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.
Staff
13,688 Points
2012-03-15 9:00 am
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)?
Staff
13,688 Points
2012-04-11 9:12 am
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
Staff
1,846 Points
2012-05-17 9:05 am
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
111 Points
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.
Staff
12,736 Points
2012-07-10 9:51 am
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
111 Points
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.
Staff
12,736 Points
2012-07-11 11:57 am
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.
Staff
2,132 Points
2012-11-12 4:29 pm
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,
Staff
12,736 Points
2012-12-18 12:24 pm
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
Staff
3,661 Points
2012-12-24 2:51 pm
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.
Staff
3,661 Points
2013-01-22 12:04 pm
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?
Staff
12,736 Points
2013-02-05 10:47 am
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!

 

Staff
9,054 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...

 

Staff
13,291 Points
2014-04-11 1:50 pm
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.
n/a Points
2014-04-26 5:36 am

I am unable to access my cpanel to check my email. It rejects my username, ************** and **********, 0nelove

Staff
9,054 Points
2014-04-28 8:35 am
Hello Michael,

Thank you for your comment. Since this is a public forum, I have marked out your username and password for security purposes. It is not safe to post account login information publicly, and can result in your account being compromised.

I recommend double checking your cPanel username, you can view it in AMP.

You can also reset your cPanel password in AMP.

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

-John-Paul
n/a Points
2014-04-26 2:03 pm

Hi. A couple of months ago I bought a domain name at GoDaddy, but went with HUB for my hosting. I see on my GoDaddy account that the domain name is still listed there, not here. I didn't realize I had to transfer it, right? I can have HUB as my host but have my domain name still at GoDaddy? What advantage do I have transferring it to HUB other than having everything in one place? Am I right in assuming the time to transfer it would be at the end of my first year so I would get another year at that point? Thanks! (Oh, and I should unclick the automatic renewal at GoDaddy so I'm not stuck there another year, right?)

Staff
12,736 Points
2014-04-28 1:41 am
Hello Val,

You described the main advantage of having us act as your registrar as well as hosting, having them both in the same place. But you can transfer at any time you wish. The time still on the domain name will remain. In fact, transferring from one registrar to another will add a year to whatever expiration is currently there. You will lost no time or money whether you stay with GoDaddy until close to expiration or transfer now. It is completely up to you and what you are comfortable with.

Kindest Regards,
Scott M
n/a Points
2014-04-28 5:03 pm

 

http://www.forestparkonline.com/Documents/Association%20Documents.htm

 

I have been having problem getting my PDF files to hyperlink to a page. The problem is with this page:

 

 

 

All the attempts to correct this issue have not worked but made matters worse. Instead of the page working but for the latest link, none of the links are now working and I have lost the format on the Board of Director Meeting Minutes page.

 

It looks like there are too many pages published and when I use Microsoft Expression Web 3 to publish the files don't seem to go into the correct directory.

 

Can you check this site and let me know how to fix it?

 

My password for www.forestparkonline is act1v1ty

 

My logon is forestparkonline and user name forest 25 and password fppoa55.

 

Thanks for your help....Jan Harmon

 

Staff
12,736 Points
2014-04-28 5:18 pm
Hello Jan,

It looks as if your site is publishing to your Home directory and not your public_html directory. The file structure you need for the pdf documents exists in the home directory. You will want to take a look at the instructions in our article on publishing with Microsoft Expressions. Be sure that you have 'public_html' in the Directory setting.

Kindest Regards,
Scott M
n/a Points
2014-06-13 12:23 pm

Use translator can not log in to my WordPress site photoarbi.net 

I see this

50050050050050050050050050050082.48.49.129/http://www.bing.com/search?q=photoarbi.net&qs=HS&pq=photoarbi&sc=1-9&sp=1&FORM=QBRE&cvid=90713180a79c4febbcac5ec21d3c5aec

Staff
13,291 Points
2014-06-13 1:05 pm
Hello Angelo,

This is translated through Google Translate (so apologies for any grammar issues):

Ci scusiamo per il problema! Abbiamo trovato la causa del problema sia il file php.ini. Abbiamo rimosso e il sito ora funziona correttamente. Fateci sapere se avete ulteriori domande.

Regards,
Arnel C.
n/a Points
2014-06-22 7:20 am

I am trying to download a file and I keep getting the error mesage .. file over 1 mb or not html code.. what do I need to do>

Staff
9,054 Points
2014-06-23 9:46 am
Hello pat,

Thank you for your question. We are happy to help, but will need some additional information.

What type of CMS are you using (WordPress, Drupal, Joomla, etc.)?

Can you provide a link to the error message?

Have you checked your PHP limitations in the php.ini file? You can change them at any time.

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

-John-Paul
n/a Points
2014-07-07 12:22 am
I like to cancel the host account, cos it doesn't connect without VPN, so my customers cannot see in China.
 
My question is, can I still keep the email going, or do I need change to new host before I cancel? 
 
Can I get 100% refund? How long to take to get money back? 
 
thanks
Vi
Staff
3,661 Points
2014-07-07 3:00 am
Hello vivieene,

Sorry to hear that you'd like to cancel your account.

When your hosting account is cancelled and a refund is requested instead of your account just being set to expire and not renew the next billing term, your services including email would stop functioning on the server. So you would want to get your email migrated elsewhere prior to requesting a cancellation.

We do have a 90 day money back policy, please review the page above that I've linked to for more information.

Please let us know if there was anything else that we could assist you with.

- Jacob

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