Support 2017-05-20T01:20:23+00:00

Support

Where Happiness is A Priority

FAQ

Frequently Asked Questions & Answers

What are the MySQL usage limits? 2017-04-09T19:16:43+00:00

Psyphire allows each account a maximum of 25 simultaneous MySQL connections on shared servers. The 25 simultaneous database connections should be sufficient. Most database connections open and close within a fraction of a second. A forum with 500 active members will rarely hit this 25 simultaneous connections.  The SQL server will timeout after 60 seconds of inactivity.

If you are hitting the limit, typically, either your site has too much traffic for the shared server, or your site may be under attack. It is your responsibility to fix this by updating your web framework to the newest version, optimizing/indexing databases, or upgrading to a VPS server.

How do I use git? 2017-03-15T13:24:25+00:00

Setup SSH to use Git which is accessible from the command line (“git”).  If you are unable to access the application, do the following:

  1. SSH into your account
  2. pico -w .bash_profile
  3. Add the following to end of the “PATH” variable: :/usr/local/cpanel/3rdparty/bin/
  4. Save your changes
  5. Reload: source ~/.bash_profile
  6. Confirm your path new includes the new location: echo $PATH
  7. Confirm that git works: git –version
How do I backup specific applications that I have installed in my account? 2017-03-10T18:44:08+00:00

You cannot backup individual applications within your account to the server (through cPanel or Installatron), but you can automatically schedule a weekly backup of your applications to a remote location that you can configure (such as a FTP site or Dropbox account).

  • Click the wrench button near the application you want to backup
  • Under “Default Backup Location,” select “Add a new backup location”
  • Configure the settings for your new backup location
  • Under “Automatic Backup,” select whether you want to automatically create a backup or not
  • Save the settings

If you want to create a backup now at the new remote location:

  • Click on the arrow pointing right (just to the right of the wrench)
  • Define a label
  • Click “Backup”

A backup of your entire file structure is created weekly and can be accessed from FILES > BACKUP within your cPanel account.  You can also restore backups from those locations.

What can I do to prepare moving my web site to your service? 2017-04-09T19:19:23+00:00

Here is a simple check list to get you started.

  1. Any permanent records you need from your old host should be screen captured or printed, such as past billing invoices you may need.
  2. Archive any emails you need to save permanently, but are moving to Psyphire.  This is important because normally emails cannot be migrated.  You can simply make a POP3 connection to a mail account; doing so downloads the emails to your local machine.
  3. Download copies of all your current website files and databases.  This can come in handy later when you cancel the other host and then discover you are missing something.

Once you have completed the above list, do the following to move your site without suffering any downtime:

  1. Sign up for your new account at Psyphire.  Make sure you do NOT cancel your old hosting provider, and do not tell them you will be canceling or they might prematurely terminate your site and cause downtime.
  2. Now you have accounts with two hosting providers (the old and the new one with Psyphire).  You will now migrate your entire site from the old host to the new one.
  3. Connecting to the old host’s FTP and downloading all your files, and then by connecting to the new host’s FTP and uploading all your files (maintain the same file and folder structure).  You must also backup any databases on the old host (contact the old host for instructions) and upload the backup files to the new host via FTP.  You must then restore your databases from those backup files; this can be done via SSH or cPanel’s phpMyAdmin.  Emails do not normally transfer, but you can archive your emails from the old host.  You can accomplish this by making a POP3 connection to each email address; this way all the old emails are downloaded to your local computer. The new host will not have those old emails, but the new host will be able to get new emails.
  4. Have Psyphire transfer your entire site over free of charge if your old host uses cPanel (contact us).  We may be able to transfer emails as well.
  5. After you have all your files on both hosting accounts, it is time to change your domain name’s DNS at your domain registrar (where you purchased your domain).  Psyphire’s nameservers are as follows:

    ns1.psyphire.com
    ns2.psyphire.com

    If you purchased your domain name from your old host, you usually need to ask them to make the changes for you.  Tell them something similar to, “My domain with you is mydomain.com; please change my nameservers to ns1.psyphire.com and ns2.psyphire.com.”

    If you bought your domain name from Psyphire, we are happy to help you or make the DNS changes for you.

