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Tech support guide

Billing support guide

WHM guide

Cpanel guide

Email guide

FTP Information

DNS guide

SSL Certificates

Dedicated IP guide

RVSiteBuilder guide

phpMyAdmin Live Demos

Softaculous guide

Private Nameservers guide

How the AussieHost.com billing system bills

The AussieHost.com billing system uses prorata billing, with the billing batch being processed on the 1st of each month.

If you signup for a new account on the 10th of the month, and you choose to pay monthly, you are only charged for the remaining 21 days, and then on the 1st of the next mth, you are charged your regular monthly amount.

If you signup for a new account on the 10th of the month, and you choose to pay either 3mthly, 6mthly or 12mthly, then you will be charged for the remaining 21 days plus the 3mth, 6mth or 12mth amount, depending on the payment cycle that you chose.

If you signup after the 25th of the month, and you choose to pay monthly, you are charged for the remaining 6 days and for the next month.

Payment methods are credit card, Paypal, cheque, money order or direct deposit. You can change payment methods at anytime by requesting this from the AussieHost.com helpdesk.

Payment cycles are monthly, 3mthly, 6mthly and 12mthly.

How to access the AussieHost.com Billing area

Access https://www.aussiehost.com/billing/clientarea.php and use your email that you signed up with as your username. If you cannot remember your password, use the "Request a Password Reset" and the billing system will email you your new password

How to manually pay an invoice with PayPal

You can pay your invoice by clicking on the billing link in your invoice, that is emailed to you, or by accessing https://www.aussiehost.com/billing/clientarea.php and follow the links to pay your invoice there. You can pay your invoice with a credit card, PayPal or with an online bank transfer. If you choose to pay for your invoice with an online bank transfer, please be sure to quote your invoice number in the transaction, so we can track your payment and mark that invoice off as paid in the billing system.

How to change your contact information on file

Access the AussieHost.com billing area https://www.aussiehost.com/billing/clientarea.php >> "Update Your Details" and then make the appropriate changes and then click "Saves Changes" when you're done.

How to change your credit card on file

To change your credit card onfile, so your invoices are automatically processed each payment cycle, access the AussieHost.com billing system - https://www.aussiehost.com/billing/clientarea.php and click the "Manage credit card" link. You can then add your new credit card to that area, then click "Save Changes", and you're done.

How to change your payment method

Your default payment method is the method you used when you first signed up for an AussieHost.com account. So if you used a credit card, this is your default payment method. If you'd like to change from using a credit card to paying your invoices with PayPal or an Online Bank Transfer, you can do this by logging into the billing area - https://www.aussiehost.com/billing/clientarea.php >> "Update Your Details" > then choose your desired payment method from the "Payment Method" drop down menu >> then click "Save Changes" when you're finished.

How to upgrade or downgrade your account

To change your chosen payment method, contact the helpdesk by emailing billing@aussiehost.com and we'll take care of that change for you. You need to contact the helpdesk with the same email that we have onfile for your account, for identification verification purposes.

How to cancel your AussieHost.com account

To cancel your AussieHost.com account, contact the helpdesk by emailing billing@aussiehost.com and we'll process your account cancellation. You need to contact the helpdesk with the same email that we have onfile for your account to cancel your account, for identification verification purposes.

My website is DOWN!!

Please follow the following directions to troubleshoot this issue:

Step 1 - Is your domain name registration active?

This is a very basic check, but you'd be surprised at the amount of times over the last decade or so that an expired domain registration has been the cause of a website being down, so just starting with the most obvious checks first.

Step 2 - If your domain registration is active and not expired, proceed to Step 4.

Step 3 - If your domain registration has expired, renew it with your domain register. After your renew your domain registration your website will function pretty shortly thereafter.

Step 4 - Now that we've established your domain registration is active and ok, the next thing we need to do is check that your website is down for everyone else and not just you. You can also check to see if your site is accessible by others by entering your website into this website -> http://downforeveryone.com

Step 5 - If that says "It's just you" who can't access your site, then the server's firewall is blocking your IP from accessing the server. Please proceed to Step 7.

Step 6 - If that says it's down for everyone and not just you, then it's a problem with the server, and the server could be down or is temporarily overloaded. Our crack team of Ninja admins will be aware of this issue, so please wait at least 5 minutes (make a cup of coffee etc) and then if you still cannot access your website, send a ticket to our helpdesk by emailing support [AT] aussiehost.com with the details of your site and the techs will check into that for you.

