Troubleshooting Support - VentraIP

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In the most simple way possible, a domain name can be described as an address on the internet. Every website on the internet has an IP address which is a unique number identifier, but with so many of these numbers in existence and seemingly random, it's much easier to remember a domain name.

A domain name turns an IP address (such as 198.51.100.1) into <em>yourwebsitegoeshere.com</em>, making it easier for you and your clients to reach your website. It also allows you to have your own personalised yourname@example.com email address.

Looking for information on web hosting? Check out our article for that <a href="/support-centre/what-is-web-hosting-or-cpanel-hosting/">here</a>.

What is a domain name?

The criteria for registering a .AU domain name vary based on the specific domain name extension you're trying to register and whether you're registering it on behalf of an individual, business, or some organisation.

Below you'll find a summary<a href="https://ventraip.com.au/domain-names/extensions/com-au/">.AU domain name</a> extensions and some of the most common eligibility information required upon registration. Please note that this is not an exhaustive list and may be missing some niche information—complete <a href="https://www.auda.org.au/policies/index-of-published-policies/2012/2012-04/">eligibility requirements</a> of all.AU domain names can be found.
<h4>.COM.AU &amp; .NET.AU</h4>
As .NET.AU and .COM.AU <a href="https://ventraip.com.au/domain-names/register/">domain names</a> are intended for commercial use by Australian businesses, the most common methods of proving eligibility are by providing an ABN or ACN; as most Australian businesses require one to operate.

An ABN refers to an Australian Business Number, which identifies your business by 11 numbers. An ACN refers to an Australian Company Number, which determines your business by eight digits. In this case, either of those legal identifiers can be used to register a .com.au domain name.

If you don't currently have an ABN, you're able to register for one by visiting the Australian Taxation Office (ATO) website and apply for one <a href="https://abr.gov.au/For-Business,-Super-funds---Charities/Applying-for-an-ABN/">here.</a>

The list of ABN's accepted for the following companies are listed below:
<ul style="list-style-type: disc">
 <li>Sole Trader</li>
 <li>Partnership</li>
 <li>Not-for-profit organisations (including Religious/Church groups)</li>
 <li>Any Australian Public or Private Company (Can either be Limited by Guarantee or Limited by Shares)</li>
</ul>
Alternatively, you can provide a registered trademark that exactly matches the domain, incorporated association ID, or any registered State business number.
<h4>.ASN.AU</h4>
.asn.au domain names have relatively strict eligibility requirements as they are intended for not-for-profit, charity, and government organisations.

The most common entity types eligible to register these domain names are:
<ul style="list-style-type: disc">
 <li>Not-for-profit organisations registered with the Australian Charities and Not-For-Profits Commission (ACNC)</li>
 <li>Club/Sporting/Special Interest Groups</li>
 <li>Religious/Church Groups</li>
 <li>Incorporated Associations in any State</li>
 <li>Political Party Groups registered with the Australian Electoral Commission</li>
 <li>Trade Unions registered with the Fair Work Act of 2009</li>
</ul>
Standard eligibility information we require for .asn.au domain names are:
<ul>
 <li>An active ABN/ACN for a not-for-profit or charity organisation.</li>
 <li>Incorporated association number for a not-for-profit/charity organisation</li>
 <li>An active ABN/ACN for an unincorporated entity.</li>
</ul>
Private companies are <strong>NOT </strong>eligible for this extension, as share/stakeholders and not guarantors limit them.
<h4>.ORG.AU</h4>
.org.au domains have the strictest requirements of all publicly available .au based domain names. To ensure a .org.au is representing a registered not for profit organisation, they will need to fit into the below entity types
<ul>
 <li>an Incorporated Association under State or Territory legislation;</li>
 <li>a Company limited by guarantee under the Corporations Act 2001(Cth)</li>
 <li>a Non-distributing cooperative registered under State or Territory legislation;</li>
 <li>an Indigenous Corporation reported under the Corporations (Aboriginal and Torres Strait Islander) Act 2006(Cth) and which appears on the Register of Aboriginal and Torres Strait Islander Corporations;</li>
 <li>a Registered Organisation that is:</li>
</ul>
(a) an association of employers;

(b) an association of employees (union); or

(c) an enterprise association;
<ul>
 <li>registered under the Fair Work (Registered Organisations) Act 2009(Cth) and which appears on the Register of Organisations;</li>
 <li>a Charitable trust endorsed by the Australian Taxation Office as a Deductible Gift Recipient;</li>
 <li>a Non-trading cooperative under State or Territory legislation;</li>
 <li>a Public or Private Ancillary Fund endorsed by the Australian Taxation Office as a Deductible Gift Recipient;</li>
 <li>an unincorporated association that appears on the Register of Charities established under the Australian Charities and Not for Profit Commission Act 2012(Cth);</li>
 <li>a Political Party registered under the Commonwealth Electoral Act 1918(Cth) or State or Territory Electoral Act and which appears on the Register of Political Parties or as otherwise named; or</li>
 <li>Government, being either the Crown or a Commonwealth, State or Territory statutory agency.</li>
</ul>
Private companies are <strong>NOT </strong>eligible for this extension, as share/stakeholders and not guarantors limit them.

