Other & General

Getting the Most from Eco Web Hosting Support

At Eco Web Hosting, we’re committed to fast, friendly, and knowledgeable support — and we’re proud to maintain an excellent customer satisfaction rating across thousands of support interactions. That said, the speed and quality of our responses often depends on the information we receive when you first open a support ticket. The more detail you can give us upfront, the faster we can help. 💡 Why Detail Matters Let’s look at two example tickets: ❌ Vague: “My email doesn’t work.” This gives us very little to go on, so we’ll need to ask you several follow-up questions before we can begin investigating. ✅ Helpful: “I’m seeing a 550 error when sending from info@mydomain.com to mypersonal@gmail.com. I’ve checked delivery reports, but nothing seems out of place. Can you take a look?” This kind of detail allows us to start troubleshooting immediately — and often resolve the issue faster. 📝 How to Write a Great Support Ticket Here are some tips for helping us help you: - Be specific — Tell us what exactly isn’t working and when it started - Include error messages or codes if available - Describe any troubleshooting you’ve already tried - Share relevant URLs or affected email addresses - Use a respectful tone — We’re here to help and always happy to do so - Only mark tickets as 'Urgent' if it's a critical issue (e.g. your site is offline) 🌍 Before Reporting a Website Outage If you think your site is down, please check the following first: - Test using Is It Down Right Now or Pingdom Tools - Visit your Eco Web Hosting client area and check for IP blocks - Use GeoPeeker to test your site from other countries - Try a different network (mobile vs Wi-Fi) or device - Clear your browser cache These steps can quickly confirm whether an issue is local or global. 🔁 What This Means for You By providing useful details up front: - ✅ You get faster, more targeted support - ✅ We spend less time gathering basic info - ✅ You may even solve the issue yourself using the tools in the client area - ✅ Our team can focus more time on the issues that truly need investigation

How to Submit a Support Ticket

If you ever run into an issue or have a question you can’t resolve via the knowledge base, our UK-based support team is here to help. The best way to reach us is by submitting a support ticket through your client area. 🔐 Step 1: Log in to Your Client Area Visit https://my.ecowebhosting.co.uk and log in with your account credentials. 📩 Step 2: Start a New Ticket 1. From the main menu, go to Support > Open Ticket 2. Choose the appropriate department: - Technical Support – for hosting, website, or email issues - Billing Support – for invoices, payments, or renewals - Sales – for upgrades, new orders, or product enquiries 💡 Choosing the right department helps route your request to the right team faster. 📝 Step 3: Fill in Ticket Details To help us assist you efficiently, include: - A clear subject line (e.g. “Email not sending from info@mydomain.com”) - A detailed description of the issue - Any relevant email addresses, domains, or service names - Screenshots or error messages (if available) - Steps you’ve already taken to troubleshoot the issue 🔁 Step 4: Submit and Await Reply Once submitted, you’ll receive a confirmation email. Our team will review and respond as quickly as possible — often much faster than industry averages. You can view and reply to your tickets at any time via Support > My Tickets.

What Is the Difference Between Web Hosting, Email Hosting, and Domains?

If you're new to hosting or just getting started with Eco Web Hosting, it's completely normal to be unsure about the differences between web hosting, email hosting, and domains. This guide explains how each service works, how they connect, and why they’re sometimes shown as separate — even when included in the same plan. 🌐 What Is Web Hosting? Web hosting is what makes your website available online. It provides: - Storage space for your website files and databases - A control panel to manage those files, databases, SSL certificates, and more - Tools like WordPress installers, PHP, MySQL, Git, backups, and caching - Access to developer features like SSH, Node.js, and Redis (on supported plans) If you're building a website, web hosting is the foundation. 📧 What Is Email Hosting? Email hosting powers your email accounts using your domain name (e.g. info@yourdomain.com). It includes: - Mailbox creation and management - Access via Webmail or email apps (Outlook, Apple Mail, Gmail) - Email forwarders, aliases, spam filtering, and autoresponders - Secure delivery and anti-virus scanning 🔄 How Hosting and Email Work Together If you’ve purchased a hosting plan, email hosting is already included — there’s no need to buy it separately. You’ll notice that your client area gives you access to: - A web hosting control panel (for your website) - A separate email control panel (for managing email) While this may look like two separate services, they’re part of one hosting package. We've separated them to give you access to our custom-built Enmail platform, which provides improved performance and control for email management. 🌐 What About Domains? A domain name (like yourdomain.com) is your online address — it's what people type into a browser to visit your site or send you an email. - Domains don’t include hosting or email on their own - You can register a domain, then point it to your hosting or email services - All services (website and email) rely on the domain being set up correctly with the right DNS settings Think of a domain as the sign on the door, hosting as the building, and email as your digital mailbox.

