Customer Service is our top priority

FREQUENTLY ASKED QUESTIONS

Review our most frequently asked questions below. You will find most of the answers you need. If the FAQS won't solve your problem then contact us via Email, Live Chat or Phone call.


Can I upgrade at any time; how much does it cost?       
Yes, you can upgrade at any time by simply submitting a Ticket to us. It is free to upgrade and the only charge would be the price difference in the plan you upgrade to. For example, if you were paying KES 1,500 per year with your previous plan at sasahost.com, and the new plan is KES 3,000 per year, you'd only pay the KES 1,500 per year difference.

Is tax included with my monthly or yearly plan?
 *All prices are subject to 16% VAT where applicable.


Are there any hidden costs, or setup fees?        
No, there are no hidden costs or fees associated with having a hosting account at Sasahost Limited. There are some optional upgrades, e.g. getting extra IP Addresses or Billing software which will require additional funds from you.

How long have you been in business? And can you tell me a little about your company and network?    
Please read our 'about us' page. It contains all the information you need about our Company. If you still have more questions, just send our sales department an email or visit our offices and we shall gladly serve you.

Do you allow sites to advertise for money, on their web site?    
Yes, we allow sites to have commercial advertisements.

Are your servers Unix / Linux, or Windows NT?          
All servers at SASAHOST LIMITED are Linux servers running CENT OS 5+. We Host on Top-of-the-line Intel Xeon 3210 Quad Core  (4 CPUs), 4 GB RAM, 2 X 500 GB Disk Space, Apache UNIX Web Servers Situated at SAS 70 Type II & ISO 9000:2001 Certified  N+1 redundant Data Centers in Dallas and Houston TEXAS [At the Planet Data centers].


What control panel do you use and do you have a demo?         
The control panel we use is called cPanel. A demo of cPanel can be found Here


How much is extra bandwidth and space?        
If you need more bandwidth or disk space, e-mail us to upgrade you to a higher plan. If you need more bandwidth or space than our highest plan offers, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it for a custom plan. We'll be more than happy to work something out to fit your needs.


Do you offer Telnet or SSH access?    
Yes, we offer SSH access. In order to get SSH access you must email This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your request. Along with your request, you must include either a driver's license or a government issued identification card. Without this, you will be out rightly denied SSH access.


Can I password protect directories?     
Yes, you can password protect directories within cPanel.


Will you place ads on my site?
SASAHOST LIMITED will NOT place ads on your site. That is one of the many advantages of having a paid host.


Do you have a manual for our control panel?    
Yes, a manual for our control panel, cPanel is available. You will find the manual, as well as video tutorials on how to do about anything within your control panel or by clicking Here. From simple tasks like creating Email Accounts to more advanced tasks like setting cron jobs.


What is the difference between parked, addon, and sub domains?         
An addon domain is a fully functional domain that can be created from your cPanel. Once it's created it will have it's own email, and it's own folder from within the public_html directory. Addon domain URLs look like www.domain.com


Sub domain URLs look like forum.domain.com, cat.domain.com, etc. domain.com the www is replaced with anything you want.


Parked domains are a place holder site. You park it on top of another site and it becomes a single page of the site you park it on.


What happened to the search engine submittal that was in cpanel?         
It was removed by cPanel because all search engines submittal is a scam. The search engines want to be as organic as possible and people submitting their sites is not organic. All search engines now have bots that will find your site automatically. To increase the amount of bots that find your site, get other sites to link to your site.


How do I backup / restore / move from one cPanel host to another?     
If your old host is using cPanel you are in luck! If they aren't, the only way to move your site is by uploading and downloading it all manually using a tool such as FTP.


Steps to backup and move your site

1. First login to your cpanel and click "backup" (make sure you are using x skin)

2. Once in backup click "download a home directory backup" This will backup all your email accounts, files, and a few other things.  It will not backup your MySQL databases.

3. If you have any MySQL databases you will download them now.

4. If you have any Aliases/Filter Backups download them.

5. Congratsulations, you have backed up your entire site, and it's now time to restore it.

6. Login to your cpanel with us click "backup"

7. Under "Restore a Home Backup," click "Browse" and find the home backup you have you have already downloaded, and click upload.

8. Do the same for your MySQL databases.

9. Do the same for your Aliases/Filters.

10. You are done with everything your site has been restored, now repeat this process for any more sites you wish to backup.