Step 7 - Now that we have established that everyone else can access your site but not you, your connecting IP has been blocked by our server's firewall. 5 successive unsuccessful login attempts to your cpanel, your WHM, an FTP account or an email account, can trigger the firewall to block that connecting IP, as the server treats that IP as a possible intrusion threat.

Please let us know your connecting IP, so we can see if that is indeed the case. You can see your connecting IP from here -> http://whatismyip.com

We will then check to see if the server's firewall is indeed blocking your IP from accessing the server, and remove that from the block list.

How to resolve email issues

In over a decade of troubleshooting email related issues, I would say 99% of them are because of disk quota or the server's firewall blocking your IP or setup issues in your email program. They're the 3 main culprits for email problems.

When contacting us on the helpdesk to help with your email issue, we need the following 5 pieces of information -

First things first, let's check that your connecting IP is not being blocked by the server's firewall. This can happen if there are 5 successive unsuccessful login attempts to your cpanel, your WHM, an FTP account or an email account, can trigger the firewall to block that connecting IP, as the server treats that IP as a possible intrusion threat.
  1. What is your connecting IP?
    You can see your connecting IP from here » http://whatismyip.com/
  2. Has your domain name in question expired?
    If your domain name registration has expired, then your email naturally won't function.
  3. Has your domain name in question resolved to our server?
    Another basic question but just ruling out the most obvious causes of email issues. If you've just changed your domain's nameservers, over to our nameservers, then it might take a day or 2 for those nameservers to fully propagate over to our server.
  4. Is there enough disk space assigned to your domain that is having the email issues?
    To check go into your WHM » "Quota Modification" and then check that your domain's disk space has not exceeded the disk quota that you set it up with. If it has, then you will need to increase the disk space quota for that domain from there.
  5. Is there enough disk space quota assigned to your email account itself?
    This is the amount of disk space that you have created your email account with. So check in your Cpanel » "Mail Management" » "POP Email Accounts" » then click on the Edit Quota link » then add more disk space there.
Please let us know the answer to those 5 questions, and we'll start troubleshooting this email issue with you.

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How to resolve email issues

In over a decade of troubleshooting email related issues, I would say 99% of them are because of disk quota or the server's firewall blocking your IP or setup issues in your email program. They're the 3 main culprits for email problems.

When contacting us on the helpdesk to help with your email issue, we need the following 5 pieces of information -

First things first, let's check that your connecting IP is not being blocked by the server's firewall. This can happen if there are 5 successive unsuccessful login attempts to your cpanel, your WHM, an FTP account or an email account, can trigger the firewall to block that connecting IP, as the server treats that IP as a possible intrusion threat.
  1. What is your connecting IP?
    You can see your connecting IP from here » http://whatismyip.com/
  2. Has your domain name in question expired?
    If your domain name registration has expired, then your email naturally won't function.
  3. Has your domain name in question resolved to our server?
    Another basic question but just ruling out the most obvious causes of email issues. If you've just changed your domain's nameservers, over to our nameservers, then it might take a day or 2 for those nameservers to fully propagate over to our server.
  4. Is there enough disk space assigned to your domain that is having the email issues?
    To check go into your WHM » "Quota Modification" and then check that your domain´s disk space has not exceeded the disk quota that you set it up with. If it has, then you will need to increase the disk space quota for that domain from there.
  5. Is there enough disk space quota assigned to your email account itself?
    This is the amount of disk space that you have created your email account with. So check in your Cpanel » "Mail Management" » "POP Email Accounts" » then click on the Edit Quota link >> then add more disk space there.
Please let us know the answer to those 5 questions, and we´ll start troubleshooting this email issue with you.

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What FTP information do I need to login?

To login to your ftp accounts you'll use the following information:

Servername: If the domain has propagated then you can use your domain name for the FTP server. If it hasn't, you can use the server's main IP.

The IPs for our servers are:
  1. Billabong server - 103.15.156.2
  2. Kookaburra server - 103.15.156.3
  3. Platypus server - 103.15.156.4
  4. Bilby server - 103.15.156.5
  5. Crocodile server - 103.15.156.6
  6. Goanna server - 103.15.156.7
  7. Octopus server - 103.15.156.8
You are told which server your account is on in your AussieHost.com welcome email.

