Answers to common support questions our staff receive

Find here quick answers to all the frequent support questions our staff receive. But remember, our agents are available 24/7 so if you have any doubts, feel free to contact us!


1 • Accounts

2 • Emails

3 • Domain Names

4 • cPanel

5 • WordPress

6 • Your Website


1 – Accounts frequent support questions

First of all, you need to connect to your Client Area. If you have trouble remembering your password, simply use the Forgot Password button.


How to login to your AUHost4u account

Once logged in your Client Area you can manage, edit and review your account. From there you can access several sections such as:


On top of that you can also select the language of your Client Area. Which supports 26 languages: العربية, Azerbaijani, Català, 中文, Hrvatski, Čeština, Dansk, Nederlands, English, Estonian, Persian, Français, Deutsch, עברית, Magyar, Italiano, Macedonian, Norwegian, Português, Português (br), Română, Русский, Español, Svenska, Türkçe, Українська.

PLEASE NOTE: While you can chose your Client Area language, our support staff only work in English.

How to un-ban your IP

Sometimes you may have trouble accessing your website, your email and even your cPanel interface. It is likely because your IP is banned by our firewall. Rest assured this can be easily fixed.

Once logged in your Client Area, click on Manage Firewall.


Your IP address should appear, click on the button “Check for IP Block and Remove“.


To find the IP of a device, click here.

If you still experience issue, please contact our 24/7 Live Chat on our website or raise a support ticket.

How to cancel your services

To cancel your service, click on the section My Services then select the service you wish to cancel.
Then click on the button “request cancellation”.

You can either chose:

  • Immediate cancellation and your service will be cancelled within 24 hours.
  • Cancellation at the end of the billing cycle which allow you to use your service until you reach its renewal period.

2 – Email common issues

Another common support question we get concerns email. You can send emails but can’t receive? You can’t access your mail box? An error message is displayed and you are wondering how to fix it? It happens, but it is usually quite easy to fix.

If you want to have a look before we do, feel free to check our solutions below.

How to verify your mail settings

What is a mail setting?

Your mail settings can be categorized into 2 protocols:

  • Incoming settings
  • Outgoing settings

Incoming settings correspond to either POP (Post Office Protocol) or IMAP (Internet Message Access Protocol). In other words, POP and IMAP determine how your incoming email is moved, saved, deleted and synchronized between the email server and your inbox.

  • POP moves email from the server to your device (PC, tablet, smartphone) when you’re accessing email and either saves or deletes it from the server and your inbox.
  • IMAP store your email on the server and synchronize your inbox

Outgoing settings correspond to SMTP (Simple Mail Transfer Protocol). Most, if not all, email systems send mail over the Internet using SMTP to send messages from one server to another.

How to find your mail settings?

When you have an issue with your emails, it’s always good to check first your mail settings. But how to find out which settings you should use?

First, log in your cPanel account. Then navigate to your Email section and click on Email Accounts. If you need to find out how to log in cPanel, click here.


This will bring you to all the email addresses created and associated with your domain.


Click on Connect Devices.

On these two tables you will find the mail settings required. We do recommend you to always use the Secure SSL/TLS Settings.


If you have trouble finding the settings required for your email address, please contact our support or 24/7 Live Chat.

How to set up your Email

How to create your Email

To create your Email address, you can either log in your AUHost4u Client Area, click on My Services and use the quick create an email feature.

You can also login to your cPanel account. Click on the feature Email Accounts.


Then click on Create.


Fill in the user name you wish and enter your password.


How to set up your mail client with Android

First, get the Mail Client Configuration from your cPanel / Plesk email account.

Login to your cPanel / Plesk account.

Within your cPanel home page, click on the feature Email Accounts then click on Connect Devices.

This will show you the configurations for you to set up your mail client from your Android device.

For Plesk, click on the Mail button on the left pane of the screen, choose which email address you wanted to see the configurations and click on the “i” icon. It will show you the configurations for the mail client, just copy the informations required by the email client.

