The first step is to check the domain name status - if the domain name is expired, or having issues, it can impact your email service.
A WhoIs is a basic check for domain names. We're going to search the domain name, then scroll down and look for the "Domain Status" field.
1. Go to the following link;
<a href="https://www.webcentral.com.au/domain-names/whois/" target="_blank">WhoIs</a>
2. In the "Find out who owns a domain" section, type in your domain name and hit search
3. Once the results load, scroll down and look for the "Domain Status" field. What does it say?
<img src="https://www.webcentral.com.au/images/troubleshooter/domain-status-example.png">
[[OK]]
[[serverRenewProhibited->OK]]
[[ClientTransferProhibited->OK]]
[[ClientDeleteProhibited->OK]]
[[ClientUpdateProhibited->OK]]
[[RenewPeriod->RenewSoon]]
[[RedemptionPeriod->Expired]]
[[serverHold (Expired)->Expired]]
[[serverUpdateProhibited (Expired)->Expired]]
[[pendingDelete->pendingDelete]]
[[The website is working so I think the domain is okay->OK]]
[[None of these->emailFeedback]]
[[Something went wrong with the instructions->emailFeedback]]
[What is a WhoIs? Why do I need to check this?]<explainwhois|
(click-replace: ?explainwhois)[A WhoIs service is used to search a database of domain contacts - when a domain is registered, you put in your contact information and, if you haven't purchased a domain privacy service, that information is put in the online WhoIs database.
Along with that data, the database also contains information about the status of the domain name - things like when it was last updated/renewed, when it's due to expire, and what its current state is (whether it's in its regular registration period, in its expiry period, or if it's totally unregistered).
The WhoIs tool we're using queries that data and returns that information.]
<mark class="hide">
<script>
twinePassageHit('whois');
</script>
</mark>Since the domain is working fine we'll run a check using a tool called What's My DNS.
1. Go to <a href="https://whatsmydns.net" target="_blank">What's My DNS</a>
2. You'll see a text box - write your domain name there
3. Select the dropdown menu and change it to the "MX" option (it should look like the screenshot below)
<img src="https://www.webcentral.com.au/images/troubleshooter/email-mx-3.png">
4. Once that's done, hit "Search"
We're looking for whether the results are mostly red or green.
[[I got all green ticks->prerbl]]
[[I got mostly green ticks (1-3 red x results)->prerbl]]
[[I got all red x's->addmx]]
[[I got red x's for more than 3 locations, but the rest are green ticks->mxissue]]
[[Something went wrong with the instructions->instr]]
[[Go Back->whois]]
[What's an MX record? Why am I using What's My DNS?]<explainmx|
(click-replace: ?explainmx)[MX records tell your domain where to go to get mail. If you have Office 365 for example, then the MX record would point to Microsoft's servers so that when someone emails you, it goes to your Office 365 account hosted on Microsoft's servers.
When adding zone records (including MX records), there can be a "propagation" period of up to 48 hours depending on your Internet Service Provider. WhatsMyDNS has servers around the world that ping the domain and make sure that it's pointing to the correct place. If it is, you get green ticks. If it's not, red x's.]
<mark class="hide">
<script>
twinePassageHit('mx');
</script>
</mark>In order to check if the email server has been blacklisted we'll use the <a href="https://mxtoolbox.com/blacklists.aspx" target="_blank">MXToolbox Blacklist Check</a>
Simply click the link above, type in the domain name and it will check which of the third party blacklists (if any) your email server is listed on.
Scroll through this list - do any of them have a red icon that says "LISTED" next to it?
[[Yes->finish]]
[[It didn't show up with any red icons, or say "Listed" anywhere->test]]
[What's a spam blacklist?]<explainrbl|
(click-replace: ?explainrbl)[Spam blacklists are third party databases that monitor email traffic to see where spam emails are coming from. Once they identify a source of spam email, they give it a "blacklisted" status. Email hosting companies sometimes use these databases to decide whether or not they should accept mail from a server.
If you've been blacklisted, it should say the Blacklist name (for example, Spamhaus or IBM DNS Blacklist). These blacklist names are all companies who you should contact to request that they delist you from their database by searching for their contact information online.]
[[Something went wrong with the instructions->instr2]]
[[Go back->mx]]
<mark class="hide">
<script>
twinePassageHit('rbl');
</script>
</mark>The domain name status seems fine, let's run another check.
[[Next->mx]]
[[Go Back->whois]]
<mark class="hide">
<script>
twinePassageHit('OK');
</script>
</mark>In this case, your domain name is expired. That's (almost certainly) why you're having email troubles - in order to use an email address on a domain, the domain itself has to have active records, which it can't if it's expired.
Don't panic though; in order to get your emails up and running again you can either <a href="https://theconsole.webcentral.com.au/execute2/store/external-domain-renewal?start=" target="_blank">renew the domain online at this link</a> or you can <a href="https://theconsole.webcentral.com.au/execute/logonDispatch" target="_blank">renew the domain in your account.</a>
Once that's renewed, your emails should start working just as soon as your domain status shows "OK" which should only take a few minutes, but can take up to 2 hours.
[[Go Back->whois]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('Expired');
</script>
</mark>The domain is expired, but the records should be up and running as normal - it's in a grace period where it's still functioning.
This isn't the problem with your emails, but you may want to renew your domain name soon otherwise it could cause problems.
<a href="https://theconsole.webcentral.com.au/execute2/store/external-domain-renewal?start=" target="_blank">You can click this link to renew your domain online</a> or you can <a href="https://theconsole.webcentral.com.au/execute/logonDispatch" target="_blank">renew the domain in your account.</a>
Let's move on to the next step.
[[Next->mx]]
[[Go Back->whois]]
<mark class="hide">
<script>
twinePassageHit('RenewSoon');
</script>
</mark>If you got all red x's, then that means you don't have a mail record set and that's more than likely the problem.
In order to add MX records that work, we need to determine what email service you're using.
[[I have cPanel that I use for emails->emcPanel]]
[[I have a Cloud hosting service for emails->emCloud]]
[[I'm using Office 365->o365]]
[[Go back->mx]]
<mark class="hide">
<script>
twinePassageHit('addmx');
</script>
</mark>In order to get your emails working on cPanel, you'll need to change your domain's Name Servers to the following;
ns1.server-cpanel.com
ns2.server-cpanel.com
You can do this by following these steps;
1. <a href="https://theconsole.webcentral.com.au" target="_blank">Login to the console</a>
2. Select "Manage" next to the relevant domain
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cpanel-2.png">
3. Select "Domain Delegation"
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cpanel-3.png">
4. In the "Name server 1" and "Name server 2" text boxes, write in "ns1.server-cpanel.com" and "ns2.server-cpanel.com" (without the quotation marks) and hit Update
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cpanel-4.png">
Now that that's done, simply wait for the change to take place and your emails should come online in (at most) 48 hours, but usually within about an hour or two.
[[I've got other custom records with my current nameserver host so I don't want to change my nameservers->elsewhere]]
[[Go back->addmx]]
[What are nameservers?]<explainns|
(click-replace: ?explainns)[Name Servers are a server that contains your domain's zone records - the information on these name servers tells the domain where to point when people try to access your website, or try to send you an email. The Name Servers store that information.
Generally, Name Servers will be set to whichever company has registered the domain, but these can be changed to any company that offers a zone management service (like Webcentral).
ns1.server-cpanel.com & ns2.server-cpanel.com are the Name Servers for cPanel, so if you're using cPanel we recommend pointing your domain towards our name servers so your zone records can be managed along with your website & email in the one interface.]
<mark class="hide">
<script>
twinePassageHit('emcPanel');
</script>
</mark>In order to get the MX records setup for Cloud the easiest way is to change your domain's nameservers to the following;
mx2.webcentral.net
mx3.webcentral.net
If your domain & Name Servers are with us you can add the MX records in <a href="https://theconsole.webcentral.net/admin/execute/mainMenu" target="_blank">The Console</a> by following [these steps]<mxsteps|;(click: ?mxsteps)[
1. Login to <a href="https://theconsole.webcentral.com.au">The Console</a>
2. Select "Zone Manager"
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cloud-2.png">
3. Under the "Add A Zone Record" heading, select "MX Record" from the dropdown menu and select "Create New Record".
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cloud-3.png">
4. Leave the name field blank and add the following;
TTL: 3600
Exchange: mx2.webcentral.net
Tick the "Is host fully qualified?" box
Preference: 20
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cloud-4.png">
5. Select submit, then repeat step 3 to add the second record using the following details;
TTL: 3600
Exchange: mx3.webcentral.net
Tick the "Is host fully qualified?" box
Preference: 10
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cloud-5.png">
6. Select submit. You're done and your MX records have been successfully added.
]
You'll need to wait for the records to propagate (up to 48 hours depending on the ISP), but generally this takes less than 2 hours.
[My zone records are hosted elsewhere]<extzone|
(click-replace: ?extzone)[If your host allows you to add records yourself, you should be able to follow these steps and get roughly the same outcome with another provider (although obviously some of the menu items and specifics will be different, the records themselves are the same). If you're not comfortable doing that or it's not applicable, then it's best to get in touch with your nameserver host and ask them to add the records on your behalf.]
[[Go back->addmx]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('emCloud');
</script>
</mark>If you have an Office 365 service with us, the simplest way to fix the problem is to update your nameservers to ours (ns1.webcentral.net, ns2.webcentral.net, and ns3.webcentral.net). You can do this by following the instructions below;
1. <a href="https://theconsole.webcentral.com.au" target="_blank">Login to the console</a>
2. Select "Manage" next to the relevant domain
<img src="https://www.webcentral.com.au/images/troubleshooter/email-o365-2.png">
3. Select "Domain Delegation"
<img src="https://www.webcentral.com.au/images/troubleshooter/email-o365-3.png">
4. In the "Name server 1" and "Name server 2" text boxes, write in "ns1.webcentral.net" and "ns2.webcentral.net" (without the quotation marks) and hit Update
<img src="https://www.webcentral.com.au/images/troubleshooter/email-o365-4.png">
There may be disruption to your domain services while that change happens (usually less than 2 hours, but it may be worth making the change in an off-peak time for your business).
[[I want to add my Office 365 records to my nameservers hosted elsewhere->o365elsewhere]]
[[Go back->addmx]]
<mark class="hide">
<script>
twinePassageHit('o365');
</script>
</mark>If you've gone through the basic checks, the next step is to do a simple mail test and then record the error you receive. What email service are you using?
[[cPanel->cptest]]
[[Cloud->cltest]]
[[Office 365->o365test]]
[[Go back->rbl]]
<mark class="hide">
<script>
twinePassageHit('test');
</script>
</mark>We're going to test that the server is sending/receiving mail by logging into webmail. In order to login to webmail, do the following;
1. Login to your account, then select manage next to the relevant domain
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cptest-1.png">
2. Under the "Dashboard" heading, select the cPanel Login tile
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cptest-2.png">
3. Now that we're in the cPanel interface, select the "Email Accounts" icon under the "Email" heading
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cptest-3.png">
4. Select "Check Email", to the right of the relevant email address
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cptest-4.png">
5. If it appears, select Roundcube under the "Open your inbox" heading
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cptest-5.png">
Now that we're in the webmail account;
1. Select "Compose" (or "New Message", depending on which interface you're using)
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cptest-webmail-1.png">
2. In the "To" box, enter an alternate email address (such as an @gmail.com email you have access to)
3. In the Subject, type "Test" and then the time - for example, "Test - 12:00pm" and then in the actual message text write the same thing.
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cptest-webmail-2.png">
4. Send the email!
Did you receive it to your alternate address?
[[Yes->cpy]]
[[No->cpn]]
[[Go back->test]]
<mark class="hide">
<script>
twinePassageHit('cptest');
</script>
</mark>We're going to test that the server is sending/receiving mail by logging into webmail. In order to login to webmail, do the following;
1. In your account, select manage next to the relevant domain
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cltest-1.png">
2. Select the "Email" heading in the menu on the left
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cltest-2.png">
3. Under the "Active email accounts" title, select "Log In" next to the email address in question
<img src="https://www.webcentral.com.au/images/troubleshooter/email-cltest-3.png">
Now that we're in the webmail account;
1. Select "Compose" (or "New Email" depending on your interface)
2. In the "To" box, enter an alternate email address (such as an @gmail.com email you have access to)
3. In the Subject, type "Test" and then the time - for example, "Test - 12:00pm" and then in the actual message text write the same thing.
4. Send the email!
Did you receive it to your alternate address?
[[Yes->cly]]
[[No->cln]]
[[Go back->test]]
<mark class="hide">
<script>
twinePassageHit('cltest');
</script>
</mark>The next step for troubleshooting Office 365 is to make sure you have the correct records added to your domain name. If your nameservers are with us, follow these steps;
1. Login to your account
2. Select Edit DNS next to the domain in question
<img src="https://www.webcentral.com.au/images/troubleshooter/email-o365test-2.png">
3. In your zone file, confirm that you have the appropriate Office 365 records (<a href="https://support.webcentral.com.au/articles/nr/Office-365-Zone-Records" target="_blank">listed here</a>)
[[I've got all the records->o365mailcorrect]]
[[I'm missing some or all records->o365mailclient]]
<mark class="hide">
<script>
twinePassageHit('o365test');
</script>
</mark>Great, now we need to check if you can receive emails. In your alternate account; hit reply, fill in the current time (so if your last email was "Test - 12:00pm", this would be something like "Test - 12:02pm") and then hit send.
Did you receive the email in webmail? Remember to give it a few minutes if it doesn't come through immediately.
[[Yes, they received it->cpworking]]
[[No, they didn't receive it->cpnot]]
[[Go back->cptest]]
<mark class="hide">
<script>
twinePassageHit('cpy');
</script>
</mark>Did you order the service less than 48 hours ago?