Username: This is the same as your cpanel username for the account if you're attempting to log into the main ftp account. If you're trying to access an sub-ftp account (an ftp account you created through cpanel), then the username will resemble an e-mail address. For sub-ftp accounts, you will need to use username@yourdomain.com .

Password: This is either the password for your cpanel account if accessing your main account, or the password you set for the sub-ftp account if accessing a sub-ftp account.

Port: The port should default to 21, however if it doesn't, that's the port to use. Upload to the public_html directory.

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Change your domain's nameservers

You need to basically tell your domain name to "point" to the AussieHost.com servers. This is done by changing the DNS information for that domain name at your domain register.

You will need to access the domain register that you purchased your domain name from and there should be a member's section. This will require a Username and Password [that you received when you bought the domain name]

Then find the section that says something like "Change or Update DNS info". You then replace the information that is currently there with the nameserver information that came with your welcome email.

By entering this nameserver information, you are instructing that requests for your domain name are directed to the AussieHost.com servers. It could take up to 2 days for your domain to be fully propagated and for your site to be accessible via your domain name.

If you can't find a Member's section on the site that you purchased the domain name from, email their support staff and tell them what you want to do etc.

By redelegating your DNS info for your domain name, you are in effect hooking your domain name up with the AussieHost.com servers and any requests for your domain name will be routed to the AussieHost.com servers.

Your nameservers to use are in your AussieHost.com welcome email. If you need more information, open a ticket on the AussieHost.com helpdesk by emailing us at support@aussiehost.com and we'll provide fast assistance.

Access your sites prior to DNS propagation

You can access your site prior to your domain being propagated over to the AussieHost.com server. To access your sites before the domain has propagated, simply access via the server's main IP address and the ~username of the account.

So, that would be http://serverIP/~usernameundefinedundefined

The "serverIP" is the server's main IP, depending on which AussieHost.com server your account has been placed on. Your AussieHost.com welcome email tells you which AussieHost.com server your account was placed on.

The main IPs for all AussieHost.com servers are:
  1. Billabong server - 103.15.156.2
  2. Kookaburra server - 103.15.156.3
  3. Platypus server - 103.15.156.4
  4. Bilby server - 103.15.156.5
  5. Crocodile server - 103.15.156.6
  6. Goanna server - 103.15.156.7
  7. Octopus server - 103.15.156.8

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What is an SSL certificate?

SSL means Secure Socket Layer. Secure Sockets Layer (SSL), are cryptographic protocols which provide secure communications on the Internet for such things as web browsing, e-mail, Internet faxing, instant messaging and other data transfers.

SSL is most commonly used in ecommerce, where a secure (https) connection must be established, for the movement of sensitive data between the user and the server.

Purchase your own SSL certificate

AussieHost.com recommends Trustico for SSL certificates:
  • Trustico SSL Certificates
  • Entry level solutions are an affordable option for businesses conducting low transaction volumes and are issued within minutes via an automated online authentication process.
  • RapidSSL Products from A$25.60/yr
  • 99.9% Browser Recognition Rate
Please note that all SSL certificates require a dedicated IP assigned to that domain name, and dedicated IPs cost $5/mth/IP, and this is ontop of the pricing of the SSL.

SSL installation - required details

The following information is required in order for us to create a CSR (Certificate Signing Request) for all SSL certificate installs - The CSR and "key" file (Key=Password file) for your SSL cert will then be emailed to you, in order for you to complete the purchase of your SSL certificate.

Be sure to select "Apache + MOD SSL" when ordering your certificate.

You will need to have a Unique IP address assigned to the particular domain name, in order to install an SSL certificate. Dedicated IPs cost $5/mth/IP. Please read here for dedicated IP information.

You need to purchase an SSL certificate from an SSL provider.

