Web Hosting & Domain FAQ

SSL Certificates

Installing SSL on my domain

For SSL to be successfully install on your domain, your domain must be pointing to our web hosting servers. This is so the SSL provider can authorise the domain using the IP address.

To point the domain you can update the nameservers of the domain to ours as outlined in the hosting setup email.

Once the domain is pointing to our servers the SSL will be auto installed. It can take a few hours or at the latest overnight for the system to pick up the change and process the SSL.

If you ordered a domain with us when ordering web hosting the SSL should be setup within half an hour of the hosting account setup.

We provide SSL for free, so you don’t need to pay any extra for it.

How quickly will my hosting account be setup

New Customers When first ordering with us we do a quick fraud check on the order then the hosting account is setup. This can take

Are your web hosting servers in Australia

Yes our web hosting servers are in Sydney Australia.

Do you allow Remote database connections

As a security measure we do not provide access to databases on our server from remote connections. Remote database connections is often not a feature

Transferring a domain name registration to us

If you want to transfer a domain name registration to us you may do so by placing a domain transfer order on our website. During

Payment method options

Payment method options include credit card or PayPal.

Change the default payment method for my account

Once logged into our website: ► go to Account ► Edit Account Details ► Select a Payment Method ► Save Changes. Automatic credit card payments

Delete a PayPal subscription

Login to your PayPal account and go to the subscriptions page. On the subscriptions page you can delete the subscription for your web hosting with

How to delete my credit card

Login to our website then go to Account ► Manage Credit Card ► Delete

Managing DNS Zones

If you are using our cPanel web hosting To manage your DNS records using cPanel: ► Login to cPanel ► click Zone Editor From there

Add email forwarder

► Login to cPanel ► click Forwarders ► Add Forwarder ► enter the “Address to Forward” you want to create ► check the correct domain

Park another domain on my website

For a Parked domain to work you need to update the nameservers of the domain to ours. The same as your main domain nameservers. After

What nameservers should I use to point my domain to your hosting servers

You can find your nameservers in your account. ► Login to our website ► click Services ► click My Services ► click Active button for

Activate ID privacy protection on my domain

ID privacy is not available for .au domains. But for other domains you can turn it on to prevent unwanted spam coming into your domain

How do I update my domain nameservers

If you registered your Domain Name with us ► Login to our website ► click Domains ► click My Domains ► click Active (or the icon

Retrieve domain transfer password/EPP code

If you registered your Domain Name with us ► Login to our website ► click My Domains ► click Active (or spanner icon) ► click

Who can register .com.au or .net.au domains

To register a .com.au or .net.au domain you will need to provide an active ABN or ACN or a registered trademark or an incorporated association ID

Who can register .org.au or .asn.au domains

.org.au and .asn.au domains can only be registered by non-commercial organisations. The organisation must be registered as an Australian incorporated association or an Australian charity

Do I need an ABN to register .com.au, .net.au, .org.au or .asn.au domains

A registered Australian entity ID is required to register any .au domain name. An ABN is the standard requirement but other registered entity ID’s are

I ordered a .org.au or .asn.au domain but it’s not registered yet

When registering a .org.au or .asn.au domain it will enter a Pending Eligibility Review state. The process to confirm these domains can take 1-2 days.

Do you offer dedicated IP addresses?

No we don’t sell dedicated IP addresses for web hosting accounts. Dedicated IP addresses don’t offer any advantages for email or SEO purposes. Our outgoing

Changing ownership of a .AU domain

When transferring the ownership of a .au domain name, the domain must be re-registered to the new owners. Confirmation is required from the current and

Downloading weekly backups in cPanel

► Login to cPanel ► click JetBackup ► click Full Backup ► click Generate Download for the backup you want ► click Add to Download

What hosting account backups do you provide?