Getting your database to work after restoring it
After you have restored your database, you will get an error when trying to view it's page. Example Error: Warning: mysql_connect(): Access denied for user: 'bakerpe_osc1@localhost' (Using password: YES) in /home/bakerpe/public_html/catalog/includes/functions/database.php on line 19 Unable to connect to database server! What this means is that your database now exists in cPanel, but it has no username and password assigned to it.


To assign a username and password login to your cPanel and click "MySQL Databases" Scroll down till you see the below. Your username will look something like this yourusername_databasename@localhost The red part would be your username. The username in our example error above is "osc1" You will need to find out your databases password. To do so look at the error your page gave you and take note of the path. Path from our example error: /home/bakerpe/public_html/catalog/includes/functions/database.php You will now login to your sites FTP and go through the folders until you find the file listed in your error path. You will now download the file to your computer. Once it's downloaded open it up and browse until you find your database password. Example of what to look for: DB_SERVER_PASSWORD\', \'nvGHdCC0dCMz\'); nvGHdCC0dCMz would be our database password. We will now fill that password in for our database password, and and then press "add user" The user has now been added, but it has not been assigned to a database. Match up the user with the database it belongs to and then just click "add user to database" You are done! If it doesn't work, you messed up somewhere in these directions and might have to try again. Contact Technical Support for more information.


What is Fantastico?     
Fantastico De Luxe is the leading auto installer for cPanel servers. With more than 10,000 installations, it provides more than one million end users the ability to quickly install dozens of the leading open source content management systems into their web space. http://netenberg.com/fantastico_scripts.php Fantastico DeLuxe will allow you and your customers to install over 50 scripts instantly.


To use fantastico you or your client will just login to their control panel click fantastico, and then click one of the 50+ scripts to be installed such as.... Blogs, Portals/CMS, Customer Support Desks, forums, shopping carts, Image Galleries, Mailing Lists.


Custom error pages     
To create a custom error page for your account you will need to upload a file with the appropriate file name to the account. The Page will be named according to the HTTP error code the page corresponds to. To create a custom page for 404 errors you would upload a page named 404.shtml. For a 403 error it will be named 403.shtml The server will automatically recognize the custom error pages for the primary domain name on your account if the file is named with a .shtml extension. Setting a custom error page from the cpanel or by manually editing the .htaccess file for the root domain will apply that error page for all domains on the account. To create separate custom error pages for an addon or sub-domain you will need to create a .htaccess file in the addon or sub-domains folder with an 'ErrorDocument' command. The format for the command is: ErrorDocument code http://domain/page

For an addon or subdomain the error page path must be a fully qualified URL. You can use the ErrorDocument command to redirect page errors to a file name with an extension other than .shtm.


Where can I download a free FTP?     
We recommend downloading Filezilla FTP Client from http://filezilla-project.org/download.php?type=client.

Why am I not allowed to upload files?  
Make sure you are uploading to the right web directory, which is inside the public_html or www folder. If you're sure you're uploading to the right folder, you are probably out of disk space.


Why doesn't my FTP password change when I change my cPanel password?   
Please allow 24 hours for your FTP password to sync with your cPanel password. If it does not work within 24 hours, please contact Technical Support.


What if I’m behind a router?     
If you are behind a router, please enable passive FTP mode.


My FTP is really slow or disconnects often. Why?        
Go into your FTP options and see if passive mode is checked ,if it is, uncheck it. If it is not checked, try checking it. This should solve your problem, assuming the issue is not with your actual connection to the Internet.


Why does my FTP fail to connect?       
If your FTP program is not connecting properly, here are some possible reasons:

1. Your firewall could be blocking it.

2. Make sure you have the IP address in your welcome email for host name (only the numbers don't add ftp, www or anything else).

3. Make sure your username and password are the same as your control panel username and password.

4. Some FTP programs require a path in order to connect. Your path would be /home/YOURUSERNAME/public_html


Why are my FrontPage extensions not working?           
You must first make sure you have installed the extensions from going into your cpanel and clicking Install FrontPage Extensions' on the domain or sub domain you want them on. If your DNS is still propagating, FrontPage extensions will not work. Your only option would be to upload your site using FTP during this time. If you have ever connected with FTP, it will corrupt your FrontPage extensions. You will need to go into your cPanel, click Uninstall FrontPage Extensions' and reinstall them.