[Yes]<yes|(click-replace: ?yes)[If you got an error when trying to send, these can sometimes be caused by server records not propagating quickly after the service is ordered. Most of the time, this is because of delays in your ISP's cache updating. We need to wait for those records to resolve - give it up to 48 hours from when the service was created and try again]
[[No, it was ordered more than 48 hours ago->cpnoemail]]
[[No, and I got an error when trying to send the email->cpnoemail]]
[[Go back->cptest]]
<mark class="hide">
<script>
twinePassageHit('cpn');
</script>
</mark>This tells us that your service with us is working and the problem is with your mail client. We recommend trying to run through the setup process again to make sure that the information is correct, but if that doesn't work then it's best to get in touch with your mail client support team (so if you're using Outlook for example, you'd contact Microsoft). You can [click here for the information to give to them]<mailclientsettings|(click: ?mailclientsettings)[
Replace any bold text with your information;
Incoming mail server POP/IMAP: mail.<b>yourdomain.tld</b>
Incoming server port:
POP - Non SSL: 110
POP - SSL: 995
IMAP - Non SSL: 143
IMAP - SSL: 993
Outgoing mail server: <b>mail.yourdomain.tld</b>
Outgoing server port:
Non SSL: 587
SSL: 465
Authentication type: Password]
[Can you help me understand this problem?]<explainmailclient|
(click-replace: ?explainmailclient)[This tells us that the server itself can send & receive emails as intended. The problem you're having therefore must be with the mail client you're using. A mail client is an application that connects your phone to the server that's handling your mail (for example, your cPanel). An example of a mail client is Microsoft Outlook, Mozilla Thunderbird, etc. so if you're using the Mail app on iOS and getting an error it must be because the connection between the app and the server isn't working correctly.
The most common cause of issues with mail apps is incorrect details being put in when they're being setup. You can <a href="https://support.webcentral.com.au/articles/nr/Email-software-settings/?fs=Search" target="_blank">double check your email software settings against our handy support article here</a> and run through the setup again on your app, but if you do that and you're confident the details are right you'll have to get in touch with the support team for your particular app. For iOS Mail, that's Apple support. For Outlook for example, it would be Microsoft. We know a thing or two about these programs, but if you're trying to fix something as important as your email application you should go straight to the makers.]
Alternately, if you've recently been migrated you can click below for help with setting up your email client with the new server details:
[[I've been migrated recently and my mail client isn't working->Start]]
[[Go back->cpy]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('cpworking');
</script>
</mark>Okay so you sent mail successfully, but couldn't receive it. Did you receive a bounceback message to your alternate mailbox that had a wall of complicated jargon on it telling you that the mail delivery failed?
[[Yes. What do I do with that?->bounceback]]
[No]<nobb|
(click-replace: ?nobb)[Okay - give it up to an hour to see if you receive the email or bounceback message and make sure you refresh the webmail page. If you don't receive anything, this is an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got]
[[Go back->cpy]]
<mark class="hide">
<script>
twinePassageHit('cpnot');
</script>
</mark>Okay, the issue you've come across is definitely to do with our server and may be affecting other customers.
This is an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got
[[Go back->cpn]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('cpnoemail');
</script>
</mark>The bounceback email you got sent contains valuable information to help us figure out what the problem is. This is an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got
[[Go back->cpnot]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('bounceback');
</script>
</mark>The blacklisting or blocking of email servers is a common way email servers protect themselves from known spammers. It differs from the rejecting or junking of emails based on actual email content. How it works is if one email server determines that another email server is sending lots of spam and junk email out it will block that server from being able to send any emails to it.
This is done by determining the IP address or hostname of the email server known to be sending spam and not allowing any email sent from that server to arrive. You can think of it like a food strainer. The blacklisting system won't allow any emails from certain sources to get through it's filter, similar to how a strainer will not allow any large parts of food to get through it's net even though it will continue to allow water right though.
[[Go back->rbl]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('finish');
</script>
</mark>Okay, it looks like your MX records are fine. The next thing we're going to check is whether the domain has been blacklisted or not.
[[Let's do it->rbl]]
[[Go back->mx]]
<mark class="hide">
<script>
twinePassageHit('prerbl');
</script>
</mark>If you don't want to change your domain's nameservers, you can add the MX records for your cPanel service to your existing nameserver host. Let's go through the steps to find that record.
1. Login to your cPanel interface (if you're not sure how to do that, <a href="https://support.webcentral.com.au/articles/nr/Log-into-cPanel" target="_blank">click here</a>)
2. Select the Zone Editor icon
<img src="https://www.webcentral.com.au/images/troubleshooter/email-elsewhere-2.png">
3. Select "Manage" next to your domain
<img src="https://www.webcentral.com.au/images/troubleshooter/email-elsewhere-3.png">
4. Find a record called "mail.<i>yourdomain.tld</i>"
In the column called "Record" you'll see an IP address - a string of 4 numbers separated by full stops, like 192.168.1.1 for example. Take note of that IP address
<img src="https://www.webcentral.com.au/images/troubleshooter/email-elsewhere-4.png">
Next, we'll need to get your nameserver host to add your mail record (with some nameserver hosts, like Webcentral, you can manage these records yourself through your account with them. If you feel confident in doing so, you may be able to add this record yourself);
1. Contact your nameserver host and ask them the following;
<i>Can you please add an A record where the name is "mail" and the record is "<b>IP address</b>"? Once that's done, can you please point my MX record to mail.<b>yourdomain.tld?</b></i>
Once that's done, your mail should start to work again - these changes may take up to 48 hours to entirely take place, but usually happen within an hour or two. If you have any trouble, please don't hesitate to get in touch with us.
[[Go back->emcPanel]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('elsewhere');
</script>
</mark>This may or may not be a problem with the server - if you've changed your MX records (for your mail) lately (or ordered a new service) that could be the problem - give it 2 hours and try again.
The next step if it's been two hours and there's still no change is to reset the zone file. This will mean a disruption to your service (if you have a website attached to your domain for example, this will bring it down for a brief period) so it's often best to do this outside of your peak hours. The process is different depending on the platform you're hosted on - select your platform below;
[Cloud]<cloudsteps|
(click-replace: ?cloudsteps)[1. Navigate to your domain in The Console
2. Select Edit DNS
3. Select Zone Manager in the left hand menu
4. Highlight & copy all the zone records (or select Export Zone to CSV if you have a spreadsheet application) and paste them in a notepad/textedit document
5. Select Remove on each zone record
6. Once the zone records are empty (except for your SOA record, which can't be removed) re-add them all from the copy you took]
[cPanel]<cpanelsteps|
(click-replace: ?cpanelsteps)[1. Navigate to the domain in The Console
2. Select Manage
3. Select 'cPanel Login'
4. Select Zone Editor
5. Select 'Manage' next to the domain in question
6. Select the Gear icon on the right hand side of the page, and then select 'Refresh List'
That should work - wait about 10 minutes and then try another [[What's My DNS check->mx]]. If you get the same results then try the following;
4. Highlight & copy all the zone records and paste them in a notepad/textedit document
5. Select Delete on each zone record
6. Once the zone records are empty, re-add them all from the copy you took]
Check again after a few minutes using [[What's My DNS->mx]] to see if the records you added are resolving as normal. If they are, you should be good to go.
If not, please get in touch with our support team and tell them the following;
<i>Hi, I'm having trouble with the MX records for my domain - <b>mydomain.tld</b>. I've checked and can see that they're not resolving as normal using What's My DNS, they're inaccessible from several locations. Are you able to please escalate this issue to the Technology Support team so they can take a look at the DNS server? Thank you very much</i>
[[Go back->mx]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('mxissue');
</script>
</mark>While it's possible to add Office 365 zone records to the zone file with another provider, there are quite a lot of records involved so it's best and easiest to change the nameservers if possible.
If you would like to add the zone records to your existing provider's zone file instead, you can follow the steps below;
1. Login to <a href="https://theconsole.webcentral.com.au" target="_blank">The Console</a>
2. Select "Zone Manager" in the menu on the left hand side
3. Under the "Current Zone Records" heading, copy the whole page.
4. Send these in an email to your current zone provider asking them to add the records for you (or, if you're confident with zone records you can add them manually).
Some providers may have other ways to add the records (through your account, like us), but the easiest way to add this many records is to ask the company to do it for you - unfortunately we don't have access to do it for you, but your nameserver host's support team will.
[[Go back->o365]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('o365elsewhere');
</script>
</mark>If there's been a problem with the instructions, please outline the problem in the feedback link below.
[[Go back->mx]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('instr');
</script>
</mark>If there's been a problem with the instructions, please outline the problem in the feedback link below.
[[Go back->rbl]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('instr2');
</script>
</mark>Great, now we need to check if you can receive emails. In your alternate account; hit reply, fill in the current time (so if your last email was "Test - 12:00pm", this would be something like "Test - 12:02pm") and then hit send.
Did you receive the email in webmail? Remember to give it a few minutes if it doesn't come through immediately.
[[Yes, I received it->clworking]]
[[No, I didn't receive it->clnot]]
[[Go back->cltest]]
<mark class="hide">
<script>
twinePassageHit('cly');
</script>
</mark>Did you order the service less than 48 hours ago?
[Yes]<yes|(click-replace: ?yes)[If you got an error when trying to send, these can sometimes be caused by server records not propagating quickly after the service is ordered. Most of the time, this is because of delays in ISP cache updating (which is about as interesting as it sounds). We need to wait for those records to resolve - give it up to 48 hours from when the service was created and try again]
[[No, it was ordered more than 48 hours ago->clnoemail]]
[[No, and I got an error when trying to send the email->clnoemail]]
[[Go back->cltest]]
<mark class="hide">
<script>
twinePassageHit('cln');
</script>
</mark>This tells us that your service with us is working and the problem is with your mail client. We recommend trying to run through the setup process in your app/program again to make sure that the information is correct, but for further instructions on how to do that it's best to get in touch with your mail client support team, [click here for the information you'll need to give to them]<mailclientsettings|(click: ?mailclientsettings)[
Remember to replace the bolded text with your domain;
<b>POP:</b>
Incoming mail server: pop.<b>yourdomain.tld</b>
Incoming server port:
POP - Non SSL: 110
POP - SSL: 995
Outgoing mail server: smtp.<b>yourdomain.tld</b>
Outgoing server port:
Non SSL: 587
SSL: 465
Authentication type: Password
<b>IMAP:</b>
Incoming mail server: imap.<b>yourdomain.tld</b>
Incoming server port:
IMAP - Non SSL: 143
IMAP - SSL: 993
Outgoing mail server: smtp.<b>yourdomain.tld</b>
Outgoing server port:
Non SSL: 587
SSL: 465
Authentication type: Password]
[Help me understand what's happening here]<explainmailclient|
(click-replace: ?explainmailclient)[This tells us that the server itself can send & receive emails as intended. The problem you're having therefore must be with the mail client you're using. A mail client is an application that connects your phone to the server that's handling your mail (for example, your Cloud email hosting). An example of a mail client is Microsoft Outlook, Mozilla Thunderbird, etc. so if you're using the Mail app on iOS and getting an error it must be because the connection between the app and the server isn't working correctly.
The most common cause of issues with mail apps is incorrect details being put in when they're being setup. You can <a href="https://support.webcentral.com.au/articles/nr/Email-software-settings/?fs=Search" target="_blank">double check your email software settings against our handy support article here</a> and run through the setup again on your app, but if you do that and you're confident the details are right you'll have to get in touch with the support team for your particular app. For iOS Mail, that's Apple support. For Outlook for example, it would be Microsoft. We know a thing or two about these programs, but if you're trying to fix something as important as your email application you should go straight to the makers.]
[[Go back->cly]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('clworking');
</script>
</mark>Okay so you sent mail successfully, but couldn't receive it. Did you receive a bounceback message to your work mailbox that had a wall of complicated jargon on it telling you that the mail delivery failed?
[[Yes. What do I do with that?->clbounceback]]
[No]<nobb|
(click-replace: ?nobb)[Okay - give it up to an hour to see if you receive the email or bounceback message and make sure you refresh the webmail page. If you don't receive anything, the next move would be to escalate a ticket to the TSS team with the domain, the email address you're sending from & an explanation of what you've done so far]
[[Go back->cly]]
<mark class="hide">
<script>
twinePassageHit('clnot');
</script>
</mark>The bounceback email you got sent contains valuable information to help us figure out what the problem is. This is an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got
[[Go back->clnot]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('clbounceback');
</script>
</mark>Okay, the issue you've come across is definitely to do with our server. This is an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got
[[Go back->cln]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('clnoemail');
</script>
</mark>You'll need to add the following records to your domain name. You can follow the appropriate <a href="https://support.webcentral.com.au/articles/nr/Office-365-Zone-Records" target="_blank">Office 365 support guide</a> to find the right records, and use the following support articles if you're not sure how to add/edit your zone records.
<a href="https://support.webcentral.com.au/articles/nr/Zone-Manager-Overviews/" target="_blank">Cloud</a>
<a href="https://support.webcentral.com.au/articles/nr/Manage-zone-records-using-cPanel/" target="=blank">cPanel</a>
Once you've done that, we'll test that your emails work.
[[Test->o365mailtest]]
[[Go back->o365test]]
<mark class="hide">
<script>
twinePassageHit('o365mailclient');
</script>
</mark>If the zone records are correct, we now have to check email functionality. Keep in mind that if the zone records were added less than 48 hours ago this may not work depending on if they've propagated correctly yet or not. If it doesn't work, wait until 48 hours have elapsed since the records have been added and try again.
If it's been more than 48 hours (or they look to be working correctly by doing a [[What's My DNS check->mx]] prior) then we can test.
[[Let's continue testing->o365mailtest]]
<mark class="hide">
<script>
twinePassageHit('o365mailcorrect');
</script>
</mark>Now we're going to test your Office 365 mail. Login to your email account and then do the following;
1. Select "Compose"
2. In the "To" box, enter an alternate email address (like an @gmail.com address you have access to)
3. In the Subject, type "Test" and then the time - for example, "Test - 12:00pm" and then in the actual message text write the same thing.
4. Send the email
Did you receive it to your alternate address?
[[Yes->o365y]]
[[No->o365n]]
[[Go back->o365test]]
<mark class="hide">
<script>
twinePassageHit('o365mailtest');
</script>
</mark>Great, now we need to check if your can receive emails. In your alternate account; hit reply, fill in the current time (so if your last email was "Test - 12:00pm", this would be something like "Test - 12:02pm") and then hit send.
