| FREQUENTLY ASKED QUESTIONS |
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Customer
support and satisfaction is our top priority
at Southo.net. If you cannot find your answers
here, feel free to to contact
Southo Support using one of the options on our support page.
|
Non-emergency
support hours:
• Monday - Friday
• 6:00am - 5:00pm PST
• 30 minute response time |
Emergency
support hours:
• Round-the-clock
• 30 minute response time |
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| Choose
a topic below and click the link to view
the details. We are constantly
updating our FAQs so please check back
often.
All of our downloadable guides require Adobe Acrobat Reader to view the .pdf file.
Adobe Acrobat Reader is a free download. Click here to download it now.
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| BILLING [back
to top] |
I am not receiving email notifications from you, why?
Make sure that you are not filtering out our domain in your attempt to reduce spam by WhiteListing any email that comes from Southo.net. |
Where
do I mail my payments?
Please make checks and money orders payable to Southo.net and
mail to:
Southo.net
Attn: Billing Dept.
603 Seagaze Drive, ste. 129
Oceanside, CA 92054 |
|
Do
I need to reference a number on my payment?
Yes. Please reference
the document ID # (ie. Invoice ID #, Order ID #,
etc. |
What
is my billing due date?
Your
bill is due the
day before the
day of the month that you
originally signed up for
your services. If you are
not sure what day that
is, you can login
to your account/control
panel click on the
MY ACCOUNT tab then click
on SUPSCRIPTIONS. Select
your subscription, your
due date is the day before
your subscription START
DATE. After that it is
considered late and a late
fee may apply. Every month
you will receive a RENEWAL
ORDER via email 10 days
before your due date. For
your convenience, you will
then receive a REMINDER
notice via email 5 days
before your due date if
your payment hasn't been
received yet. If
you have a credit card
on file for auto bill pay,
you can disregard the REMINDER
notice and your card will
be debited on your due
date. |
Is
there a "grace" period?
Yes.
We offer an eight(8) day
grace period. During this
grace period, your payment
is considered late and
a late fee may apply, however
your services will not be
interrupted until your "grace" period
ends only
if your account
is not up to date. |
What
payment methods do you accept?
We
accept checks, money orders,
Visa, Mastercard and Paypal. |
Can
I pay my bills online?
Yes. Login
to your account/control panel
1) Click on the ACCOUNT tab
2) In the gray ACCOUNT STATUS box you will see your BALANCE
3) Click on the link of the amount you owe (i.e.$3.95)
and follow the steps. |
I
don't have a credit card on file, how do I add
one?
1) Login
to your account/control panel
2) Click on the ACCOUNT tab
3) In the BILLING MANAGEMENT section click in the PAYMENT
METHODS icon and follow the steps.
**NOTE: If you are replacing one credit card with another, make sure to delete the current card on file.** |
Howdo I delete the credit card on file?
1) Login
to your account/control panel
2) Click on the ACCOUNT tab
3) In the BILLING MANAGEMENT section click in the PAYMENT
METHODS.
4) Click on the name of the credit card you want to delete.
5) Click the DELETE button.
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CONTROL
PANEL/MY ACCOUNT [back
to top]
Any
time you want to add Web
Applications, emails, sub-domains,
web users, etc. to a specific
domain, you must first be
sure you have clicked on
that domain in your control
panel. If you have not selected
a domain, then you will not
see these options. |
How
do I install a Web Application?
1) Login
to your account/control panel
2) Click on the SYSTEM tab
3) Click on the domain you want to add the application
to
4) In the HOSTING section click on the APPLICATION VAULT
icon and follow the steps |
My
System tab is missing. Why?
If
your system tab is not showing,
your subscription is on hold
or expired due to non-payment. If
you are still within
your 8-day grace period
and you make a payment
online, you will get
your system tab back
immediately. You may
need to refresh your
page or logout then log
back in to see it.
**NOTE: If
your subscription has
expired, you can still
make your payment online,
but will need to contact
Southo.net billing department
for assistance in re-activating
your services. You can
either email
us, call us at (888)
395-8251 or use our LIVE
HELP instant message
program at the top of
the right column
of this site.**
|
How
do I add a subdomain?
1) Login
to your account/control panel
2) Click on the SYSTEM tab
3) Click on the domain you want to add the subdomain
to
4) In the HOSTING section click on the SUBDOMAINS icon
and follow the steps |
How
do I upgrade my services?