  6. Once your DNS changes have been made, you will need to wait up to 48 hours (two days) before your site will load from the new host (but you may see changes within 15 minutes).   During this 48 hour period, your DNS is propagating world wide and your site will be randomly loading from either the old host or the new host. Once the two days is complete, your site will only be loading from the new host.  After the 48 hours have passed, your updated DNS will be fully functional.
  7. Contact your old host and cancel your hosting account with them.  If you originally bought your domain name from the old host, do not cancel your domain registration.
What WordPress plugins are not allowed? 2017-05-01T12:11:59+00:00

There are 4 main reasons why plugins may be disallowed.  While a plugin may be disallowed for less common reasons, the primary 4 causes for blacklisting a plugin will be covered here. If you have additional questions or concerns, please contact us via phone or Live Chat for assistance.

The main reasons a plugin may be blacklisted are as follows:

  • Duplicate Functionality
  • Performance Concerns
  • Security Vulnerabilities
  • SPAM Plugins

Duplicate Functionality

You will find that our concerns ultimately coincide with keeping your site fully functional. Our WordPress offering is not a development platform and is designed around providing a highly optimized hosting experience with outstanding uptime, reliability, security, and performance.

For the overall health of both your website and the server and to provide the most optimized hosting solution possible, plugins that duplicate services that we already provide and include with your WordPress account may not be used.

Plugins that duplicate existing solutions can cause harm to your website. Multiple caching solutions can corrupt files required to view a site, over compressing javascript and css, or redundantly storing images preventing them from being updated.

Performance Detractors

Often plugins include functionality that may increase the server load at the time that the site is loaded. A high server load can prevent your site from being loaded quickly, and can even cause site and server downtime. This can be done a number of ways:

  • Loading and reviewing large amounts of your code with every load.
  • Over frequent database access.
  • Poor database optimization resulting in database stability and speed issues.

These are just a few examples and are not by any means a comprehensive list. In order to ensure that your site is served quickly and reliably, we must restrict the use of inefficient plugins.

Security Vulnerabilities

We take the security of your website very seriously. It is important to note that software on your website can potentially be accessed by malicious third-parties.  We actively track many plugins with known vulnerabilities and prevent their installation to help provide you with the most secure possible hosting experience.

Note: A Known Vulnerability is when software has a documented method for circumventing your security,allowing anyone who specifically wishes to target your site to do so with a simple internet search.

Plugins with known vulnerabilities are often targeted by campaigns to compromise every site they are installed on due to the likelihood of widespread success.

We do our best to actively maintain a list of plugins with known vulnerabilities and blacklist them accordingly to help you maintain a healthy and secure website.

SPAM Plugins

In order to ensure the best experience for you, we blacklist plugins that are known to send SPAM. Many plugins are able to send mail via a script, which can result in plugins that abuse this privilege.

Plugins that send spam to users can be detrimental to your domain, as it may become blacklisted, or worse. It is important that sending email adhere to current SPAM laws.

Which Plugins are Disallowed?

  • adminer
  • automatic-wordpress-backup
  • broken-link-checker
  • cache-images
  • counterize
  • dbc-backup
  • dynamic-related-posts
  • ezpz-one-click-backup
  • file-commander
  • firestats
  • fuzzy-seo-booster
  • google-xml-sitemaps-with-multisite-support
  • gosquared-livestats
  • hc-custom-wp-admin-url
  • jr-referrer
  • newstatpress
  • no-revisions
  • portable-phpmyadmin
  • pressbackup
  • repress
  • seo-alrp
  • similar-posts
  • simple-backup
  • simple-stats
  • simple-wordpress-backup
  • snapshot-backup
  • statpress
  • statpress-reloaded
  • statpress-visitors
  • stats
  • superslider
  • toolspack
  • total-archive-by-fotan
  • total-backup
  • track-that-stat
  • tweet-blender
  • visitor-stats-widget
  • vm-backups
  • vsf-simple-stats
  • wassup
  • wordpress-backup
  • wordpress-gzip-compression
  • wp-cache
  • wp-complete-backup
  • wp-database-optimizer
  • wpdbspringclean
  • wpengine-migrate
  • wp-engine-snapshot
  • wpengine-snapshot
  • wp-s3-backups
  • wp-time-machine
  • yet-another-featured-posts-plugin
Can I use a web hosting account for file sharing (videos, pictures, music)? 2017-04-09T19:20:52+00:00

No, not on a shared web hosting account.  If you want to have a website where you allow visitors to upload and share movies, audio files, or images, then you will need to purchase a VPS or Dedicated Server plan. Such file sharing is not allowed on our shared hosting plans. You can read more on our Terms of Service page.

