Billing & Accounts Support

Mon – Fri | 9 am – 5 pm PST

General Technical Support

Mon – Fri | 9 am – 5 pm PST

Mission Critical Issues

'Round the Clock Support 24/7/365

Frequently Asked Questions

Billing


How to I add the 3-digit CVV code to my credit card on file?

  1. Login to your Client Control Panel
  2. Click on the ACCOUNT tab
  3. Click on PAYMENT METHODS in the Billing Management section
  4. Click on the credit card you are using for RECURRING BILLING
  5. Click EDIT
  6. UNCHECK the box next to 'Code is not on card.'
  7. Enter your CVV code
  8. Click the OK button
If you have already received a payment declined or subscription expiration notice, please also do the following:
  1. Click on the ACCOUNT tab
  2. Click on BALANCE in the Billing Management section
  3. Click the MAKE PAYMENT button
  4. Verify the payment amount
  5. Click the MAKE PAYMENT button again
  6. Select the credit card you want to use
  7. Click the CONTINUE button
  8. Wait for the green message at the top that says: Your order has been accepted and scheduled for processing. Your payment method has been charged successfully.

How do I cancel/terminate my subscription?

  1. Login to your Client Control Panel
  2.  Click on the ACCOUNT tab
  3. Scroll down to SUBSCRIPTIONS and click on the SUBSCRIPTIONS button
  4. Click on the subscription you want to cancel
  5. Click the REQUEST SUBSCRIPTION TERMINATION link on the right.

NOTE: Per our User Agreement, item #3, a 30-day notice is required when canceling, so the system won’t terminate it until 30-days has passed. If your billing date comes up within' the 30-day period, you will be charged for the number of days from your bill date to the last day of the 30-day period.

How do I update my credit card expiration date?

  1. Login to your Client Control Panel
  2. In the HOME tab under the ACCOUNT section, click PAYMENT METHODS
  3. Click on the credit card you need to edit
  4. Click the EDIT button
  5. Make the change and click OK

Where do I mail my payments?

Please make checks and money orders payable to Southo.net and mail to:

South O' Internet Services
Attn: Billing Dept.
603 Seagaze Drive, ste. 129
Oceanside, CA 92054

What payment methods do you accept?

We accept checks, money orders, Visa, MasterCard, American Express, Discover, PayPal and now Bitcoin!

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 client control panel click on the 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. If your CC is rejected, you will receive notice via email and your account will be place in GRACED status until your balance is paid.

How do I add a credit card?

  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 NEW PAYMENT METHOD button
NOTE:
If your CC billing address is different than the address on your account, be sure to choose NEW BILLING ADDRESS in the Credit Card Billing Address and Phone section and add it there.

If you are replacing one credit card with another, make sure to delete the current card on file.

How do I edit the billing address on my credit card?

If your credit card billing address has changed, you can enter your new address in the ACCOUNT SETTINGS section of your Client Control Panel under the ACCOUNT tab. This will change the address that is listed on your Southo.net hosting account and the address that is affiliated with the credit card on file.

How do 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.

Do I need to reference a number on my offline payment?

Yes. Please include your account number and reference the document ID # (ie. Invoice ID #, Order ID #, etc.)

How do I pay my bill online?

  1. Login to your account/control panel
  2. On the HOME tab in the ACCOUNT section click on the OUTSTANDING  DOCUMENTS amount link
  3. Click the MAKE PAYMENT button.

My card was declined but my bank has put a hold on the funds, why?

Southo.net has high security measures in place for taking payments online. One of the measures is an Address Verification System(AVS). There is not a glitch in our system, it is how address verification works between the banks.

EXPLANATION: This verification can only be done after the transaction clears the card holder's issuing bank to verify that the funds are available. At this point the issuing bank will put a hold on the funds for capture by our processor. Once that happens, the transaction is sent to Southo.net's payment processor. Before they process(capture) the payment, they make sure that the billing address that was entered for that credit card during the checkout process matches the billing address on file at the card holder's issuing bank. If this address does not match, the transaction fails the AVS and is declined. Unfortunately, because the funds have already been authorized at the card holder's issuing bank, it take a few days before they remove the hold on the funds. It has been said that it could take up to 30 days, however we have yet to see it take that long. It depends on the issuing bank.

WARNING: If you are attempting to complete a transaction and you receive the error message that it cannot be completed, please give your issuing bank or Southo.net Customer Service a call before attempting the transaction a second time. If it is being declined due to an AVS mismatch, multiple attempts will result in your bank putting a hold on funds for each attempt.

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.