How do I create email accounts?         
To create an email account, login to your control panel and click Email Accounts, then Add/Remove Email Accounts. *NOTE: By default you have no email address setup. The main username may look like it is setup as an email, but if you wish to use it, you will need to add it as an email account.


How do I log into Webmail?    
You can log into webmail by going to: http://www.yourdomain.com/webmail or http://youripaddress/webmail. You can also log into webmail by going to http://mail.youdomain.com. Your username will be the entire email address. For example: This e-mail address is being protected from spambots. You need JavaScript enabled to view it with the password you've created.


What do I put for both incoming and outgoing mail server?       
For both incoming and outgoing mail server, put mail.yourdomain.com.


Where do I go to check my emails using my browser?  
To check your email using your web browser, go to http://mail.yourdomain.com. You can also go to http://yourdomain.com:2095/.


How can I setup webmail to go directly to Horde, SquirrelMail or RoundCube?           
1. Login to the webmail program you prefer. You can get there by going to your-domain.com/webmail. You'll need to login using a username (which is the full email address) and password.

2. Once you have logged into webmail, click on the webmail program of your choice.

3. Copy the url in your address bar. It will look something like: http://your-domain.com:2095/roundcube/index.php, http://your-domain.com:2095/horde/login.php (if you chose Horde)

http://your-domain.com:2095/3rdparty/squirrelmail/src/webmail.php (if you chose SquirrelMail)

4. Once you have the URL you'll be wanting to use, login to your cPanel.

5. In cPanel, setup a sub domain called something like myemail.your-domain.com (you can do this by clicking on the "sub domains" icon in cPanel). Do NOT use mail.your-domain.com as these particular sub domains are already in use on the server and attempting to use them as sub domains can result in conflicts.

6. After you've setup the sub domain in your cPanel, setup a "redirect" for the sub domain (by clicking on the "sub domains" icon). You will need to setup the redirect so the sub domain goes to the URL of the webmail program of your choice. That's it!


Our mail policy and limits         
Limits: There is a 200 hourly email limit per domain this limit is also applied towards mailman. If you send over this amount in any hour, most of the e-mails will bounce back with a undeliverable error. Many of our servers have a 60 pop checks per hour limit per email address. If you go over this you're likely to get a wrong password error message saying login incorrect. Just wait an hour and it will automatically unlock you. To prevent this from happening again, make sure to disable auto checking, or at least set it to something higher such as 10 minutes. Any mailing list larger than 5,000 will require a semi-dedicated or dedicated hosting solution from us. Please note that dividing one large list into smaller lists to get below this limit is not allowed.


Mailing Lists Rules:

1. Anytime you're sending a message, no matter how large your mailing list is you must throttle it. We recommend you throttle it to at the very least sending 1 email every 6 seconds. If the mailing list software you're using does not allow you to throttle, you must switch to something else. We recommend phpList, which can be found in your control panel under Fantastico. If you do not throttle and you try sending, for example, 500 emails, the server will try sending all 500 in 1 second, which is not possible. This will cause the server load to go very high and the entire server will be sluggish until this process is completed. It is our job to keep the server up and running without being sluggish. Anyone who causes the server's load to go high will be suspended and the process will be terminated. If you choose not to throttle, you will most likely be suspended for crashing the server.

2. Any mailing list over 900 emails is only allowed to be sent to during off-peak times to prevent high server loads. Off peak times qualify as all day Saturday and Sunday, and 1 AM - 8 AM Eastern Time on Monday - Friday.

3. You are not allowed to mail to a mailing list you were given or purchased. This is spamming because the subscribers never agreed to you personally sending them mail. We do not care and how you justify it, this is spam and will result in termination of the offending account.

4. Any unsolicited e-mail being sent will result in termination of the offending account. We have a zero tolerance policy regarding the sending of unsolicited e-mail.


Are you able to receive emails but not send?    
If you can receive mail but aren't able to send this means one thing: Your Internet provider is blocking you from using anyone's outgoing mail servers but their own. Many major ISP's are blocking outgoing emails. The reason they do this is to prevent you from using their Internet connection for spamming purposes. You will still be able to send emails, but only by using your ISP'S outgoing mail server. Every ISP's outgoing mail address is different, but for the most part they will be mail.yourispname.com For example, if you had Internet provision with Africaonline.co.ke, their outgoing mail server would look like this: mail.africaonline.co.ke. If mail.yourisp.com does not work and you are still unable to send emails, you will need to call your Internet service provider to find out what their outgoing mail server is. We also have Exim running on port 26 for this very reason. A possible work around is to change your outgoing mail to port 26.


