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Everything posted by Brian

  1. Your site is loading for us from multiple systems/locations, usually when you see that page it's due to a local DNS cache issue. If you refresh your local DNS cache or try visiting from a private browser the site should load. With that said if the issue persists for more than 2 hours please submit a ticket to our helpdesk for further investigation.
  2. Good afternoon! If you haven't already can you please submit a ticket through so our helpdesk team can take a look? If you have submitted a ticket please let us know your ticket ID so we can be sure to follow up. Thank you!
  3. For VPS / cloud server clients we are in the process of researching other control panels, both paid and free options. Admittedly cPanel is the market leader in terms of usability/features/reliability but at a point it's hard to justify the costs if you only need basic functionality which some of the other panels out there can provide.
  4. We posted this yesterday which you may find worth the read: Long and short of it is right now we have no plans on raising pricing on shared/semi-dedicated hosting plans. Reseller packages unfortunately are likely to see price changes based on the new cPanel license structure and them billing per cPanel account but when that is finalized we'll post another update. Then lastly VPS / cloud server customers will be seeing an increase in the price of their cPanel licenses simply as a pass-through cost from cPanel. This is all still very new to us as well so we're not rushing into any decisions.
  5. All abuse issues need to be handled through our helpdesk, you can submit a ticket with details of your report through our site at: Phishing is a common tactic and once we're notified of the activity and our team verifies the complaints we'll act accordingly.
  6. We just received this news today as well so we're still in the early stages of figuring out how exactly these changes impact us. I don't want to speculate on what changes, if any, this may have to our hosting prices. cPanel does not own either of those companies. That said they do have partnerships / integrations to make it easier to manage licenses under one roof through cPanel.
  7. This is not software I'm familiar with offhand so unfortunately I don't have any personal suggestions on installation / debugging. If you open a ticket through your client area at with the error(s) you're seeing our team can attempt to assist.
  8. Hello! It appears this website is currently suspended which is why it's inaccessible. We do not want to publicly disclose the suspension reason so if you could please contact our billing department through we can help you out
  9. Unfortunately these logs are not readable by shared users as like you mentioned it does require root access. If you're concerned about logins / unusual activity to your email address(es) our team can provide you the last login entries we have for the address(es) in question via support ticket.
  10. Once approved domain transfers take 5 days to complete per ICANN regulations. If a transfer is pending for longer than that it means there is likely a pending formality preventing the transfer. If this is still an active issue please submit a ticket ( so our team can pull up your account and investigate.
  11. Hello! This depends on how you're connecting to MySQL. If you're doing local connections from a script hosted on the server then the hostname would be "localhost" If instead you're connecting remotely then you would use the server hostname or primary IP. Our team would need to whitelist the IP(s) you're connecting from before it will work, and that can be handled via ticket (
  12. Thanks for your order! Account activations are not instant as they need to pass our fraud check first. It looks like your service was enabled so you should have received your "New Account Information" email containing your account login information.
  13. Sorry for the trouble! This can happen occasionally if the connection between our client area and your hosting server times out. The quickest way around this is to login to cPanel directly and add your domains through there instead of using the client area integration. If you continue to experience issues please contact our helpdesk through so they can investigate further. Thank you!
  14. This would be a violation of our affiliate TOS ( so any commissions earned by referring yourself would be considered invalid and you would not receive credit for those orders.
  15. Thanks for signing up with us! Account approval is not instant so there may be a delay up to 20 minutes after payment before your order is setup. If the account still isn't setup at that point it likely did not pass our fraud check and a ticket would have been opened on your account by our billing team. If you can please let me know your order or invoice # I can check the status of your order, feel free to PM me those details. Thanks!
  16. Hello! Dedicated IPs can be requested through a ticket with our sales team, you can open the ticket directly through your client area at We do require valid justification before we'll assign a dedicated IP so in your ticket please provide as much detail as possible explaining why your site requires the dedicated IP.
  17. Good morning! I'm sorry for the troubles you've faced. Based on the most recent update to ticket ID RCI-177-19253 you were able to resolve the issue. However if you continue to experience problems please let us know through the helpdesk. Thank you!
  18. Good afternoon! As long as your theme is compatible with WordPress it should run fine on our hosting. We do not limit or restrict the themes you can run on your sites.
  19. Thanks for checking out our hosting! It looks like your site is using cPanel so our team will be able to do a full migration (sites, files, databases, emails, etc.) from your current provider. All you'd need to do is submit a migration request ticket through our helpdesk once you've signed up
  20. Brian