Control Panel


I just registered a domain name but I don't see it in my subscription.

If you registered a new domain name and do not yet see it in an existing subscription, you will need to manually add it to your subscription in your Client Control Panel.
  1. Log into your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop-down menu
  3. Click on the WEBSITES & DOMAINS tab
  4. Click on the ADD DOMAIN button
  5. Fill in your preferred details [ DO NOT USE CAPS OR PUNCTUATION IN YOUR DOMAIN NAME ]
  6. Click OK

How do I upgrade my services?

  1. Login to your account/control panel
  2. From the HOME tab in the STORE section, click the CHANGE HOSTING PLAN link or choose from one of the other additional service links available.
  3. From here you can change your hosting plan, buy more resources, IP addresses or SSL Certificates, register domains and change other options.

How do I install WordPress & other Web Applications?

  1. Login to your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on the APPLICATIONS tab
  4. Search for a Web App in the FEATURED APPLICATIONS or ALL AVAILABLE APPLICATIONS sections.

How do I edit my FTP login info?

  1. Login to your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on the WEBSITES & DOMAINS tab
  4. Click on the FTP ACCESS button
  5. Click on the user you need to edit
  6. Enter the new password, confirm it and click OK

How do I change my Client Control Panel password?

  1. Login to your account/control panel
  2. Click the ACCOUNT tab
  3. Click on PERSONAL PROFILE
  4. Click the EDIT button
 

How do I add a subdomain?

  1. Login to your account/control panel
  2. Click on the 'Websites & Domains' tab
  3. Scroll to the bottom of the page and click the 'Add New Subdoamin' link in the blue header.
  4. Enter your new subdomain name the in the domain drop down menu, select the domain you want to add the subdomain to.
  5. Specify the path to the directory you want your subdomain stored in.
  6. Click 'OK'

Domains


Where do I request a transfer Authorization Code?

  • Login to your account/control panel
  • Click on the ACCOUNT tab
  • Click on the ALL MY DOMAINS tab
  • Click on the domain you wish to edit
  • Click on the GENERAL INFORMATION tab
  • Click the Send Auth Code button

How do I unlock my domain?

  1. Login to your account/control panel
  2. Click on the ACCOUNT tab
  3. Click on the ALL MY DOMAINS tab
  4. Click on the domain you wish to edit
  5. Click on the GENERAL INFORMATION tab
  6. Click the Unset Lock button

I just registered a domain name but I don't see it in my subscription.

If you registered a new domain name and do not yet see it in an existing subscription, you will need to manually add it to your subscription in your Client Control Panel.
  1. Log into your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop-down menu
  3. Click on the WEBSITES & DOMAINS tab
  4. Click on the ADD DOMAIN button
  5. Fill in your preferred details [ DO NOT USE CAPS OR PUNCTUATION IN YOUR DOMAIN NAME ]
  6. Click OK

How do I edit the contact info for my domain?

  1. Login to your account/control panel
  2. Click on the ALL MY DOMAINS tab
  3. Click on the domain you wish to edit
  4. Click on the CONTACTS tab
  5. Scroll down to click EDIT and enter your new info.

How do I change my name servers?

  1. Login to your account/control panel
  2. Click on the ACCOUNT tab
  3. Click on the ALL MY DOMAINS tab
  4. Click on the domain you wish to edit
  5. Click on the NAME SERVERS tab
  6. Click the EDIT button

How do I add a record to DNS?

  1. Login to your account/control panel
  2. Click on the ALL MY DOMAINS tab
  3. Click on the domain you wish to edit
  4. Click on the DNS ZONE tab
  5. Enter your new record

Email


What are my POP3/Imap/SMTP settings?

---------(incoming mail servers)-----------

POP3 Hostnames

for Shared Hosting Plans: mail.yourdomain.com
forWordPress Security Hosting Plans: mwp1.southo.net

Additional Settings

Username: youremail@yourdmain.com
Password: The one you used when creating your email.
SSL: On
Authentication: Password
Port: 110

IMap Hostnames

for Shared Hosting Plans: mail.yourdomain.com
forWordPress Security Hosting Plans:mwp1.southo.net

Additional Settings

Username: youremail@yourdmain.com
Password: The one you used when creating your email.
SSL: On
Authentication: Password
Port: 143 or 993

NOTE: You will need to go into the ADVANCED OPTIONS and set the SMTP Authentication. It is required. Use SSL will probably default to USE, you may uncheck it (although I have found that some mail clients will auto-enable it again. If you can't get around that,  you will just get an error when you start up your mail that the SSL certificate is not valid... you can just click the detail to TRUST so it will proceed to log you in. Of course, if you happen to have an SSL certificate, this won't be an issue.

