Troubleshooting & Technical Support Knowledge Base

Welcome! If you're experiencing a technical issue with your hosting, website or email, you've come to the right place.

Many common problems can be resolved quickly without waiting for a support technician. The guides below will help you diagnose the issue and provide valuable information should you need to submit a support ticket.

If the problem isn't resolved after following these steps, please log into your Client Area and submit a support ticket. The more information you can provide (including screenshots and error messages), the faster our technicians can assist you.

1. My Email Is Not Working

We understand how important your email is, especially if you rely on it for business.

Before submitting a support ticket, we recommend checking whether the issue is with the email server or simply with your email software (Outlook, Apple Mail, Thunderbird, Android Mail, iPhone Mail, etc.).

Step 1 - Test Webmail

Open your web browser and visit:

???? https://www.yourdomain.co.za/webmail

(Replace yourdomain.co.za with your own domain name.)

Log in using:

• Your full email address

• Your email password

If Webmail works...

This is excellent news.

It means:

• Your email account is working correctly.

• Your mailbox is online.

• Your password is correct.

• The issue is most likely with your computer, Outlook, mobile phone or email application settings.

Common causes include:

• Incorrect password

• Incorrect IMAP or SMTP settings

• Internet connection problems

• Antivirus software scanning email

• Firewall restrictions

• Outlook profile corruption

If Webmail does NOT work

Please make a note of the exact error message you're receiving.

Examples include:

• Authentication Failed

• Invalid Login

• Account Disabled

• Mailbox Full

• Internal Server Error

Then submit a support ticket from within your Client Area and include:

• The email address affected

• The exact error message

• A screenshot (if possible)

• Whether the issue affects one email account or multiple accounts

Providing this information helps us resolve your issue much faster.

2. I Am Receiving Mail Delivery Failure Reports

Mail Delivery Reports (also called Bounce Messages) don't always mean there's a problem with your hosting account.

The delivery report usually explains exactly why the email could not be delivered.

Common reasons include:

• The recipient's email address has been misspelled.

• The recipient no longer exists.

• The recipient's mailbox is full.

• The recipient's mail server is temporarily unavailable.

• The domain name has been entered incorrectly.

Examples:

❌ john@company.co.zs

✅ john@company.co.za

or

❌ info@gmial.com

✅ info@gmail.com

Carefully read the bounce message. It often contains phrases such as:

• No Such User

• Mailbox Not Found

• User Unknown

• Domain Not Found

• Host Does Not Exist

These messages usually identify the exact cause.

If you are unsure how to interpret the error, please submit a support ticket from your Client Area and include the complete delivery failure message. Our technicians will gladly investigate further.

3. How Do I Create an Email Address?

Creating a new email account only takes a few minutes.

To create a new email address:

1. Log into your Client Area.

2. Open your Hosting Service.

3. Click Login to cPanel.

4. Open Email Accounts.

5. Click Create.

6. Enter the email address you'd like to create.

7. Choose a strong password.

8. Select mailbox storage limits (or Unlimited if applicable).

9. Click Create.

Once created, your email account can immediately be used with:

• Webmail

• Microsoft Outlook

• Thunderbird

• Apple Mail

• Android

• iPhone & iPad

Your IMAP settings are available from the homepage of your Client Area.

4. How Do I Change My Email Password?

Changing your password is quick and helps keep your email account secure.

Before changing your password, we recommend closing Outlook and any email apps on all your devices. This prevents them from repeatedly trying to connect using your old password, which can sometimes cause temporary authentication issues.

To change your password:

1. Log into your Client Area.

2. Open your Hosting Service.

3. Login to cPanel.

4. Open Email Accounts.

5. Locate your email address.

6. Click Manage.

7. Enter your new password or generate a secure password.

8. Save your changes.

After changing your password:

• Update Outlook.

• Update your mobile phone.

• Update your tablet.

• Update any laptops or desktop computers.

• Update any additional mail applications using the same email account.

If you forget to update one of your devices, it may continue trying to log in with the old password and repeatedly prompt for your credentials.

5. My Website Is Not Working

We're sorry you're experiencing difficulties with your website.

To help us identify the problem, ask yourself the following questions:

• What error message are you seeing?

• Does the website display a blank page?

• Does it show a 500 Internal Server Error?

• Are you seeing a WordPress error?

• Did the issue start after installing or updating a plugin?

• Did you recently change your theme?

• Has anyone recently made changes to the website?

If possible, please provide:

• A screenshot.

• The website address.

• The exact error message.

• The approximate time the issue started.

Many website issues are caused by:

• WordPress plugin conflicts

• Theme conflicts

• PHP version incompatibility

• Corrupt files

• Incorrect permissions

• Database issues

Our web development team can investigate these problems for you.

Please note that website troubleshooting or repairs may be billable depending on the services included with your hosting package. We recommend opening a support ticket first so that one of our technicians can advise whether any charges may apply before work begins.

6. My Emails Are Syncing Slowly

Slow email synchronisation is most commonly caused by internet connectivity rather than the mail server itself.

Let's work through a few checks.

Ask yourself:

• Are you using Microsoft Outlook?

• Is the issue happening on Wi-Fi or mobile data?

• Does the problem happen on every device?

• Does Webmail work normally?

• Is only one email account affected, or all of them?

If Webmail loads quickly but Outlook does not, the issue is usually related to:

• Slow internet connection

• Outlook synchronisation

• Large mailbox size

• Antivirus scanning incoming mail

• Corrupt Outlook data files

Try the following:

• Restart Outlook.

• Restart your computer.

• Restart your router.

• Test using another internet connection (such as mobile hotspot).

• Test Webmail.

If only one email account experiences the issue, please double-check your IMAP settings and password.