Please note, .org.au domains are manually reviewed and registered by our team, this can take 1-6 hours.
<h4>.ID.AU</h4>
.id.au domain names are intended for personal use by Australian residents, and as such, you'll find the requirements are significantly less restrictive.

The following eligibility requirements for .id.au domain names are listed below:
<ul style="list-style-type: disc">
 <li>You must be an Australian resident/citizen</li>
 <li>The domain name must exactly match your name (first, last or both)</li>
</ul>
.id.au domain names <strong>CANNOT </strong>be registered for commercial use, as they are a domain intended for personal use.

Please note, .id.au domains are manually reviewed and registered by our team, this can take 1-6 hours.
<h4>More Information</h4>
Suppose you're unsure about any of the eligibility requirements when registering a domain name. In that case, we recommend speaking with a member of our <a href="https://ventraip.com.au/contact-us/">sales team</a> who can answer any questions you may have and assist you with writing your perfect domain name.

To view the full criteria for .au domain eligibility, please take the time to review auDA's documentation by clicking <a href="https://www.auda.org.au/policies/index-of-published-policies/2012/2012-04/">here</a>.

Eligibility criteria for registering .AU domain names

<span style="font-weight: 400;">VentraIP now supports Premium Domain Names. Premium domain names are those that the registry deems of a higher value. Traditionally, these domain names are brandable keywords, short in length, and/or dictionary words which is why you’ll usually find them valued at a higher cost than standard domain names.</span>

<span style="font-weight: 400;">If you think the domain name you’re going to register is a premium domain name, we’ll be sure to let you know before purchasing. Look out for a purple “Premium” banner located on the domain name.</span>

Premium domain names explained

support-domains

Select Hosting is the latest iteration of our web hosting range, all of our new <a href="https://ventraip.com.au/web-hosting/business-hosting/">business</a>, <a href="https://ventraip.com.au/web-hosting/custom-cpanel-hosting/">custom</a> and <a href="https://ventraip.com.au/web-hosting/wordpress-hosting/">WordPress hosting</a> packages are based on our Select Hosting platform. Select Hosting allows you to <a href="/support-centre/adjusting-resource-limits-on-your-select-hosting-plan/">upgrade and downgrade</a> Disk Space, CPU and Memory independent of each other, as well as allowing the optional purchase of the <a href="/support-centre/everything-about-cpanel-wordpress-toolkit/">WordPress Toolkit</a>.
<h3>What are the advantages of Select Hosting?</h3>
One big advantage of Select Hosting, is to customize your Disk Space, CPU and Memory limits to meet your specific needs. Our new hosting range also offers the latest and greatest hardware, meaning you'll be getting the great performance that is a cut above our previous web hosting platforms.
<h3>How do I know if I have Select web hosting?</h3>
The easiest way to determine whether or not you have a Select Hosting package, is to login to <a href="https://vip.ventraip.com.au/">VIPcontrol</a> and have a look under My Services &gt; cPanel Hosting.

<img class="aligncenter wp-image-20173 size-large" src="https://ventraip.com.au/wp-content/uploads/2021/04/vipcontrol_select_hosting_example.png" alt="VIPControl Select Hosting example" width="1024" height="327" />

Here, you will see the package name/type under <strong>PRIMARY DOMAIN / PLAN</strong>. If you see something other than Select Hosting, this means you are on a legacy package that would've been a part of our previous web hosting range.
<h3>How do I upgrade to Select Hosting?</h3>
If you want to upgrade to Select Hosting, please <a href="/support-centre/what-is-an-eticket-and-how-do-i-lodge-one-through-vipcontrol/">submit a ticket</a> to our Accounts &amp; Billing team. Please ensure that you specify which package you want to move to, whether that be <a href="https://ventraip.com.au/web-hosting/business-hosting/">business</a>, <a href="https://ventraip.com.au/web-hosting/custom-cpanel-hosting/">custom</a> and <a href="https://ventraip.com.au/web-hosting/wordpress-hosting/">WordPress hosting</a>.

What is "Select" hosting?

<h3>Upgrade Select Hosting Service</h3>
Our Select Hosting plans allow you to specify the exact Disk Space, CPU and Memory limits you want when upgrading or downgrading the service.

Changes to your plan can be done at any time and you do not need to wait until the end of your billing period.
<h3>Adding or removing resources</h3>
<ol>
 	<li style="list-style-type: none;">
<ol>
 	<li><a href="https://vip.ventraip.com.au/">Log in to VIPcontrol</a>.</li>
 	<li>Click on <strong>My Services</strong> at the top of the page.</li>
 	<li>Click on <strong>cPanel Hosting</strong>.</li>
 	<li>Click <strong>Manage</strong> next to the service you want to change the resource limits for.</li>
 	<li class="WPT7ge">Click on <strong>Upgrade/Downgrade</strong> under <strong>Account</strong>.</li>
 	<li class="WPT7ge">Click on <strong>Upgrade/Downgrade</strong>.</li>
 	<li>Sliders for <strong>Disk Space</strong>, <strong>CPU</strong> <strong>Cores</strong> and <strong>Memory</strong> will appear. You can adjust them to whatever you like.</li>
 	<li>Click <strong>Continue to Price Breakdown.
<img class="alignnone wp-image-15512" src="https://ventraip.com.au/wp-content/uploads/2022/07/upgrade-downgrade.jpg" alt="" width="622" height="743" />
</strong></li>
 	<li>Review the price breakdown carefully. If everything looks good, check the acknowledgement and click <strong>Generate Invoice</strong> to proceed.</li>
</ol>
</li>
</ol>
<img class="alignnone size-full wp-image-15513" src="https://ventraip.com.au/wp-content/uploads/2022/07/upgrade-downgrade-2.jpg" alt="" width="500" height="569" /><img class="alignnone size-full wp-image-15514" src="https://ventraip.com.au/wp-content/uploads/2022/07/upgrade-downgrade-3.jpg" alt="" width="500" height="569" />
<h3>What happens next?</h3>
Your new resource limits will be applied instantly.