We make weekly backups of all cPanel hosting accounts. We keep 2 consecutive weekly backups on remote servers which you can download at anytime from

Create and download manual backup in cPanel

In cPanel at any time you can quickly perform a Full cPanel Backup of your entire web hosting account. The cPanel backup zip file created

Creating MySQL / MariaDB databases in cPanel

► Login to cPanel ► Go to Databases ► MySQL Databases. ► On that MySQL Databases page enter the name for your new database and

Uploading your WordPress website to your hosting account

If you have a backup of your WordPress site from another host you can upload that to your web hosting account with us. It’s easier

Error when creating Addon Domain in cPanel

When adding an Addon domain, the addon domains DNS namservers need to be set to our DNS servers, the same DNS servers as the main

Do you use SSD solid state disk drives

Yes we only use SSD disk storage for our web hosting. SSD makes loading of websites much faster than the older conventional HDD disk storage.

Creating an Addon Domain in cPanel

An Addon Domain allows you to host more than one website from within your cPanel account. An addon domain points to a different folder than

I want to cancel my hosting account

You can cancel your hosting account at anytime, there are no cancellation fees or costs. To cancel a hosting account login to our website, click

Using File Manager to upload, download, edit files and permissions

The cPanel File Manager is a useful tool for managing website files. ► Login to cPanel ► click File Manager The File Manager will then

Setting up FTP program

Filezilla is a very good free FTP program you can download and use. SFTP Settings: Protocal: SFTPHost/Hostname: ftp.mydomain.com.auPort: 5050Logon Type: NormalUsername: your cPanel usernamePassword: your

Transferring a .AU domain name registration

You can transfer .au domain names to us for free. Any remaining registration time will be transferred. When the domain is due for renewal we

Creating email accounts

► Login to cPanel ► click Email Accounts ► click +CREATE ► enter your email username ► enter a password ► set the Storage Space

Force my website to use SSL (not WordPress)

Copy this code into your htaccess file. Then replace the yourdomain.com.au with your website domain name. You only need to use this code if your

SSL is setup but my web browser still says “Not Secure”

You can use your web browser to help identify why your website is saying “Not Secure” even after you have setup your website to use

Installing SSL on my domain

For SSL to be successfully install on your domain, your domain must be pointing to our web hosting servers. This is so the SSL provider

Is SSL installed on my domain

You need to visit your website by typing https://yourdomain.com.au into your web browser. Don’t forget to add the “s” to the http part, that is

Force my WordPress website to use SSL

SSL can only be used with WordPress once the SSL is installed. You can install WordPress while you are waiting for the SSL to be

What should I do if I can’t get to my cPanel, websiteor email

There are several reasons why you might not be able to load your website or access your email or cPanel. If you can’t work out

Check email settings

► Login to cPanel ► click Email Accounts ► click CONNECT DEVICES ► Use the SSL settings on that page SSL Email Settings Username: example@yourdomain.com.auPassword:

How to access cPanel

Easy cPanel login ► Login to our website ► click Services ► click Active (for the domain you want to use) ► click Login to cPanel

Logging into webmail

To login to webmail using a web browser type your domain into the address bar with /webmail at the end: ► https://yourdomain.com.au/webmail ► then enter

How to transfer my cPanel account to you

First thing is to place a hosting order with us. Once your account is setup we can do the cPanel transfer. We will require the

I want to renew my domain name registration

► Login to our website ► click Domains ► click Renew Domains ► select domain/s to renew (use the tick boxes) ► click Order Now

How do I pay my invoice

Payment method options include credit card or PayPal. Manual Credit Card Login to our website: ► click Billing ► then My Invoices ► click on

Are there any extra charges other than hosting and domains

No, the only fees are the web hosting and domain name prices displayed on our website. GST is included in the prices displayed.

How long will it take to transfer my domain name registration to you

It takes 48 hours for .com.au, .net.au, .org.au and .asn.au domains to complete transfer after clicking the confirmation link in the confirmation email. Other domains

Do you only use cPanel for hosting accounts

All our hosting accounts use cPanel. We don’t use any other control panel for hosting.

Is your business Australian owned

Yes we are a completely Australian business, owned and operated by all Australian staff.

Still have questions, send us an email

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Copyright © 1999-2021 Australia

Hostmatrix is a business of The Great Aussie Surfshop Pty Ltd Hosting Group
Copyright © 1999-2021 Australia

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