Support Center

Your account is created the first time you check out. Choose what you need, a domain, a hosting plan or both, and at checkout you enter your name, email address, contact details and a password. That becomes your Client Portal login. You can also register before buying if you want to look around first. Use an email address you will keep for the long term: invoices, renewal reminders, expiry warnings and password resets all go there, and it is the address support checks to confirm a request genuinely comes from you.

Invoices are generated ahead of the renewal date rather than on it, so there is time to check the amount and pay before anything is interrupted. The invoice arrives by email and appears in the Client Portal at the same moment, and reminders follow if it goes unpaid as the due date approaches. Annual services are invoiced further ahead than monthly ones, which matters when your organisation needs a purchase order or finance sign-off first. If your approval cycle is slow, ask for the invoice early rather than waiting for it.

Use the Forgot Password link on the Client Portal login page; a reset link is emailed to the address on the account. This is the main reason to keep that address current and reachable, because losing access to it makes recovery considerably harder. Choose a long, unique password rather than a variation of one you use elsewhere, and store it in a password manager instead of a browser profile shared with other people. Enable two-factor authentication once you are back in: the portal controls billing and DNS, so it is worth protecting properly.

State the goal, not just the symptom: what you were trying to achieve, the exact steps you took, and what happened instead. Name the domain or service, since accounts commonly hold several. Paste error text verbatim rather than describing it, and attach a screenshot with the full browser address bar visible. Note anything that changed recently, because a DNS edit, a plugin update or an expired card explains a large share of sudden problems. Finally, say how urgent it is and what is blocked, so the case is handled at the right pace.

Nameservers are changed in the domain management area of the Client Portal, under the domain itself rather than under hosting. Replace the existing entries with the ones your host gave you and save. The change is handed to the registry within minutes, but resolvers worldwide keep cached copies of the old answer, so expect a period during which some visitors reach the new host and others still land on the old one. That window is normally hours rather than the full day people expect. Leave the old site running until it has settled, so nobody meets an error.

DNS records are edited in the zone editor for the domain, which is separate from the nameserver setting: the zone editor only takes effect while the domain points at our nameservers. An A record maps a name to an IPv4 address and is what sends a domain to a server. A CNAME points one name at another name, which is what most third-party services ask for. MX records direct email and must point at your mail host, not your website. Lower the TTL before a planned change so it propagates quickly, and raise it afterwards.