1. General Questions

1.1. How do I change my billing information?

Go to Billing->Billing Info menu, and click the Change Billing Info button.

1.2. How do I change my contact information?

Go to Acct. Preferences->Contact Info and edit your contact information.

1.3. I forgot my Oscommerce password, what should I do?

There is no way to retrieve this password, you will have to re-install it.

1.4. Can I accept credit card on my site? Will it be secure?

Yes, H-Sphere supports secure transaction protocol, such as SSL.

1.5. What is SSL?

The SSL security protocol provides data encryption, server authentication, message integrity, and optional client authentication for a TCP/IP connection. Because SSL is built into all major browsers and web servers, simply installing a digital certificate turns on their SSL capabilities.

1.6. I lost my password, what should I do?

Go to the control panel site. Click on the link "forgot your password" right under the login box, and follow the instructions.

1.7. What happens if I exceed my data transfer limit?

Any data transfer in excess of plan threshold will be charged at the end of the billing period.

1.8. Can I purchase additional disk space?

Additional disk space can be purchased through H-Sphere at $0.10/mb/m.

1.9. What happens if I purchase additional products in the middle of the month?

Any additional resource purchases will be pro-rated accordingly. The charge will be calculated based on the date when the resource was purchase to the end of the billing cycle.

1.10. How do I open my SiteStudio?

You need to log into your control panel first, then click the SiteStudio icon.

2. Domain Name

2.1. What is a domain name?

Domain names are the familiar, easy to remember names for computers on the Internet (such as internic.net). They correspond to a series of numbers (called Internet Protocol numbers) that serve as routing addresses on the Internet. Domain names are used generally as a convenient way of locating information and reaching others on the Internet.

2.2. What does "register a domain name" mean?

The Internet domain name system (DNS) consists of a directory, organized hierarchically, of all the domain names and their corresponding computers registered to particular companies and persons using the Internet. When you register a domain name, it will be associated with the computer on the Internet you designate during the period the registration is in effect.

2.3. How can I get a domain name in .com, .net or .org?

Try www.namecheap.com or www.godaddy.com or even our own domain registration system for just $9.99, click here to register now.

2.4. What is involved in registering a domain name in .com, .net or .org?

To register a domain name, you will be asked to provide the registrar you select with the various contact and technical information that makes up the registration. H-Sphere will guide you through the process, and will make it extremely easy. H-Sphere will automatically contact the registrar, who will then keep records of the contact information and submit the technical information to a central directory known as the "registry." This registry provides other computers on the Internet the information necessary to send you e-mail or to find your web site. You will also be required to enter a registration contract with the registrar, which sets forth the terms under which your registration is accepted and will be maintained.

2.5. How long does it take to register or transfer a domain name?

It will take you just a few minutes to register a domain, but it might not be available on the Internet for up to 48 hours. This is due to the fact that Internet DNS databases are updated only once a day, causing the delay.

 

2.6. What is a stopgap domain?

A stopgap domain allows to create hosting if you don`t have any domain name. If you register with a stopgap domain, you will get a domain name like "loginname.u1.your-base-domain". You can create your own web-site and access it with either the IP (if the IP is dedicated) or the above domain name. This kind of domain doesn`t have any registration records in the DNS.

3. FTP

3.1. Anonymous FTP users don't see the content of my directory.

Anonymous FTP users can't enter your root directory. They can enter only the directory you dedicated for anonymous ftp users.

3.2. Can i have sub ftp account for several user?

No, on our Windows plans, all accounts receive one master ftp account with access to all the files and folders.

4. Troubleshooting

4.1. When I'm trying to connect to my account using FTP, the system doesn't respond for some time and then logs out with an error.

Use FTP active mode (disable passive). It is in your computer's FTP configuration.

4.2. I am getting errors with FrontPage.

Try switching it off and back on.

4.3. My webalizer doesn't work. What's the problem?

One possible reason can be that you are approaching your disk quota. Webalizer needs at least 2 MB unused disk space to function properly.

4.4.. The online file browser shows the zips as compressed files and offers to decompress them, but fails to do it.

WebShell can decompress only those files that are located inside theeach domain folder not in the root.

4.5. I get "Failed to add new resource over the hard credit" message when I'm trying to create a new resource.

This means you have reached your Credit Limit. For example, you've used all your money on your balance if you pay by check, or your credit card expired/was broken and failed to be charged. In this case you'll still be able to run your hosting account (with recurrent and extra usage payment accrued), but you won't be able to create any new resource (neither paid nor free).

4.6. ASP is not working, however the button next to this resource on the Domain Web Service page is set to ON.

Check if the *.asp files are not included into SSI section. It's a common mistake. If you set the *.asp files to be launched via SSI library, set ASP to OFF, delete the *.asp extension from SSI list and then set ASP to ON again.