When you have an issue with your website, email or other aspect of your Web Hosting Hub account, we recommend going through these basic steps when you need Technical Support. This can help you find a solution to what you are trying to accomplish, since we have many resources available, it also help us assist you better.

This article will provide you with tips and steps to take to ensure you get the best support possible.

Getting Support:

  1. Search the Support Center:
    There are many questions which are quite common and a quick search of our Support Center will help you with these. You can find the search bar at the top of the page.
  2. Ask a Question:
    If you find that your question is not resolved by articles, education channels or previously asked questions, feel free to submit your question to our Community.
  3. Submit a Support Ticket:

    To send an unverified ticket:
    Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. , and it will create a support ticket with us.

    There is no need to "Check on the status" of your ticket, as you will be emailed when it is resolved, any time the status changes.


    To send a verified ticket via AMP:

    Your AMP (Account Management Panel) has a "Get Help" link in the upper right corner. Click on that to be taken to our Help page. Look for the section entitled "Submit a verified ticket to Billing or Technical Support". Here you will simply fill out a few fields and submit it. This will create a ticket in our system for the desired department (Support, Billing, etc) that is already verified.

  4. Live Chat:
    Our Support Team is available 24/7 via chat to help you answer any questions and resolve any issues. You can find the Support Chat button at the top right of the page.

  5. Call Us:
    Just like LiveChat and email support, our Support Team is available via phone 24/7. Our phone numbers are:

    877-595-4HUB (4482)
    757-416-6627 (Intl.)

Before Contacting Us:

In order to make your support experience more efficient and pleasant, please have the following information ready when contacting us:

  • cPanel username or main domain name on the account
  • Troubleshooting information about the issue (see below for details)
  • Account verification (either your AMP password, last 4 digits of the credit card on file, or if you account was around prior to AMP you can also verify with the original cPanel password)

Troubleshooting Information:

Supplying us the following information up front will help speed up your support request:

  • What is the problem that you need assistance with?
  • What is the history of the issue?
  • Are you receiving any error messages?
  • What steps can we take to replicate the issue?
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Comments

2011-12-23 1:28 pm
I've noticed my web hosting has been intermittently offline for minutes at a time, quite a bit lately.

As well, the cpanel at https://secure23.webhostinghub.com:2083/ is offline at the same time.

Is the server rebooting a lot lately? Is there something going on?

Thanks!

Garrett
2012-03-15 5:02 am
Hello
For a Japanese display
Module
Jcode
I would like to install.
A method is not known.
Please let me know.
9,518 Points
2012-03-15 9:00 am
ChristiNi
Staff
Hi jcode,

I'm sorry you're having trouble with your module. We will need a little more information in order to assist you. Please post a question in our Community Support area and let us know what software you are using, any error messages you are receiving, and step-by-step instructions to recreate the issue.

Thanks,

Christi N.
2012-04-11 4:05 am
Hi, my query is not about my personal-pm.com though but I still hope you can help me. Months ago I purchased webmail accounts through GoDaddy (Workspace Email) to go with my domains (which I also purchased through GoDaddy). I understand how to transfer/point my GoDaddy domains to you, but what I do not understand is what. if anything, I should do with my webmail emails. Do I need to transfer them or can I still use my GoDaddy log in details and log into my webmail accounts via GoDaddy (as I do now)?
9,518 Points
2012-04-11 9:12 am
ChristiNi
Staff
Hello Slaviksoul,

While I am not familiar with the GoDaddy's webmail service, once a domain is pointed to our Nameservers, new emails sent to email addresses on that domain would be sent to our servers. If you would like to continue using GoDaddy's webmail service instead of our email services (which does include webmail) you can point emails back to GoDaddy using MX records.

In order to do that, you will want to contact GoDaddy and request the MX records for their email services. Once you have those records, you can enter those through in the MX Entry Maintenance area of your cPanel account.

You will also want to request the IP address of the GoDaddy server where you log into webmail so you can create a CNAME record so you can access your webmail (e.g. wmail.yourdomain.com).

Please note, if you want to use webmail.yourdomain.com or mail.yourdomain.com for logging into your GoDaddy webmail, those are reserved CNAMEs that we would need to update for you. If you want us to update either one of those CNAMEs, please send a verified email to support@webhostinghub.com with either an IP address or host record for where you want the CNAME pointed to.

If you have any additional questions or need further assistance, please feel free to post a question in the Support Center.

Regards,

Christi N.
2012-05-17 3:30 am
I want to devlope site using Word Press. Now start with in step should select a "premium web site" on select "Blog"??