---------(outgoing mail server)-----------

SMTP Hostnames

for Shared Hosting Plans: mail.yourdomain.com
forWordPress Security Hosting Plans: mwp1.southo.net

Additional Settings

Username: youremail@yourdmain.com
Password: The one you used when creating your email.
SSL: On
Authentication: Password
Port: 587 or 465

NOTE: You will need to go into the ADVANCED OPTIONS and set the SMTP Authentication. It is required. Use SSL will probably default to USE, you may uncheck it (although I have found that some mail clients will auto-enable it again. If you can't get around that,  you will just get an error when you start up your mail that the SSL certificate is not valid... you can just click the detail to TRUST so it will proceed to log you in. Of course, if you happen to have an SSL certificate, this won't be an issue.

Why can't I send email?

Most likely your connection to the SMTP server is blocked by your ISP or your ISP's mail server is down. If you're using SMTP services provided by Southo.net you will need to set your email client to authenticate (provide username and password) if it's not already. Another reason may be that your ISP is blocking port 25. In this case set your mail client to use port 587 for SMTP. Consult your email client documentation for details on where to change these settings.

How do I retrieve or reset my email password?

If you have forgotten your email password, you cannot retrieve it as all passwords are encrypted once entered into the system for security purposes. You will need to reset it in your South O' Client Control Panel. The following steps will guide you through this simple process.
  1. Login to your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on the MAIL tab
  4. Click on the email address you need to edit
  5. In the GENERAL tab click on the To change the mailbox password, change a password of a corresponding Panel user account by following this linklink
NOTE: Remember if you are resetting your password because you are trying to login to WebMail using Horde and you also have your email setup in a local email client (ie. MS Outlook, Outlook Express, Mac Mail, a mobile phone, etc.), you will also need to enter this new password in the account settings in those email clients as well. If you do not, you will get errors trying to send/receive your mail.

How do I create a new email address?

  1. Login to your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on the MAIL tab
  4. In the blue toolbar click CREAT EMAIL ADDERSS
Note: If you are planning on setting this account to forward to another email address, be sure to UNCHECK the Mailbox option in the General tab. If you do not do this, all of the email sent to this address will be saved indefinitely on the server and it will eventually max out your allotted disk space causing unnecessary overage charges and interrupt your mail service.

Tencnical


What are your name servers?

DNS1.SOUTHO.NET
DNS2.SOUTHO.NET
DNS3.SOUTHO.NET

How do I upload files to my account directory?

  1. Login to your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on WEBSITES & DOMAINS
  4. 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.

How do I track my support tickets?

  1. Login to your account/control panel
  2. Click on the HELP & SUPPORT tab at the top of the window
  3. Click on the TROUBLE TICKETS icon.

How do I add a record to DNS?

  1. Login to your account/control panel
  2. Click on the ALL MY DOMAINS tab
  3. Click on the domain you wish to edit
  4. Click on the DNS ZONE tab
  5. Enter your new record

Webmail


Creating an Email Signature in RoundCube Webmail

  1. Log into your  Webmail (webmail.yourdomain.com)
  2. Click on the SETTINGS option in the upper right corner of the screen. This brings you to the Webmail Settings screen.
  3. Click on the IDENTITIES tab.
  4. Click on the desired identity. Clicking on the identity brings up two tabs in the right-hand panel.
  5. Click on the SIGNATURES tab. If you wish to use HTML in your signature, simply click the HTML SIGNATURE checkbox. This will cause the Signature field to change over to HTML allowing for special formatting.
  6. Enter your desired custom signature in the Signature field.
  7. Once entered, click on the SAVE button located underneath the tabs.
Adding images to your signature file
  1. Go to PREFERENCES -> COMPOSING MESSAGES. Once there you need to set COMPOSE HTML MESSAGES to ALWAYS.
  2. Go back to your IDENTITIES tab and select your desired identity.
  3. Make sure HTML SIGNATURE is checked.
  4. In your signature toolbar click on the INSERT IMAGE button.
  5. Click on the FOLDER/MAGNIFYING GLASS icon.
  6. Click the ADD IMAGE link to navigate to your image, select it
  7. Click on it again where you see it listed to the left of the add image link
  8. Click OK
  9. Click SAVE

What is WebMail?

WebMail is a browser based-email client that can be accessed from any computer via the Internet. WebMail is included with ALL of our hosting plans.

I forgot my WebMail password, how do I retrieve it?