1) Login
to your account/control panel
2) Click on the UPGRADE CENTER tab
3)
From here you can change your hosting plan, buy
more resources, buy IP addresses, add an application
and change other options. Change other options
is where you can add daily data backup. |
| EMAIL [back
to top] |
How
do I setup an email account in Outlook Express?
1) Open Outlook and in the menu bar click on Tools then Accounts
2) Click on Mail tab then click the Add button then Mail
3) Give your new account any name you want in the Display Name field
4) Click next
5) Enter your email address (example: yourname@yourdomain.com)
6)
Click next
7) Your incoming mail server is a POP3 server. Make sure that is selected in the drop-down menu
7a) In the incoming mail server field enter the following: mail.yourdomain.com
(yourdomain.com should be replaced with your actual domain name. example: mail.southo.net) |
| 7b) The outgoing mail server you will need to retrieve from your internet service provider. (example: Cox Communications in San Diego is: smtp.west.cox.net) Your internet provider should list it somewhere in the support section of their Website or you may need to call them. |
9) Click next
10) Enter the actual name of the email account. This will be your entire email address. (example: yourname@yourdomain.com)
10a) Enter the password that you created or that was provided to you when your email account was created at Southo.net.
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| 10b)
Check the Remember Password box. |
| 10c) You may leave the Secure Password Authentication box unchecked |
11)
Click next
12) You should receive a Congratulations page telling you that you have successfully entered all of the information required to setup your account.
13)
Click finish to save your settings.
You will now see your new email account listed under the mail tab of the internet accounts window. Click close.
To test your email, create a new email and send it to yourself. This is a good way to see if your incoming and outgoung mail servers are setup correctly.
If it fails you will receive an error. Go back into your new email account settings and try again. (tools/accounts/mail tab/select account/click properties)
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Why
can't I send email?
Your
outgoing server settings
are wrong. In your email
client software (Outlook),
check the box that says
your outgoing mail server
uses the same settings
as incoming mail server.
Your incoming, POP3, and
outgoing, SMTP, server
settings should both be
set to mail.yourdomain.com
(your registered domain). |
How
do I create a new email address?
1) Login
to your account/control
panel
2) Click on the SYSTEM tab (top of the window)
3) Click on the domain you want to add an email address(bottom
of the window)
4) Click on the MAIL icon in the SERVICES section.(center
of the window) |
How
do I set up spam filtering?
1) Login
to your account/control
panel
2) Click on the SYSTEM tab (top of the window)
3) Click on the domain you want to add an email address(bottom
of the window)
4) Click on the MAIL icon in the SERVICES section.(center
of the window)
5) Click on the email address you want to add the filter
to
6) In the INFO section click the Spam Assassin link. (If
Spam Assassin shows OFF, you must turn it on by clicking
on the MAILBOX icon above and checking the ENABLE SPAM
FILTERING box, then click ok) |
| SITEBUILDER [back
to top] |
Can
I try SuiteBuilder before I sign up?
Yes. Click
here to take SiteBuilder
for a test drive. |
How do I login to my SiteBuilder site?
1.) Login
to your account/control
panel
2.) Click on the SYSTEM tab (top of the window)
3.) In the left column under SERVICES, click on the Parallels Plesk Sitebuilder link.
4.) in the main window click the Launch Parallels Plesk Sitebuilder link with the green arrow box to the left of it. |
Does
SiteBuilder have a feedback form function?
Yes. Launch
SiteBuilder from your control
panel
1) Go to the EDIT section
2) Select the page where you want the form to be located
3) Put your cursor in the page where you want the form
be
4) In the toolbar, click the FEEDBACK FORMS CONSTRUCTOR
button and follow instructions |
How
do I add and email link to by SiteBuilder site?
1)
Click the INSERT WEB LINK
button
2) Fill in the form:
URL:
mailto:your_email_address@your_domain.com
TEXT: Click here to email me (or what ever you
want the link to say)
TO PAGES IN THIS SITE: leave blank
TITLE: leave blank
TARGET: leave on none
TEXT DECORATION: underline |
3)
Before you click ok, make
sure your information is
correct
4) Click OK
5) Remember to save often
6) Click the PREVIEW WEBSITE button in the top left corner
under the SiteBuilder logo and test your link. |
I
have published my SiteBuilder site but when
I try to view it, I get the Default Plesk
index page. Why?