If every email account is affected, please open a support ticket so our technicians can investigate the mail server logs.

7. How Do I Set Up My Email on Outlook, Android, iPhone or Thunderbird?

Your email settings are available directly from the homepage of your Client Area.

These settings include:

• Incoming Mail Server (IMAP)

• Outgoing Mail Server (SMTP)

• Port Numbers

• SSL/TLS Requirements

Please use these settings exactly as provided.

Incorrect settings are one of the most common causes of email connection problems.

Before beginning, ensure you have:

• Your full email address

• Your current email password

• Your Client Area IMAP settings

If you don't remember your password, please refer to How Do I Change My Email Password?

Using the correct settings will allow you to configure:

• Microsoft Outlook

• Mozilla Thunderbird

• Apple Mail

• Android

• iPhone

• iPad

• Other IMAP-compatible mail applications

8. How Do I Install WordPress?

Installing WordPress is quick and easy using Softaculous within cPanel.

Installation Steps

1. Log into your Client Area.

2. Open your Hosting Service.

3. Click Login to cPanel.

4. Locate Softaculous Apps Installer.

5. Click WordPress.

6. Click Install.

7. Choose your domain.

8. Select HTTPS if your SSL Certificate is installed.

9. Enter your Website Name.

10. Create your Administrator Username.

11. Create a secure Administrator Password.

12. Enter your Administrator Email Address.

13. Click Install.

Softaculous will automatically configure WordPress and provide you with your WordPress Admin login.

We recommend keeping WordPress, plugins and themes updated regularly for security purposes.

9. How Can I Check Whether My Emails Are Being Delivered?

If you're unsure whether emails are leaving your hosting account successfully, cPanel includes a useful feature called Track Delivery.

To access Track Delivery:

1. Log into your Client Area.

2. Open your Hosting Service.

3. Login to cPanel.

4. Open Track Delivery under the Email section.

5. Search for the recipient email address.

Track Delivery allows you to see:

• Whether the email left the server.

• Whether it was accepted by the recipient's mail server.

• Whether it failed.

• The exact delivery logs.

• Any error messages returned by the receiving mail server.

These logs are extremely useful when diagnosing email delivery issues.

If you're unsure how to interpret the results, simply include a screenshot or copy the log into a support ticket.

10. I Am Receiving Spam Emails. How Can I Reduce Them?

Unfortunately, spam is a common issue for every email provider.

Fortunately, there are several ways to reduce unwanted email.

You can:

• Increase your Spam Filter sensitivity.

• Add unwanted senders to your Block List.

• Create Email Filters.

• Delete spam without opening it.

Within cPanel you can access Spam Filters, where you can:

• Increase spam detection.

• Automatically move spam into the Spam folder.

• Automatically delete high-scoring spam.

• Maintain your Allow List and Block List.

If the same sender continues abusing your email address, you can add that email address or domain to your Block List.

If you're receiving abusive emails, phishing attempts or malicious content, please submit a support ticket.

Please include:

• The sender's email address.

• The email headers.

• Screenshots.

• A copy of the email if possible.

This allows our technicians to investigate and, where appropriate, report the abuse to the originating hosting provider.

11. We Recommend Internet Security on All Devices

Your email account is only as secure as the devices accessing it.

Even the most secure mail server cannot protect a computer or mobile device that has been infected with malware, ransomware or password-stealing software.

For this reason, we strongly recommend installing reputable Internet Security software on every device that accesses your email.

One of our recommended solutions is ESET Internet Security, which provides protection against:

• Viruses

• Ransomware

• Malware

• Phishing attacks

• Spyware

• Malicious websites

ESET is lightweight, affordable and suitable for both home users and businesses.

You can purchase ESET Internet Security directly from:

https://www.eset.com/

Keeping your devices protected significantly reduces the risk of compromised email accounts and data loss.

12. Bulk Email Is Strictly Prohibited

Our shared hosting platform is designed for business email and website hosting—not mass mailing.

Sending unsolicited bulk email (SPAM) can seriously damage the reputation of our mail servers and negatively affect the deliverability of every customer hosted on the platform.

For this reason, bulk mailing is strictly prohibited.

Examples include:

• Marketing campaigns sent from Outlook.

• Mass newsletters.

• Promotional emails.

• Purchased mailing lists.

• Automated spam.

Accounts found sending bulk email may be:

• Temporarily suspended.

• Restricted.

• Investigated by our abuse team.

Repeated offences may result in permanent termination of the hosting account in accordance with our Terms and Conditions.

If you need to send newsletters or marketing campaigns, we recommend using dedicated email marketing platforms specifically designed for bulk email distribution.

13. We Need WordPress Updates Performed

Keeping WordPress updated is essential for security, stability and performance.

We can certainly assist with updating:

• WordPress Core

• Themes

• Plugins

• PHP compatibility

• Security improvements

Because every website is different, pricing depends on the amount of work required.

Some updates are straightforward, while others require testing to ensure compatibility with your existing plugins, theme and custom functionality.

To receive a quotation, simply submit a support ticket from your Client Area with your website address and details of what you'd like updated.

If you choose to use a third-party web developer, you're welcome to do so. However, please note that we cannot accept responsibility for any website errors, downtime, file corruption, plugin conflicts or server misconfigurations resulting from changes made by third parties.

Our Recommendation

If you'd prefer not to worry about updates, ask us about adding our WordPress Update Plan to your hosting account.

Our maintenance service can include:

• Scheduled WordPress Core updates

• Plugin updates

• Theme updates

• Security monitoring

• Compatibility checks

• Routine maintenance

This helps keep your website secure, up to date and running smoothly while allowing you to focus on your business.