After confirming your new plan configuration, our system will calculate the difference between what you’ve spent on your old plan, and compare it to the cost of your new plan. The difference will either be charged to you via an invoice (where the new plan has a higher cost) or returned to you as an account credit (where the new plan costs less).
<h3>Upgrade Legacy Service</h3>
You can upgrade your legacy web hosting plan to the new Select Hosting system at any time if you find yourself hitting the limits of your current plan.
<ol>
 	<li><a href="https://vip.ventraip.com.au/">Login to VIPcontrol</a></li>
 	<li>Click on <strong>My Services </strong>on the top <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span> select <strong>Hosting</strong>.</li>
 	<li>Click on the <strong>Manage</strong> button on the right for the service you wish to upgrade.</li>
 	<li>On the left side under <strong>Account </strong>choose the<strong> Upgrade Plan </strong>option.
If this is not available to you, please contact our Accounts and Billing team to have this manually processed.</li>
 	<li>Select <strong>View Plans </strong>to find the available upgrade options.</li>
 	<li>Click <strong>Upgrade</strong> on the plan and billing cycle that you wish to continue with <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span><strong> Confirm Upgrade</strong> to finalise the process.</li>
 	<li>Your service will then be upgraded and an invoice will be generated for the difference (if applicable).</li>
</ol>
You may be eligible for a pro-rata refund on any prepaid amount, however, you will lose any coupon discount used on your initial order. These will be managed in line with our terms and conditions as posted on our website.
<p style="text-align: center;"></p>

Upgrading your web hosting plan

<h3>What is a browser cache?</h3>
Each time you visit a website, your web browser will cache some of the data (that is, it stores it) to allow for quicker loading in future, so it doesn't have to download the duplicate files all over again.

Sometimes this can cause issues where you're making changes to <a href="https://ventraip.com.au/web-hosting/wordpress-hosting/">your website</a>. Still, your browser might not necessarily refresh that data straight away, so you may need to periodically clear your browser's cache to get a 'fresh' copy.
<h3>How to clear your cache</h3>
When following the steps below, your browser may also offer options to clear stored passwords, etc. This is <u>unnecessary</u> for cache clears and may cause you some grief, so those options are best left unchecked.
<h4>Chrome</h4>
<ol>
 <li>In the browser bar, enter the following and hit <strong>Enter</strong>:
<code>chrome://settings/clearBrowserData</code></li>
 <li>Select the items you want to clear (e.g. <strong>Empty the cache</strong> and <strong>Delete cookies and other site and plug-in data</strong>).
<ul>
 <li>You have the option to clear your cache for a specific period; to clear your entire cache, select the beginning of time.</li>
</ul>
</li>
 <li>Click <strong>Clear browsing data</strong> to confirm.</li>
</ol>
<h4>Safari</h4>
<ol>
 <li>From the top Safari menu, select <strong>Preferences.</strong></li>
 <li>Click the <strong>Privacy</strong> tab, then <strong>Remove All Website Data.
</strong>This will clear your cookies.</li>
 <li>Then, click the <strong>Advanced</strong> tab and tick the <strong>Show Develop menu in the menu bar</strong>.</li>
 <li>Lastly, click the <strong>Develop</strong> option in the top menu, then <strong>Empty Caches</strong>.</li>
</ol>
<h4>Firefox 3.5 (these steps are for Windows, it may vary in Mac and Linux releases)</h4>
<ol>
 <li>From the <strong>Tools</strong> menu, select <strong>Clear Recent History</strong>.</li>
 <li>From the <strong>Time</strong> range to clear: drop-down menu, select the desired range; select Everything to clear your entire cache.</li>
 <li>Click the down arrow next to <strong>Details</strong> to choose what history elements to clear (e.g., check Cookies to remove cookies).</li>
 <li>Click <strong>Clear Now</strong>.</li>
</ol>
<h4>Edge</h4>
<ol>
 <li>In the browser bar, enter the following and hit <strong>Enter</strong>:
<code>edge://settings/clearBrowserData</code></li>
 <li>Select the items you want to clear (e.g. <strong>Cached images and files</strong> and <strong>Delete cookies and other site data</strong>).
<ul>
 <li>You have the option to clear your cache for a specific time. To remove your entire cache, select the beginning of time.</li>
</ul>
</li>
 <li>Click <strong>Clear Now</strong> to confirm.</li>
</ol>
<h4>Internet Explorer 8 and above</h4>
<ol>
 <li>From the <strong>Safety</strong> menu in the upper right, click <strong>Delete Browsing History</strong>.</li>
 <li>Deselect Preserve Favorites website data, and select Temporary Internet Files and Cookies.</li>
 <li>Click <strong>Delete</strong>.</li>
</ol>
<h4>Internet Explorer 7</h4>
<ol>
 <li>From the <strong>Tools</strong> menu in the upper right, select <strong>Internet Options</strong>.</li>
 <li>Under <strong>Browsing history</strong>, click <strong>Delete</strong>.</li>
 <li>To delete your cache, click <strong>Delete files</strong>.</li>
 <li>To delete your cookies, click <strong>Delete Cookies</strong>.</li>
 <li>Click <strong>Close</strong>, and then click <strong>OK</strong> to exit.</li>
</ol>