Are you able to send emails but not receive?    
Either your domain is over quota, or your e-mail address itself is over quota. You will need to increase the amount of disk space to receive mail again.

Does your e-mail client say?      
All of our shared servers have a 60 check per hour limit. If you hit this limit in any hour you'll be locked out for the rest of the hour. You will need to click Tools > Options > General and disable where it says "check for new messages every xx minutes." If you do not want to disable it, just set it to check less often. Keep in mind the more computers you have auto checking or checking the mail, the quicker you will hit this limit.


Email Troubleshooting  
To get your mail working:

* Make sure your user name and password is all lowercase.

* Make sure you have created the email address in your control panel.

* Change the user name to the full email address. Example: This e-mail address is being protected from spambots. You need JavaScript enabled to view it Still not working?

* Change your incoming and outgoing mail servers from mail.yourdomain.com to the ip address listed in your welcome email.


Are you able to send emails but not receive?
Either your domain is out of disk space, or your e-mail address itself is out of disk space. You will need to increase the amount of disk space to receive mail again. Does it say "please enter your username and password for the following server" and you are sure you're using the correct information? Most of our servers have a 60 checks per hour limit. If you hit this limit in any hour you'll be locked out for the rest of the hour. you will need to click > tools > options > general > and disable where it says "check for new messages every xx minutes" If you do not want to disable it just set it to check less often. keep in mind the more computers you have auto checking or checking the mail the quicker you will hit this limit.


Why do e-mails with attachments not work?     
1. The server is designed to block attachment types which are seen as a danger if they are not zipped up. Some attachment types that are blocked are: .bat .src .exe. The reason for this is that your mailbox would be flooded every day with viruses if this was not in place. A few attachments that are fine without zipping up are: .gif .jpg .html .pdf. Unfortunately, there is no way to turn this off so your only option is to zip your attachment.



2. Another reason could be the size of the attachment if you're sending an attachment that is 10 MB or larger, it will fail due to the size. If you are sending it from webmail this limit is less than 2 MB. A better option to get around these limits would be to upload the file to your site and give out the link instead. You could even password protect so the public cannot view or access the file

FREQUENTLY ASKED QUESTIONS

Review our most frequently asked questions below. You will find most of the answers you need. If the FAQS won't solve your problem then contact us at our Support Center
 

Can I upgrade at any time; how much does it cost?       
Yes, you can upgrade at any time by simply submitting a Ticket to us. It is free to upgrade and the only charge would be the price difference in the plan you upgrade to. For example, if you were paying KES 1,500 per year with your previous plan at sasahost.com, and the new plan is KES 3,000 per year, you'd only pay the KES 1,500 per year difference.

Is tax included with my monthly or yearly plan?
Yes. Tax is included within the price (where applicable).


Are there any hidden costs, or setup fees?        
No, there are no hidden costs or fees associated with having a hosting account at sasahost.com. There are some optional upgrades, e.g. getting extra IP Addresses or Billing software which will require additional funds from you.

How long have you been in business? And can you tell me a little about your company and network?    
Please read our company information page. It contains all the information you need about SASAHOST LIMITED. If you still have more questions, just send our sales department an email or visit our offices and we shall gladly serve you.

Do you allow sites to advertise for money, on their web site?    
Yes, we allow sites to have commercial advertisements.

Are your servers Unix / Linux, or Windows NT?          
All servers at SASAHOST LIMITED are Linux servers running CENT OS 5+. We Host on Top-of-the-line Intel Xeon 3210 Quad Core  (4 CPUs), 4 GB RAM, 2 X 500 GB Disk Space, Apache UNIX Web Servers Situated at SAS 70 Type II & ISO 9000:2001 Certified  N+1 redundant Data Centers in Dallas and Houston TEXAS [At the Planet Data centers].


What control panel do you use and do you have a demo?         
The control panel we use is called cPanel. A demo of cPanel can be found Here


How much is extra bandwidth and space?        
If you need more bandwidth or disk space, e-mail us to upgrade you to a higher plan. If you need more bandwidth or space than our highest plan offers, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it for a custom plan. We'll be more than happy to work something out to fit your needs.


Do you offer Telnet or SSH access?    
Yes, we offer SSH access. In order to get SSH access you must email This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your request. Along with your request, you must include either a driver's license or a government issued identification card. Without this, you will be out rightly denied SSH access.