Do you provide backups? 2017-05-01T11:38:06+00:00

Depending on your web hosting plan, Psyphire’s automatic backup service runs once a week on Sunday mornings for NewComer accounts, or once every day for PrimeTime and Business accounts.  Each backup process overwrites the previous backup.  Only one backup is kept at a time.  Psyphire creates backups of shared web hosting accounts that are under 20 GB and 100,000 inodes.

You can download an updated backup of your account in cPanel by clicking on Files > Backup > Download a Full Website Backup.

Psyphire backups are provided as a courtesy and are not guaranteed.  Customers are responsible for their own web content and should make their own backups for added protection. For additional information, please refer to our Terms of Service.

If you are in need of a site restoration from our automated backups, please open a ticket.

Can I host my friends on my account? 2017-02-28T14:44:40+00:00

Yes, you can host sites for your friends on your web hosting account, as long as you are not charging them money for hosting.

However, if any of your friends need direct access to the databases or cPanel functions, they will need your cPanel login information.  You will need a special Reseller account so that each friend will have their own cPanel.  This is really a much better way to host multiple sites that do not have the same owner.

Remember, shared web hosting accounts may not resell their hosting to other people.  If you wish to resell hosting, you must request a Reseller account.

Oops! My account was hacked! What now? 2017-04-09T19:23:17+00:00

It is generally both easier and cheaper to prevent hacking than it can be to repair a site that has been infected.

If your account has been compromised, knowing what caused the compromise will allow you to address the root cause directly and prevent it from happening again, and save you from having to worry about how it happened.

Psyphire offers a root cause analysis of your account.  Our administrators will carefully examine your logs and files for how they were modified, when, and by who, and will frequently be able to provide you with real information about exactly what you can do to prevent your account from being compromised the same way twice.

How Much is a Root Cause Analysis?  We will perform a root cause analysis of your account for a fee of $40, which will only be charged if we are able to provide you with information regarding how your account was hacked.  Please contact us if interested.

What happens if someone abuses system resources? 2017-02-28T14:37:41+00:00

The offending site will be suspended and the owner will be given an opportunity to fix the problem or move to a Dedicated server.  It is possible that sometimes we suspend a problem directory, but not an entire account. All issues are taken on a case by case basis.  “How will I know if I use too many resources?”  There is no way for us to predict how much server resources your site will use. If your site is causing the problems, your account will be temporarily suspended and we will notify you immediately via email.

Where can I report abuse / spamming? 2017-02-28T14:32:18+00:00

Due to the nature of abuse reports, our abuse department must be contacted directly via support ticket and resolved through the ticket process. Unfortunately Chat and Phone support departments may only assist in providing directions on how to submit abuse tickets, and may not directly assist with processing a ticket reporting abuse or creating a ticket on your behalf.

To report any abusive site or abusive activity, please email our Abuse department via support@psyphire.com to investigate the site or activity accordingly. To best assist us in correctly addressing reports of abusive activity please provide the following in the body of your report to us if any of the following items are available:

  • Email headers from spam messages originating from our servers.
  • Attack logs identifying activity originating from our servers.
  • Any additional logs identifying potentially abusive activity on our network.

Please note that we may not be able to provide you with specific updates regarding your report due to privacy reasons.

Can I get a Dedicated IP? 2017-05-01T12:14:42+00:00

Yes, you can get one (1) dedicated IP address per PrimeTime and Business account.  NewComer accounts must be upgraded in order to receive a dedicated IP.  The dedicated IP address will be assigned to your entire account (all web sites assigned within your cPanel account).  Your primary domain and all addon domains and subdomains will use the same IP address. You cannot purchase a dedicated IP for only an addon domain. The IP is an additional $7/month. Contact us to order.

Can I run Tomcat on your servers? 2017-02-28T13:13:09+00:00

Tomcat is not offered for our shared hosting accounts.  VPS or Dedicated Server is required for Tomcat.