How do I clear my browser cache?

support-hosting-business

<h3>Setting up your account for the first time.</h3>
<ol>
 	<li style="list-style-type: none;">
<ol>
 	<li> Navigate to <strong>File <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span> Add Account</strong> (Windows) or <strong>Outlook <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span> Preferences <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span> Account <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span> (+) New Account</strong> (Mac).<img class="size-full wp-image-15606 aligncenter" src="https://ventraip.com.au/wp-content/uploads/2020/05/outlook-365-2.png" alt="" width="531" height="217" /></li>
 	<li>On the following screen, click <strong>Advanced options</strong>, <strong>set up my account manually</strong>, and select <strong>Connect</strong>.<img class="aligncenter wp-image-15604 size-full" src="https://ventraip.com.au/wp-content/uploads/2020/05/outlook-365-e1614570129774.png" alt="" width="489" height="154" /></li>
 	<li>Select <strong>IMAP</strong> as your protocol (<a href="https://ventraip.com.au/support-centre/differences-between-imap-and-pop/">read more</a> about why you should choose this!).</li>
 	<li>Enter the recommended server settings for your mail account and click <strong>Next</strong>.
<ol style="list-style-type: lower-alpha;">
 	<li><strong>Incoming mail Server:</strong> <a href="/support-centre/what-is-my-email-server-imap-smtp-and-pop/">locate your email server here.</a></li>
 	<li><strong>Port:</strong> 993</li>
 	<li><strong>Encryption method:</strong> SSL/TLS</li>
 	<li><strong>Outgoing Mail Server:</strong> this should be the same as your Incoming mail server.</li>
 	<li><strong>Port:</strong> 465</li>
 	<li><strong>Encryption method:</strong> SSL/TLS<strong>     </strong></li>
</ol>
</li>
 	<li>Enter your password for this email account and then click <strong>Connect on the next page</strong>.
The app might take some time to validate your credentials.<strong>     </strong></li>
</ol>
</li>
</ol>
That's everything! You can now send and receive mail through Outlook (Microsoft 365).
<h3>Updating your Account Settings in Outlook</h3>
If you are changing what service your email is hosted on, you will likely need to check on the settings you're connected with. Here's how to do that!
<ol>
 	<li>Navigate to File <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span> Account Settings <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→</span> <strong>Server Settings</strong>.
<img class="alignnone wp-image-15607" src="https://ventraip.com.au/wp-content/uploads/2020/05/outlook-365-3.png" alt="" width="504" height="417" /></li>
 	<li>Ensure that the <strong>Incoming Mail</strong> and <strong>Outgoing Mail</strong> settings are up-to-date per the recommendations above in <em>Setting up for the first time</em>. If your service has been migrated, you can find your server settings in the welcome email for that service. Alternatively, here's how to <a href="https://ventraip.com.au/support-centre/retrieving-email-setup-information-for-a-cpanel-hosting-service/">retrieve server settings from cPanel</a>.</li>
</ol>
<h3><img class="size-medium wp-image-19870 aligncenter" src="https://ventraip.com.au/wp-content/uploads/2021/02/Hands-Phone.png" alt="" width="280" height="300" /></h3>
<h3 style="text-align: center;">Still, having issues getting set up?</h3>
<p style="text-align: center;">Our support on issues using this software is limited - however, we want to help where we can!
Please <a href="https://vip.ventraip.com.au/support/tickets/submit/technical-support">submit an eTicket</a> and attach some screenshots of your settings for our team to review.
Beyond this, please consult the internet or look into the vendor's knowledge base.</p>
<p style="text-align: center;"><a href="https://support.microsoft.com/en-us/office"> Click here for Microsoft Office Support.</a></p>