On your Android device, locate and tap the Email Client Application.

Once the application is opened, tap the “Others” option then continue with the configuration.

Enter your email address and password then tap on next. You can also choose to show password to verify if the password you are typing in is correct.

On the next screen, tap the IMAP button then proceed on entering the configurations required.

You will be asked to enter the Mail Server and Port Number. For the Security Type, choose the SSL/TLS (Accept all certificates) and then Next.

This screen will be for SMTP server, type in the SMTP mail server and then the port. Choose SSL/TLS (Accept all certificates) again and make sure the Username and Password is correct then Next.

Almost done! There will be an option to change the name for this email account and the name you wanted to be displayed on outgoing messages. Tap on Next if you are done.

Email client will continue to synchronize with the mail server once you are done with the configurations. After it loads up, you will see the emails coming in. You can start sending emails when it is completed.

How to set up your mail client with IOS

First, get the Mail Client Configuration from your cPanel / Plesk email account.

Login to your cPanel / Plesk account.

Within your cPanel home page, click on the feature Email Accounts then click on Connect Devices.

This will show you the configurations for you to set up your mail client from your Android device.

For Plesk, click on the Mail button on the left pane of the screen, choose which email address you wanted to see the configurations and click on the “i” icon. It will show you the configurations for the mail client, just copy the informations required by the email client.

On your iOS device, locate and tap on the Mail Client application.

Once the application is opened, it will show you the different mail server platforms, just tap on “Other”.

New Account screen will show up. Enter the informations required and tap on Next on the upper right corner.

Next, choose the IMAP option and make sure the Incoming Mail Server and Outgoing Mail Server are correct.

Tap Next again to continue with the set up.

Once you have confirmed the informations, Mail Client will connect to the mail server and verify the credentials you have entered.

After the verification has been completed, you will be asked which applications would you like to synchronized with the server. When done, tap on Save button.

The screen will now go to the Mailbox main screen and download the emails that are currently stored on the mail server under your account.

To remove the email account that you have set up on your iOS device, go to Settings > Accounts & Passwords then choose the email account. Tap the account and just tap on the “Delete Account” on the bottom part of the screen.

How to set up your email on Outlook

Step 1 – Add an account

From the File tab, select Add Account.


Step 2 – Enter your Email address


Fill in your address mail and click on Connect.


This process might take up to a minute.

Step 3 – Enter your Email settings

Select IMAP or POP


For this example we will use IMAP.

Fill in the required information as below:


Once done, click on Next.

PLEASE NOTE: IMAP uses port 993 and POP uses port 995. We would recommend IMAP as this keeps a copy of the email on the server and can be access by multiple devices at the same time. If you need to verify your email settings please refer to the section “How to find your Email Settings?

Step 4 – Enter your password

Enter the password set for this email address and then click on Connect.


Step 5 – That’s it!

This might take up to a minute.


That’s it, your email is now set up.


Your account has been successfully added. If an error pops up, please verify the settings entered. Otherwise, please contact our support team.

3 – Domain Names common support questions

How to add a record

To add a record:

1) Log in your cPanel and navigate to the Domain section. Find here how log in.

2) Select a domain from the drop-down menu.

3) Type in the Name of the record.

4) Type the record’s time to live in the TTL text box.

PLEASE NOTE: Time to live or TTL specifies how long a particular record should be kept in memory, in seconds, before it should be refreshed.

4) Select a record type:

  • An A record is the DNS record that is responsible for mapping host names to IP addresses. The A record is essential because it allows DNS servers to identify and locate your website on the Internet. Without an A record, your visitors will not be able to access your website, FTP servers, or email accounts.

PLEASE NOTE: cPanel will have configured your DNS records so that visitors will be able to resolve your website and its services (FTP, Email, etc.). A records should only be added when you add a service that is not provided by cPanel .