Can I password protect directories?     
Yes, you can password protect directories within cPanel.


Will you place ads on my site?
SASAHOST LIMITED will NOT place ads on your site. That is one of the many advantages of having a paid host.


Do you have a manual for our control panel?    
Yes, a manual for our control panel, cPanel is available. You will find the manual, as well as video tutorials on how to do about anything within your control panel. From simple tasks like creating Email Accounts to more advanced tasks like setting cron jobs.


What is the difference between parked, addon, and sub domains?         
An addon domain is a fully functional domain that can be created from your cPanel. Once it's created it will have it's own email, and it's own folder from within the public_html directory. Addon domain URLs look like www.domain.com

 
Sub domain URLs look like forum.domain.com, cat.domain.com, etc. domain.com the www is replaced with anything you want.

     
Parked domains are a place holder site. You park it on top of another site and it becomes a single page of the site you park it on.


What happened to the search engine submittal that was in cpanel?         
It was removed by cPanel because all search engines submittal is a scam. The search engines want to be as organic as possible and people submitting their sites is not organic. All search engines now have bots that will find your site automatically. To increase the amount of bots that find your site, get other sites to link to your site.


How do I backup / restore / move from one cPanel host to another?     
If your old host is using cPanel you are in luck! If they aren't, the only way to move your site is by uploading and downloading it all manually using a tool such as FTP.

     
Steps to backup and move your site

    1. First login to your cpanel and click "backup" (make sure you are using x skin)

    2. Once in backup click "download a home directory backup" This will backup all your email accounts, files, and a few other things.  It will not backup your MySQL databases.

    3. If you have any MySQL databases you will download them now.

    4. If you have any Aliases/Filter Backups download them.

    5. Congratsulations, you have backed up your entire site, and it's now time to restore it.

    6. Login to your cpanel with us click "backup"

    7. Under "Restore a Home Backup," click "Browse" and find the home backup you have you have already downloaded, and click upload.

    8. Do the same for your MySQL databases.

    9. Do the same for your Aliases/Filters.

    10. You are done with everything your site has been restored, now repeat this process for any more sites you wish to backup.

     
Getting your database to work after restoring it
After you have restored your database, you will get an error when trying to view it's page. Example Error: Warning: mysql_connect(): Access denied for user: 'bakerpe_osc1@localhost' (Using password: YES) in /home/bakerpe/public_html/catalog/includes/functions/database.php on line 19 Unable to connect to database server! What this means is that your database now exists in cPanel, but it has no username and password assigned to it.


To assign a username and password login to your cPanel and click "MySQL Databases" Scroll down till you see the below. Your username will look something like this yourusername_databasename@localhost The red part would be your username. The username in our example error above is "osc1" You will need to find out your databases password. To do so look at the error your page gave you and take note of the path. Path from our example error: /home/bakerpe/public_html/catalog/includes/functions/database.php You will now login to your sites FTP and go through the folders until you find the file listed in your error path. You will now download the file to your computer. Once it's downloaded open it up and browse until you find your database password. Example of what to look for: DB_SERVER_PASSWORD\', \'nvGHdCC0dCMz\'); nvGHdCC0dCMz would be our database password. We will now fill that password in for our database password, and and then press "add user" The user has now been added, but it has not been assigned to a database. Match up the user with the database it belongs to and then just click "add user to database" You are done! If it doesn't work, you messed up somewhere in these directions and might have to try again. Contact Technical Support for more information.


What is Fantastico?     
Fantastico De Luxe is the leading auto installer for cPanel servers. With more than 10,000 installations, it provides more than one million end users the ability to quickly install dozens of the leading open source content management systems into their web space. http://netenberg.com/fantastico_scripts.php Fantastico DeLuxe will allow you and your customers to install over 50 scripts instantly.

     
To use fantastico you or your client will just login to their control panel click fantastico, and then click one of the 50+ scripts to be installed such as.... Blogs, Portals/CMS, Customer Support Desks, forums, shopping carts, Image Galleries, Mailing Lists.