Important Information: Migration to Our New Hosting Platform

We are excited to announce that your hosting services are being migrated to our brand-new, state-of-the-art infrastructure! This move improves performance, reliability, and scalability for your websites and email services. Please carefully review the information below to ensure a smooth experience. Migration Process Overview - You will receive an email notification once your migration is scheduled. - You will receive an email notification once your migration process officially begins. - Until you are notified, no changes to your settings are required. - After the migration starts, you should update your settings as outlined below. You can track the migration status of your services using our Migration Tracker: 👉 Migration Tracker Immediate Action Required for Some Clients: DNS and Nameservers If your domain is registered with another provider (i.e., not managed by us), we have been unable to update your DNS records automatically. You will need to manually update your nameservers to ensure your website and email services continue to function after migration. Update Your Nameservers to: - ns1.da.hostns.io - ns2.da.hostns.io Important: If these nameservers are not updated, your website and email services may stop working once the migration is complete. If You Manage DNS Records Yourself (Custom DNS Settings) If you manage your domain’s DNS records manually, you must also update your MX (Mail Exchanger) Record for email delivery: - MX Record: mx.enmail.co Other Actions You May Need to Take (After Receiving Your Migration Start Notification) 1. Check Your Migration Status Use our Migration Tracker to confirm if your domain and services have been migrated. 2. Check Your Website After migration, visit your website to ensure it is functioning correctly. Example: https://yourdomain.com Note: DNS propagation can take several hours, during which your site might be temporarily unavailable. 3. Update Your Email Client Settings If you use an email client (e.g., Outlook, Apple Mail, Thunderbird), please update your settings: Incoming Mail (IMAP) — Recommended: - Server: mail.enmail.co - Protocol: IMAP - Port: 993 - Encryption: SSL/TLS Outgoing Mail (SMTP): - Server: mail.enmail.co - Port: 465 - Encryption: SSL/TLS If you prefer to use POP3: - Incoming Mail (POP3) Server: mail.enmail.co - Port: 995 - Encryption: SSL/TLS Important for Microsoft Outlook Users: Please disable Secure Password Authentication (SPA) when setting up your account. 4. Update Webmail Access You can access your email online through the new Webmail system: 👉 https://webmail.enmail.co 5. Important: Email Passwords Updated As part of the migration, passwords for email accounts were updated automatically. You can find your updated mailbox passwords by: 1. Visiting the Migration Tracker 2. Clicking ‘View’ next to your domain 3. Viewing the updated password information for your mailboxes 6. How to Update Mailbox Passwords (If Needed) If you wish to change your mailbox passwords after migration: 1. Go to the Client Area 2. Under your service, click "Email" (as shown in the screenshot below) 3. You will be logged into Encuro, the new platform for email management 4. In Encuro, you can manage your mailbox settings and update passwords d3b82011b4df099434a2e0fb761b4129f659940b622ff43844d80ace8eaf91a06d16ceecd24d25c9?t=7eac05ae7b4368131cc13b5b9acd270f   In Encuro, click the three dots (...) next to the mailbox, then select "Change Password". Need Help? If you encounter any issues or require assistance with updating your settings, our support team is available via the Client Area. We are here to support you every step of the way! Summary Checklist ✅ Received migration start notification ✅ Confirmed migration status via Migration Tracker ✅ Nameservers updated if domain is externally registered ✅ MX Record updated if managing DNS manually ✅ Website checked and verified ✅ Email client settings updated ✅ Webmail access tested ✅ New mailbox passwords retrieved and used ✅ Mailbox passwords updated in Encuro if needed