Outlook 365 email software setup

Looking to update your mail settings? Find that guide <a href="/support-centre/updating-your-email-settings-on-an-iphone/">here</a>.
<h3>Setting up your account for the first time</h3>
<ol>
 	<li>Open the <strong>Settings</strong> app and go to <strong>Mail</strong>.</li>
 	<li>Then, go to <strong>Accounts </strong>and click <strong>Add account</strong>.</li>
 	<li>Click <strong>Other</strong> on the Add Account page.</li>
 	<li>Select <strong>Add Mail Account</strong> under the Mail heading.</li>
 	<li>Enter the following:
<ol style="list-style-type: lower-alpha;">
 	<li><strong>Name:</strong> the name you wish to send from.</li>
 	<li><strong>Email:</strong> your full email address.</li>
 	<li><strong>Password:</strong> the password for this account.</li>
</ol>
</li>
 	<li>Click <strong>Next</strong> to proceed.</li>
 	<li>Enter in the incoming and outgoing server details as follows.
<em>Note: The ‘optional’ Outgoing Mail Server details are <b>mandatory </b>for your VentraIP services!</em>
<ol style="list-style-type: lower-alpha;">
 	<li><strong>Incoming Host Name: </strong><a href="/support-centre/what-is-my-email-server-imap-smtp-and-pop/">locate your email server here.</a></li>
 	<li><strong>Username: </strong>your full email address needs to go here.</li>
 	<li><strong>Password: </strong>the password for your email account</li>
 	<li><strong>Outgoing Host Name: </strong>this should be identical to the Incoming Host Name.</li>
 	<li><strong>Username: </strong>your full email address again, as above.</li>
 	<li><strong>Password: </strong>your password again, as above.</li>
</ol>
</li>
 	<li>Here's a screenshot of what this page could look like (using the VentraIP dedicated email server).</li>
</ol>
<img class="alignnone wp-image-19869 size-full" src="https://ventraip.com.au/wp-content/uploads/2016/07/ios-mail-setup.png" alt="" width="544" height="961" />

While you should now be able to send and receive emails, you may also need to ensure your mail account is using an SSL connection.

Once the account has been added successfully, follow the steps <a href="/support-centre/connecting-securely-tls-to-an-email-account-using-ios-mail/">in this guide</a> to enable SSL on your incoming and outgoing mail servers.

Voila! You should now be ready to go! Head to the Mail App on your iDevice and start sending/receiving!

<a href="https://ventraip.com.au/wp-content/uploads/2016/07/faq-mail-os-setup7.jpg"><img class="alignnone size-full wp-image-2178" src="https://ventraip.com.au/wp-content/uploads/2016/07/faq-mail-os-setup7.jpg" alt="faq-mail-os-setup7" width="850" height="259" /></a>
<h3><img class="size-medium wp-image-19870 aligncenter" src="https://ventraip.com.au/wp-content/uploads/2021/02/Hands-Phone.png" alt="" width="280" height="300" /></h3>
<h3 style="text-align: center;">Still having issues getting set up?</h3>
<p style="text-align: center;">Our support on issues using this software is limited - however, we want to help where we can!
Please <a href="https://vip.ventraip.com.au/support/tickets/submit/technical-support">submit an eTicket</a> and attach some screenshots of your settings for our team to review.
Beyond this, please consult the internet or look into the vendor's knowledge base.</p>
<p style="text-align: center;"><a href="https://support.apple.com/en-au/HT201419">Click here for the Apple Support page.</a></p>

Mail app setup for iOS (iPhone + iPad)

Looking to update your account settings instead? Find our guide for that <a href="/support-centre/updating-your-email-settings-in-gmail-webmail-version/">here</a>.
<h3>Setting up your account for the first time</h3>
<ol>
 	<li>Navigate to <strong>Settings</strong> in your Gmail account.<img class="alignnone size-large wp-image-15600" src="https://ventraip.com.au/wp-content/uploads/2020/05/screencapture-mail-google-mail-u-2-2020-05-28-23_28_47.png" alt="" width="1024" height="124" /></li>
 	<li>From here, navigate to the <strong>Accounts and Import</strong> tab.</li>
 	<li>Then, navigate to Check mail from other accounts, and click Add an email account. This will open a yellow pop-up window.</li>
 	<li>Enter your hosted email address and then click <strong>Next</strong>.</li>
 	<li>On the next page, there should only be one option available - <em>"Gmailify is not available for this provider. Import emails from my other account (POP3)"</em>
Leave this selected and click <strong>Next</strong>.</li>
 	<li>On this page, you will need to enter the following recommended settings, based on what mail service you have, and then click <strong>Add Account</strong>.
<img class="alignnone wp-image-15601 size-full" src="https://ventraip.com.au/wp-content/uploads/2020/05/screencapture-mail-google-mail-u-2-2020-05-28-23_28_47-1-e1590674036187.png" alt="" width="548" height="324" />
<ol style="list-style-type: lower-alpha">
 	<li><strong>Username:</strong> this needs to be your full email address.</li>
 	<li><strong>Password:</strong> the password you have created for this email account.</li>
 	<li><strong>POP Server:</strong> <a href="/support-centre/what-is-my-email-server-imap-smtp-and-pop/">locate your email server here.</a></li>
 	<li><strong>Port:</strong> 995</li>
 	<li><strong>Leave a copy of the retrieved message on the server:</strong> This is optional; if you're unsure of what to choose, then <em>tick</em> this option.
<strong>Always use a secure connection (SSL) when retrieving mail:</strong> Ticked.</li>
</ol>
</li>
 	<li>Gmail will ask if you would like to send emails from this account as well - if you select "Yes" to this, here's what you need to add on the next page.
If you're unsure of what you would prefer, we recommend unchecking <strong>Treat as an alias</strong>. Click <strong>Next Step</strong>.</li>
 	<li>On the next page, you want the <strong>SMTP Server</strong> to be the same as the <em>POP Server</em> from Step 5, and the <strong>Username</strong> and <strong>Password</strong> should be the same as well. Select <strong>Port 465</strong> and choose <strong>Secured connection, using SSL</strong>. Then, click <strong>Add Account</strong>.<img class="alignnone size-full wp-image-15603" src="https://ventraip.com.au/wp-content/uploads/2020/05/screencapture-mail-google-mail-u-2-2020-05-28-23_28_47-3.png" alt="" width="549" height="273" /></li>
 	<li>If the next page is titled <strong>Confirm verification and add your email address</strong>, you will need to click a link in a verification email sent to you by Google. If you cannot see this yet, you can log in to your account's Webmail through your hosting service <a href="/support-centre/accessing-webmail-cpanel-hosting-service/">Here's how to find that for cPanel hosting services</a>. You're all set up and ready to go!</li>
</ol>
<h3><img class="size-medium wp-image-19870 aligncenter" src="https://ventraip.com.au/wp-content/uploads/2021/02/Hands-Phone.png" alt="" width="280" height="300" /></h3>
<h3 style="text-align: center">Still having issues getting set up?</h3>
<p style="text-align: center">Our support on issues using this software is limited – however, we want to help where we can!
Please <a href="https://vip.ventraip.com.au/support/tickets/submit">submit an eTicket</a> and attach some screenshots of your settings for our team to review.
Beyond this, please consult the internet or look into the vendor’s knowledge base.</p>
<p style="text-align: center">We’d recommend taking a look at the <a href="https://support.google.com/mail/answer/21289?hl=en-GB&amp;authuser=2">official Google support page</a> on this process as well.</p>