  • CNAME record stands for “canonical name record.” This record creates an alias, allowing a querying server to continue the DNS lookup under the new name.
  • TXT record is a text record that contains certain information that will be read by querying servers. These can carry useful data for the SPF or DKIM email authentication systems.

5) Type in the Address of the record.

6) Click Add A Record.

How to change your DNS records

Already own a domain? Here’s how to change your DNS records.

If your are using cPanel

You will need to log in first. Then, click on the feature Zone Editor. If you can’t find the feature, use the lookup tool on top of your cPanel home page.


From there you can either :

  • Add a A record
  • Add a CNAME record
  • Add a MX record
  • Create DNSSEC Keys
  • Manage all your DNS records

If you are using Plesk

Please log in first. Then, click on the feature Zone Editor. If you can’t find the feature, use the lookup tool on top of your Plesk home page.


Set up or add your DNS records accordingly.

If you need our help to set up the correct records for your domain, please raise a support request here or contact our team via our Live Chat.

How to change your domain name server

Change your DNS or name servers – If you have an existing domain, your domain name needs to be configured to work with your new hosting account. Follow the instructions here to connect your name servers with your AUHost4u account.

Domain not working? It could be because of domain propagation. If you bought a new domain or made a major change like changing your name server, it may take 24-48 hours to start working. Read more about domain propagation here.  

First, login to your billing account in the Client Area.

In the section My Domains, click on the Allen key icon to manage your domain name.


Then select Change Nameservers on the left hand side underneath Actions:


You’ll then see the current nameservers for your domain name.

To change these, simply enter the new name servers and click Change Nameservers:


How to find your name server

To find your name server, simply contact our 24/7 Support via our ticket platform or by using our Live Chat feature on our website.

Provide them your domain name and that’s it.

How to transfer in a domain name

You own a domain name but your purchased via another platform than AUHost4u? You finally decided to ease things and manage your domain and your hosting on the same platform? It just makes everything easier in the long run.

Simply transfer your domain to us. No fees applied.

1) Log in your Client Area.

2) Next, navigate to My Domains then click on Transfer in a Domain.


3) Enter the domain name and the EPP code you received from your old registrar.


4) Finally, click “Add to Cart” to add the transfer to your cart.

PLEASE NOTE: a transfer can take up to 5 days. You will be notified as soon as it has been completed.

How to transfer out a domain name

You need to transfer out a domain? That’s fine. We do not make things over-complicated as other providers to avoid customers transferring out their domain elsewhere.

Here are the steps:

1) Log in your Client Area.

2) Next, navigate to My Domains then select the ACTIVE box beside the domain name to be transferred.


3) Now you need to select “Registrar Lock” on the left hand side under Actions:


4) On this page, select “Disable Registrar Lock” to allow your domain name to transfer.


Once registrar lock has been disabled, go to “Get EPP Code”:


This page will give you the authorization code that you must give to your new provider in order to complete the transfer process.

PLEASE NOTE: a domain name transfer can take up to 5 days.

4 – cPanel frequent support questions

How to login your cPanel account

With AUHost4u you can log in to cPanel interface easily.

Via your AUHost4u account:

1) Log in your Client Area.


2) Click on the section My Services.


3) Click accordingly on your hosting service.


4) You should find a button Log in cPanel.


That’s it!

Via your cPanel server’s link:

1) Use the link provided in the set-up email. This link should look like this:


2) Fill in your username and password

That’s it, you’re in!

If you have trouble remembering your AUHost4u account or cPanel credentials, please use the Forgot Password button or raise a ticket here.

How to install and manage your SSL in cPanel

How to install a AUHost4u SSL Certificate

To install your FREE SSL certificate it’s fairly simple.

1) Log in your cPanel account.

2) Click on the feature “SSL/TLS” in the section Security. If you experience trouble finding the feature, use the look up tool.


3) You can either run the AutoSSL option or click on each domain and update them one by one.


How to install a third-party SSL Certificate

First, you need to Login to your cPanel account.