Did you receive the email? Remember to give it a few minutes if it doesn't come through immediately.
[[Yes, I received it->o365working]]
[[No, I didn't receive it->o365not]]
[[Go back->o365mailtest]]
<mark class="hide">
<script>
twinePassageHit('o365y');
</script>
</mark>Did you order the service less than 48 hours ago?
[Yes]<yes|(click-replace: ?yes)[If you got an error when trying to send, these can sometimes be caused by server records not propagating quickly after the service is provisioned. Most of the time, this is because of delays in ISP cache updating (which is about as interesting as it sounds). We need to wait for those records to resolve - give it up to 48 hours from when the service was created and try again]
[[No, it was ordered more than 48 hours ago->o365noemail]]
[[No, and I got an error when trying to send the email->o365noemail]]
[[Go back->o365mailtest]]
<mark class="hide">
<script>
twinePassageHit('o365n');
</script>
</mark>This tells us that your service with us is working and the problem is with your mail application (like the mail app on your phone or your computer). It's best to run through the setup process again on your mail client/app to make sure that the information is correct, but for further instructions on how to do that you'll need to get in touch with your mail client support team (so for example if you're using Outlook, you'd need to get in touch with Microsoft support).
[[Go back->o365y]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('o365working');
</script>
</mark>Okay so we've established that you can send mail successfully, but can't receive it. Did you receive a bounceback message to your alternate account telling you that the mail delivery failed?
[[Yes. What do I do with that?->o365bounceback]]
[No]<nobb|
(click-replace: ?nobb)[Okay - give it up to an hour to see if you receive the email or bounceback message. If you don't receive the email or a bounceback, at this stage I believe it's an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got]
[[Go back->o365y]]
<mark class="hide">
<script>
twinePassageHit('o365not');
</script>
</mark>At this stage I believe it's an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got
[[Go back->o365n]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('o365noemail');
</script>
</mark>Take a look at the bounceback email - most of the time this is an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The email address you're sending from
- The email address you're sending to
- The error you got
[[Go back->o365not]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('o365bounceback');
</script>
</mark>Your domain name has been marked as "pending delete" because the domain has not been renewed during the expiry period or redemption grace period. Unfortunately due to the rules of domain renewal that we have to follow in order to maintain our accreditation as a registrar, we're not able to renew this for you (we physically can't). That's why you're having email troubles - in order to use an email address on a domain, the domain itself has to have active records, which it can't if it has the pending delete status.
A domain name is purged from the registry database usually around 5 days after it is placed in pending delete status, however the exact time is uncertain.
Essentially from this point the best option is to wait for the domain to be purged from the registry and then register the domain again. If you'd like, <a href="https://www.webcentral.com.au/domain-names/domain-backorder/" target="_blank">you can purchase a domain backorder</a> for your domain name, which means our system will automatically try to register it once it's available.
Unfortunately, this isn't foolproof as (especially in the case of more valuable domains) people can have their own backorders and if they bought theirs before you buy yours, theirs will operate first. If that happens, the only option is to contact the new owner of the domain and try to organise a private sale.
Thanks for using the troubleshooter, we hope it's been helpful in diagnosing the issue with your emails and if there's anything we can help you with don't hesitate to get in touch with us.
[[Go Back->whois]]
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('pendingDelete');
</script>
</mark>If you've been migrated to our new AWS cPanel and the domain, MX & server checks we've just done have worked that indicates that the issue is with the mail application you're using (such as Outlook, Thunderbird, or your phone mail app).
We can help provide guidance in situations like this, we just need to clarify which tools you're using
[[Outlook->autodisco]]
[[Windows Mail->autodisco]]
[[Thunderbird->autodisco]]
[[KDE Kmail->autodisco]]
[[iPhone/Samsung default mail app->manual]]
[[Apple mail->manual]]
<mark class="hide">
<script>
twinePassageHit('Start');
</script>
</mark>For this application, the settings should be detected automatically by your mail client (which is what we call an application that grabs mail from your server with us).
The solution in this instance is going to be to remove your account from the mail client and then re-add it. Because the mail settings are detected automatically, this should correct any errors present & re-sync your mail from the server to your account.
It's always good practice to back up your emails before doing anything like this just in case something does go wrong, so feel free to select the relevant link below to see a support article from your mail provider around how to backup mail;
- <a href="https://support.office.com/en-us/article/back-up-your-email-e5845b0b-1aeb-424f-924c-aa1c33b18833" target="_blank">Outlook</a>
- <a href="https://www.quora.com/How-do-I-backup-windows-10-windows-mail-emails" target="_blank">Windows Mail</a>
- <a href="https://support.mozilla.org/en-US/kb/moving-thunderbird-data-to-a-new-computer" target="_blank">Thunderbird (this article appears to be for moving to a new computer, but just steps 1-6 are needed to backup emails)</a>
- <a href="https://docs.kde.org/stable5/en/pim/kmail2/backups.html" target="_blank">KDE Kmail</a>
<mark class="hide">
<script>
twinePassageHit('autodisco');
</script>
</mark>The mail client you're using doesn't support auto-discovering our mail settings, which means that in order to setup your email account you'll need to login to your cPanel interface and get the specific email settings you will need for that account.
What we're going to do is first remove your account from your mail app (making sure to back up any emails you have in the account), and then re-add it using the settings we find in your account.
If you're not sure how to backup your emails, it's best to contact the makers of your particular piece of mail software (so for example if you're using the Mail app on an iPhone, Apple support are the best people to talk to).
[[Okay, I've backed up any important emails and am ready to go->AddManual]]
<mark class="hide">
<script>
twinePassageHit('manual');
</script>
</mark>Once you've removed your account, go to the "Add a new account" section (this may be named something different in your application).
This process will ask for some details from the mail server you're connecting to. In order to find those, follow the steps below;
1. Login to your Webcentral account
2. Next to the domain in question, select Manage
<img src="https://www.webcentral.com.au/images/troubleshooter/email-AddManual-2.png">
3. Select cPanel Login
<img src="https://www.webcentral.com.au/images/troubleshooter/email-AddManual-3.png">
4. Select Email Accounts
<img src="https://www.webcentral.com.au/images/troubleshooter/email-AddManual-4.png">
5. Next to the email account you're trying to use, select Connect Devices
<img src="https://www.webcentral.com.au/images/troubleshooter/email-AddManual-5.png">
On this page, there's a heading that says "Mail Client Manual Settings", underneath that heading there's two boxes - Secure and Non-Secure. We recommend trying to the Secure settings. If your mail client shows an error when using them (some mail clients don't allow Secure settings) trying the Non-SSL settings is your next best bet.
<img src="https://www.webcentral.com.au/images/troubleshooter/email-AddManual-x.png">
Did that work?
[[Yes, my emails are now setup->newmailsuccess]]
[[No, I got an error during setup->newmailfail]]
<mark class="hide">
<script>
twinePassageHit('AddManual');
</script>
</mark>Fantastic, we're glad this guide was able to help set up your mail correctly. If there's anything else we can do to help, please don't hesitate to let us know via a support ticket or by jumping on our live chat.
<mark class="hide">
<script>
twinePassageHit('newmailsuccess');
</script>
</mark>For errors to do with trouble inputting the details into your application or you're not sure where to put specific pieces of information it's best to contact the makers of your application - we're unfortunately not experts in third party apps and have trouble supporting issues with them as we have no access to their back-end infrastructure.
However if there's anything that we can do to help with the settings themselves, or there was an error with any of the troubleshooting steps we provided, please don't hesitate to get in touch with us via live chat or by submitting a support ticket through your account or our website.
[[Get in touch with us->emailFeedback]]
<mark class="hide">
<script>
twinePassageHit('newmailfail');
</script>
</mark>Which topic can we help with today?
[[Access and update my account]]
[[Merge account references]]
[[Account Suspension]]
[[I've forgotten my account password]]
[[None of the above->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Account Administration');
</script>
</mark>If you can login to your account, this is the best way to update your account information. Simply follow the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Account tab
<img src="https://www.webcentral.com.au/images/troubleshooter/account-online-2.png">
3. Click Edit in the Account details section
<img src="https://www.webcentral.com.au/images/troubleshooter/account-update-online-1.png">
4. Update your contact details
5. Click Update contact details
<img src="https://www.webcentral.com.au/images/troubleshooter/account-update-online-2.png">
To update the organisation name listed on my account and invoices, please update of account details [[Via a form]].
If you have forgotten your password or are having trouble logging in, you can request a <a href="https://theconsole.webcentral.com.au/execute2/account/pages/forgotten-password?showAccountForm=true" target="_blank"> password assistance email</a>.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Online');
</script>
</mark>If you'd like to update your account details but are unable log into the account and can not access the email nor phone number on file, you will need to submit an Update of Account Details form to us. We have two of these forms, one for personal use and one for business use (if you have a business name attached to your account). Select the relevant one below, fill it out, then send it to us in a support ticket via your account or our website & we'll update your details for you as soon as possible.
<a href="https://support.webcentral.com.au/servlet/fileField?id=0BE6F0000008TPV" target="_blank"> Update of account details (business)</a>.
<a href="https://support.webcentral.com.au/servlet/fileField?id=0BE6F0000008TPW" target="_blank"> Update of account details (individuals)</a>.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Via a form');
</script>
</mark>Please login to your account and select the Website Security tab. From there, select "Log into Website Security interface". Sitelock (our website security team) may have already identified the issue & be working on resolving the problems, but if it doesn't pop up letting you know that there's a problem, perform the following scans;
Application Scan
Malware Scan
Network Scan
Spam Scan
SQL Injection Scan
XSS Scan
Once that's done, Sitelock should be working on a fix, please wait for your update in your weekly website scan results.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Yes6');
</script>
</mark>Was your website developed by Webcentral?
[[Yes->Y1]]
[[No ->N1]]
<mark class="hide">
<script>
twinePassageHit('No6');
</script>
</mark>Please escalate this one to our support team via live chat or by submitting a support ticket through your account/our website.
Please include the following information;
- Your domain name
- The issue with your website (what's changed)
We'll happily take a look at it for you and provide guidance on how we can proceed.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Y1');
</script>
</mark>If your website has been hacked but doesn't have website security you will need to get in touch with your website developer.
Because your website has been created externally we aren't able to provide support for this as we're not familiar with how your website is built - any changes we make might break something that we don't even realise can be broken. The best bet is to go to the person who built your site originally.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('N1');
</script>
</mark>If your website was hacked first find out if you have website security.
Do you have website security?
[[Yes6]]
[[No6]]
[[I'm not sure->wsc]]
<mark class="hide">
<script>
twinePassageHit('My website was hacked');
</script>
</mark>If you have been suspended for sending out spam ask you to look at your mail logs - someone may have spoofed your email address and sent out spam from an email address you previously considered secure.
The first steps to be taken in this scenario are below;
Your Webcentral account password
Your server login passwords (for cPanel/VPS customers)
The password for any device used to access your emails, like your computer or phone
The next step is to set up your SPF records. <a href="https://www.spfwizard.net/" target="_blank">You can fill out the form here</a> (or get your web developer to do it for you) to generate the record, and once you've got that you can <a href="https://support.webcentral.com.au/articles/nr/Creating-TXT-SPF-Zone-records" target="_blank add it as a TXT record to your zone file.</a>
Once that's done and you're no longer sending out spam emails, our system will automatically detect that your account isn't sending out spam & unsuspend you, usually within 48 hours.
[Why can't it be immediately unsuspended while I work on the above?]<explainer|(click-replace: ?explainer)[The reason we don't immediately unsuspend is because if you're unsuspended before the spam abuse is resolved you will be suspended again and have to go through this process again. We think (and I hope you agree) that going through this process once is better, and confirming that everything's all good before bringing the site back online again is the best way to do that.]
<mark class="hide">
<script>
twinePassageHit('I was told I was sending out spam');
</script>
</mark>If your account has been suspended due to non payment the easiest way to unsuspend it is to pay for the service that was overdue. You can use one of the following methods;
[[Credit card6]]
[[BPay]]
[[Prepaid Credit6]]
[[Direct Debit6]]
[Why was my account suspended in the first place?]<explainer|(click-replace: ?explainer)[Please be aware that Webcentral reserves the right to suspend all your accounts services that have outstanding invoices as per our terms of the subscription agreement.
We do try to make every effort to advise you of any invoices coming up for renewal, providing enough time to cancel such services or make payments.
Automatic re-subscription notifications are sent to the contact email address attached to the account 30 days prior to the subscription invoice being issued.
In the case the account remains unpaid:
We send notifications to you reminding of any overdue invoice;
Monthly subscriptions are then suspended 7 days after the overdue date;
Quarterly and annual subscriptions are then suspended 30 days after the overdue date.]
<mark class="hide">
<script>
twinePassageHit('I had a payment fail');
</script>
</mark>More specifically;
[[I want to update my account information]]
[[What is my support code?]]
[[I want to update my billing details for a particular order]]
[[I want to update existing or add new credit card details]]
<mark class="hide">
<script>
twinePassageHit('Access and update my account');
</script>
</mark>If you have multiple accounts that you'd like to manage under one we can take care of that for you, we just need the following information;
- The account you want to use moving forward
- Support codes from both accounts (the one you want to merge from and the one that needs to be merged into)
- Account references for both accounts
- Approval of merge from the account owner of both accounts
Once you've gathered that information, you can submit a support ticket through your account/our website or jump on live chat and we'd be more than happy to take care of that for you.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Merge account references');
</script>
</mark>If your account's been suspended, you would have received an email with the account reason. What was that reason?
[[My website was hacked]]
[[I was told I was sending out spam]]
[[I had a payment fail]]
[What is account suspension?]<explainer|(click-replace: ?explainer)[Because your account has been suspended all the domain services that it has are suspended aswell.
This means that all the services will not be functioning. No information, emails or files are deleted.
If your account has been suspended because the invoice wasn't received, once the payment is made the account will automatically unsuspended and service resumed. This will generally happen within the hour.]
