Ask-Anders Support Desk

Fast, professional support for your web hosting needs.
Submit a ticket and we'll get back to you as quickly as possible.

Submit a Support Ticket How it works
Fast Response

We aim to respond to every ticket within one business day. Urgent and critical issues are prioritised immediately.

Email Notifications

You'll receive an email confirmation when your ticket is created and again whenever there's a new reply.

Private & Secure

Each ticket has a unique private link. Only you and our support team can view its content — no account required.

How it works

1
Submit your ticket

Fill in your email, domain, and a description of the issue. Choose a priority level that reflects the urgency.

2
Receive a confirmation

You'll immediately receive a confirmation email containing a private link to your ticket. Bookmark it to track progress.

3
We reply to your ticket

Our support team reviews your issue and replies via the ticket thread. You'll get an email every time there's an update.

4
Reply by email or web

Reply directly to our emails or use your private ticket link to add more details — whichever is more convenient.

Submit a Support Ticket

Common Hosting Questions

Introduction

Our Acceptable Use Policy ("AUP") is provided to give our customers and users a clear understanding of what we expect of them while using the service. All users of our services—including those who access some of our Services without accounts and those who pay a subscription fee—must comply with this AUP and our Terms of Service (TOS).

Use of our Service constitutes acceptance and agreement to both the AUP and the TOS.

We support the uncensored flow of information and ideas over the Internet and do not actively monitor subscriber activity under normal circumstances. However, we may remove any materials that, in our sole discretion, may be illegal, subject us to liability, or violate this AUP. Your violation of this AUP may result in the suspension or immediate termination of your account WITHOUT PRIOR NOTICE.

General Guidelines

The following guidelines establish and enforce the AUP:

  • Ensure reliable service to our customers.
  • Ensure security and privacy of our systems, network, and those of others.
  • Comply with existing laws.
  • Maintain our reputation as a responsible service provider.
  • Encourage responsible use of the Internet and discourage activities that reduce usability and value.
  • Preserve the value of Internet resources for free expression and exchange of information.
  • Preserve the privacy and security of individual users.

Violations of the Acceptable Use Policy

The following activities constitute violations of this AUP:

  1. Illegal Use: Services may not be used for illegal purposes or to support illegal activities.
  2. Harm to Minors: Any use of service to harm minors, including child pornography, is strictly prohibited.
  3. Threats: Transmitting material that threatens bodily harm or destruction of property.
  4. Harassment: Using the service to harass others.
  5. Fraudulent Activity: Fraudulent offers to buy/sell products or financial scams (e.g., pyramid or Ponzi schemes).
  6. Forgery or Impersonation: Modifying network header information to deceive or impersonate others.
  7. SPAM: Use of service to transmit unsolicited commercial, bulk, or non-double opt-in email is expressly prohibited. Immediate termination applies.
  8. Email/News Bombing: Malicious intent to impede another person's use of electronic mail or news.
  9. Message Forging: Forging any message header in any electronic transmission.
  10. Usenet SPAMing: Zero tolerance for posting messages that violate the rules/FAQ of newsgroups or mailing lists.
  11. Unauthorized Access: Attempting to access others' accounts or penetrate security measures of any computer system.
  12. Intellectual Property Infringement: Transmitting material that infringes on copyrights, trademarks, patents, or trade secrets.
  13. Collection of Personal Data: Collecting personal information about third parties without knowledge or consent.
  14. Network Disruptions: Denial of Service (DOS) attacks or any activity affecting the ability of others to use the Internet.
  15. Fraud: Knowing misrepresentation intended to deceive a recipient into acting upon it.
  16. IP Right Infringement: Distribution of copyrighted materials.
  17. Malware/Viruses: Intentional distribution of scripts/software that causes damage or annoyance.
  18. Inappropriate Software Use: Using devices that facilitate continued connections (e.g., pinging) may lead to suspension.
  19. Third Party Accountability: Account owners are responsible for any activity by third parties using their account.
  20. Forbidden Content: Hosting pornographic, warez, hacking, or phishing content is strictly forbidden. Immediate cancellation without refund.
  21. IRC Networks: Hosting IRC servers (standalone or connected) is absolutely forbidden.
  22. Unmetered Accounts: Not to be used for MP3 collections, Warez, image hosting, gaming sites, free hosting giveaways, or home computer backups. Must have a front-end (e.g., store/membership site).
  23. Resellers: Responsible for enforcing AUP and TOS for all their clients.
  24. Streaming Media: Streaming Video/Audio is not permitted on unmetered accounts (except small promotional videos < 20MB).
  25. Egg Drop Scripts: Not allowed. Grounds for immediate account deletion without refund.
  26. Legal Compliance: Anything illegal in the United States of America is not permitted.
  27. Adult Material: Prohibited unless specifically included in your package deal.
  28. Chinese Forums: Prohibited due to excessive CPU usage. Admin fees (~$25/hour) may apply if they cause overloads.
  29. Anime Sites: Not allowed on the network as most are deemed illegal; results in termination.
  30. Lifetime Hosting: Defined as the lifetime of the hosting provider from whom services were purchased.
  31. Domain Status: Accounts will be terminated if the main domain is hosted elsewhere or has expired.
IMPORTANT NOTICE on SPAM: Anyone hosting services that support spammers or cause IP space to be listed in Spam Databases will be immediately removed. A second violation results in permanent removal and a $200 administrative fee.