From your cPanel main screen, locate and click on SSL/TLS under the “Security” category.


From the SSL/TLS screen, click on the “Generate, view, upload, or delete SSL certificates”


Locate the category “Upload a New Certificate” and browse the SSL text file that you wish to install then click on “Upload Certificate”.


Click the “Go Back” button to return to the SSL/TLS Manager.

How to setup the domain for SSL installation

From SSL/TLS Manager screen, click on Manage SSL Sites.

Once done, you can proceed by clicking on “Browse Certificates” and choose the domain from the Domain drop down menu.

After the system attempt to Fetch the SSL certificate and private key, you can go ahead and click on “Install Certificate”.

Note: In most cases, you do not need to supply the CA bundle because the server will fetch it from a public repository during installation.

How to verify the SSL installation

Verify your SSL certificate by a browser and log on to you website and using the HTTPS protocol.

Your browser should show a padlock icon which means “Secured” if you have installed and configured the SSL certificate properly.

How to change the PHP version

What is PHP?

PHP is a server-side scripting language that is designed for web development and also used as general-purpose programming language. Originally named as Personal Home Page and now called as Hypertext Preprocessor.

PHP code can be embedded into HTML code, or can be used in combination with other web template systems, web content management systems, and web frameworks. It is usually processed by a PHP interpreter implemented as a module in the web server or as a Common Gateway Interface (CGI) executable.

AUHost4u servers supports and runs different versions of PHP that can be very important when using multiple applications with different requirements.

How to change PHP Versions on cPanel

Login to your cPanel account. (Don’t know how to login to your cPanel account? Click here)

Locate the category “Software” on the cPanel Home screen.


Click the “Select PHP Version”.


Once opened, you will see the current version of PHP you are using.

Select the PHP version you wish to use and click on “Set as current”.

On the same screen, you will see the PHP extensions that you can enable or disable.

Also, you can edit some configurations for the PHP version by clicking on the “Switch to PHP Options”.

From here you can modify the configurations like: allow_url_fopen, upload_max_filesize, post_max_size,  memory_limit and others. Just click on the “save” button below once done.

How can I save a backup of my website and hosting account?

Here are few simple steps to take backup of your website and hosting account:

1) Login to your cPanel interface

2) Choose “Backup” from the system menu


3) Click the link which reads “Download Today’s Home Backup”


4) One pop-up window appears; select the place to save your backup files locally for safekeeping

That’s it, you saved a backup.

5 – WordPress usual support questions

How to install WordPress with AUHost4u

Using cPanel interface

Once logged in your cPanel account, navigate to the WordPress option in the Softaculous Apps Installer. You should see the following screen:

support-question-how-to install-wordpress-using-cpanel-auhost4u-tutorial-support-question

Click on WordPress. And then select Install Now to create a new WordPress installation.

common-support-question-how-to install-wordpress-softaculous-feature-auhost4u-tutorial

You will then be prompted to enter setup details, such as the domain to be installed on, the site name, and the administrator login details:

Here you can also select the theme you want to use, however this can also be done at a later time.

Once the installation finishes, you will be given a login URL for you to access the WordPress Dashboard.

Using Plesk interface

On your Plesk panel home page, locate the button WordPress.

support-question-how-to install-wordpress-plesk-control-panel-interface-find-wordpress-button-auhost4u-tutorial

Click on the button Install.


That’s it!

How to login your WordPress account

To log in you WordPress Account you have two options:

Via your control panel:

1) Log in your cPanel account -> In the section Softaculous.


2) Click on the WordPress feature -> Scroll down then click on the icon here below:


You are now logged in your WordPress interface.

Via the URL:

1) Log in using your WordPress URL, for example:


2) Enter your username and password, click enter and you are now logged in!

That’s it.

How to change your website theme in WordPress

First, navigate to the WordPress dashboard. You can access this by entering the URL for your domain, followed by “/wp-admin”.