<mark class="hide">
<script>
twinePassageHit('Account Suspension');
</script>
</mark>Please run through the <a href="https://theconsole.webcentral.com.au/execute/forgottenAccount" target="_blank">forgotten password link for your Webcentral account</a>
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('I\'ve forgotten my account password');
</script>
</mark>Please follow the steps below to pay by credit card;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. Locate the invoice you'd like to pay and click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/invoice.png>
4. Select an existing credit card option, or enter a new credit card, then click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/paythisinvoice.png>
Success! The invoice has now been paid!
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Credit card6');
</script>
</mark>For instructions on how to make BPAY payments, it's best to contact your bank. To view your Biller Code and Biller Reference numbers, please follow the instructions below:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. Locate the invoice you'd like to pay and click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/invoice.png>
4. Make sure you note down your BPay biller code and BPay reference and use them to make payment to us from your bank (this can often be done through a banking app or through your online bank account).
<img src=https://www.webcentral.com.au/images/troubleshooter/bpay.png>
Please note: BPAY payments can take up to three business days to complete.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('BPay');
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</mark>You can deposit funds into a prepaid account held with us to be used to make bulk or future purchases. Funds may be deposited via credit card or BPAY. Please select from the following options;
[[Set up Prepaid Credit account]]
[[Make a payment using Prepaid Credit]]
<mark class="hide">
<script>
twinePassageHit('Prepaid Credit6');
</script>
</mark>The Direct Debit billing method authorises us to take funds out of your bank account upon the renewal of your subscription services. In order to use this billing method, you must first complete a Direct Debit Request Form located below.
<a href="https://www.webcentral.com.au/download/direct-debit-agreement-form.pdf" target="_blank">Direct Debit Agreement Form</a>
Once that's done, please submit it in a support request through your account or our website and our team will action the direct debit setup as soon as possible.
Please note: Direct debit payments are only accepted for hosting subscriptions services and not for domain registrations or renewals.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Direct Debit6');
</script>
</mark>I want to update my account information;
[[Online]]
[[Via a form]]
<mark class="hide">
<script>
twinePassageHit('I want to update my account information');
</script>
</mark>[What is the purpose of a "support code"?]<explainer|(click-replace: ?explainer)[When you call our support centre for help in making changes that will affect your account, such as billing details or domain information, we require some authentication that the person calling is authorised to make changes of that nature. For security reasons, we do not like to take account details over the phone or via email unless we can authenticate the individual to have access to the account reference.
To remedy this, you have the option to give us a “support code” which is a 6 digit code found in your account that authenticates you as the owner of the account.]
To find or generate a support code, follow the steps below:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src="https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png">
2. Check the top right hand side of the screen in my account - your support code should be here. If it isn’t, see step 3
<img src="https://www.webcentral.com.au/images/troubleshooter/account-whatismysupportcode-2.png">
3. Select “new code” to generate a new support code
<img src="https://www.webcentral.com.au/images/troubleshooter/account-whatismysupportcode-3.png">
Success! You have now accessed your support code.
In order to authenticate you our support team will often ask for your support code, and it's good practice to supply it initially with any requests you have - it often means we'll be able to get to your request faster as we won't have to ask for it.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('What is my support code?');
</script>
</mark>Webcentral allows you to update your billing details on a particular order (provided that the order is active and hasn't been cancelled or marked as fraudulent).
You can update a specific order's billing details by following the steps below:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. On the lower right hand side, click View Pending Orders
<img src=https://www.webcentral.com.au/images/troubleshooter/accounts-update-billingparticular-1.png>
4. Click on "Update Billing Details" in the far right column for the respective order
<img src=https://www.webcentral.com.au/images/troubleshooter/accounts-update-billingparticular-2.png>
5. You can then select a different billing method or add a new credit card to be used for that order
<img src=https://www.webcentral.com.au/images/troubleshooter/accounts-update-billingparticular-3.png>
Note: Updating the billing details in this way only affects the specific order you have adjusted, while future payments for the domain name will revert to the original payment details as recorded in your account settings.
To view the billing method selected for each domain please follow these steps:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
2. Click on the "View a summary of all services"
<img src=https://www.webcentral.com.au/images/troubleshooter/accounts-update-billingparticular-4.png>
3. The Payment column will display the payment method for this specific service.
<img src=https://www.webcentral.com.au/images/troubleshooter/accounts-update-billingparticular-5.png>
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('I want to update my billing details for a particular order');
</script>
</mark>Hit the relevant topic below;
[[Add or Modify Existing Credit Card Information]]
[[Modify the Existing Credit Card Used for a Subscription Service]]
[[Remove a Credit Card]]
If you can not access your account please refer to [[I've forgotten my account password]]
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('I want to update existing or add new credit card details');
</script>
</mark>Please refer to the steps below in regards to adding or modifying existing credit card information;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src="https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png">
2. Click on the Billing tab
<img src="https://www.webcentral.com.au/images/troubleshooter/netregbilling.png">
3. Click on edit next to Default credit card
<img src="https://www.webcentral.com.au/images/troubleshooter/account-addmodifycc-3.png">
4. A) Click on edit to modify the existing details make the appropriate changes then click Modify Details
<img src="https://www.webcentral.com.au/images/troubleshooter/account-addmodifycc-4A.png">
B) To add a new credit card to your account fill in the blank information provided then click Add card
<img src="https://www.webcentral.com.au/images/troubleshooter/account-addmodifycc-4B.png">
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Add or Modify Existing Credit Card Information');
</script>
</mark>Please refer to the steps below in regards to modifying the existing credit card used for a subscription service;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src="https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png">
2. Click on the Billing tab
<img src="https://www.webcentral.com.au/images/troubleshooter/netregbilling.png">
3. Click on Services and billing details under Billing details
<img src="https://www.webcentral.com.au/images/troubleshooter/account-modifyccsub-3.png">
4. Locate the subscription you'd like to modify the credit card for and click on Credit Card under the Payment method column
<img src="https://www.webcentral.com.au/images/troubleshooter/account-modifyccsub-4.png">
5. Select the credit card you'd like to have payments deducted from moving forward, then click Select card.
<img src="https://www.webcentral.com.au/images/troubleshooter/account-modifyccsub-5.png">
Success! You have successfully modified the exisiting credit card used for a subscription service!
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Modify the Existing Credit Card Used for a Subscription Service');
</script>
</mark>A credit card must always be in place with any domain or subscription service you have with Webcentral, meaning you must have an active credit card set to default before removing the undesired credit card.
Please refer to the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Account tab
<img src="https://www.webcentral.com.au/images/troubleshooter/account-removecc-2.png">
3. Click on credit card details under Manage account
<img src="https://www.webcentral.com.au/images/troubleshooter/account-removecc-3.png">
4. Select the credit card you'd like to remove. Then click Save changes
<img src="https://www.webcentral.com.au/images/troubleshooter/account-removecc-4.png">
Success! You have successfully removed the credit card from the account.
[[Give your feedback->accFeedback]]
<mark class="hide">
<script>
twinePassageHit('Remove a Credit Card');
</script>
</mark>In order to check if you have website security or not, follow the steps below;
1. Login to your Webcentral account
2. In the list of domains that comes up on the overview page, check the "Service" column to see what products are attached
3. Find the domain in question
Does it have "Website security" listed in the Service column?
[[Yes6]]
[[No6]]
<mark class="hide">
<script>
twinePassageHit('wsc');
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</mark>Which topic can we help with today?
[[Refunds]]
[[Payments/Invoices]]
[[Unknown charges]]
[[None of the above->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Payments and Billing');
</script>
</mark>Please select from the following that relates to your enquiry:
[[How to make a payment?]]
[[What are the billing options?]]
[[How to view invoices]]
[[There is an invoice missing]]
<mark class="hide">
<script>
twinePassageHit('Payments/Invoices');
</script>
</mark>Have you submitted a cancellation request?
[[Yes]]
[[No]]
<mark class="hide">
<script>
twinePassageHit('Cancellation requests');
</script>
</mark>How were you double billed? please select from the following:
[[Multiple invoices]]
[[Double charge on credit card/other billing method]]
[[Service Downgrade/Upgrade]]
<mark class="hide">
<script>
twinePassageHit('Double billing');
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</mark>If you're requesting a refund for a domain renewal, does one of the following apply?
[[Auto renew had been turned off prior]]
[[No notification received informing you of the upcoming renewal]]
[[Domain renewal double billed->Double charge on credit card/other billing method]]
[[Domain renewed for a longer duration than specified]]
[[Other]]
<mark class="hide">
<script>
twinePassageHit('Domain renewals');
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</mark>Thanks for submitting that - that's the correct way to get this done. Take a second to read our Termination terms.
Once you've had a read of that, please submit a support ticket with your refund request through your account or our website and we'll provide guidance on how we can proceed from there.
[Click here to review our Termination Terms & Conditions]<TC|(click-replace: ?TC)[Section 6 Termination
6.1 Either party can terminate a Contract for convenience on 30 days notice, to take effect at the end of a fixed term, or if there is no fixed term, at the end of the 30 day notice period.
6.2 If you terminate a fixed term contract before the end of its term, and unless the Service Terms provide differently you will be charged an early termination charge equal to 6 months' fees or the fees for the rest of the contract term, whichever is the lesser (Early Termination Fee). If you have prepaid fees for the fixed term contract and there is greater than 6 months remaining, on request, you will be refunded the balance of the prepaid fees minus the Early Termination Fee. Refunds are not available for domain names.
6.3 If you wish to terminate your account, you can do so:
via the online cancellation form. To submit the cancellation form, login to The <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>, select tab 'Service Administration' then click on 'Service Cancellation'. Submission of this online form will generate an automated email to the email address specified in the form, and within this email will be a unique tracking number that is proof of cancellation. We will complete the cancellation request to your service at the first available opportunity, however we acknowledge the date of lodgement of the cancellation request (where we have provided a receipt ID) as the date of cancellation.
by telephone to Customer Service. You must be able to provide your account support code to verify your authority to terminate. You can find your support code on the upper right corner of the page when you login to The Console.
6.4 Either party may terminate this Contract immediately by notice in writing to the other party if:
the other party commits a material breach which cannot be remedied, of its obligations under the Contract;
the other party commits a remediable material breach of its obligations under the Contract but fails to remedy that breach within 14 days of being required to do so in writing by the first party; or
an insolvency event occurs with respect to the other party.
6.5 If we terminate a Service for a reason set out in 6.4, we shall also be entitled to immediately cease any of our other Services to you.
These terms are from https://www.webcentral.com.au/legals/]
Once you've reviewed that, please submit a support ticket with your refund request through your account or our website and we'll provide guidance on how we can proceed from there.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Yes');
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</mark>To cancel a subscription, you must log into your account(s) and use our online cancellation form.
Please follow the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Account tab
<img src=https://www.webcentral.com.au/images/troubleshooter/accounttab.png>
3. On the right hand side under General Admin and Reports you will find Cancel Services, click on this link
<img src=https://www.webcentral.com.au/images/troubleshooter/cancelservices.png>
4. Select your domain from the drop down menu
<img src=https://www.webcentral.com.au/images/troubleshooter/domaindropdown.png>
5. Tick the box next to the service you wish to cancel
<img src=https://www.webcentral.com.au/images/troubleshooter/servicetocancel.png>
6. Select a cancellation reason
<img src=https://www.webcentral.com.au/images/troubleshooter/cancellationreason.png>
7. Click Cancel service
<img src=https://www.webcentral.com.au/images/troubleshooter/cancelservice.png>
All cancellation of services are subject to the <a href="https://www.webcentral.com.au/legals/" target="_blank"> Terms and Conditions </a> of the subscription. Before cancellation, you should ensure that you have backed up any website files that you might have on our servers.
Success! You have submitted a cancellation for your service. You'll get a confirmation email or call shortly.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('No');
</script>
</mark>If you have multiple invoices for a singular service renewal/ domain renewal.
Could you please collect the following information;
- Invoice numbers
- Account reference
- Support code
- Bank statement
Once you've got this, please create a support ticket through your account or on our website with the information and the refund request. We'll happily look into it and provide guidance on what we can do as soon as possible.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Multiple invoices');
</script>
</mark>A lot of the time in situations like this one, the issue is that the bank hasn't released what's called a "pre-authorisation charge" and that makes it seem like the money has come out of your account twice when really it hasn't. The first, best move here is to contact your financial institution and ask them if the money has actually come out of your account or if it's being used to pre-authorise. If it's the latter, they'll be able to release the funds back into your account.
[What is a pre authorisation charge?]<explainer|(click-replace: ?explainer)[The pre authorisation charge is a hold on funds required until the merchant can verify that the funds are available in the chosen payment method.
Pre authorisation charges should be released within 3 business days, if this does not occur please contact your bank.]
If you've contacted your bank and they've confirmed it's two actual charges, please gather up and provide the following information in a support ticket;
- Invoice number
- Screen shot of bank statement showing the charge
- Account reference
- Support code
You can lodge the ticket through your account, or through our website.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Double charge on credit card/other billing method');
</script>
</mark>Could you please collect the following information;
- Invoice numbers of the upgraded/downgraded service
- Domain name
- Support code
- Account reference
Once you've got this, please create a support ticket through your account or on our website with the information and the refund request. We'll happily look into it and provide guidance on what we can do as soon as possible.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Service Downgrade/Upgrade');
</script>
</mark>Domain renewal notifications will be sent 30 days prior to the expiry of the domain name.
If this has not occurred please provide us with the following information;
- Domain name
- Invoice number
- Account reference
- Support Code
If you gather up that information and place it in a support ticket (through your account is best, but you can also submit them through our website) we'll be able to provide some guidance of how we can proceed in this situation.
If this does not answer your query please refer to our [[Other]] tips.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('No notification received informing you of the upcoming renewal');
</script>
</mark>Please check the duration specified via your console account, and if the renewal period is different than what you requested just grab the following information;
- Domain name(s)
- Invoice number(s)
- Account reference
- Support code
If you gather up that information and place it in a support ticket (through your account is best, but you can also submit them through our website) we'll be able to provide some guidance of how we can proceed in this situation.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Domain renewed for a longer duration than specified');
</script>
</mark>Please refer to the refund specific terms and conditions [here.]<explainer|(click-replace: ?explainer)[
Section 6 Termination
6.1 Either party can terminate a Contract for convenience on 30 days notice, to take effect at the end of a fixed term, or if there is no fixed term, at the end of the 30 day notice period.