    Kayako users

    I have a few potential ways to fix this but it depends on how you're opening tickets and then replying to those tickets / communicating with our team. If you could please open a ticket from your primary email address through and reference this forum thread / ask for it to be assigned to my (Brian F.) ticket queue I can gather some more details from you and we'll figure something out
  21. One thing to keep in mind is Linux will "allocate" memory and put it in cache to be used for programs/processes, so your control panel in the client area would show this memory as "used" when in reality it's only allocated but not actually in use by an active process. This helps performance quite a bit, however if you ever wanted to get an idea of your real/actual memory usage you'd be best to SSH into the server and use either the top -c or free -m command to get that output.
  22. This primarily depends on your sites traffic and resource requirements that you're hosting but without getting into specifics of your account the cloud servers will give you the potential for higher performance than being on cloud shared hosting. The main reason behind that is with full root access (and therefore the ability to modify the system however you choose) you can optimize the server specific to your sites / applications. That includes MySQL / webserver optimizations, installing custom software such as nginx for caching, or any other suggestions your developer/software maintainers may suggest. Cloud servers can also scale as needed so you can upgrade with the click of a button and double/triple your resources. This all depends on the resources your sites are currently using. The cloud web hosting plans come with 1 CPU, 1GB RAM, 5Mb/s disk IO, and 7 PHP processes. If your current usage at peak times is below that then you would not see a performance difference switching platforms. If you need more resources then your site would likely slow down once you start hitting any of those limits. If you want I can take a look at your usage and give a more detailed answer based on your specific services. If you'd like that please submit a ticket through while referencing this thread and ask for the ticket to be added to my (Brian F.) queue. I'll login to your server and we'll see if it's possible to safely move you onto our cloud web hosting platform.
  23. Glad to hear the migration went off without any major issues! The new cloud environment you're in is a huge upgrade compared to the baremetal setup from before. As for your concerns: That one I do not have an answer for. Would you mind submitting a ticket while referencing this thread and ask for it to be escalated and assign to Brian (me)? I'll work with our guys from there to get an answer / more details from your side. This is completely normal and to be expected. In fact this is a good sign! In your SSH client I assume you use either your domain name or the server name (old server) as the hostname to connect. Since both your domain and the old servers hostname are pointed to the new server IP it means you're connecting to a new machine entirely, but locally (on your computer / in your SSH client) it has the fingerprint for the old server. It prompted you when connecting because it detected this change and was warning you "Hey, someone may be trying to impersonate the server you're connecting to, are you sure this is safe?". This is known as a man-in-the-middle attack. You won't be prompted again now since you've accepted the new machines fingerprint. Completely fair point. Long and short of it this is due to how the migrations work, primarily because not every client in a shared server is on the same IP, so we're not able to send your shared IP in that template so we have to be generic. Not ideal, I completely get that, but it's the most efficient way to communicate with every client regardless of their individual setup (shared IP, dedicated IP, etc.).
  24. This is part of our account verification and is likely happening because you're not authorized so our team is following proper escalation procedure when we receive requests from unauthorized contacts. If you PM me the ticket ID I'll take care of it directly.
  25. I'm assuming this is a .uk / domain, in which case our IPS tag would be: NETEARTHONE If you run into any other issues I'd suggest opening a ticket through so we can discuss some details that we may not want to disclose publicly. Cheers!