Once logged in, go to Appearance > Themes:

Click “Add New”.

You can now view the available WordPress themes or search for a specific theme.

Once you’ve picked your theme, select “Activate” to activate the theme, or “Live Preview” to see how the theme looks.

How to add a plugin in WordPress

First, you need to be logged in to your WordPress Admin Account by entering the admin URL that has been provided when you installed the WordPress. For example, Click here to see how to log in your WordPress

Once logged in, it will redirect you to the admin page of your WordPress site. Hover your mouse to the “Plugins” button and click on “Add New”.

Then the Add Plugins screen will show up, giving you the option to search for the plugin you wish to install. For this article, we will install “Wordfence Security” (A WordPress Firewall and Malware Scanner).

Once the plugin is shown on the results, you can proceed by clicking on “Install Now” button. You will see the plugin is installing as shown on the image. After it has been installed, you will be given the option to activate the newly installed plugin. Just click on “Activate” for the plugin to start working within the WordPress installation.

After the installation, the plugin will show up on Plugin list when you click on Plugins from the left pane.

6 – Website frequent support questions

How to show a “Secure” website

A SSL certificate helps protect information that is passed from your website to the server. So when someone enters a credit card or fills out a form, that information will be protected.

To display the “Secure” and lock icon when browsing your website, you will need to install a SSL certificate.


When a website is secured and protected by a SSL you will gain in trust, reliability and safety.

This usually display Secure or Not Secure in the URL.


PLEASE NOTE: A self-signed SSL certificate is not recognize by google as truly safe and will not show the “Secure” icon. You need to install at least a Let’s Encrypt SSL certificate.

AUHost4u offers a FREE SSL certificate for all web hosting packages. We also propose the upgraded Essential and Comodo SSL Certificates for purchase here

How to fix a 404 error

What is a 404 error?

A 404 error is an HTTP status code. It means the page you are trying to reach on a website can’t be found or doesn’t exist anymore.

The 404 error indicates that while the server itself is reachable, the specific page showing the error is not or doesn’t exists.

404 Not Found error messages are frequently customized by individual websites. So, keep in mind that the 404 error might show up in just about any way imaginable depending on what website it’s shown from.

How to fix a 404 error?

1) Press F5

Press F5 again. This will refresh the URL you are trying to reach. As the 404 Not Found error can appear for various reasons, sometimes a simple refresh will often load the page you are looking for.

2) Check the URL

If the issue persists, check for errors in the URL. It often happens because the URL was typed wrong or that the link that was clicked on simply points to the wrong URL or a misspelled one.

3) Move up in the directory

Meaning that if you cannot access then try the URL and if you still face the 404 error then try This will bring you to what you’re looking for or at least confirm that the URL you’re trying to reach longer available.

4) Search it on SERPs

Try to look for the page using popular search engines such as Google or Bing. It can happen that the entire URL is completely wrong.

5) Clear your cache

If you are certain the URL is correct, or you have recently fixed this 404 issue but the URL still shows a 404. Try to clear you’re browser’s cache. Simply go into your navigation history -> select clear browsing history -> select clear the cache.

6) Change the DNS

If you can reach the URL using different devices which are using a different network, it’s probably best to try changing the network for the device you have trouble with. There are no particular reasons why, but it happens. Simply check if on other devices you can reach the targeted URL.

7) Contact the website owner

Contact the website owner directly. They may have moved or deleted the content you’re trying to load and they should be able to confirm you if so. It’s probable they moved the page to a different URL but forgot to include a redirect to the new page. Most of the websites, if not all have a contact page that includes an email, a phone or a contact form.

8) Patient, you must be

We understand it’s not fun, but Yoda is right. Patient you must be. Sometimes due to propagation times, especially if you have just fixed the issue as the website owner, this can take time to propagate.


Need help?

If you need our assistance, feel free to contact our 24/7 support team available on our ticket platform or directly via our Live Chat.

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