Please advise

Thanks & Regards
Naseer Azam Khan
2012-05-17 3:33 am
I have submitted a quarry about WP site, but got no reply. Please Guide.

Thanks & Regards
Naseer Azam Khan
1,243 Points
2012-05-17 9:05 am
bradm
Staff
Hi Naseer Azam Khan,

The Premium Website Builder and WordPress are two different applications. If you add a "blog" in the Premium Website Builder, it is not the same as using WordPress.

If you'd like to learn more about WordPress, please see our WordPress Education Channel:
http://www.webhostinghub.com/help/learn/wordpress

If you'd like to learn more about blogging using the Premium Website Builder, please see:
http://www.webhostinghub.com/help/learn/premium-website-builder/202-setting-up-blog

I was a little confused by your question, but I hope this points you in the right direction. If you have any further questions, feel free to post another question.

Thanks!
- Brad
2012-07-10 4:30 am
Is the login for the Help Desk the same as the one for the Support Center?

I received an email from support regarding a failed domain transfer. I requested that it be resubmitted and then received a follow-up email, which included a link where I could track the progress. The link took me to the Help Desk page where you submit an original ticket (http://support.webhostinghub.com/cgi-bin/pdesk.cgi), which is also the same link shown above on this page.

But when I try to log in, I get an error, "User not found." I've tried using my AMP login and my cPanel login but neither work. Even if I'm already logged in to the Support Center (as I am now), following the link requires me to log in but any attempt fails.

I've seen links on Support Center pages where you could register but I'm reluctant to do that since it is my understanding I should already be registered via my domain account. There is no "Register" link on the Help Desk page. If there is a glitch in the database, I don't want to confuse the records.

Note: Clicking in the login field on the Support Center pages causes a popup to open that informs you to use your AMP email and password. I don't get that when using the Help Desk login.
8,823 Points
2012-07-10 9:51 am
ScottM
Staff
Hello catteneo,

The Help Desk does use the cpanel username, but also an arbitrarily assigned password. You will want to use the password reset option so that you can change it to a new password before signing in for the first time. It is a separate password from any other login, so it will not affect cpanel logins, etc.

Best Regards,
Scott M
2012-07-10 4:06 pm
Scott,

My current issue is resolved so I no longer have an immediate need for the Help Desk but the password reset option only returned a "username doesn't exist" error.

And that seems a rather odd and unintuitive way to register.
8,823 Points
2012-07-11 11:57 am
ScottM
Staff
Hello Catteneo,

I agree it is not very userfriendly and we are looking to improve from the current setup. I will also notify development as to the issue so they can rectify this for you and our other customers as well.

Thank you for your patience and bringing the issue to light.

Best Regards,
Scott M
2012-10-14 11:13 pm
I can't even login to submit a support ticket, and the chat help is never online? Answer my email!!
2012-10-16 11:43 am
I am Crusader
Please my awstats stopped working since 3rd September. It reports that no one is visiting my site but that's not true because my friends go there and sends me feedback. I also go there but when I click on the awstats in the cpanel no visitor is found. Please help me.
2012-11-11 1:59 pm
Fix Awstats. It is always broken. The newly added link in the output page for updating is always broken as well. Either fix Awstats or pull it as a feature. Don't claim that you have this feature when you really don't.
1,502 Points
2012-11-12 4:29 pm
jamesr
Staff
We understand how frustrating the AwStats can be when they are not updating. Our manger will want to here this from you , as coming from the support staff is not as impactful as directly emailing our managers. Please email this to manager_feedback@webhostinghub.com so our manager will get this directly from you. Sorry for the trouble with the stats.

James R
2012-12-16 9:16 pm
You restarted awstats for me last week but they are not updating since. The link on the awstats page always gives me an error message. I see others have the same problem. ? thanks,
8,823 Points
2012-12-18 12:24 pm
ScottM
Staff
Hello OHriley,

The AWSTATS program is set to run every night during a slow period when the server load is below a certain point. If the time comes for the program to run and the server is still above the minimum load, that day gets skipped. There can be times when the server does not meet the minimum server load for a while. We are working on a better solution for those who want to use AWSTATS and Logaholic. As an addition to those stats programs, many customers also use Google Analytics. It complements the Logaholic and AWSTATS nicely.

We do recognize it as a problem and for that I do apologize. Our Systems team is currently working towards a workable solution so that no one has to wait for a stats update or contact us directly to do so.