Gmail (webmail) email setup

support-email

<h3>Step One: Domain validation and creating the Super Admin</h3>
After ordering Google Workspace, you will need to complete the domain validation process.
<ol>
 	<li><a href="https://vip.ventraip.com.au/">Log in to VIPcontrol</a>.</li>
 	<li>Click on <strong>My Services</strong> at the top of the page.</li>
 	<li>Click on <strong>Google Workspace</strong>.</li>
 	<li>Click <strong>Setup</strong>.</li>
</ol>
Follow the prompts to validate your domain ownership, and enter the desired credentials for your Super Admin user. Should you get stuck on this process, check out our <a href="/support-centre/completing-google-workspace-domain-validation/">in-depth guide</a> for completing this step.

If your domain name has been used with Google services in the past, you will need to transfer your Google services to us instead. Please <a href="/support-centre/transferring-an-existing-google-workspace-service-to-ventraip-australia/">read this guide</a> instead.
<div class="panel conf-macro output-block" data-hasbody="true" data-macro-name="panel">
<div class="panelContent">
<h3>Step Two: Add the necessary DNS records to your domain name</h3>
</div>
</div>
<div class="panel conf-macro output-block" data-hasbody="true" data-macro-name="panel">
<div class="panelContent">

These records will be emailed to you after ordering your Google Workspace.

See these records again, as well as where to enter them, in <a href="/support-centre/setting-up-google-workspace-mx-records/">our guide for Google Workspace DNS records</a>.

</div>
</div>
<h3 id="CustomersetupofGSuite(GettingStarted)-GetStartedGetStarted!">Step Three: Creating additional user accounts</h3>
<div class="panel conf-macro output-block" data-hasbody="true" data-macro-name="panel">
<div class="panelContent">

Where more than one seat has been purchased, you can <a href="/support-centre/creating-new-google-workspace-users/">create new users inside VIPcontrol</a>.
<h3>Step Four: Migrating your existing emails to Google Workspace</h3>
This is an optional step - Google has a Data Migration tool available to copy any existing emails you wish to bring over to your email accounts.

Check out <a href="/support-centre/using-the-google-workspace-data-migration-tool-for-emails/">our guide for that here</a>.

</div>
</div>
<h3 id="CustomersetupofGSuite(GettingStarted)-Support">Where to find support</h3>
In terms of support options for any issues you run into with their service or using the G Suite platform after setup. This includes troubleshooting articles, known issues, customer discussion forums, and more.
<div class="panel conf-macro output-block" data-hasbody="true" data-macro-name="panel">
<div class="panelContent">
<ul>
 	<li><a class="external-link" href="https://support.google.com/a#topic=7570177" rel="external">Google Help Center</a></li>
 	<li><a class="external-link" href="https://support.google.com/a/community/?hl=en&amp;gpf=%23!forum%2Fapps" rel="external">Google Forums</a></li>
</ul>
There is also live chat, This can be <a class="external-link" href="https://support.google.com/a/answer/1047213?hl=en&amp;ref_topic=7067151" rel="external">found here</a> when logged in as an admin.

When logged in you will also have options for Email Support and Phone Support. The details of these are hidden until logged in as the administrator for the domain though.

You can send your users to "<a class="external-link" href="http://learn.googleapps.com/" rel="external">learn.googleapps.com</a>" so they can have some guidance on using the platform.

</div>
Our support team at VentraIP are also here to help you perform certain actions on your services. Generally, we can assist or point you in the right direction with anything you may be doing on your administrator account. Feel free to submit a support eTicket with an explanation on what you may be doing and any errors/issues you encounter and we'll do our best to help out or point you in the right direction at the very least.

