6.Configure a mail client.

Updating DNS zones (A, CNAME Records)

1.Locate Simple DNS Editor
2.To add an A record:
1.Select a domain from the drop-down menu.
2.Type in the Name and Address of the A record.
3.Click Add A Record.
3.To add a CNAME record:
1.Select a domain from the drop-down menu.
2.Type in the Name and CNAME of the CNAME record.
3.Click Add CNAME Record.
4.To delete an A or CNAME record:
1.Click Delete next to the record you wish to remove.
2.Click Delete to confirm that the record should be deleted.

Updating DNS zones (MX Records)

1.Locate MX Entry
2.To add an MX record:
1.Under Add New Record, set the new MX entry.
2.In the Destination text box, type the hostname of the new mail exchanger.
3.Click Add New Record.
3.To delete an MX entry:
1.Click Delete next to the appropriate MX entry, in the MX Records list.
2.Confirm that the entry should be deleted by clicking Delete again.
4.To edit an MX entry:
1.Click Edit next to the appropriate MX entry, in the MX Records list.
2.Change the Priority or Destination as needed.
3.Confirm that the entry should be changed by clicking Edit again.

FTP and configuration options

1.Locate FTP Accounts
2.To add an FTP account:
Enter a username.
In the Password box, type the account password.
Retype the password in the Password (Again) box.
Specify the FTP account’s home directory.
Set the disk space quota. The Quota field determines how much disk space will be allocated to the FTP account.
Click Create FTP Account.
3.To connect via FTP, see the cPanel FTP Configuration document.
4.To upload your website:
Download FileZilla (Recommended) or an equivalent FTP program.
Launch FileZilla from your computer.
Complete the following fields, and then click Quickconnect:
Host: Your FTP hostname, commonly ftp.domainname.tld
Username: Your FTP username
Password: Your FTP password
Port: 21
Once connected, FileZilla will display the contents of your hosting account, you can drag your website from your computer to FileZilla to begin the upload of your website.

Database setup and management

1.Locate MySQL Databases.
2.To create a database:
In the New Database field, type a name for the database.
Click Create Database.
Click Go Back.
3.To create a database user:
Under Add New User, enter a username.
Enter a password in the Password field.
Retype the password in the Password (Again) field.
Click Create User.
4.To define a user’s privileges:
Under Add User to Database, select a user from the User drop-down menu.
From the Database drop-down menu, select the database to which you wish to allow the user access.
Click Add.
From the MySQL Account Maintenance screen, select the privileges you wish to grant the user, or select ALL PRIVILEGES.
Click Make Changes.

Domain Names

Registering a domain name with us couldn’t be simpler. But what happens after you own it? Do you need to delegate it to different nameservers? Don’t know what zone records are? This resource is for you.

What are the rules of domain registration?

.AU domains

1.What is a .AU domain?

.AU is the country code top-level domain (ccTLD) for Australia. To be eligible to for a .AU domain name you must fall in one of the following categories:
1.A registered company in Australia
2.Trading under a registered business name in any Australian State or Territory
3.An Australian partnership or sole trader
4.A foreign company licensed to trade in Australia
5.n owner of an Australian Registered Trade Mark
6.An applicant for an Australian Registered Trade Mark
7.An association incorporated in any Australian State or Territory
8.An Australian commercial statutory body
2.What are the registration terms for a .AU domain?

.AU domain names can only be registered for a minimum/maximum of 2 years.
.NZ domains

1.What is a .NZ domain?

.NZ is the country code top-level domain (ccTLD) for New Zealand. .CO.NZ is used for commercial enterprises, and .ORG.NZ is used for non-commercial organisations.
2.What are the registration terms for a .NZ domain?

.NZ domain names can only be registered for a minimum of 1 year and a maximum of 10 years.

How do I delegate my domain, or update nameservers/DNS?

For your domain name and hosting to work, your domain name must be delegated to a name server. A name server contains zone records, which are used to detail the IP address (or the location) of your web or email hosting server.

To change (delegate) the nameservers:

1.Log into your account using your username and password.
2.Locate the Administer/Upgrade Domain along the left hand side of the page.
3.Search for or select the domain from the drop down, click Administer.
4.Click Domain Name.
5.Locate the Domain Delegation section.
6.To add a name server, type the hostname of the name server into the Hostname field.
7.To delete a name server, click Delete name server corresponding to the name server to be deleted.
Notes: Domain names require at least two name server records to function correctly. Some domain name servers may use three or more. DNS changes may take up to 4 hours for the delegation to begin working. This is due to propagation across the internet and is normal.

What is Domain Manager?

Domain Manager is a hosting service which adds redirection and DNS zone management to your domain registration.

With redirection you can redirect your domain name to any other web address, which allows you to have a more professional image if you update your domain name at a later date or use a domain name for a particular marketing campaign.

If you need advanced zone management, where you host web or mail on another server you will have access to add and modify MX, A, CNAME records.

How do I add Domain Manager to a domain name?

1.Log into your account using your username and password.
2.Locate the Administer/Upgrade Domain along the left hand side of the page.
3.Search for or select the domain from the drop down, click Administer.
4.Click Upgrade or Downgrade Hosting Package.
5.Click Add Hosting.
6.Click the Select button for the Domain Manager service.
7.Click Continue.
8.Enter your billing information, agree to the terms and conditions.
9.Click Place Order.
Note: The domain manager service can take up to 30 minutes to process.

How do I manage my A, CNAME, and MX zone records?

If you have purchased a Domain Manager you will now be able to create and change A, CNAME, and MX records for your domain.

A (for ‘address’) records are DNS records that point a domain to a static IP address.

CNAME (for ‘Canonical Name’) are used to map a hostname to another hostname. These can be used in creating subdomains, or directing non-www traffic to the www version of your site.

MX (for ‘Mail eXchange’) records define the mail exchange server and establish the priority of processing. This is the server responsible for accepting email of behalf of your domain.

How do I manage my A or CNAME zone records?
Log into your account using your username and password.
Locate the Administer/Upgrade Domain along the left hand side of the page.
Search for or select the domain from the drop down, click Administer.
Click Zone Manager.
Click to Edit or Delete existing domain records
To create a new A record;
Click A at the top of the page.
Add the following details;
Name: Name used in the A-record. We use two A-records when pointed to hosting – the domain name and the www prefix. Leave the name field blank where the domain name is pointed to an IP address
TTL: Time to Live – it is best to leave the default setting unless you know what you are doing
Host: The IP address of the A-record
Click Add Record.
To create a new CNAME record;
Click CNAME at the top of the page.
Add the following details;
Name: Type in the subdomain you wish to create a CNAME record for, eg. blog, mail, or www rather than the full host name such as blog.mydomainname.com.au or www.mydomainname.com.au
TTL: Time to Live – it is best to leave the default setting unless you know what you are doing
Host: The name of the host to point the subdomain to, such as ghs.google.com
Click Add Record.
How do I manage my MX zone records?
Log into your account using your username and password.
Locate the Administer/Upgrade Domain along the left hand side of the page.
Search for or select the domain from the drop down, click Administer.
Click Zone Manager.
Create an A record following the steps in the section above, defining the MX IP address (eg. mail)
Click MX at the top of the page.
Add the following details;
Name: Leave this blank/empty (unless you want email addresses like email@subdomain.domain.tld)
TTL: Time to Live – it is best to leave the default setting unless you know what you are doing
Host: The hostname created in step 6 e.g. mail.domain.tld
Preference: 10 (Priority)
Is host fully qualified?: Selected
Click Add Record.