The following FAQ's are provided to answer any questions you might have regarding our Hosting, Templates, Domain Services, and Template Store Opportunity.

If you cannot find the answer to any of your questions here, check our Knowledge Base or contact us via our Helpdesk.

Hosting

Will I have a web-based control panel?

Yes, all hosting plans come with your own Control Panel.  From here you will be able to control everything from adding / removing email accounts to administering MySQL databases.  After your order, you will receive complete instructions on how to access your control panel.

What is Fantastico and do your control panels come with it?

Yes, all of our hosting plans come with Fantastico.  Fantastico is an amazing CPanel/PHP based Web application.  You will have access to this powerful application allowing you to install great ecommerce open source scripts with a few clicks.  Fantastico is located in your control panel under Scripts & Programs and Addon Scripts.

How soon will my account be set up and ready for use?

Your site can be uploaded to our servers immediately after receiving the welcome email.  The accounts are not set up automatically, but are set up manually to ensure maximum fraud prevention and to offer you a more reliable service.
 
The welcome email will contain the IP address for your account, plus the password for the username chosen during sign-up.  In fact, we recommend that clients start uploading their site as soon as possible after setup is complete, so that once domain transfer is completed, the site will be available for use by your visitors.

Is there a minimum commitment or time contract with your hosting packages?

Not at all.  You can cancel your account at any time (see the Terms Of Agreement for policies regarding this).

I see some hosting companies offering "unlimited bandwidth".  Why don't you do this?

Technically speaking, there is no such thing as "unlimited bandwidth", because there is always someone who has to pay for the traffic.  If you check the "fine print" of their service agreements, you will probably find that they do charge for traffic over a certain amount or there are "special circumstances" that you have to abide by.  We would rather be up-front and not bother you with having to read the fine print.

What type of hardware and software do you use?

Our servers are state of the art 2U Intel Dual XEON 2.6GHz, 2x512KB cache, 2.0GB ECC RAM, 2x80GB drives and Hardened secure Kernel. These extremely powerful servers use premium bandwidth; No DCJN bandwidth used. Reliability, extreme uptime and fanatical support is our focus and total obsession.  The combination of 2U Intel Dual XEON 2.4GHz, 2GB ECC RAM servers and premium bandwidth, makes for an extremely reliable hosting platform.

What are your domain server addresses (primary and secondary DNS numbers)?

Each of our servers have a specific domain name server and specific IP address.  An example is ns1.hostvertex.com (64.21.83.67) and ns2.hostvertex.com (64.21.83.68).  Please refer to your Welcome Email for your server info.  If you can not locate it, drop us a support ticket.

What are my incoming and outgoing e-mail or mail servers?

Generally, these are the mailservers;

Incoming mailserver : mail.yourdomainname.com Outgoing mailserver : mail.yourdomainname.com

Where yourdomainname.com should be replaced with your domain name setup for the account itself.
Please refer to your Welcome Email for your mailserver info.  If you can not locate it, drop us a support ticket.

Where can I access my site statistics?

Site statistics are updated on a daily basis and are located in your control panel under Statistics and AwStats.

How do I set up my email in my CPanel?

You have three options for email:  Forwarding, Aliases, and POP accounts.  Forwarding and aliases have one thing in common, both transfer email from address to another.  Forwarding is transferring mail sent to an existing email account to another existing email account.  Aliases are virtual email accounts which when sent mail transfer to an existing email account.  By default, all mail sent to anything@yourdomain.com are sent to the email address you provided us with when you signed up (example - joe@yahoo.com).  So for example, if someone sent an email to sales@yourdomain.com then it would be forwarded to joe@yahoo.com.  If you don't want everything sent by default to joe@yahoo.com then you can set up aliases or actual POP accounts which can be created in your cpanel.

If my domain has not transferred to HostVertex.com yet or is not in the database, do I need to wait to get started?

No, you can upload your page(s) immediately after you receive the welcome email by pointing your FTPclient to the IP address you were assigned when you opened your account.  After your domain is fully propagated through the system, you can upload to yourdomain.com.  Be sure to upload your files to the public_html directory.

How do I upload my website to my domain?

Unless you have or will be installing FrontPage Extensions on your site, you will need an FTP client in order to upload files to your site.  We recommend using WS_FTP if you are not familiar with FTP clients. 

Download the FREE WS_FTP Pro by copying and pasting this link into your browser:

      ftp://ftp.ipswitch.com/ipswitch/Product_Downloads/f_x86t32.exe 

When the FTP client asks for a hostname or address, make sure to use your IP address until your domain name is registered/transferred (which can take up to 48 hours).  After your domain name becomes active, you may use ftp.yourdomain.com.  The FTP client will also ask for a Username or Login Name and Password (make sure that Anonymous is not checked), both of which are above.  Once logged in, you will see three directories, cgi-bin, ftp, and public_html.  If you have any scripts such as CGI's that need to be executable, place them in the cgi-bin directory. In your HTML, link to files in this directory by /cgi-bin/filename.cgi. For more information, see our Support Desk. The next directory you will see is the ftp directory.  This directory is where you can store files that are anonymously accessible via FTP. When someone logs into your site with anonymous login enabled, they will see these files and be able to download them. The other directory, public_html is where you put your publicly visible files (all files that come up in a web browser). You will find a default index.htm file in that directory which is there to let you know that your account is active and ready to be uploaded to. Go ahead and delete this file and replace it with your index.htm or index.html (index.html takes precedence over index.htm). Inside public_html, there will be a directory called acp and stats, and if you have FrontPage Extensions installed on your account there will be several other directories beginning with _vti_. DO NOT try to remove any of these directories (you could disable your account by doing so).  Uploading your files at this point is easy, just highlight all of the files you want to upload and drag them over to the remote/server window of your FTP client. Make sure that the files you are uploading are the same case as the links in your HTML.  After you finish transferring your files you can make verify that they have been transferred successfully and are accessible by opening your browser and going to your site (using the IP address, not domain name). 

ATTENTION MICROSOFT FRONTPAGE USERS: 

Customers with Microsoft FrontPage extensions installed on their sites should use only the FrontPage publishing feature to transfer files. Using regular FTP can corrupt the extensions, disabling the functionality of the FrontPage web and requiring that FrontPage extensions be reinstalled.

What happens if I exceed my allotted monthly bandwidth or storage space?

Additional fees, specified in the "Add-On Features" page, will be charged for exceeding the disk space and/or network bandwidth allowance of your selected plan.  To avoid these additional charges, we offer free upgrades to the next level hosting plan.

Do you offer hosting for adult related sites?

No, we do not offer hosting for any adult content on our servers.

Is my website backed up and how often?

Yes, backups are done daily on all servers.

What type of payments do you accept?

We accept Visa, Mastercard, American Express, and Discover via our Paypal payment option.  We accept Visa, Mastercard, and Discover, JCB and Diners Club via our secure payment processor.  We accept payment from over 40 countries worldwide.

Where do I find your phone number?

At this time we do not offer phone support.  Instead of putting people on hold, we prefer to best serve our customers with email and support tickets via our Helpdesk.  This insures that our customers are helped in an timely and orderly fashion.  If you have a hosting technical or billing problem, please contact us via a support ticket here.  If you have a non support related question, please contact us here.

Templates

What am I allowed and not allowed to do with the templates?

You can:  Build any website using the template in any way you like.

You cannot:  Resell or redistribute templates.  Claim intellectual or exclusive ownership to any of our products, modified or unmodified. All products are property of content provider companies and individuals.  Make more than one project using the same template (you have to purchase the same template once more in order to make another project with the same design).

What is the difference between a Unique and Non-Unique purchase?

UNIQUE PURCHASE:  Exclusive purchase guarantees that you are the last person to buy this template.  After an exclusive purchase occurs the template is permanently removed from the sales directory and is never available to other customers again.  Only you and people who bought the template before you will own it.

NON-UNIQUE PURCHASE:  Non-exclusive purchase means that other people can buy the template you have chosen some time later.

Is it reasonable to make a Unique purchase of a template that was already purchase before?

Yes, because there is an extremely small chance that you will find the same design online (There are more than 3,000,000,000 web pages online now according to stats on www.google.com).

My transaction was suspended.  Why and what can I do?

Such non tangible products like website templates are very easy target for carders (persons who use stolen credit card details in order to make purchases).  That's why we developed advanced antifraud protection system.  This helps us to prevent fraud and keep website templates as rare as possible.

Most of website template sellers do not provide own antifraud protection.  This makes their products an easy target for carders. Carders spread templates around the world through 'warez' websites and 'warez' CDs.

Your transaction may be suspended when the antifraud system marks it as a suspicious one. You will need to wait a few hours while our operator calls to merchant services provider and checks your transaction manually.  Your details will be moved to white list if everything goes well. You will never be suspended again.

What do I receive when I order a template?

After you complete the payment via our secure form, then you will receive a confirmation email with link(s) to download the .zip(s). The .zip file(s) contain the following: PSD file(s), HTML file(s) and fonts.  You will need an unzipping tool to open the .zip archive. Windows users may visit www.HotScripts.com or www.WinZip.com.  Mac users may visit www.StuffIt.com.

What are the advantages of purchasing a website template?

The major advantage is price:  You get a high quality design for just $20-$50. You will not have to hire a web designer or external web design studio.

Second advantage is time frame:  It usually takes 10-15 days for a good designer to produce a web page of such quality.

In what formats are your templates available?

Website templates are available in Photoshop and HTML formats.  Fonts are included with Photoshop file.  In most templates HTML is compatible with Adobe GoLive, Macromedia Dreamweaver and Microsoft Frontpage.

What is Photoshop?

Adobe Photoshop is the world's most popular graphics editing package. You can find more info about Photoshop and download a free trial version at http://www.adobe.com/products/photoshop/main.html.

Can you make a custom template for me?

Yes.  Please fill out our Quote Request Form at our template customization page and we will send you a free quote.

Are your templates Microsoft Frontpage compatible?