</div>

Getting Started with Google Workspace

In terms of support for any issues you run into with your service or using the Google Workspace platform after setup you can either consult the resources offered by Google (includes troubleshooting articles, known issues, customer discussion forums, and more).
<div class="panel conf-macro output-block" data-hasbody="true" data-macro-name="panel">
<div class="panelContent">

These can be accessed here:
<ul>
 <li><a class="external-link" href="https://support.google.com/a#topic=7570177" rel="nofollow">Google Help Center</a></li>
 <li><a class="external-link" href="https://support.google.com/a/community/?hl=en&amp;gpf=%23!forum%2Fapps" rel="nofollow">Google Forums</a></li>
</ul>
There is also live chat, This can be <a class="external-link" href="https://support.google.com/a/answer/1047213?hl=en&amp;ref_topic=7067151" rel="nofollow">found here</a> when logged in as an admin.

When logged in you will also have options for Email Support and Phone Support. The details of these are hidden until logged in as the administrator for the domain though.

</div>
Our support team at VentraIP are also here to help you perform actions on your services. Generally, we can assist or point you in the right direction with anything you may be doing on your administrator account.

Feel free to submit a support eTicket with an explanation on what you may be doing and any errors/issues you encounter and we'll do our best to help out or point you in the right direction at the very least.

</div>

Google Workspace support resources

<h3>Before Proceeding</h3>
Before transferring your existing Google Workspace account to us, please purchase the appropriate number of Google Workspace seats <a href="https://ventraip.com.au/google-workspace/">via our website first</a>.
<h3>Scenarios in which we cannot complete the transfer</h3>
<ul>
 	<li>If you're locked into a 12-month contract with Google, we won't be able to complete the transfer.</li>
 	<li>You must purchase the package on our website that matches your existing package.
<ul>
 	<li>For example, if you have purchased Google Workspace Business Starter via our website but have a Google Workspace Business Standard account, You will need to change it to a Google Workspace Business Starter before we complete the transfer.</li>
</ul>
</li>
</ul>
<h3>Requesting a transfer</h3>
If you have ordered a Google Workspace service with VentraIP and already have Google Workspace set up for that domain with Google or a different reseller, you are not required to go through the traditional setup process. We will instead be able to transfer your existing setup over to us with no downtime involved.

To transfer the management of your existing Google Workspace setup, you will need to follow the steps below:
<ol>
 	<li>Go to the <a href="https://support.google.com/a/answer/7643791?hl=en"><strong>Subscriptions from resellers</strong></a> page.
<ol style="list-style-type: lower-alpha;">
 	<li>If you aren't already logged in, ensure you are signed in as the admin user for your Google Workspace setup.</li>
</ol>
</li>
 	<li>Agree to the terms and conditions by checking the required box.</li>
 	<li>You will be asked to enter the <strong>reseller's public identifier</strong>, VentraIP's public identifier is "<strong>C01rkuf0n</strong>", this is what you will need to enter into the Transfer Token form.</li>
 	<li>If transferring to a reseller, enter the reseller’s Public Identifier and then click Continue.</li>
 	<li>For each product group that you want to transfer, select Transfer to Google or Transfer to reseller name.</li>
 	<li>If subscriptions for multiple product groups appear and you don’t want to transfer all of them, for any product group that you don’t want to transfer, select Keep with reseller name or Keep with Google.</li>
 	<li>Click Continue.</li>
 	<li>Check the box to agree to the terms and conditions and then click Generate transfer authorisation.</li>
 	<li>Click Close.</li>
 	<li>Please submit an <a href="https://ventraip.com.au/support-centre/what-is-an-eticket-and-how-do-i-lodge-one-through-vipcontrol/">eTicket</a> to our Accounts and Billing team so that we can complete your transfer.</li>
</ol>
We'll be sure to let you know if we are unable to transfer your Google Workspace service for any reason.

Transferring an existing Google Workspace service to VentraIP

support-google

There are two ways to reset your VIPcontrol password:
<ol>
 	<li>The "I've forgotten my password" link</li>
 	<li>Through your VIPcontrol account</li>
</ol>
<h3>Using the "Forgot password?" link</h3>
<ul>
 	<li>Head to <a href="https://vip.ventraip.com.au/">https://vip.ventraip.com.au</a></li>
 	<li>Under the login form, click on the <em>"Forgot password?"</em> link.</li>
</ul>
<img class="size-full wp-image-12500 aligncenter" src="https://ventraip.com.au/wp-content/uploads/2019/06/Reset-Password-1.png" alt="" width="644" height="458" />
<ul>
 	<li>On this new page, enter your VIPcontrol account email address.</li>
 	<li>Go to the email inbox for this email account, click the link and set your new password.</li>
</ul>
<h3>Resetting from VIPcontrol if you know your current password</h3>
<ul>
 	<li>Log into your VIPcontrol account &gt; Select<strong> My Profile</strong> from the top-right of the page</li>
 	<li>Click on the <strong>Change Password</strong> option under <strong>Security</strong> on the left-hand-side</li>
 	<li>Hit the <strong>Change Password</strong> button and enter the 3 fields required &gt;<strong> Save Changes</strong></li>
</ul>
<strong>NOTE:</strong> There are password strength requirements that will be mentioned on the right when resetting

You will then be redirected to the login form so that you can log in with the new details.