Security

  • Account Responsibility: You are responsible for all misuse of your account, including activity by friends or employees.
  • Password Security: It is your responsibility to keep passwords secure and hard to guess. Sharing access is prohibited.
  • Prohibited Tools: Use of password guessers, cracking tools, or network probing tools is prohibited.
  • DOS Attacks: Flooding networks or attempting to crash a host is strictly forbidden.
  • Backups: You are responsible for maintaining off-site backups of all account content.

Network Performance

Our accounts operate on shared resources. Excessive consumption of CPU, memory, disk space, or session time is prohibited.

Resource-intensive programs (games, auto-surf scripts, bulk email senders, etc.) that impact other customers may result in account suspension/termination without notice. A $25 fee may be charged for reactivation.

Reporting Violations

Please report suspected violations via email with the following information:

  • IP address used in the violation.
  • Date and time (including time zone).
  • Evidence of the violation (e.g., full email headers or log files).

Possible Actions: Warnings, suspension of privileges/account, termination, billing for admin costs, or legal action.

Final Notices

Revisions: We reserve the right to modify this AUP and TOS at any time. Notices will be posted on Ask-Anders.com.

Refunds: All payments are non-refundable after the 7-day money-back guarantee period has elapsed.

Domains: Domain names are NOT included in the hosting purchase.

Version posted on April 12th, 2026

This error usually indicates a server-side issue. In cPanel, you can diagnose it by:

  • Checking your Error Logs under cPanel → Metrics → Errors
  • Reviewing file permissions via the File Manager — config files should typically be set to 644
  • Verifying your .htaccess file in File Manager → public_html for syntax errors
  • Checking your database connection under cPanel → Databases → MySQL Databases
  • Reviewing PHP version compatibility under cPanel → Software → MultiPHP Manager

Please share relevant error log entries when contacting us for faster resolution.

You can upload files to your website using one of these methods:

  • cPanel File Manager: Go to cPanel → Files → File Manager, navigate to public_html, and use the Upload button
  • FTP/SFTP: Create an FTP account under cPanel → Files → FTP Accounts, then connect using a client like FileZilla
  • SSH: Enable SSH access under cPanel → Security → SSH Access and use command-line tools for advanced uploads

All files should be uploaded to the public_html directory. Set file permissions to 644 and directory permissions to 755 via File Manager's Permissions option.

To point your domain to your website using cPanel:

  • Edit your DNS records via cPanel → Domains → Zone Editor
  • Add or update an A record pointing to your server's IP address (found under cPanel → General Information)
  • For addon domains or subdomains, first add them under cPanel → Domains, then configure their DNS records in Zone Editor
  • If your nameservers point to us, DNS changes take effect within minutes; external nameserver changes can take 24–48 hours to propagate

Contact us if you need assistance locating your server IP or configuring Zone Editor.

For security and functionality, follow these file permission guidelines:

  • Files: 644 (readable by everyone, writable by owner)
  • Directories: 755 (readable and executable by everyone, writable by owner)
  • Configuration files (e.g. wp-config.php): 600 (owner access only)

You can change permissions in cPanel via File Manager → select file/folder → Permissions. Alternatively, use the Fix Permissions tool if available in your cPanel, or adjust via SSH using the chmod command.

You can create and manage databases directly in cPanel:

  1. Go to cPanel → Databases → MySQL Databases and create a new database
  2. Scroll down to create a new database user with a strong password
  3. Add the user to the database and grant All Privileges
  4. Update your website's config file with the database name, username, password, and hostname (usually localhost)
  5. To import an existing database, use cPanel → Databases → phpMyAdmin

For PostgreSQL databases, use cPanel → Databases → PostgreSQL Databases if enabled on your account.

cPanel makes SSL installation straightforward:

  • Free AutoSSL: cPanel includes AutoSSL, which automatically installs and renews a free SSL certificate for your domain. Check its status under cPanel → Security → SSL/TLS Status
  • Let's Encrypt: If available, you can install a Let's Encrypt certificate via cPanel → Security → Let's Encrypt SSL
  • Paid certificates: Upload and install a purchased certificate under cPanel → Security → SSL/TLS → Manage SSL Sites

Once installed, enable HTTPS redirection by adding a redirect rule in your .htaccess file or via cPanel → Domains → Redirects. Contact us if AutoSSL is not issuing correctly for your domain.

Slow website performance can have multiple causes. In cPanel, you can investigate and improve speed by:

  • Enabling Gzip compression via cPanel → Software → Optimize Website
  • Reviewing resource usage under cPanel → Metrics → CPU and Concurrent Connection Usage
  • Checking PHP version — newer versions (8.x) are significantly faster; switch via cPanel → Software → MultiPHP Manager
  • Enabling OPcache under cPanel → Software → MultiPHP INI Editor for PHP caching
  • Optimizing images before uploading and minimising plugin/script bloat

We recommend also implementing a CDN and browser caching. Contact us for a performance review if issues persist.

To set up email for your domain in cPanel:

  1. Create email accounts under cPanel → Email → Email Accounts
  2. Access webmail directly via cPanel → Email → Webmail (supports Roundcube and Horde)
  3. Find your mail client settings (IMAP/POP3/SMTP) by clicking Connect Devices next to your email account
  4. MX records are managed automatically by cPanel — review or customise them under cPanel → Email → MX Entry

Typical mail server settings:

  • IMAP: mail.yourdomain.com, port 993 (SSL)
  • POP3: mail.yourdomain.com, port 995 (SSL)
  • SMTP: mail.yourdomain.com, port 465 or 587 (SSL/TLS)

Contact us if you need help with email deliverability or SPF/DKIM configuration under cPanel → Email → Email Deliverability.

Already have a ticket? Use the private link from your confirmation email to view or update it.