6.2 If you terminate a fixed term contract before the end of its term, and unless the Service Terms provide differently you will be charged an early termination charge equal to 6 months' fees or the fees for the rest of the contract term, whichever is the lesser (Early Termination Fee). If you have prepaid fees for the fixed term contract and there is greater than 6 months remaining, on request, you will be refunded the balance of the prepaid fees minus the Early Termination Fee. Refunds are not available for domain names.
6.3 If you wish to terminate your account, you can do so:
via the online cancellation form. To submit the cancellation form, login to The <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>, select tab 'Service Administration' then click on 'Service Cancellation'. Submission of this online form will generate an automated email to the email address specified in the form, and within this email will be a unique tracking number that is proof of cancellation. We will complete the cancellation request to your service at the first available opportunity, however we acknowledge the date of lodgement of the cancellation request (where we have provided a receipt ID) as the date of cancellation.
by telephone to Customer Service. You must be able to provide your account support code to verify your authority to terminate. You can find your support code on the upper right corner of the page when you login to The Console.
6.4 Either party may terminate this Contract immediately by notice in writing to the other party if:
the other party commits a material breach which cannot be remedied, of its obligations under the Contract;
the other party commits a remediable material breach of its obligations under the Contract but fails to remedy that breach within 14 days of being required to do so in writing by the first party; or
an insolvency event occurs with respect to the other party.
6.5 If we terminate a Service for a reason set out in 6.4, we shall also be entitled to immediately cease any of our other Services to you.]
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Other');
</script>
</mark>Before proceeding with making payments please ensure that you have your account details.
You can pay for your invoices using any of the following methods:
[[Credit Card]]
[[BPAY]]
[[Direct Debit]]
[[Prepaid Credit]]
We do not accept payments via EFT, Cheque or PayPal.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('How to make a payment?');
</script>
</mark>The billing options that we have available for our customers are;
[[Credit Card]]
[[Prepaid Credit]]
[[Direct Debit]]
[[BPAY]]
Please click here if you want to [[Update the Payment Method and Billing Details for your current order]]
<mark class="hide">
<script>
twinePassageHit('What are the billing options?');
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</mark>If you wish to view invoices in your account, log into your account and follow the steps below:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Select the “Billing” Tab at the top of the screen
<img src=https://www.webcentral.com.au/images/troubleshooter/accountwithbillingoutlined.png>
3. View your invoices
<img src=https://www.webcentral.com.au/images/troubleshooter/viewinvoicepage.png>
Success! you're now able to view the invoices in your account!
[[Get in touch with us->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('How to view invoices');
</script>
</mark>Please provide us with the following information;
- Total amount charged
- Screen shot of the charge
- Date charged
- Last 4 digits of your credit card
- Expiry date of your credit card
- Name on credit card
- Account reference
- Support code
If you gather up that information and place it in a support ticket (through your account is best, but you can also submit them through our website) we'll be able to provide some guidance of how we can proceed in this situation.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('There is an invoice missing');
</script>
</mark>Because this is a self-managed VPS we're not able to provide the solution in this instance. If it's something you (or your IT team or web developer) aren't able to figure out then I'd recommend upgrading to a Managed VPS, and our dedicated Managed VPS team will be able to help you solve the problem.
You can email our <a href="mailto:managedvps@webcentral.com.au">Managed VPS Support</a> to get the team to help you set up your services.
Without understanding the issue with setting up the service we unfortunately can't consider a refund, so your best bet from here is to get in touch with the team and get their help with setting up, then proceeding from there.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('VPS');
</script>
</mark>There are some immediate checks you can perform to confirm if an SSL certificate has been installed correctly.
First, view the site through the HTTPS (secure) connection. To do this load the website through the following URL (replace the bolded parts with your domain)
https://<b>domain.tld</b>
Ensure you put the appropriate domain name in. If this works correctly it means that there is an SSL certificate currently being used.
Check the SSL certificate that the site is using through the following 2 third-party SSL checkers <a href="https://www.sslshopper.com/ssl-checker.html" target="_blank"> SSL Checker</a> and <a href="https://www.whynopadlock.com/" target="_blank"> Why No Padlock</a>.<img src="https://www.webcentral.com.au/images/troubleshooter/paymentsbilling-refunds-setup-ssl-1.png">
To do this load each site, input the domain name and test the site.
These checks will give you greater information on whether or not the correct SSL certificate has been installed. If they're showing green ticks, then the certificate has been installed correctly.
If you've performed those checks and you're still having trouble, for further assistance gather up the following information;
- Domain Name
- Order Number
- Approval Email (found within the order)
- Order ID (found within the order)
If you gather up that information and place it in a support ticket (through your account is best, but you can also submit them through our website) we'll be able to provide some guidance of how we can proceed in this situation.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('SSL');
</script>
</mark>Below are some steps you can take to confirm what the issue is before escalating to our technical support team.
1. Log in to the console
<img src="https://www.webcentral.com.au/images/troubleshooter/paymentsbilling-refunds-setup-0365-1.png">
2. Click on "view a summary of all services"
<img src="https://www.webcentral.com.au/images/troubleshooter/paymentsbilling-refunds-setup-0365-2.png">
3. Select the domain the licenses are associated with.
<img src="https://www.webcentral.com.au/images/troubleshooter/paymentsbilling-refunds-setup-0365-3.png">
4. Select the O365 tab and view the O365 license records
<img src="https://www.webcentral.com.au/images/troubleshooter/paymentsbilling-refunds-setup-0365-4.png">
5. Check that the correct DNS MX records have been set up to point towards the Microsoft servers (Microsoft have a handy article with <a href="https://docs.microsoft.com/en-us/microsoft-365/admin/get-help-with-domains/information-for-dns-records?view=o365-worldwide" target="_blank">how to check that here</a>)
Once these have been checked, if you've found that it's all right, then your setup should be complete and fine. If you're having any other trouble, please jump over to the [[email section of our troubleshooter->whois]] which will run you through more in-depth troubleshooting to get your emails sorted out.
Unfortunately without understanding what the problem with setup is, we're unable to confirm whether we can process a refund or not. For that reason, it's best to continue with troubleshooting.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Office 365');
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</mark>There are generally two things that go wrong when going through a Cloud setup; an incorrectly set up website and incorrectly set up emails.
[If you have an incorrectly set up website]<website|(click-replace: ?website)[
1. Check that the appropriate DNS records have been added. This will confirm that you're using our servers.
2. Load the website in your web browser. If this loads, it indicates that the site has been correctly set up.
3. Test the staging URL. If this is working but the website isn't this indicates a server error.
You can find the detailed instructions on how to troubleshoot websites in our website troubleshooter]
[If you have complained about emails not being set up properly]<email|(click-replace: ?email)[
1. Check that the appropriate DNS MX records have been added. Again confirming that you're using our servers.
2. Test by sending and recieving emails through your emails.
You can get detailed steps on how to solve this issue in our [[email section->whois]]]
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('pbCloud');
</script>
</mark>Usually with cPanel setups there are two types of issues in setup that people encounter; an incorrectly set up website and incorrectly set up emails.
[If the problem is your website]<website|(click-replace: ?website)[
1. Check that the appropriate DNS records have been added. This will confirm that you're using our servers.
2. Load the website in your web browser. If this loads, it indicates that the site has been correctly provisioned.
3. Test the staging URL. If this is working but the website isn't this indicates a server error.
You can get detailed steps on how to troubleshoot websites by jumping into our [[email troubleshooter->whois]]]
[If the problem is your emails]<emails|(click-replace: ?emails)[
1. Check that the appropriate DNS MX records have been added. Again confirming that you're using our servers.
2. Test by sending and recieving emails through your emails.
You can get detailed steps on how to do this by jumping back and going into our email troubleshooter]
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('cPanel');
</script>
</mark>In this situation it's best to get in touch with our support team who will be able to provide guidance for your particular situation. Jump on live chat or submit a support ticket through your account/our website.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('setupother');
</script>
</mark>If you would like to settle an invoice now you can do so by clicking <a href="https://theconsole.webcentral.com.au/execute2/webinvoice/pay-invoice" target="_blank">here</a>.
Please follow the steps below to pay by credit card;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. Locate the invoice you wish to pay and click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/invoice.png>
4. Select an existing credit card option, or enter a new credit card, then click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/paythisinvoice.png>
Success! The invoice has now been paid!
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Credit Card');
</script>
</mark>For instructions on how to make BPAY payments, your best bet is to contact your bank. From your account with us you can grab your Biller Code and Biller Reference numbers. To do that, please follow the instructions below:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. Locate the invoice you wish to pay and click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/invoice.png>
4. Note down your BPay biller code and BPay reference and use them to make payment to us from your bank.
<img src=https://www.webcentral.com.au/images/troubleshooter/bpay.png>
Please note: BPAY payments can take up to three (3) business days to complete.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('BPAY');
</script>
</mark>The Direct Debit billing method authorises us to take funds out of your bank account upon the renewal of your subscription services. In order to use this billing method, you must first complete a Direct Debit Request Form located below.
<a href="https://www.webcentral.com.au/download/direct-debit-agreement-form.pdf" target="_blank">Direct Debit Agreement Form</a>
Once that's done, please submit it in a support request through your account or our website and our team will action the direct debit setup as soon as possible.
Please note: Direct debit payments are only accepted for hosting subscriptions services and not for domain registrations or renewals.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Direct Debit');
</script>
</mark>You can deposit funds into a prepaid account held with us to be used to make bulk or future purchases. Funds may be deposited via credit card or BPAY. Please select from the following options;
[[Set up Prepaid Credit account]]
[[Make a payment using Prepaid Credit]]
<mark class="hide">
<script>
twinePassageHit('Prepaid Credit');
</script>
</mark>Please select from the list below which of these services you're experiencing problems with;
[[VPS]]
[[SSL]]
[[Office 365]]
[[pbCloud]]
[[cPanel]]
[[setupother]]
<mark class="hide">
<script>
twinePassageHit('Set up issues');
</script>
</mark>Please follow the steps below to set up a Prepaid Credit Account;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. Click Request a pre-paid account under Billing details
<img src=https://www.webcentral.com.au/images/troubleshooter/requestaprepaidaccount.png>
Once that's done, your prepaid account should set up automatically within a few minutes.
Once your prepaid account has been setup, you can add credit to the prepaid account by following the steps below.
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. Click on Add pre-paid credit under pre-paid account
<img src=https://www.webcentral.com.au/images/troubleshooter/addprepaidcredit.png>
4. A) Select an existing credit card option, or enter a new credit card, then type the amount you wish to deposit. Click Recharge
<img src=https://www.webcentral.com.au/images/troubleshooter/rechargeprepaid.png>
B) Recharge using BPAY, you will need to note down your BPay biller code and BPay reference and use them to make payment from your bank
<img src=https://www.webcentral.com.au/images/troubleshooter/rechargebpay.png>
Success! You have set up your prepaid credit account and now you can set this as your default payment method should you choose to.
Please note: This only adds credit to your prepaid account for current or future use. If you already have an outstanding invoice, you will need to manually pay it off, as topped-up credit will not automatically pay outstanding invoices.
Please click here to [[Make a payment using Prepaid Credit]]
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Set up Prepaid Credit account');
</script>
</mark>To assist you with paying your invoice manually after you have topped up your pre-paid credit, please follow the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. Locate the invoice you wish to pay and click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/invoice.png>
4. Scroll down to Pay this Invoice and select the Prepaid Credit payment option
<img src=https://www.webcentral.com.au/images/troubleshooter/payprepaid.png>
5. Enter the amount you wish to pay with your prepaid credit, then click Pay now
<img src=https://www.webcentral.com.au/images/troubleshooter/enteramount.png>
Success! you have paid for your invoice using Prepaid Credit!
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Make a payment using Prepaid Credit');
</script>
</mark>Please select from the following options:
[[Cancellation requests]]
[[Double billing]]
[[Domain renewals]]
[[Set up issues]]
[Examples of Set up issues]<setup|(click-replace: ?setup)[The set up issues could be related to the products not being set up in a suitable timeframe or by being incorrectly ordered. Examples of these products could include VPS, SSL, Office 365, Cloud, cPanel or other.]
Please be aware that we do not offer refunds for the following services;
- Domain Manager
- Domain Privacy
- Domain Backorder
We also aren't able to refund services that are on monthly subscriptions, apologies for the inconvenience.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Refunds');
</script>
</mark>If you're contacting us because there is an unauthorised charge that has been made on your account please ensure that you have contacted your bank first in order to ensure that this is not a pre authorisation charge.
[ What is a pre authorisation charge?]<explainer|(click-replace: ?explainer)[The pre authorisation charge is a hold on funds required until the merchant can verify that the funds are available in the chosen payment option used.
Pre authorisation charges should be released within 3 business days, if this does not occurr please have you contact your bank.]
If your bank has confirmed that it is a completed charge please provide us with the following information;
- Date charged
- Total amount
- Last 4 digits on card
- Expiry on card
- Name on card
- Screen shot (if applicable)
- Account reference
- Support code
If you gather up that information and place it in a support ticket (through your account is best, but you can also submit them through our website) we'll be able to provide some guidance of how we can proceed in this situation.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Unknown charges');
</script>
</mark>Webcentral allows you to update your billing details on a particular order, as long as the order has not been rejected.
You can update your main billing details by following the steps below:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click on the Billing tab
<img src=https://www.webcentral.com.au/images/troubleshooter/netregbilling.png>
3. On the lower right hand side, click View Pending Orders
4. Click on "Update Billing Details" in the far right column for the respective order
5. You can then select a different billing method or add a new credit card to be used for that order
Note: Updating the billing details in this way only affects the specific order you have adjusted, while future payments for the domain name will revert to the original payment details as recorded in your account settings.
To view the billing method selected for each domain please follow these steps:
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
2. Click on the Overview tab
3. Click on the View a summary of all services link
4. The Payment column will display the payment method for this specific service.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Update the Payment Method and Billing Details for your current order');
</script>
</mark>Please provide us with the following information;
- Domain name
- Account reference
- Support code
If you gather up that information and place it in a support ticket (through your account is best, but you can also submit them through our website) we'll be able to provide some guidance of how we can proceed in this situation.