If you have forgotten your email password, you cannot retrieve it as all passwords are encrypted once entered into the system for security purposes. You will need to reset it in your South O' Client Control Panel. The following steps will guide you through this simple process.
  1. Login to your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on the MAIL tab
  4. Click on the email address you need to edit
  5. In the GENERAL tab click on the To change the mailbox password, change a password of a corresponding Panel user account by following this linklink
NOTE: Remember if you are resetting your password because you are trying to login to WebMail using Horde and you also have your email setup in a local email client (ie. MS Outlook, Outlook Express, Mac Mail, a mobile phone, etc.), you will also need to enter this new password in the account settings in those email clients as well. If you do not, you will get errors trying to send/receive your mail.

How do I login to my WebMail account?

The link to login to your WebMail account is the following: http://webmail.yourdomain.com

Warnings


How did this other domain registrar 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.

I received a letter in the "snail" mail (not email) about renewing my domain name, is that from you?

NO. 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 South O' Internet Services. They are legitimate businesses trying to confuse those less knowledgeable into just paying it. Once you do that you have authorized them to move your business away from South O' Internet Services.

Webstats


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. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on WEBSITES & DOMAINS
  4. Scroll down and click on the domain you want to edit
  5. Scroll down to WEB STATISTICS and click on the drop down menu to select the type of WebStats you want to use.
  6. You may also password protect your page here if you want by checking the box all the way to the right
  7. Click OK

How do I secure my Stats page?

  1. Login to your account/control panel
  2. In the upper right corner, select your subscription from the SUBSCRIPTION drop down menu
  3. Click on the WEBSITES & DOMAINS tab
  4. Scroll to the bottom and click on the domain you want to secure the stats for
  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 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)

WordPress


How do I install WordPress?

Auto Installation to HTTPS
  1. Login to your control panel
  2. Click on the WEBSITES & DOMAINS tab
  3. Click on the INSTALL button next to the WordPress logo This will completely auto install WordPress for you on HTTPSIf you want it installed on HTTP only, you must use the custom installation option. 
Custom Installation (option to install on HTTP)
  1. Login to your control panel
  2. Click on the WEBSITES & DOMAINS tab
  3. In the right column, click on the WORDPRESS link
  4. In the INSTALLATIONS tab, click on the INSTALL button to drop down the menu
  5. Click on INSTALL (Custom)
  6. Configure all of your custom settings and then click the BLUE INSTALL BUTTON at the bottom of the page.

How do I update my WP Installation?

There are a few ways to do this, but the easiest way would be to:
  1. Login to your Client Control Panel
  2.  Click on the WEBSITES & DOMAINS tab
  3. Click on the domain you want to update
  4. Look for the list of updates available marked with the yellow exclamation point
To update all installations of WP at once:
  1. Login to your Client Control Panel
  2.  Click on the WEBSITES & DOMAINS tab
  3. In the far right column, click on the WORDPRESS link to view a list of all of your WP installations
  4. Check all of the installations you want to update
  5. Click the UPDATE button at the top of the list

How do I update my WP themes & plugins

There are a few ways to do this, but the easiest way would be to:
  1. Login to your Client Control Panel
  2.  Click on the WEBSITES & DOMAINS tab
  3. Click on the domain you want to update
  4. Look for the list of updates available marked with the yellow exclamation point

To update plugins & themes on all installations of WP at once
  1. Login to your Client Control Panel
  2.  Click on the WEBSITES & DOMAINS tab
  3. In the far right column, click on the WORDPRESS link to view a list of all of your WP installations
  4. Check all of the installations you want to update
  5. Click the UPDATE button at the top of the list

How do I secure my WP sites?

  1. Login to your Client Control Panel
  2.  Click on the WEBSITES & DOMAINS tab
  3. Click on the domain you want to secure
  4. Click on the CHECK SECURITY BUTTON
  5. Check all the items you want to secure (I recommend everything available)
  6. Click the SECURE button at the bottom
  7. Click the CLOSE button at the bottom
To secure all installations of WP at once
  1. Login to your Client Control Panel
  2.  Click on the WEBSITES & DOMAINS tab
  3. In the far right column, click on the WORDPRESS link to view a list of all of your WP installations
  4. Check all of the installation you want to secure
  5. Click the CHECK SECURITY button at the top of the list

How do I remove a WP installation?

  1. Login to your Client Control Panel
  2.  Click on the WEBSITES & DOMAINS tab
  3. In the far right column, click on the WORDPRESS link to view a list of all of your WP installations
  4. Click on the link to the installation you want to remove
  5. Click the REMOVE button at the top