Most of our templates come with HTML that is compatible with Adobe GoLive, Macromedia Dreamweaver and Microsoft Frontpage.

How can I modify a template to suit my particular website?  Do you provide any support?

We provide tutorials that will show you step by step how to modify a template to fit your needs.  They are very easy to understand and will answer most of your questions.  Please check our tutorials below:

Tour of website template usage.
Tour of flash intro template usage.
Tour of logo template usage.

Should I buy the same template for every page on my site?

No, you buy it only once.  After purchasing you may use the template as many times as you need for one website.

Is the license a one-time fee payment?

Yes, the payment for your template is a one-time fee with no additional charges.

Do you provide technical support for your templates?

Yes, we provide full customer support.  If you have a technical issue or need general support you can submit a support ticket at http://www.template-help.com/support.

Domain Services

How long does it take for the domain to get activated after registration?

Once you registered your domain name, it can take up to 48 hours to get activated.  This is standard at any registrar, because of the propagation of the nameservers and the central registry processing the domain registration.

Network Solutions charges $35 and you charge $10.95.  What is the catch?

There is no catch, just open competition.  At one point Network Solutions had a monopoly on domain name registration.  As more companies have started offering domain name registration pricing has become more competitive.  When you register your domain with HostVertex you get the exact same registration you would through any registrar, including Network Solutions, for a fraction of the price.

Who owns the domains registered through HostVertex.com?

You are set as the official registrant for the domain using the information you enter during registration for the administrative, technical, and billing contacts for the domain.  We do not own or control your domain.

What do I get with my registration?

Registering a domain allows you to use the domain for the period registered.  Your new domain also includes free parking which means the domain is registered with the required 2 default name servers and pointed to a temporary page until you wish to use it.  You control your domain and can use the provided web interface to update the name servers, contact details and other settings at any time.  You also get free support through our online support system.

If I have a domain(s) with another Registrar, can I switch to HostVertex.com?

Yes, use our transfer option at DomainVertex.com (a Division of Hostvertex.com) to move your domains to HostVertex.com.  You will be charged $9.95 per domain and will get a full year added to the current expiration date of your domain(s).  The domain transfer does not affect your existing web hosting, email or other services you may be using in conjunction with your domain.  Switch now and save $20 or more per year.

What is the .US Nexus Requirement for .us domain registrations?

To register a .us domain you must be a US citizen, US company or international company with a US presence.

Will I get a notification to renew my domain(s)?

Yes, you will get several email notifications, over a 2 months time span, to the email address on your profile.

What will happen if my domain expires?

If your domain expires, you will not be able to renew it again.  You may be able to register when the domain is available for registration of some time.  But you have no guarantee that you will be able to register the domain and there is no set time on when the domain will be available for registration.

How do I change the contact and billing information of my domain?

You can manage all aspects of your domain(s) including billing, DNS changes, stats, ownership changes by logging into our web-based domain manager at DomainVertex.com (a Division of Hostvertex.com).

What do I do if I have forgotten my account name and/or password?

We have a forgotten password link located just below where you log into your account that will send a message to the e-mail address listed as the account owner. The message will contain the account name (within the first few lines of the message) and a link to change the password.

Once you change the password, you will then be able to log into your account.

I bought a domain, what do I do next?

If you would like Web hosting for your domain, the first thing you need to do is sign up for one of our hosting packages.  Once you have your hosting plan you can now publish your site to the Internet.  If you need an affordable web design solution, check out one of our web site templates.

My domain order failed because of the credit card address.  What should I do next?

To assure that we do not allow fraudulent charges on our customers' credit cards, we have implemented higher security checks when validating credit card charges.  The credit card billing address that you enter at our Web site must match the address to which the credit card statement/bill is sent.  We are sorry for the inconvenience that this may cause you, but we believe that this policy is in the best interest of our customers.  If your order fails, please try submitting it again with the following tips in mind:

The name must match the name on the credit card.  For example, if the middle initial is displayed on the card, please enter it accordingly.  When entering the number and expiration, do not enter dashes, and make sure the expiration date matches.  When filling in the street address, it needs to match the address for the cardholder.  For example, if your monthly statement for the bill is sent to your home address instead of business address, enter your home address.  Also, you must enter the zip code that is on the bill exactly as it appears when the credit card company sends you the bill.

If your credit card continues to fail, please try a different one or contact your financial institution to verify the billing address.

Why else would my credit card fail and what should I do next?

There are many variables that can cause your credit card to fail.  The information may not have been entered correctly when filling out the form, or the connection to the financial institution could have failed.

If you have another card, please try your registration again.  If you have already contacted your bank, and there seems to be nothing wrong with your card, you may try registering again with the same credit card.

How can I pay for my domain order?

We accept Visa, MasterCard, American Express, and Discover credit cards for payment.  Unfortunately, we are not able to accept checks or money orders.

Is your site secure when I order with my credit card?

Yes.  We are very careful about the details that we will give our customers or anyone else about our security, but we have a layered, redundant firewall system, and we do employ an encryption program for security.  All credit card activity is protected via the industry standard SSL connection.