[[Give your feedback->pbfeedback]]
<mark class="hide">
<script>
twinePassageHit('Auto renew had been turned off prior');
</script>
</mark>Please select what you'd like to do below
I want to;
[[Transfer my domain->Transfer my domain(s)]]
[[Lock/Unlock my domain->Lock and unlock the domain]]
[[Get my EPP code->EPP code]]
[[Renew my domain->Renew my domain]]
[[Recover my domain from redemption->Recover the domain from redemption]]
[[Update my domain contact information->Contact details]]
[[Update my domain registrant details->Registrant]]
[[Update my name servers->Name servers]]
[[None of the above->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Domains');
</script>
</mark>In order to update your contact details for your .au domain simply follow the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Select “view a summary of all domains”
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-nameserver-1.png">
3. Click “Manage” next to the relevant domain
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-contactupdate-2.png">
4. Select the "Domain Name" option on the menu on the left
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-contactupdate-3.png">
5. Scroll down to Domain Contacts and click on the Update button next to the contact you want to update. Be aware this will affect all domains using this NIC Handle.
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-contactupdate-4.png">
[Help me understand what a NIC handle is]<NIC|(click-replace: ?NIC)[
A NIC handle is essentially a contact, similar to how you'd save a contact in your phone. It's a string of letters & numbers that tells us what the full contact details are for someone. There are 4 different types of domain contact that use NIC handles;
- Registrant contact: the primary registrant and domain owner
- Admin contact: the general administrative contact
- Tech contact: the general technical contact
- Billing contact: usually reserved for billing officers for companies if used at all
The difference between a NIC handle and a phone contact is that a NIC handle can be used on different domains. So say for example I wanted the details of one of your contacts, instead of you having to give me your phone number, email address etc. you would just be able to share that string and I'd have all the information you do.
The downside of that is that if you update the phone number on your contact, it changes all others using that same NIC handle which may not be what you want.]
5. Make the required changes to the contact, then click Update
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-contactupdate-5.png">
The whois contact details you can update for a GTLD (.com, .net, .org) domain are;
- Admin
- Tech
- Billing
You will need to approve the changes you've made to the contacts for this domain - the approval email will be sent to the current (prior to your change) registrant contact email address.
[[I don't have access to the registrant email/domain password]]
If you're having trouble updating your registrant details please refer to [[this page->Registrant]] for more information.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Contact details');
</script>
</mark>[[Registrant name change for .au (RNC)]]
[[Change of ownership for gTLD (.com, .net, .org, .nz, .uk etc)]]
<mark class="hide">
<script>
twinePassageHit('Registrant');
</script>
</mark>To modify the name servers for your domain, simply follow the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Select “view a summary of all domains”
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-nameserver-1.png">
3. Click “manage” next to the relevant domain
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-nameserver-2.png">
4. Select “Domain Delegation”
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-nameserver-3.png">
5. Modify the nameservers as desired - Note that our Cloud Hosting and cPanel Hosting default nameservers are as follows:
Cloud:
ns1.webcentral.net
ns2.webcentral.net
ns3.webcentral.net
cPanel:
ns1.server-cpanel.com
ns2.server-cpanel.com
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-nameserver-4.png">
For more information regarding glue records, DNS servers and child name servers please refer to our support article <a href="https://support.webcentral.com.au/articles/nr/DNS-servers-Child-name-servers-Glue-records/?q=name+servers&fs=Search&pn=1" target="_blank"> here.</a>
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Name servers');
</script>
</mark>[What is an EPP code?]<explainer|(click-replace: ?explainer)[Domain password/EPP code/auth code
When transferring a domain name between registrars or updating the owner of the domain, you may need to provide the “Domain Authorisation Code” to our support team in order to verify yourself as someone eligible to make any changes to the domain.
The Authorisation Code may be referred to as an EPP code, an Auth code, or a domain password. Depending the registry the
domain is registered in and the TLD of the domain, there may be steps that differ between how you obtain your EPP code.]
Here are the following steps you will need to follow in order to obtain your EPP code;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Select “manage” for the domain you wish to obtain the EPP code for
<img src=https://www.webcentral.com.au/images/troubleshooter/manageyourdomains.png>
3. Select “Domain Name” on the left of the screen
<img src=https://www.webcentral.com.au/images/troubleshooter/domainname.png
4. Select the “Show” button on the EPP password row
<img src=https://www.webcentral.com.au/images/troubleshooter/showepp.png>
5. The EPP code will appear
<img src=https://www.webcentral.com.au/images/troubleshooter/epprevealed.png>
Success! You just obtained your EPP code/Auth code/Domain Password
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('EPP code');
</script>
</mark>[[I'm an existing customer & want to move my domain to Webcentral]]
[[I'm a new customer and need an account created]]
[[I want to move my domain away]]
<mark class="hide">
<script>
twinePassageHit('Transfer my domain(s)');
</script>
</mark>[What is a Registrant Name Change?]<explainer|(click-replace: ?explainer)[A Registrant Name Change is the process of transferring the ownership of a domain name ending in .au from one party to another. A transfer of ownership involves complete re-registration of the domain for 2 years with the receiving party/individual, who will need to meet the eligibility requirements to hold the registration of the domain. An administration fee of $119 AUD applies for every Registrant Name Change (RNC).]
You can submit your .au Registrant Name Change <a href="https://theconsole.webcentral.com.au/execute2/store/multi-registrant-name-change?start=" target="_blank">online here</a>, you'll just need to keep in mind that the following requirements must be met to successfully complete the Registrant name change form:
- The domain name is currently registered with Webcentral
- The correct spelling for the domain name
- The current registrant contact details for the domain name are valid and accessible
- A confirmation request will be sent to the registrant contact email address (you can double check what that is by <a href="whois.auda.org.au" target="_blank">doing a WhoIs</a>
- Valid credit card details
- The domain authorisation code (also called an EPP code or domain password)
Once you've completed that form your details will update shortly.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Registrant name change for .au (RNC)');
</script>
</mark>Please click on the gTLD (domain extension) that you're dealing with;
- [[.asia domains]]
- [[.uk domains->.uk]]
- [[.com, .net, .org, .nz domains]]
<mark class="hide">
<script>
twinePassageHit('Change of ownership for gTLD (.com, .net, .org, .nz, .uk etc)');
</script>
</mark>If you want to check whether your domain is locked or unlocked you can do so via a <a href="https://www.webcentral.com.au/domain-names/whois/" target="_blank">Whois search</a>.
The status should be at "EPP Ok".
For more information please refer to our <a href="https://support.webcentral.com.au/articles/nr/Locking-or-unlocking-domain-names/?q=lock+and+unlock+domains&fs=Search&pn=1" target="_blank"> Lock and unlock domain support article.</a>
If you can see the following;
- Pending purge
- Pending delete
- Server prohibited
- Redemption status (for this one, [[click here->Recover the domain from redemption]]
You'll need to get in touch with our support team who will be able to advise on the best way forward.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Lock and unlock the domain');
</script>
</mark>How do you want to renew your domain?
[When will I receive domain renewal reminders?]<explainer|(click-replace: ?explainer)[Webcentral will send customers three email reminders before your domain expires.
1. 89 days prior to domain expiry.
2. 30 days prior to domain expiry.
3. 5 days prior to domain expiry.
These emails include a link allowing you to renew the expiring domain. If you missed these emails or if you have not received these emails please <a href="https://theconsole.webcentral.com.au/execute2/store/external-domain-renewal?start=" target="_blank"> Click Here <a/>to renew your domain now without having to log into your account. Please note that when using our express renewal method you will need to supply a credit card and invoice receipts are automatically sent to the contact saved on file.]
[[Manual domain renewal]]
[[Auto domain renewal]]
[[Multiple domain renewal]]
[[I've tried to renew the domain already and failed]]
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Renew my domain');
</script>
</mark>Changing ownership of a .asia domain
To change the CED Contact*/Registrant of a .asia domain,<a href="https://www.webcentral.com.au/forms/ticket/" target="_blank"> submit a ticket</a> to our support team with the following information;
- Domain name
- Company letterhead + photo ID of current Registrant authorising the changes.
- CED Contact Details/new Registrant details:
- CED CC Locality: AU
- CED State/Province
- CED City
- CED Type of Legal Entity: naturalPerson
- CED Type (Other)
- CED Form of Identification: passport
- CED Form of ID (Other)
- CED Identification Number
[What is CED?]<explainer|(click-replace: ?explainer)[A CED Contact is the Asia-Pacific based registrant which qualifies you to register a .asia domain name.]
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('.asia domains');
</script>
</mark>In order to get that contact updated, you'll need to get in touch with our support team via live chat through our website or by submitting a support ticket through your account. You'll need to provide the following information;
- Support Code
- Information for the person you want to update the details to
- Access to the current registrant email address
- Photo ID of the registrant
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('.uk');
</script>
</mark>In order to make updates to your domain contact information you can login to your account and make the changes by following the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank">Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Select Manage next to the relevant domain
3. On the next page, select the Domain Name option on the menu on the left
4. Scroll down to Domain Contacts and click on the Update button next to the contact you want to update. Be aware this will effect all domains using this NIC Handle.
You will need to approve the changes you've made to the contacts for this domain - the approval email will be sent to the current (prior to your change) registrant contact email address.
[[I don't have access to the registrant email/domain password]]
[Help me understand what a NIC handle is]<NIC|(click-replace: ?NIC)[
A NIC handle is essentially a contact, similar to how you'd save a contact in your phone. It's a string of letters & numbers that tells us what the full contact details are for someone. There are 4 different types of domain contact that use NIC handles;
- Registrant contact: the primary registrant and domain owner
- Admin contact: the general administrative contact
- Tech contact: the general technical contact
- Billing contact: usually reserved for billing officers for companies if used at all
The difference between a NIC handle and a phone contact is that a NIC handle can be used on different domains. So say for example I wanted the details of one of your contacts, instead of you having to give me your phone number, email address etc. you would just be able to share that string and I'd have all the information you do.
The downside of that is that if you update the phone number on your contact, it changes all others using that same NIC handle which may not be what you want.]
If you have any feedback please provide it below;
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('.com, .net, .org, .nz domains');
</script>
</mark>Once a request has been made to transfer a gTLD domain name to us, an email will be sent to the WHOIS admin contact email address of the domain (this email can take 1-2 hours to be sent).
You can check what the current WHOIS admin contact email address for your gTLD domain is at any WHOIS database <a href="http://whois.domaintools.com/" target="_blank">any WHOIS database.</a>.
If you do not currently have access to this email address, the best way to get it is to contact your current registrar and request an update to your domain's WHOIS admin contact email address.
To proceed with the transfer, an approval link in the email sent to the admin contact email address must be clicked.
Once clicked, the request to transfer the domain begins. It generally takes 5-7 days from the moment the link is clicked for the gTLD domain to be transferred to us, but this can be fast-tracked if you contact your previous domain registrar and ask them to approve the domain transfer. Some registrars will do this (like us) but some won't.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Approving a gTLD domain transfer');
</script>
</mark>If you don't have access to the registrant email and still require your EPP code, you can request to have the email address changed and the code emailed to you by completing our
<a href="https://www.webcentral.com.au/download/domain-password-recovery-form.pdf" target="_blank">domain name password recovery form<a/>. Once that's done, submit it in a support ticket through your account and our support team will be more than happy to get that done as soon as possible.
<b>Note that this is for .au domains only.</b> If you have any other domain extension, just get in touch with our support team and they'll be able to verify whether you're the owner of the domain name and send out the EPP code if you are.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('I don\'t have access to the registrant email/domain password');
</script>
</mark>In order to transfer your domain to Webcentral just follow the steps below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Select the Order tab
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-existing-2.png">
3. Click Transfer domains
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-existing-3.png">
4. Type in the domain name and select the appropriate TLD extension from the drop down, add the domain password, and click continue
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-existing-4.png">
5. Select the amount of years you’d like to renew the domain for (if necessary), and select “add selected domains to cart”
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-existing-5.png">
6. Select an existing user from the drop down menu or create a new one using the form provided. If you do not wish to edit the registrant information for the domain name, enter the current registrant information into the “New Registrant” contact fields.
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-existing-6.png">
7. Check the order summary page to ensure that the domain name and payment details are correct, and that you’ve read and agree to the terms and conditions, then click continue.
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-existing-7.png">
8. Congratulations! You’ve just initiated the transfer for your domain.
See [[Approving a gTLD domain transfer]] for more information.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('I\'m an existing customer & want to move my domain to Webcentral');
</script>
</mark>In order to transfer your domain to Webcentral just follow the steps below;
1. Click <a href="https://theconsole.webcentral.com.au/execute2/store/multi-domain-transfer?start=" target="_blank"> Transfer your domain</a>
2. Type in the domain name and select the appropriate TLD extension from the drop down, add the domain password, and click continue
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-new-1.png">
3. Select the amount of years you’d like to renew the domain for(if necessary), and select “add selected domains to cart”
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-new-2.png">
4. Here you can either create a new account under the “New Customer” form, or, if you’ve already created an account, Log in and continue the transfer under the “Returning Customer” form.
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-new-3.png">
5. Here you can either use the account contact you’ve just created as the registrant, or enter alternative details, then click continue.
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-new-4.png">
6. Check the order summary page to ensure that the domain name is correct, enter your payment details (if necessary), and check that you’ve read and agree to the terms and conditions, then click continue.
<img src="https://www.webcentral.com.au/images/troubleshooter/domains-transfer-new-5.png">
7. Congratulations! You’ve just initiated the transfer for your domain
See [[Approving a gTLD domain transfer]] for more information.
Once submitted, you will immediately get an email to the email address provided during account creation.