Custom error pages     
To create a custom error page for your account you will need to upload a file with the appropriate file name to the account. The Page will be named according to the HTTP error code the page corresponds to. To create a custom page for 404 errors you would upload a page named 404.shtml. For a 403 error it will be named 403.shtml The server will automatically recognize the custom error pages for the primary domain name on your account if the file is named with a .shtml extension. Setting a custom error page from the cpanel or by manually editing the .htaccess file for the root domain will apply that error page for all domains on the account. To create separate custom error pages for an addon or sub-domain you will need to create a .htaccess file in the addon or sub-domains folder with an 'ErrorDocument' command. The format for the command is: ErrorDocument code http://domain/page

For an addon or subdomain the error page path must be a fully qualified URL. You can use the ErrorDocument command to redirect page errors to a file name with an extension other than .shtm.


Where can I download a free FTP?     
We recommend downloading Filezilla FTP Client from http://filezilla-project.org/download.php?type=client.

Why am I not allowed to upload files?  
Make sure you are uploading to the right web directory, which is inside the public_html or www folder. If you're sure you're uploading to the right folder, you are probably out of disk space.


Why doesn't my FTP password change when I change my cPanel password?   
Please allow 24 hours for your FTP password to sync with your cPanel password. If it does not work within 24 hours, please contact Technical Support.


What if I’m behind a router?     
If you are behind a router, please enable passive FTP mode.


My FTP is really slow or disconnects often. Why?        
Go into your FTP options and see if passive mode is checked ,if it is, uncheck it. If it is not checked, try checking it. This should solve your problem, assuming the issue is not with your actual connection to the Internet.


Why does my FTP fail to connect?       
If your FTP program is not connecting properly, here are some possible reasons:

    1. Your firewall could be blocking it.

    2. Make sure you have the IP address in your welcome email for host name (only the numbers don't add ftp, www or anything else).

    3. Make sure your username and password are the same as your control panel username and password.

    4. Some FTP programs require a path in order to connect. Your path would be /home/YOURUSERNAME/public_html


Why are my FrontPage extensions not working?           
You must first make sure you have installed the extensions from going into your cpanel and clicking Install FrontPage Extensions' on the domain or sub domain you want them on. If your DNS is still propagating, FrontPage extensions will not work. Your only option would be to upload your site using FTP during this time. If you have ever connected with FTP, it will corrupt your FrontPage extensions. You will need to go into your cPanel, click Uninstall FrontPage Extensions' and reinstall them.


How do I create email accounts?         
To create an email account, login to your control panel and click Email Accounts, then Add/Remove Email Accounts. *NOTE: By default you have no email address setup. The main username may look like it is setup as an email, but if you wish to use it, you will need to add it as an email account.


How do I log into Webmail?    
You can log into webmail by going to: http://www.yourdomain.com/webmail or http://youripaddress/webmail. You can also log into webmail by going to http://mail.youdomain.com. Your username will be the entire email address. For example: This e-mail address is being protected from spambots. You need JavaScript enabled to view it with the password you've created.


What do I put for both incoming and outgoing mail server?       
For both incoming and outgoing mail server, put mail.yourdomain.com.


Where do I go to check my emails using my browser?  
To check your email using your web browser, go to http://mail.yourdomain.com. You can also go to http://yourdomain.com:2095/.


How can I setup webmail to go directly to Horde, SquirrelMail or RoundCube?           
    1. Login to the webmail program you prefer. You can get there by going to your-domain.com/webmail. You'll need to login using a username (which is the full email address) and password.

    2. Once you have logged into webmail, click on the webmail program of your choice.

    3. Copy the url in your address bar. It will look something like: http://your-domain.com:2095/roundcube/index.php, http://your-domain.com:2095/horde/login.php (if you chose Horde)

    http://your-domain.com:2095/3rdparty/squirrelmail/src/webmail.php (if you chose SquirrelMail)

    4. Once you have the URL you'll be wanting to use, login to your cPanel.

    5. In cPanel, setup a sub domain called something like myemail.your-domain.com (you can do this by clicking on the "sub domains" icon in cPanel). Do NOT use mail.your-domain.com as these particular sub domains are already in use on the server and attempting to use them as sub domains can result in conflicts.

    6. After you've setup the sub domain in your cPanel, setup a "redirect" for the sub domain (by clicking on the "sub domains" icon). You will need to setup the redirect so the sub domain goes to the URL of the webmail program of your choice. That's it!


Our mail policy and limits         
Limits: There is a 200 hourly email limit per domain this limit is also applied towards mailman. If you send over this amount in any hour, most of the e-mails will bounce back with a undeliverable error. Many of our servers have a 60 pop checks per hour limit per email address. If you go over this you're likely to get a wrong password error message saying login incorrect. Just wait an hour and it will automatically unlock you. To prevent this from happening again, make sure to disable auto checking, or at least set it to something higher such as 10 minutes. Any mailing list larger than 5,000 will require a semi-dedicated or dedicated hosting solution from us. Please note that dividing one large list into smaller lists to get below this limit is not allowed.