This is because your SiteBuilder index page is .htm and
the Default Plesk index page is .html.
You will need to go in and manually delete the index.html page
in your file manager. Follow the dierctions below.
1) Login
to your account/control panel
2) Click on the SYSTEM tab
3) Click on the domain you are working with
4) Click on the FILE MANAGER icon in the HOSTING section
5) Scroll down to find the HTTPDOCS folder (NOT the
HTTPSDOCS folder)
6) Scroll down to find the INDEX.HTML file (DO
NOT CLICK ON IT)
7) Check the box all the way to the right of that files
row. This will select the file.
8) Once the box is checked, scroll back to the top
of the page to find the REMOVE SELECTED link at the
top right. It has a big red "X" next to it.
Click it.
9) To confirm removal, check the CONFIRM REMOVAL box
and click OK |
| TECHNICAL [back
to top] |
What
are your name servers?
DNS1.SOUTHO.NET
DNS2.SOUTHO.NET
DNS3.SOUTHO.NET |
How
do I change my name servers?
1) Login
to your account/control panel
2) Click on the SYSTEM tab (top of the window)
3) Click on the DOMAINS icon in the left column under
DOMAIN MANAGEMENT
4) Click on the listed domain you want to change
5) Click on the NAME SERVER tab that appears
6) Click the EDIT button
7) Choose USE CUSTOM NAME SERVERS
8) Enter new name servers
9) Click SAVE |
How
do I edit the contact info for my domain?
At
this time you cannot edit your WhoIs info attached
to your domain name using your control panel. If
you need something changed, please send an email
to support@southo.net with
instructions on what needs editing. |
How
do I track my support tickets?
1) Login
to your account/control panel
2)
Click on the  HELP
tab at the top of the window
2) Click on the TROUBLE TICKETS icon. |
How
do I access my Stats page?
Your web statistic
page can be accessed by going to your website then
in the address bar add the following to the end
of your website address.
/webstat
(the address in the bar should look
like http://www.yourwebsite.com/webstat)
|
My
Stats page comes up NOT FOUND. Why?
Your web statistics
pages has not been activated. Follow the directions
below to activate it.
1) Login
to your account/control panel
2) Click on the SYSTEM tab (top of the window)
3) Click on the domain you want to work with
4) Click on the SETUP icon under HOSTING
5) Scroll down to WEB STATISTICS and click on the box
just to the right to select it.
6) Click OK |
How
do I secure my Stats page?
1) Login
to your account/control panel
2) Click on the SYSTEM tab (top of the window)
3) Click on the domain you want to work with
4) Click on the SETUP icon under HOSTING
5) Scroll down to WEB STATISTICS and click on the box
all the way to the right of (accessible via password
protected directory '/plesk-stat/')
6)
Click OK |
How
do I upload files to my account directory?
1) Login
to your account/control panel
2)
Click on your SYSTEM tab
3) If you have multiple domains, select the domain where you want to upload your files
4) In the HOSTING section, click on the FILE MANAGER
icon
5) Click on HTTPDOCS (not httpSdocs unless you know you are using a secure directory)
6) Click the ADD NEW FILE icon/lnk at the top of the page
7) Click on the BROWSE button to get your files from
your local computer.
8) Click OK to upload your files.
a)
If you are backing up your home/office data,
follow steps 1-5 above then do the following:
-
Click the ADD NEW DIRECTORY icon at the
top of the page.
- Give you new directory a name (NO caps, punctuation
or spaces).
- Click OK, once you click ok you will be inside
the new directory.
- Follow steps 6-8 above.
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| WEBMAIL [back
to top] |
What
is WebMail?
Webmail
is a browser based-email
client that can be accessed
from any computer via the
Internet. |
How
do I login to my WebMail account?
The
link to login to your WebMail
account is the following: http://webmail.yourdomain.com |
| WARNING [back
to top] |
I received a letter in the "snail" mail (not email) about renewing my domain name, is that from you?
If you registered your domain name directly through our website, you will receive all renewal notifications via email directly from a Southo.net email address. Any "snail" mail renewal form that you receive that doesn't have our name on in is an attempt to get you to unknowingly move your business away from Southo.net. They are legimate businesses trying to confuse those less knowlegable into just paying it. Once you do that you have authorized them to move your business away from Southo.net. |
How did this other company get my contact information?
When you register a domain, your contact/business information becomes public information available to anyone that performs a WhoIs lookup. |
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|
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