This email will include your account reference and password for your new account. However, no domain or services will exist within the account yet until the domain order is completed - don't panic! This should only take a few minutes.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('I\'m a new customer and need an account created');
</script>
</mark>In order to move your domain away to another provider, you'll need to get your EPP code from our system and then submit the transfer to your new registrar in their system. If you have your EPP code already, you're good to go. If you don't, you can see the steps to find it by clicking [[here->EPP code]]
For more information please also refer to our <a href="https://support.webcentral.com.au/articles/nr/Transferring-domains-away-from-Webcentral/" target="_blank"> transferring domains away support article</a>.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('I want to move my domain away');
</script>
</mark>[What is Domain Redemption?]<explainer|(click-replace: ?explainer)[When a domain expires, domain owners typically have a 30 day grace period where the domain remains reserved for them to renew prior to lapsing. Once a domain lapses, it becomes available for re-registration by the public. For gTLD domains (domain ending in .com, .net, .org), prior to lapsing, a domain falls into what is referred to as a redemption period.
During this redemption period, the domain name is still reserved for the original domain owner to renew however the price of renewal is higher.]
[[How can I recover my domain in redemption status?->How do you recover your domain out from redemption?]]
[[How can I stop my domain from going into redemption?->How does you prevent your domain from falling into redemption?]]
[[What happens if I don't recover my domain?->What happens if you don't recover your domain from redemption?]]
<mark class="hide">
<script>
twinePassageHit('Recover the domain from redemption');
</script>
</mark>The safest way to prevent your domain name from falling into redemption is to turn on automatic domain renewals. If you're not comfortable with setting your domain to automatically renew, then the best bet is to make sure you catch our domain renewal emails which will be sent 90, 30, and 5 days prior to your domain renewal.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('How does you prevent your domain from falling into redemption?');
</script>
</mark>If your domain name has fallen into redemption, you'll need to get in touch with us via live chat on our website or via a support ticket through your account. Please provide the following information;
- Your domain name
- Your account support code (<a href="https://support.webcentral.com.au/articles/nr/Support-Code-authentication" target="_blank">How do I do this?</a>)
- Request to recover your domain from redemption
- Your agreement to pay the domain's renewal price + the extra cost for redeeming it that we collect on behalf of the registry, adding up to $220
Please note: you will need to have a credit card saved on file in order for us to redeem you domain name.
[Why is the cost higher than a regular domain renewal?]<explainer|(click-replace: ?explainer)[In order to recover a domain name from redemption, we have to intervene on your behalf with the domain registry (which is the company that actually creates domain names) who have already put in place the mechanics to de-register your domain. When we do this, the domain registry charges a fee for disrupting the normal process. The price that we charge is a combination of the renewal fee of the domain and the cost of redemption at the registry.
To avoid the additional cost of recovering a domain from redemption in future, we recommend that you turn on the domain auto-renewal feature.]
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('How does you recover your domain out from redemption?');
</script>
</mark>When the domain redemption period ends, the domain will enter a pending delete period after which it will officially lapse and become available to the public for re-registration.
The chances of the original domain owner re-registering a popular domain name after it has lapsed is slim. If you wish to keep your domain name, we recommend you recover it from redemption then turn on automatic renewals moving forward.
[[How do I recover my domain in redemption status?->How do you recover your domain out from redemption?]]
<mark class="hide">
<script>
twinePassageHit('What happens if you don\'t recover your domain from redemption?');
</script>
</mark>In order to get that contact updated, you'll need to get in touch with our support team via live chat through our website or by submitting a support ticket through your account. You'll need to provide the following information;
- Domain name
- The order number for your renewal
- Your support code
Once you've done that, we'll get back to you with a fix as soon as possible.
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('I\'ve tried to renew the domain already and failed');
</script>
</mark>Please follow the steps below to manually renew a domain;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click "Domains due for renewal" located in the yellow Account Alerts box at the top of the page
<img src=https://www.webcentral.com.au/images/troubleshooter/accountalerts.png>
3. Select the renewal period you wish to have the domain renewed for.
*Certain TLDs are available to be renewed for up to nine years.
<img src=https://www.webcentral.com.au/images/troubleshooter/ordersummary.png>
4. Select an existing credit card (use the drop down box if you have more than one credit card on file or if you wish to use pre-paid credit) or enter a new credit card.
<img src=https://www.webcentral.com.au/images/troubleshooter/selectanexistingcc.png>
5. Click "Continue"
<img src=https://www.webcentral.com.au/images/troubleshooter/continue.png>
Success! You have manually renewed your domain!
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Manual domain renewal');
</script>
</mark>Please follow the steps below to renew multiple domains;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Click "view summary of all domains"
<img src=https://www.webcentral.com.au/images/troubleshooter/viewsummaryofalldomains.png>
3. Select the multiple domains you wish to renew
<img src=https://www.webcentral.com.au/images/troubleshooter/selectmultipledomains.png>
4. Click "Renew Selected"
<img src=https://www.webcentral.com.au/images/troubleshooter/renewselected.png>
5. Select the "renewal period" you wish to have the domain renewed for.
<img src=https://www.webcentral.com.au/images/troubleshooter/renewdomains.png>
6. Select the "billing method" you wish to use.
<img src=https://www.webcentral.com.au/images/troubleshooter/selectbillingmethod.png>
7. Click "Complete Order"
<img src=https://www.webcentral.com.au/images/troubleshooter/completeorder.png>
Success! You have now renewed multiple domains!
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Multiple domain renewal');
</script>
</mark>Webcentral offers an “auto-renewal” feature to ensure that your domains are renewed well before their expiry. This is to make sure that the
domain remains active and does not affect services associated with the domain, and does not expire and become available for registration.
[How does auto-renewal work?]<explainer|(click-replace: ?explainer)[Auto-renewal works by renewing your domain 30 days before its expiry date. If you have auto-renewal turned on for your domain you
will receive an email 30 days before we renew it, which is 60 days before the domain is set to expire. The next notification email will be
to inform you that the renewal has been paid for and the domain has been renewed 30 days before its expiry. Note that cancelling the
auto-renew service does not entitle you to a refund for recently renewed domains.]
To manage your domain auto-renewal settings, follow the instructions below;
1. Log into the <a href="https://theconsole.webcentral.com.au/" target="_blank"> Console</a>
<img src=https://www.webcentral.com.au/images/troubleshooter/Logintoconsole.png>
2. Select “View a summary of all domains” in the top right of the screen
<img src=https://www.webcentral.com.au/images/troubleshooter/viewsummaryofalldomains.png>
3. Toggle the "auto-renew settings" on the right of the screen
<img src=https://www.webcentral.com.au/images/troubleshooter/toggleautorenew.png>
Success! You have just updated your auto-renewal settings!
[[Give your feedback->domainsFeedback]]
<mark class="hide">
<script>
twinePassageHit('Auto domain renewal');
</script>
</mark>The first step is to check the domain name status - if the domain name is expired, or having issues, it can impact an email services.
A WhoIs is a basic check for domain names. We're going to search the domain name, then scroll down and look for the "Domain Status" field.
1. Go to the following link;
<a href="https://www.webcentral.com.au/domain-names/whois/" target="_blank">WhoIs</a>
2. In the "Find out who owns a domain" section, type in your domain name and hit search
3. Once the results load, scroll down and look for the "Domain Status" field. What does it say?
<img src="https://www.webcentral.com.au/images/troubleshooter/domain-status-example.png">
Which option below did you see?
[[OK->DN Good]]
[[serverRenewProhibited->DN Good]]
[[ClientTransferProhibited->DN Good]]
[[ClientDeleteProhibited->DN Good]]
[[ClientUpdateProhibited->DN Good]]
[[RenewPeriod->DN Okay]]
[[RedemptionPeriod->DN Bad]]
[[serverHold (Expired)->DN Bad]]
[[serverUpdateProhibited (Expired)->DN Bad]]
[[pendingDelete->DN Bad]]
[[None of these->webFeedback]]
[[Something went wrong with the instructions->webFeedback]]
[What is a WhoIs? Why do I need to check this?]<explainwhois|
(click-replace: ?explainwhois)[A WhoIs service is used to search a database of domain contacts - when a domain is registered, you put in your contact information and, if you haven't purchased a domain privacy service, that information is put in the online WhoIs database.
Along with that data, the database also contains information about the status of the domain name - things like when it was last updated/renewed, when it's due to expire, and what its current state is (whether it's in its regular registration period, in its expiry period, or if it's totally unregistered).
The WhoIs tool we're using queries that data and returns that information.]
<mark class="hide">
<script>
twinePassageHit('Domain Name');
</script>
</mark>Alright, since your domain is working fine we'll run a check using a tool called What's My DNS.
1. Go to <a href="https://www.whatsmydns.net/">What's My DNS</a>
2. You'll see a text box - write your domain name there
3. Select the dropdown menu and change it to A
4. Once that's done, hit "Search"
<img src="https://www.webcentral.com.au/images/troubleshooter/website-dnscheck-4.png">
We're looking for is whether the results are mostly green or mostly red.
[[I got all greens->DNS Good]]
[[I got mostly green ticks (1-3 red x results)->DNS Good]]
[[I got all red x's->DNS Bad]]
[[I got red x's for more than 3 locations, but the rest are green ticks->DNS Bad-ish]]
[[Something went wrong with the instructions->webFeedback]]
[[Go Back->Domain Name]]
[What's an A record? Why am I using What's My DNS?]<explaina|
(click-replace: ?explaina)[A records tell your domain where to go to get your website files.
When you add any zone record (including A records), there can be a "propagation" period of up to 48 hours depending on your ISP. WhatsMyDNS has servers around the world that ping your domain and make sure that it's pointing to the correct place. If it is, you get green ticks. If it's not, red x's.]
<mark class="hide">
<script>
twinePassageHit('DNS Check');
</script>
</mark>The domain name status seems fine, let's continue with another check.
[[Next->DNS Check]]
[[Back->Domain Name]]
<mark class="hide">
<script>
twinePassageHit('DN Good');
</script>
</mark>The domain is expired, but the records should be up and running as normal - it's in a grace period where it's still functioning.
This isn't the problem with your website, but you may want to renew your domain name soon otherwise it could cause problems.
<a href="https://theconsole.webcentral.com.au/execute2/store/external-domain-renewal?start=" target="_blank">You can click this link to renew your domain online</a> or you can <a href="https://theconsole.webcentral.com.au/execute/logonDispatch" target="_blank">renew the domain in your account.</a>
Let's move on to the next step.
[[Next->Not Hosted]]
[[Back->Domain Name]]
<mark class="hide">
<script>
twinePassageHit('DN Okay');
</script>
</mark>Okay, it looks like your A records are fine. We'll run some tests specific to what platform you're on now;
[[I have cPanel hosting->cPanel Staging URL]]
[[I have Cloud hosting->Cloud Staging URL]]
[[I have VPS hosting->VPS Hosted]]
[[Go Back->Not Hosted]]
<mark class="hide">
<script>
twinePassageHit('DNS Good');
</script>
</mark>If you're not sure whether you have cPanel or Cloud hosting, follow these steps to find out:
1. Login to your account
2. On the left hand side you will see a list of services, this will either have cPanel Hosting or Cloud Hosting as an option. Whichever one you have, that's the service you're on.
You may also be on VPS (virtual private server), to find this out login to your account and select VPS Administration on the right hand side. If there's a VPS there then you have a VPS, if the option isn't there then you don't.
[[I have cPanel hosting->cPanel Staging URL]]
[[I have Cloud hosting->Cloud Staging URL]]
[[I have VPS hosting->VPS Hosted]]
[[I have none of these options available->Not Hosted]]
If this problem is specifically regarding a slow website this will require different trouble shooting.
[[I have a slow website->Slow]]
<mark class="hide">
<script>
twinePassageHit('cPanel,Cloud or VPS Hosted');
</script>
</mark>Great! Now we know that you have cPanel we can continue troubleshooting.
The first thing we will check is if the site is working through the Staging URL.
[What is a Staging URL]<explainer|(click-replace: ?explainer)[The staging URL is a direct URL to view the website files on our server. If the domain name is pointed to our server, the staging URL and domain name will show the exact same files. The staging URL does not grant access to a separate area, it's simply another method of accessing the same website files.]
To access the cPanel Staging URL we will need to locate the server name and cPanel name for the account.
Firstly, you will need login to your account.
[[Next->cPanel Staging URL 01]]
<mark class="hide">
<script>
twinePassageHit('cPanel Staging URL');
</script>
</mark>Great! Now that we know you're on Cloud we can continue troubleshooting. We will check if the site is working through the Staging URL.
To locate the staging URL of the Cloud Hosting website hosting subscription:
1. <a href="https://theconsole.webcentral.com.au" target="_blank">Login to the console</a>
2. Select "Manage" next to the domain in question
<img src="https://www.webcentral.com.au/images/troubleshooter/website-cloudstagingurl-2.png">
3. Select Cloud Hosting in the menu on the left
<img src="https://www.webcentral.com.au/images/troubleshooter/website-cloudstagingurl-3.png">
4. Scroll down to where it says "Staging URL", under the FTP details heading
<img src="https://www.webcentral.com.au/images/troubleshooter/website-cloudstagingurl-4.png">
Once you have done this click [[here->Staging URL works]]
[What is a Staging URL?]<explainer|(click-replace: ?explainer)[<img src="https://www.webcentral.com.au/images/troubleshooter/staging-url-example.png">
The Staging URL is another place where you can view your website. The staging URL directly accesses the website files you have on your server. If the domain is web hosted with us, the staging URL and website URL will show the same thing.]
<mark class="hide">
<script>
twinePassageHit('Cloud Staging URL');
</script>
</mark>In this case, your domain name is expired. That's (almost certainly) why you're having website troubles - in order to use a website on a domain, the domain itself has to have active records, which it can't if it's expired.
Don't panic though; in order to get your website up and running again you can either <a href="https://theconsole.webcentral.com.au/execute2/store/external-domain-renewal?start=" target="_blank">renew the domain online at this link</a> or you can <a href="https://theconsole.webcentral.com.au/execute/logonDispatch" target="_blank">renew the domain in your account.</a>
Once that's renewed, your website should start working just as soon as your domain status shows "OK" which should only take a few minutes, but can take up to 2 hours.
[[Go Back->Domain Name]]
[[Get in touch with us->webFeedback]]
<mark class="hide">
<script>
twinePassageHit('DN Bad');
</script>
</mark>This may or may not be a problem with the server - if you've changed your A records (for your website) lately (or ordered a new service) that could be the problem - give it 2 hours and try again.