The following information is required in order for us to create your CSR

(Please submit all of this information to our helpdesk.)
  1. Email address to send the cert to.
    Should be your email address. (Not Displayed in cert information)
  2. Host to make certificate for. This should be in the format as follows:
    • secure.domain.com
    • domain.com
    • anything.domain.com
    Notes: The subdomain that you use for your cert does not have to be created by you prior to the installation of the SSL cert, you should use a sub domain that does not currently exist - The Document root for your cert will then be the same as your existing website :- ie: /home/user/public_html This enables your existing pages to be viewed via SSL as (examples):
    • https://secure.domain.com
    • https://www.domain.com
    • https://anything.domain.com
    (Note: You need to choose one of the above, each separate subdomain will need a different IP and SSL cert, it's best to choose one subdomain for all secure transactions)
  3. Company Name. (As per installed domain)
  4. City. (As per installed domain)
  5. State. (As per installed domain)
  6. Country. (As per installed domain, 2 letter abbreviation)
  7. Company Division. (eg. Sales division, security division)
  8. Company Email address. (As per installed domain)
  9. Password. (Choose an alphanumeric challenge password for the cert. This password can contain no special characters like $ %^&. It must be alphanumeric)
  10. Do you need an IP address assigned to this domain? (See above)
What Happens Now?
  1. When we have created the CSR for you, you will receive the "Key" file for your cert via the email address included within step 1.
  2. You can then order your certificate from your provider.
  3. When you have been issued with your certificate, simply submit that cert and the key file to us via our HelpDesk.
  4. We will then install the cert for you and advise when completed.

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What is a dedicated IP?

An IP address (Internet Protocol address) is a unique address that certain electronic devices use in order to identify and communicate with each other on a computer network utilizing the Internet Protocol standard (IP)-in simpler terms, a computer address. Any participating network device—including routers, computers, time-servers, printers, Internet fax machines, and some telephones can have their own unique address.

245.658.54.36 is an example of a dedicated IP address.

An IP address can also be thought of as the equivalent of a street address or a phone number (compare: VoIP (voice over the internet protocol) for a computer or other network device on the Internet. Just as each street address and phone number uniquely identifies a building or telephone, an IP address can uniquely identify a specific computer or other network device on a network.

IP addresses can appear to be shared by multiple client devices either because they are part of a shared hosting web server environment or because a proxy server (e.g., an ISP or anonymizer service) acts as an intermediary agent on behalf of its customers, in which case the real originating IP addresses might be hidden from the server receiving a request. The analogy to telephone systems would be the use of predial numbers (proxy) and extensions (shared).

IP addresses are managed and created by the Internet Assigned Numbers Authority (IANA). The IANA generally allocates super-blocks to Regional Internet Registries, who in turn allocate smaller blocks to Internet service providers and enterprises.

Dedicated IP use must be justified

Dedicated IP usage must be justified. The requirement of an SSL certificate, is the only justification for using a dedicated IP where we will assign a dedicated IP to an account.

Dedicated IPs cost $5/mth per IP address.

How to assign a domain with a dedicated IP

You cannot assign a dedicated IP to an account, as this must be handled by us from the AussieHost.com helpdesk. Please open a ticket on the helpdesk by emailing your request to billing@aussiehost.com, and we will tend to this request from there.

Dedicated IPs cost $5/mth per IP address.

Please note: If you have your site upgraded to use a dedicated IP, then that site could become non functional for a few hours, after the IP has been assigned, while DNS propagates.

What are Private Nameservers?

Private nameservers are nameservers that you can register at your domain register, using your domain name as part of the nameserver. So if your domain name is benhost.com, then you can register ns1.benhost.com and ns2.benhost.com, and your hosting clients would use these nameservers for their websites that you setup in your Reseller account, VPS or Dedicated server with us. You need 2 IP addresses for your Private Nameservers, and we supply those IPs in your hosting account.

Which AussieHost.com hosting accounts have Private Nameservers?

Private nameservers come with our Reseller accounts, where our clients are using their Reseller account to setup their hosting client's website hosting accounts. You can also have Private Nameservers if you have a VPS account or a Dedicated server with us.

I've forgotten my cPanel password.

Please follow the following steps to reset and recover your cPanel password, for your hosting account:

Step 1 - Access https://www.aussiehost.com/billing/clientarea.php and use your email that you signed up, or that we have on file. If you cannot remember your password, use the "Request a Password Reset" and the billing system will email you your new password to your email address that we have on file.

Step 2 - Click the "View" link next to "Number of Products/Services:".

Step 3 - Then click the "View Details" on the right hand side of that screen.

Step 4 - Then click "Change Password".

Step 5 - Then add your new password, confirm your new password and click "Save Changes".

You have now successfully reset your password for your cPanel hosting account access. If you have any issues with this process, please contact the billing team on billing@aussiehost.com

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