Customer Support

What are my DNS Records?

If you are a NetEx Online Services customer, you can easily find your account's DNS Records by logging in your Customer's area and going to My Account --> Manage (the button next to the account you want to know the DNS Records for).

The DNS Records will be listed there among other useful information for your account. Make sure also to check our Getting Started Guide for more information.

Alternatively, no matter whether you are a NetEx Online Services customer or not, you can use this online tool to check your DNS records.

If you have any DNS questions/problems, ask your host for assistance. NetEx Online Services has long experience in dealing with various DNS issues. If you sign up for a hosting account with us, you will have no DNS problems whatsoever.

How to change my NS record?

There is no problem to change the NS records for your domain.

NetEx Online Services customers can make this change from:

Please email support@NetEx Online Services .com for any DNS record changes. It will take several hours for the DNS change to propagate.

If you are not a NetEx Online Services customer, you should be able to edit your NS records from the control panel at your host/registrar. For more information on how to do this you will have to contact your host/registrar.

How to change my MX record?

It is possible to change the MX records for your domain. For this purpose you should log in cPanel and click on MX Entry.

NetEx Online Services provides the best email hosting environment and we will help you with any email questions/problems you may have, including MX record changes.

How to change my CNAME record?

There is no problem to change the CNAME records for your domain.

NetEx Online Services customers can request this service from:

Please email support@NetEx Online Services .com for any DNS record changes

You should post a general ticket there and provide us with the CNAME records you would like to be added to your domain's DNS.

If you are not a NetEx Online Services customer, you should be able to edit your CNAME records from the control panel at your host/registrar. For more information on how to do this you will have to contact your host/registrar.

Alternatively, you can sign up for a hosting account with NetEx Online Services and let us take care of your domain's DNS records for you.

How to change my SPF record?

The SPF record ensures that remote mail servers will accept mails from your domain only from your server. This is important in fighting spam and email forgery.

It is especially useful to create an SPF record for your domain in case you have problems with bounced back messages you have not sent. For more information how SPF records can help in such cases please check this article.

NetEx Online Services customers can easily enable and manage SPF records for their domains from cPanel > Email Authentication.

DNS Records (NS, A, MX, CNAME, SPF) Explained!

Your domain name has a DNS zone which consists of the following records:

  • NS - specifies which are the DNS servers for your domain;
  • A - specifies IP addresses corresponding to your domain and its subdomains;
  • MX - specifies where the emails for your domain should be delivered;
  • CNAME - specifies redirects from your domain's subdomains to other domains / subdomains;
  • SPF - Sender Policy Framework (SPF) is an attempt to control forged e-mail.

NetEx Online Services 's servers are fully compatible with all ICANN requirements and set the DNS records in accordance.

If you have any DNS questions/problems, ask your host for assistance. NetEx Online Services has long experience in dealing with various DNS issues. If you sign up for a hosting account with us, you will have no DNS problems whatsoever.

My registrar does not accept your DNS servers, please help!

First make sure you are entering the correct DNS servers for your domain.

Some local registrars (.de for example) have specific requirements for the DNS servers. Sometimes our server's default DNS is rejected because a requirement is not met.

If this is the case you should post a ticket from your Customer's area in the corresponding DNS category and explain in details which requirement is not met. In most cases we will be able to help you.

How to change domain name WHOIS (name, address, etc.) details?

The personal information (name, address, etc.) for any domain name owner is displayed by WHOIS services. NetEx Online Services strongly recommends that this information is kept up-to-date at all times.

If your domain is NOT registered by NetEx Online Services you will need to contact your current registrar and request the change in your domain name WHOIS information.

If you have any WHOIS questions/problems, ask your host/registrar for assistance. NetEx Online Services has long experience in dealing with various domain issues and our support team will be ready to assist you..

How to Lock/Unlock my domain name?

The Locked status of the domain name is one of the safeguards against unauthorized domain transfers and it protects your rights as a domain owner. However, you need to change the status from Locked to Active if you would like to initiate a domain name transfer. We strongly recommend that you keep your domain in Locked status unless you would like to transfer it to a new registrar.

If your domain is registered by NetEx Online Services you can lock/unlock your domain name from

Customer area -> My Account -> Domain names -> "Manage"

If you are a NetEx Online Services reseller, you can lock/unlock your domain name from

Reseller area -> Domain names -> "Manage"

If your domain is NOT registered by NetEx Online Services you will need to contact your current registrar and request the change in your domain name status.

If you have problems locking/unlocking your domain, ask your host/registrar for assistance. NetEx Online Services has long experience in dealing with various domain issues and our support team will be ready to assist you.

You have not logged into the pop/imap server in the last 30 minutes.

Many mail servers, including NetEx Online Services 's, are set up with pop-before-smtp. This is a Perl script that allows email relay control based on successful POP / IMAP logins.

In other words, you need to establish a valid POP or IMAP connection to your e-mail account before you can send e-mails.

If your e-mail client hasn't fetched your e-mail for more than 30 minutes and you try to send a message, you will most probably receive the following error:

"Perhaps you have not logged into the pop/imap server in the last 30 minutes or do not have SMTP Authentication turned on in your email client."

The solution is simple, you have to restart your e-mail client and fetch the new messages. Once you have done that, you will be able to send new emails.

You may have exceeded the maximum number of connections to this server.

The default number of maximum allowed IMAP connections in Mozilla Thunderbird is set to 5. Depending on the specific IMAP configuration on the server hosting your account, this may result in the following error message:

Unable to connect to your IMAP server. You may have exceeded the maximum number of connections to this server. If so, use the Advanced IMAP Server Settings dialog to reduce the number of cached connections.