 Mailing Lists Rules:

    1. Anytime you're sending a message, no matter how large your mailing list is you must throttle it. We recommend you throttle it to at the very least sending 1 email every 6 seconds. If the mailing list software you're using does not allow you to throttle, you must switch to something else. We recommend phpList, which can be found in your control panel under Fantastico. If you do not throttle and you try sending, for example, 500 emails, the server will try sending all 500 in 1 second, which is not possible. This will cause the server load to go very high and the entire server will be sluggish until this process is completed. It is our job to keep the server up and running without being sluggish. Anyone who causes the server's load to go high will be suspended and the process will be terminated. If you choose not to throttle, you will most likely be suspended for crashing the server.

    2. Any mailing list over 900 emails is only allowed to be sent to during off-peak times to prevent high server loads. Off peak times qualify as all day Saturday and Sunday, and 1 AM - 8 AM Eastern Time on Monday - Friday.

    3. You are not allowed to mail to a mailing list you were given or purchased. This is spamming because the subscribers never agreed to you personally sending them mail. We do not care and how you justify it, this is spam and will result in termination of the offending account.

    4. Any unsolicited e-mail being sent will result in termination of the offending account. We have a zero tolerance policy regarding the sending of unsolicited e-mail.


Are you able to receive emails but not send?    
If you can receive mail but aren't able to send this means one thing: Your Internet provider is blocking you from using anyone's outgoing mail servers but their own. Many major ISP's are blocking outgoing emails. The reason they do this is to prevent you from using their Internet connection for spamming purposes. You will still be able to send emails, but only by using your ISP'S outgoing mail server. Every ISP's outgoing mail address is different, but for the most part they will be mail.yourispname.com For example, if you had Internet provision with Africaonline.co.ke, their outgoing mail server would look like this: mail.africaonline.co.ke. If mail.yourisp.com does not work and you are still unable to send emails, you will need to call your Internet service provider to find out what their outgoing mail server is. We also have Exim running on port 26 for this very reason. A possible work around is to change your outgoing mail to port 26.


Are you able to send emails but not receive?    
Either your domain is over quota, or your e-mail address itself is over quota. You will need to increase the amount of disk space to receive mail again.

Does your e-mail client say?      
All of our shared servers have a 60 check per hour limit. If you hit this limit in any hour you'll be locked out for the rest of the hour. You will need to click Tools > Options > General and disable where it says "check for new messages every xx minutes." If you do not want to disable it, just set it to check less often. Keep in mind the more computers you have auto checking or checking the mail, the quicker you will hit this limit.


Email Troubleshooting  
To get your mail working:

    * Make sure your user name and password is all lowercase.

    * Make sure you have created the email address in your control panel.

    * Change the user name to the full email address. Example: This e-mail address is being protected from spambots. You need JavaScript enabled to view it Still not working?

    * Change your incoming and outgoing mail servers from mail.yourdomain.com to the ip address listed in your welcome email.

     
Are you able to send emails but not receive?
Either your domain is out of disk space, or your e-mail address itself is out of disk space. You will need to increase the amount of disk space to receive mail again. Does it say "please enter your username and password for the following server" and you are sure you're using the correct information? Most of our servers have a 60 checks per hour limit. If you hit this limit in any hour you'll be locked out for the rest of the hour. you will need to click > tools > options > general > and disable where it says "check for new messages every xx minutes" If you do not want to disable it just set it to check less often. keep in mind the more computers you have auto checking or checking the mail the quicker you will hit this limit.


Why do e-mails with attachments not work?     
    1. The server is designed to block attachment types which are seen as a danger if they are not zipped up. Some attachment types that are blocked are: .bat .src .exe. The reason for this is that your mailbox would be flooded every day with viruses if this was not in place. A few attachments that are fine without zipping up are: .gif .jpg .html .pdf. Unfortunately, there is no way to turn this off so your only option is to zip your attachment.

     

    2. Another reason could be the size of the attachment if you're sending an attachment that is 10 MB or larger, it will fail due to the size. If you are sending it from webmail this limit is less than 2 MB. A better option to get around these limits would be to upload the file to your site and give out the link instead. You could even password protect so the public cannot view or access the file