Best Regards,
Scott M
2012-12-24 1:30 pm
Please try and update my awstats for me.
Thank you
2,247 Points
2012-12-24 2:51 pm
JacobN
Staff
Hello Crusader, sorry you've been having issues with your Awstats staying up to date.

I've gone ahead and run your stats for you to catch them up to date. You also have the ability to run these stats yourself so long as another customer's stats isn't currently running at the same time by following our article on updating Awstats

Let us know if you need anything else!

- Jacob
2013-01-16 9:42 am
Please, my awstats stopped again so try to update for me. Thanks
2013-01-22 11:43 am
Please, I've asked you already to update my awstats for me but you haven't, I've tried it myself but it doesn't work it stopped working on 25th Dec, 2012. In fact the poor performance of your awstats is giving Webhosting Hub a poor name. You always promise of doing something about it but I think that's a false hope you're giving us.
2,247 Points
2013-01-22 12:04 pm
JacobN
Staff
Hello Crusader,

I apologize that it looks like we missed your comment on the 16th. I've gone ahead and begun manually running your stats again to catch them up to date for you.

If you continue to experience issues with your statistics report not staying up to date for you, please contact our support department directly at (support@webhostinghub.com) so this can be tracked as an ongoing issue for your account.

Also you might be interested in taking a look at setting up Google Analytics for your site as well. As this would allow for more real-time updating of your website visits than what Awstats would be able to provide you with.

Please let us know if you had any further questions at all.

- Jacob
2013-02-05 10:41 am
Please, why is it that when I first purchased a hosting account from you the awstats was working just fine, but after less than four months it just stopped updating automatically and always I'd have to contact you for a manual update. You promised you were working on it but it's still the same. You always tell me to try Google Analytics which I don't like. Please, in fact, I'm getting tired of always having to inform you before my awstats get updated. I can't update it myself because the link doesn't work, I tried it enough to know it just doesn't work. Should I think about hosting my site somewhere else after the time expire? Thank you.
2013-02-05 10:45 am
I've tried it enough to update it myself just to find that it doesn't work! You have a lot of customers using it how would I know it would work this hour or minutes if any?
8,823 Points
2013-02-05 10:47 am
ScottM
Staff
Hello Crusader,

The AWSTATS program is set to run every night during a slow period when the server load is below a certain point. If the time comes for the program to run and the server is still above the minimum load, that day gets skipped. There can be times when the server does not meet the minimum server load for a while. We are working on a better solution for those who want to use AWSTATS and Logaholic.

Our systems team is currently testing a solution that should fix the issue. Once the test is complete, it will be rolled out to the servers and you should no longer have an issue with your AWSTATS or Logaholic tools.

Best Regards,
Scott M
n/a Points
2014-03-22 6:18 am

Hello Dear support!

I've purchased a storage host for my website and i want to set my sub domain as main domain for storage host. like this (www.dl.blueibook.com). the storage host owner tolled me that your Web hosting company should set our ip on this sub domain >> www.dl.blueibook.com . we could not set this ip manually on sub domain from Cpanel.

where should i send you my storage host DNS and IP address?

many thanks!

 

7,056 Points
2014-03-24 9:43 am
Hello Zaher,

Most likely you need to create an "A Record" this can be accomplished in the Advanced DNS Zone Editor in cPanel.

If you need to make a different DNS modification, let me know what it is, so I can provide a specific answer.

Be sure to allow up to 24 hours for any DNS change to propagate.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-04-11 12:18 pm

Horrible.  Website down for 3rd time.  Now a mandatory IP address change email that I didn't see and was NOT called about forces website outage since 2 months back.  I won't doubt they will ask me to restore from a backup AGAIN...

 

9,313 Points
2014-04-11 1:50 pm
arnelc
Staff
Tucomp,

I do apologize for the frustration in dealing with the server changes. I investigated your accounts and went through your open service ticket, and the notes on the account. We have several organizations within the company that don't just support our customers, but also continually try to improve the process. I have taken your complaint and spoken with our Customer Experience manager. Basically, we are reviewing the automated email being sent when IP addresses are changed. Additionally, they are looking into the cx notification process. Live calls notifying you of a change would be difficult as there can be quite a few websites on a server. One of my suggestions is to develop a messaging notification service that works through phones.

This won't create an immediate solution, as it will need to be developed. However, we do care about our customers and we want you to know that are working to improve the system. At the very least, more information will most likely provided in the automated emails that are sent out.

As of now, emails that are sent do contain the information concerning changes initiated by the systems team when IP addresses are changed. Please make sure that you are checking your websites regularly to help prevent long periods of site downtime.

Kindest regards,
Arnel C.

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