The solution is to reduce the maximum number of connections in Thunderbird. This can be done from Edit > Account Settings > Server Settings (under the mail account for which the setting should be modified) > Advanced > Maximum Number of server connections to cache.

Change the maximum number from 5 to 1 and the issue should be resolved.

The attempt to read data from the server 'mail.domain.com' failed.

Sometimes you may receive the following error message while trying to get your emails with Mac Mail:

The attempt to read data from the server 'mail.domain.com' failed

To resolve the issue, you should do the following (here we will assume that your mail account is called John Smith):

Start Mail and go to the Mailbox tab > Synchonize "John Smith".

This will resolve the issue and you will be able to get your mails without any problems :)

What is FTP?

FTP means File Transfer Protocol and is the easiest way to upload files to your account.

Which FTP client to use?

NetEx Online Services recommends FileZilla for FTP client. It is freely available and Open Source.

You can learn more about it, as well as download it, from:

http://filezilla.sourceforge.net

What are my FTP login details and server address?

You can find your FTP details by logging in your Customer's area and clicking on the My Account tab. There you will find a link "Manage" next to your account.

Following this link will provide you with your FTP login which is the same as your cPanel login. You can reset your password from there as well.

We also recommend that you check our FTP tutorial for more information.

NetEx Online Services provides the best FTP hosting and we will help you with any FTP questions/problems you may have.

Where do I upload my website?

You should upload all your web files to your web hosting account's main folder, usually public_html, httpdocs, www, etc. All files uploaded there will appear on your site.

NetEx Online Services customers should upload their website files in the public_html / www folder.

How to check the log of my FTP client?

The FTP log can be very useful when you troubleshoot connectivity or other issues with your FTP account. It keeps track of each FTP command that you execute and the server response.

Therefore, it is good to know where to locate the log for your FTP connection. Below you can find detailed information on how to access the FTP log on the most popular FTP clients.

Filezilla

You can display the FTP log by placing a check in the View -> Message Log menu. You will notice the log in the upper part of your screen. You can scroll and copy the part of it that you need.

If you right-click on the FTP log field, you can select the "Copy to clipboard" menu that will copy the entire log to the clipboard.

Cyberduck (for MAC users)

To enable the logging for Cyberduck select the View menu and click on the "Toggle Log Drawer" option. This will open a panel at the bottom of the application. Once you reconnect, you will be able to see the log for your FTP connection displayed in it.

CuteFTP

If you are using CuteFTP you will be able to access the FTP log if you click at the "Log Window" tab at the bottom of application window. When the log tab opens, you will be able to copy the lines from the log directly from there.

My website is showing: This Account Has Been Suspended.

If you see this message when you try to open your website then it is obvious that your hosting account has been suspended. There are several reasons that might lead to this:

  1. Your web hosting account has expired.
  2. The account has been suspended by your host for some reason (e.g. violation of the Terms of Use, server resource overusage, etc).

This may be the perfect time to consider changing hosts. NetEx Online Services has long experience in providing web hosting services for all kinds of sites - from small personal sites to large business portals.

We always show maximum understanding to each and every customer and his/her needs.

If you wish to switch hosts because you are not happy with your current one, NetEx Online Services will happily welcome you. By signing up for an account with us you can get a free domain name for your site. What is more, as long as your account remains with us, the domain name will be renewed for free.

Last but certainly not least, with each new hosting account at NetEx Online Services you can have the site from your previous host transferred to us for free. We'll also ensure that your site is configured to work properly on our servers.

If your account at your previous host has been suspended for server resource overusage, then it is obvious that your account is not suitable for a shared server.

Fortunately, NetEx Online Services offers a whole range of dedicated solutions which will readily meet your site's growing resource needs.

How do I cancel my hosting account?

Account cancellation requests are processed directly through your NetEx Online Services Customer Area.

Please login to your Customer Area, go to My Billing Section and click on Request Service Cancellation. Follow the steps to request and confirm your account cancellation.

If you choose to cancel your account immediately, we strongly recommend that you back up the files you need before your final confirmation.

What is your refund policy?

The client is eligible for a refund after canceling a Linux shared account on the following terms:

  1. The cancellation requested by the Customer has become effective in less than 30 days after the date of the initial payment for this account. Linux Shared Accounts cancellations that become effective in more than 30 days after the initial payment are not eligible for refund.
  2. The Customer will be refunded the money s/he paid for the Linux shared hosting account(s) excluding the setup and processing fee of $24.95 per account. The setup and processing fee is always withheld in case of a refund, even if this fee was waived at the time of purchase
  3. If the Customer has registered a domain name during the initial hosting account order process the applicable domain name registration fee will be also withheld. The domain registrations fee is always withheld in case of a refund, even if this fee were waived at the time of purchase.

You can review our Terms of Service in the case of service cancellation by the customer on the link below:
https://www.NetEx Online Services .com/terms.htm

What payment methods do you accept?

We accept directly the following types of credit card payments: VISA and MasterCard.

After submitting your order, you will be prompted to fill in your billing information and will be able to choose your credit card.

How do I change my billing cycle?

If you would like to switch to a different billing cycle and save some money, simply renew your account(s) on the renewal plan that suits you best.

You can do this from your Customer Area - click the My Account tab and then the "Renew" button next to your account(s).

How to check my payments history?

You can easily check your payments history from your Customer Area. To do so:

  1. Log in to your Customer Area
  2. Go to Billing Section
  3. Click on Payment History

You will be able to review all your payments so far and get an invoice for each one if you need to.

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