How do I reset my VIPcontrol password?

<span style="font-weight: 400;">If for any reason you are looking to create a blank VIPcontrol account, we currently do not support this. In order to create an account, you’ll need to purchase a service with VentraIP.</span>

<strong>NOTE</strong><span style="font-weight: 400;">: If you’re looking to move a service out of your current VIPcontrol account, you’ll be able to use our </span><a href="/support-centre/moving-my-hosting-service-to-another-vipcontrol-account/"><span style="font-weight: 400;">Move Service Tool</span></a><span style="font-weight: 400;"> or  </span><a href="/support-centre/moving-my-domain-name-to-another-vipcontrol-account-2/"><span style="font-weight: 400;">Move Domain Name Tool</span></a><b>.</b>

How do I create a VentraIP account?

<h3>How do I view the login history?</h3>
If you do suspect that someone else has accessed your account then it is important to check your login history. This can be done via <strong>My Profile </strong>(top right)  &gt; <strong>Login History</strong> on the left menu under <strong>Security.</strong>

<strong>NOTE:</strong> If you notice any IP addresses that you do not match those you use, then you will definitely want to change your password. Not sure what your IP address is? Simply search "What's my IP Address" in Google and it will tell you!
<h3>Resetting your password</h3>
If you believe that your <a href="https://vip.ventraip.com.au/"><strong>VIPcontrol</strong></a> account may have been compromised then there are multiple ways to reset your account password.
<ol>
 	<li>Changing password in VIPcontrol: Simply click on <strong>My Account</strong> &gt; Select the <strong>Change Password </strong>button.</li>
 	<li>Resetting your password from the login page: <img class="size-full wp-image-12500 aligncenter" src="https://ventraip.com.au/wp-content/uploads/2019/06/Reset-Password-1.png" alt="" width="644" height="458" /></li>
 	<li>Feel free to give us a call on<strong> 13 24 85</strong> and we can change your password over the phone after verifying your identity.</li>
</ol>

How can I see who accessed my VentraIP account?

support-vipc

If your website is displaying a <em>500 Internal Server</em> error this usually indicates that your file permissions are incorrectly set.
<h3>Check your Error Log</h3>
The error log stored inside cPanel will most likely have further information on the error and can assist in resolving it.

The error log can be found by:
<ol>
 	<li>Login to <strong>cPanel</strong></li>
 	<li>Open the <strong>File Manager</strong></li>
 	<li>Navigate to p<strong>ublic_html</strong></li>
 	<li>Open the <strong>Error_Log</strong></li>
</ol>
<h3>File permissions and ownership</h3>
As we operate a PHP environment, most files’ permissions should be set to 644 and folders set to 755. There are some exceptions to this rule – such as configuration files, which should be set lower. If you would like to reset all file and folder permissions to these values, you may use the VIPcontrol permissions fixer:
<ol>
 	<li>Log in to <a href="https://vip.ventraip.com.au/">VIPcontrol</a>.</li>
 	<li>Click the <strong>My Services</strong> link on the top <span data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;→&quot;}" data-sheets-userformat="{&quot;2&quot;:513,&quot;3&quot;:{&quot;1&quot;:0},&quot;12&quot;:0}">→ </span><strong>Hosting</strong> from the tabs underneath.</li>
 	<li>Click the <strong>Manage</strong> button on the relevant service.</li>
 	<li>Click on <strong>Permissions Fixer</strong> (found in the left menu).</li>
 	<li>Read the recommendations and follow the prompts.</li>
</ol>
<h3>Temporarily disable your .htaccess file</h3>
If the above permissions fixer fails, try temporarily renaming the <strong>.htaccess</strong> file to see if that rectifies the issue. In some circumstances the error may also be triggered by incorrect configuration of this file, this can include broken mod re-write configurations or PHP calls.

&nbsp;

&nbsp;

Troubleshooting a ‘500 internal server' error

A <em>ping</em> tests the connection between two networks (your computer and our hosting server) by sending <em>packets</em> to a host and then reporting the time it takes to get a response. This allows us to follow the path your computer is going when looking for a website or email server, and if there are any dropped packets.

To conduct a ping please follow the instructions below:
<h4>Windows</h4>
<ol>
 <li>Open the command window by clicking <strong>Start</strong>, then search for an open <strong>CMD</strong>.</li>
 <li>In the command window type the following (substituting yourdomain.com with your domain name):
<code>ping yourdomain.com</code>
Press <strong>Enter</strong> to run the command.</li>
 <li>Copy the results by clicking and dragging to highlight the text in this window. Then press Ctrl+C to copy this to Notepad or a Word document.
You can also simply paste the results directly in your eTicket.</li>
</ol>
<h4>MacOS</h4>
<ol>
 <li>Go to the <strong>Applications</strong> folder, then <strong>Utilities</strong>, then <strong>Network Utility</strong>.</li>
 <li>Click on the <strong>Ping</strong> tab and specify your domain name.</li>
 <li>Click <strong>Ping</strong>.</li>
 <li>Use <strong>Command+C</strong> to copy your results and paste (Command+V) them into Word or your eTicket.</li>
</ol>

Troubleshooting with a ping test

support-troubleshooting

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