Customer Support

1. My username and password doesn't work for my e-mail.
2. I can't SEND email!
3. How do I pay my bill online?
4. I forgot my Control Panel username or password.
5. I need to update my credit card information.
6. My ftp program wont connect to the server.
7. How do I get rid of all the spam I'm getting?
8. My FTP program disconnects right in the middle of a transfer.
9. I want to have my new domain point to my old domain
10. How do I view my stats for my website?

1. My username and password doesn't work for my e-mail.

• If you can't login to email, please reset your password. The server may have automatically locked your password because it was too simple.

  To reset email passwords, log in to your Control Panel and click on the EMAIL button at the bottom.  Find the account, and click on it.  On the right side, click on Change next to Password. Please enter a NEW password that includes letters and numbers.

• Make sure your using the entire e-mail address for the username such as john@your-domain-here.net and not just 'john'.
• If you just started your hosting with us, your domain may not yet be pointing to our servers. In this case, use mail.Zeonhost.com as your incoming mail server.

2. I can't SEND email.

Check your email software for these settings:

• Be sure to select "My Server Requires Authentication" for outgoing mail and use port 26. l In Outlook, these settings are found at TOOLS > ACCOUNT SERVICES > double click the account > MORE SETTINGS > OUTGOING SERVER tab > select first box and option below it > then to ADVANCED tab > change outgoing (SMTP) to 26 with encryption at NONE.
• Account username is yourname@yourdomain.com
• If you occassionally do not receive email that you are expecting, your spam filter may be set to 'remove' email. You can change this to 'mark as spam' to be sure that you don't miss email.
  
  Do this in your Control Panel > Mail Manager. Click on the button next to Anti-Spam "preferences applied to mail resources." Change the setting to 'mark as spam' and the Spamcheck Level to "Normal."

3. How do I pay my bill online?

• If you want to have your bill come out of your card automatically then login to your control panel and click "Billing" on the left menu and click "Billing Profile." Then click "edit" next to the credit card drop down menu and at the bottom of the screen you can update your card.
• If you want to just do a one time charge on your card then please click here.

4. I forgot my control panel username and password.

• If you have forgotten your password but you know your login username, then go here to request that we resend your password. We will send it to the email address on file for your hosting account.
• If you have forgotten your username and password, please submit a support ticket here.

5. How do I update my credit card information.

Login to your control panel and click "Billing" on the left menu.

Click on "Billing Profile." Then click "edit" next to the credit card drop down menu.

Update your card and submit. If you have a current balance, it will be charged immediately.

6. My ftp program wont connect to the server.

• Make sure the hostname that you're connecting to is ftp.yourdomain.com (where yourdomain.com is your website) If you just transferred your domain name, use the IP address of your website, found in your Control Panel under WEB OPTIONS.
• FTP Usernames are a maximum of 8 characters and all lower-case. Make sure you username matches your control panel username.
• In your FTP software enable "Passive (PASV) ftp transfers".

7. How do I get rid of all the spam I'm getting?

In your control panel under "E-mail" there is Anti-Spam settings you can enable for all your accounts or for individual accounts. You can have it label the spam with "POSSIBLE SPAM" or choose to remove it completely.

8. How can I update my domain name information?

9. I want to have my new domain point to my old domain.

• To do this you'll need to setup what we call a "Domain Alias." Please contact Support to request this to be setup.

10. How do I view my stats for my website?

• You can access your stats by to:
• For AWstats: your-domain-here.net/cgi-bin/awstats.pl
• For Webalize: your-domain-here.net/webalizer/
• If your stats aren't showing, you may need to turn on Awstats or Webalizer. To do so:

• Log in to your Control Panel
• Click on the WEB OPTIONS button
• Go down to either WEBALIZER or AWSTATS and turn them ON.