The next step if it's been two hours and there's still no change is to reset the zone file. This will mean a disruption to your service (if you have a website attached to your domain for example, this will bring it down for a brief period) so it's often best to do this outside of your peak hours. The process is different depending on the platform you're hosted on - select your platform below;
[Cloud]<cloudsteps|
(click-replace: ?cloudsteps)[1. Navigate to your domain in The Console
2. Select Edit DNS
3. Select Zone Manager in the left hand menu
4. Highlight & copy all the zone records (or select Export Zone to CSV if you have a spreadsheet application) and paste them in a notepad/textedit document
5. Select Remove on each zone record
6. Once the zone records are empty (except for your SOA record, which can't be removed) re-add them all from the copy you took]
[cPanel]<cpanelsteps|
(click-replace: ?cpanelsteps)[1. Navigate to the domain in The Console
2. Select Manage
3. Select 'cPanel Login'
4. Select Zone Editor
5. Select 'Manage' next to the domain in question
6. Select the Gear icon on the right hand side of the page, and then select 'Refresh List'
That should work - wait about 10 minutes and then try another [[What's My DNS check->Not Hosted]]. If you get the same results then try the following;
4. Highlight & copy all the zone records and paste them in a notepad/textedit document
5. Select Delete on each zone record
6. Once the zone records are empty, re-add them all from the copy you took]
Check again after a few minutes using [[What's My DNS->Not Hosted]] to see if the records you added are resolving as normal. If they are, you should be good to go.
If not, please get in touch with our support team and tell them the following;
<i>Hi, I'm having trouble with the A records for my domain - <b>mydomain.tld</b>. I've checked and can see that they're not resolving as normal using What's My DNS, they're inaccessible from several locations. Are you able to please escalate this issue to the Technology Support team so they can take a look at the DNS server? Thank you very much</i>
[[Go back->Not Hosted]]
[[Get in touch with us->webFeedback]]
<mark class="hide">
<script>
twinePassageHit('DNS Bad-ish');
</script>
</mark>If you got all red x's on WhatsMyDNS, that means that you don't have an A record set - A records point your domain to your website. You'll need to confirm which service you want to use to host your website and then create an A record that points to your desired host.
You can also walk through how to create an A record on our cPanel or Cloud services by <a href="https://support.webcentral.com.au/articles/nr/Creating-A-Zone-records/" target="_blank">reading this support article.</a>
Once you've created that record, your website should work within a couple of hours (at most 48 hours, but usually less than about 2).
[[Go Back->Not Hosted]]
[[Get in touch with us->webFeedback]]
<mark class="hide">
<script>
twinePassageHit('DNS Bad');
</script>
</mark>Do you have a managed or un-managed VPS service?
[[Managed->The un-manage check box is filled]]
[[Un-managed->The managed check box is filled]]
[[I'm not sure]]
<mark class="hide">
<script>
twinePassageHit('VPS Hosted');
</script>
</mark>To check whether you have a managed or un-managed VPS you will need to check your invoice;
1. Login to your account
2. Select the Billing tab and find your VPS invoice (this will be v#.your-account-reference.VPS)
3. Does the invoice have a "Server Management" line on it?
[[Yes->The managed check box is filled]]
[[No->The un-manage check box is filled]]
<mark class="hide">
<script>
twinePassageHit('I'm not sure');
</script>
</mark>If the staging URL hasn't worked and the website isn't working this is an indicator that there is a problem with how the website has been coded. We will need to perform a "static URL test".
[What is a static URL test?]<explainer01|(click-replace: ?explainer01)[A static URL test uses a simple test page to prove the connection between your website files and our hosting server is functioning appropriately. This will determine whether a problem is server or coding related.]
We will need to <a href="/training/testinfo.php" download>download this testinfo.php page</a>, upload it to your website and then test the page through a web browser
Once you have the test page you can move onto the next step where we'll add it to your website.
[[Next->Test Page PHP 01]]
<mark class="hide">
<script>
twinePassageHit('Staging URL doesn\'t work');
</script>
</mark>Great! If you're able to successfully view the website through the Staging URL but can't view the website through the direct website URL, this is an indication that there is a connection problem.
This is an issue with the service itself that can't be solved through troubleshooting, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The details of what you've tested/done so far
- The staging URL
[[Get in touch with us->webFeedback]]
<mark class="hide">
<script>
twinePassageHit('Staging URL works');
</script>
</mark>That's great! The page successfully loaded.
This means that our servers are working appropriately and your website files are correctly connecting to the internet, if they weren't the page wouldn't load at all.
This tells us that there is a coding problem, the websites files will need to be looked at. For this issue you'll need to contact your website developer (if you have one). The reason for that is because we don't know how your website has been coded, therefore we don't want to make any changes that may cause more issues than necessary.
[[I coded the website myself->Externalwebsite]]
[[A website developer created the website->Externalwebsite]]
[[The website was created with Webcentral->Internalwebsite]]
<mark class="hide">
<script>
twinePassageHit('Coding Issue');
</script>
</mark>The staging URL didn't work and now the static URL test has also failed. This is an indication that there may be a server issue, so it's best to escalate this case to our support team. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The details of what you've tested/done so far
- The staging URL
[[Get in touch with us->webFeedback]]
<mark class="hide">
<script>
twinePassageHit('Server Issue');
</script>
</mark>Once you have logged in select Manage next to the relevant domain you want to make changes to.
<img src="https://www.webcentral.com.au/images/troubleshooter/website-cpanelstagingurl01-1.png">
Next, select the cPanel Hosting item on the left-hand menu.
<img src="https://www.webcentral.com.au/images/troubleshooter/website-cpanelstagingurl01-2.png">
On this page, take note of the cPanel server and your Username
<img src="https://www.webcentral.com.au/images/troubleshooter/website-cpanelstagingurl01-3.png">
[[Next->cPanel Staging URL 04]]
<mark class="hide">
<script>
twinePassageHit('cPanel Staging URL 01');
</script>
</mark>Now you will need to enter this information into the following syntax to get the Staging URL http://<b>SERVER-NAME/~CPANEL-USERNAME</b>
Enter the server name where it says SERVER-NAME and the cPanel username where it says CPANEL-USERNAME. Now copy and paste this URL into your browser and test to see if the staging URL works.
The staging URL should look similar to this:
http://awcp000.server-cpanel.com/~dodo1111
No, my [[Staging URL doesn't work]].
Great! My [[Staging URL works]].
<mark class="hide">
<script>
twinePassageHit('cPanel Staging URL 04');
</script>
</mark>Now we will access the website files and upload the testinfo.php file to your public website files folder. If you know how to do this great, you can move onto the next step with no worries.
If you're not sure how to do this no worries, just select the "I need help" button below.
[[I need help->Upload Website Files 01]]
[[I know how to do this->Test Page PHP 02]]
<mark class="hide">
<script>
twinePassageHit('Test Page PHP 01');
</script>
</mark>Once the test page has been uploaded to the site you can load the site page in your web browser. The URL for this will follow the syntax www.<b>yourdomainname.tld</b>/testinfo.php. For example, if your domain was google.com you would access the testinfo.php page through the URL www.google.com/testinfo.php
[[This page loaded succesfully->Coding Issue]]
[[This page failed->Server Issue]]
<mark class="hide">
<script>
twinePassageHit('Test Page PHP 02');
</script>
</mark>Firstly, login to your account <a href="https://theconsole.webcentral.com.au" target="blank">here</a>.
[[Next->Upload Website Files 02]]
<mark class="hide">
<script>
twinePassageHit('Upload Website Files 01');
</script>
</mark>Once you've logged into the console, select Manage next to the domain you want to make changes to and login to the cPanel account by clicking the “cPanel Login” option.
<img src="https://www.webcentral.com.au/images/troubleshooter/website-uploadwebsitefiles02-1.png">
<img src="https://www.webcentral.com.au/images/troubleshooter/website-uploadwebsitefiles02-2.png">
[[Next->Upload Website Files 03]]
<mark class="hide">
<script>
twinePassageHit('Upload Website Files 02');
</script>
</mark>Within the cPanel interface we will upload the test page file.
Click the File Manager option.
<img src="https://www.webcentral.com.au/images/troubleshooter/website-uploadwebsitefiles03-0.png">
1. Navigate to the public html directory
<img src="https://www.webcentral.com.au/images/troubleshooter/website-uploadwebsitefiles03-1.png">
2. Click on the Upload Icon
<img src="https://www.webcentral.com.au/images/troubleshooter/website-uploadwebsitefiles03-2.png">
3. Click Select File to choose the file you would like to upload (the test file you downloaded earlier named "testinfo.php")
<img src="https://www.webcentral.com.au/images/troubleshooter/website-uploadwebsitefiles03-3.png">
[[Next->Test Page PHP 02]]
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</mark>Your domain name has been marked as "pending delete" because the domain has not been renewed during the expiry period or redemption grace period. Unfortunately due to the rules of domain renewal that we have to follow in order to maintain our accreditation as a registrar, we're not able to renew this for you (we physically can't). That's why you're having website troubles - in order to use a website on a domain, the domain itself has to have active records, which it can't if it has the pending delete status.
A domain name is purged from the registry database usually around 5 days after it is placed in pending delete status, however the exact time is uncertain.
Essentially from this point the best option is to wait for the domain to be purged from the registry and then register the domain again. If you'd like, <a href="https://www.webcentral.com.au/domain-names/domain-backorder/" target="_blank">you can purchase a domain backorder</a> for your domain name, which means our system will automatically try to register it once it's available.
Unfortunately, this isn't foolproof as (especially in the case of more valuable domains) people can have their own backorders and if they bought theirs before you buy yours, theirs will operate first. If that happens, the only option is to contact the new owner of the domain and try to organise a private sale.
Thanks for using the troubleshooter, we hope it's been helpful in diagnosing the issue with your emails and if there's anything we can help you with don't hesitate to get in touch with us.
[[Go Back->Domain Name]]
[[Get in touch with us->webFeedback]]
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</mark>If there are no services available this means you're not hosted on our environment. Your best bet will be to contact the company that hosts your website and let them know of the troubles you're having. Unfortunately there's nothing that we can do within our system to make any changes to your website if it's hosted externally.
[[Get in touch with us->webFeedback]]
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</mark>If your website was created externally then your best bet is to contact your website developer. If we have not created your website then we definitely don't want to make any changes that might break something. This is because website code is unique to each individual website - no two websites are the same and because of this the website developer is the only one that fully understands the coding that was used to create the website.
You can inform them you have performed the following tests to isolate this issue as a coding problem:
- WhoIs results
- What's My DNS results
- Staging URL results
- Static URL results
- A screenshot of the error message
- The last known date the site was working
[[Get in touch with us->webFeedback]]
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</mark>If we've designed your website, please submit a support ticket or jump on our live chat. You can do so through the Support tab in your account or by contacting our team through Live Chat on our website.
The details you'll need to provide are below;
- The domain
- The actual issue you're facing
- The details of what you've tested/done so far
This will go through to our specialised website support team who will be able to provide guidance.
[[Get in touch with us->webFeedback]]
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</mark>Firstly, we will need to test the load speed of your website. Access the website through your web-browser and confirm that it is loading.
After you do this you can run a speed test using the <a href="https://gtmetrix.com/">GTmetrix Page Speed Tool</a>.
[[I've run the page speed test->Slow01]]
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</mark>Once you've run a speed test you can diagnose the major problems of the website. In the YSlow tab, expand the top 3 non-server related issues with the site (for example - un-optimised images, above-the-fold JavaScript and CSS, and unminified JavaScript).
This will show you what problems you're encountering and any specific files that need to be worked on. You can provide these to your web developer to work on. If there are significant server-related issues you see, feel free to get in touch with us by jumping on For additional support please contact <a href="#" onclick="startChat('Support', 'Website & Hosting')">Live Chat</a> or submitting a support ticket through your account however a lot of the time these are false positive due to coding problems.
[[Get in touch with us->webFeedback]]
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</mark>Because this is a self-managed VPS we're not able to provide the solution in this instance. If it's something you (or your IT team or web developer) aren't able to figure out then I'd recommend upgrading to a Managed VPS, and our dedicated Managed VPS team will be able to help you solve the problem.
[[Get in touch with us->webFeedback]]
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</mark>Managed VPS support is provided via an email ticket system (the team respond in about 30 minutes).
You can contact <a href="https://www.webcentral.com.au/forms/vps-support/">Managed VPS Support</a> to create a ticket in the Managed VPS queue. Once you've done that, they'll be able to help.
[[Get in touch with us->webFeedback]]
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</mark><h2 style="margin:0 0 -15px 0;">Solve your problem step-by-step</h2>
If you’re having trouble with your Webcentral service, follow these instructions to troubleshoot your problem.
If this tool can’t help, you’ll be provided with a list of information to give to our support team. This will help them solve your problem faster and more effectively.
Start by selecting the area you're having an issue with:
<span onclick="window.twineCat = 'Website'">[[Website->Domain Name]]</span>
<span onclick="window.twineCat = 'Domain'">[[Domain->Domains]]</span>
<span onclick="window.twineCat = 'Email'">[[Email->whois]]</span>
<span onclick="window.twineCat = 'Payment or Invoice'">[[Payment or Invoice->Payments and Billing]]</span>
<span onclick="window.twineCat = 'Account'">[[Account->Account Administration]]</span>
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</mark>Please feel free to contact us about any errors you may have that our Troubleshooter wasn't able to help you with via <a href="#" onclick="startChat('Support', 'Payment & Billing')">Live Chat</a>.
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</mark>Please feel free to contact us about any errors you may have that our Troubleshooter wasn't able to help you with via <a href="#" onclick="startChat('Support', 'Email & Office 365')">Live Chat</a>.
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</mark>Please feel free to contact us about any errors you may have that our Troubleshooter wasn't able to help you with via <a href="#" onclick="startChat('Support', 'Account')">Live Chat</a>.
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</mark>Please feel free to contact us about any errors you may have that our Troubleshooter wasn't able to help you with via <a href="#" onclick="startChat('Support', 'Domains')">Live Chat</a>.
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</mark>Please feel free to contact us about any errors you may have that our Troubleshooter wasn't able to help you with via <a href="#" onclick="startChat('Support', 'Website & Hosting')">Live Chat</a>.
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