Are there PHP settings I cannot change? 2017-02-28T12:40:19+00:00

Our shared hosted accounts operate in carefully managed environments and have certain limits on what can be changed in order to maintain the stability of the server.

PHP has been configured to use the following settings:

safe mode = Off (cannot adjust – removed in PHP 5.4.0)
memory_limit = 256M (MAXIMUM)
max_execution_time = 30 (MAXIMUM in seconds)
max_input_time = 60 (MAXIMUM in seconds)
post_max_size = 64M (MAXIMUM)
upload_max_filesize = 64M (MAXIMUM)
enable_dl = Off (cannot adjust)

The above settings either CANNOT be changed or exceeded.  These limits are set to prevent extremely high resource usage in shared environments.  We have found that a majority of the PHP scripts will work within these limits, and the scripts that require more resources are best suited for a VPS or dedicated server.

How do I connect by FTP? 2017-03-09T10:50:36+00:00

In order to connect successfully and securely, it’s recommended that you use passive mode and explicit TLS encryption.  If you are unable to connect properly or see the file system contents of your account, ensure TLS encryption is set to “explicit” (NOT “implicit”), or disable TLS encryption entirely (though this will reveal your password to hackers that may be listening).

How can I connect by SSH? 2017-02-27T22:23:48+00:00

You must first create encryption keys in “Security > SSH Access” before you will be able to access your web site using SSH.  Once you have done so, import the keys into your SSH client and connect through port 222.

How come I can’t upload files to my website using PHP? 2017-02-27T20:30:34+00:00

File uploads in PHP is disabled by default.  You can enable this feature by signing into cPanel and enabling file uploads in Software > MultiPHP INI Editor.

Can I host MP3s? 2017-04-05T16:01:29+00:00

You are allowed to host MP3 files, but you may not host any files with a copyright belonging to someone else, unless you have the owner’s written consent.

Do you offer an uptime guarantee? 2017-04-09T19:31:50+00:00

The Terms of Service contains accurate and updated information regarding Psyphire’s Uptime Guarantee in its entirety. This article only seeks to help explain the rules to which you agree.

  • If a server falls short of the 99.9% uptime guarantee, you may receive one (1) month of credit for that package on your account.
  • Approval of any credit is at the sole discretion of Psyphire and may be dependent upon the justification provided.
  • Planned server maintenance does not count as downtime.
  • Just because your website does not work, this does not mean your server has downtime. As long as the server is available to deliver your content, then the guarantee is met. It is your responsibility to have working content.
Can I test one of your hosting accounts before paying? 2017-02-27T17:47:29+00:00

Sorry, we don’t offer an account for testing purposes.  Instead, we offer 30-day money-back guarantee so that you may try our services without risk if you are unhappy for any reason.

Go ahead and sign up for the elligible hosting package of your choice, and if you are unhappy for any reason, you may take advantage of our 30-day money-back guarantee.  Some restrictions apply.

Are there any hidden costs or setup fees? 2017-02-27T17:45:00+00:00

No, there are no hidden costs or setup fees.  Optional upgrades and services are called out specifically prior to your agreeing to take on any additional charges.

How often do you update applications? 2017-05-01T11:43:49+00:00

Applications are updated automatically at the end of each day with the most recent release, including your control panel (cPanel).  Some applications may require your approval before the update will take effect.  In those cases, you will receive an email asking for your approval.

For applications you have installed, you can choose whether to update them automatically, or receive notifications alerting you of new updates.

Why types of material do you not allow? 2017-02-27T17:39:11+00:00

Certain material is unacceptable and not allowed for all websites hosted with Psyphire, including but not limited to the following:

  • Topsites.
  • IRC Scripts/Bots
  • IRCD (irc servers)
  • Proxy Scripts/Anonymizers
  • Image Hosting Scripts (similar to Photobucket or Tinypic)
  • AutoSurf/PTC/PTS/PPC sites
  • IP Scanners
  • Wikileaks.org mirrors
  • Bruteforce Programs/Scripts/Applications
  • Mail Bombers/Spam Scripts
  • Banner-Ad services (commercial banner ad rotation)
  • File Dump/Mirror Scripts (similar to rapidshare)
  • Commercial Audio Streaming (more than one or two streams)
  • Escrow/Bank Debentures
  • High-Yield Interest Programs (HYIP) or Related Sites
  • Investment Sites (FOREX, E-Gold Exchange, Second Line/Linden Exchange, Ponzi, MLM/Pyramid Scheme)
  • Sale of any controlled substance without prior proof of appropriate permit(s)
  • Prime Banks Programs
  • Lottery/Gambling Sites
  • MUDs/RPGs/PBBGs
  • Hacker focused sites/archives/programs
  • Sites promoting illegal activities
  • Forums and/or websites that distribute or link to warez/pirated/illegal content
  • Bank Debentures/Bank Debenture Trading Programs
  • Fraudulent Sites (Including, but not limited to sites listed at aa419.org & escrow-fraud.com)
  • Mailer Pro
  • Push button mail scripts
  • Broadcast or Streaming of Live Sporting Events (UFC, NASCAR, FIFA, NFL, MLB, NBA, WWE, WWF, etc)
  • Tell A Friend Scripts
  • Anonymous or Bulk SMS Gateways
  • Bitcoin Miners
  • PayDay Loan Sites (including any site related to PayDay loans, PayDay loan affiliate programs, etc.)
Does your service allow adult sites? 2017-02-27T17:35:13+00:00

Yes, adult sites are allowed.  However, they must be legal in both California and the United States of America.

How long have you been in business? Can you tell me a little about your company and network? 2017-04-09T19:34:44+00:00

We have been in business and offering web hosting services since 1997.  Please read our company information page.  It contains all the relevant information you need about Psyphire.

What control panel do you offer and is there a demo? 2017-05-01T11:47:08+00:00

We offer cPanel as our control panel.   See our cPanel demo.

Are your servers Unix/Linux or Windows NT? 2017-02-27T17:24:54+00:00

All shared webhosting accounts run on CentOS Linux x86, which is identical to Red Hat Enterprise Linux.

I paid all the outstanding invoices on my account, why is my account still suspended? 2017-02-27T17:33:18+00:00

Shared hosting packages that have been suspended will not reactivate until all invoices on their billing account are paid. If there are no unpaid invoices, your shared hosting package may take up to 15 minutes to re-activate.

I didn’t get my welcome email or have since lost it. How can I have it resent? 2017-04-09T19:36:06+00:00

Contact us and request a new welcome email.

How can I transfer my web site to your service? 2017-04-09T19:41:21+00:00

There are two primary methods to transfer your web site files to our servers:

  1. cPanel Backup Wizard:  If your current hosting service offers cPanel access, you can use “Files > Backup Wizard” to backup your web site.  You can then use the same tool to Restore your web site on our servers using your new account settings.
  2. FTP:  We recommend using either WS FTP, Cute FTP, or any standard web browser like Chrome or Firefox to transfer your web site files from your current hosting service to your local drive.  You can then transfer the files to our servers once you have received your account settings.
  3. Still uncertain of what to do?  Contact us and we may be able to help you.

Once your web site has been transferred successfully, you must update your nameserver settings at your domain registrar:

NS1.PSYPHIRE.COM
NS2.PSYPHIRE.COM

What is the absolute path to my account? 2017-02-26T01:10:03+00:00

Substitute your username in the following absolute path:   /home/username/

Your root web directory is located in: /home/username/public_html/  or   /home/username/www/

Can I change my username and password? 2017-04-09T19:40:40+00:00

While you can use “Reset Password” to adjust your password, you cannot change your username.

I cannot FTP into my site. What now? 2017-02-26T01:05:13+00:00

Try the following:

  1. Username/Password are case-sensitive.
  2. DISABLE “Passive Transfer Mode” in your FTP client when attempting to connect.
  3. Are you behind a firewall?  This may cause a problem because your site is also behind a firewall to protect the security of your site.  Try temporarily disabling your firewall.
  4. Try another FTP client.
  5. Try using a browser like Firefox or Chrome: ftp://yourdomain.com
What methods are available for accessing my web site? 2017-04-09T19:43:15+00:00

There are a few ways you can access the files for your web site using cPanel:

  • FTP:  You can create FTP accounts for accessing your web site files using “Files > FTP Accounts.”  You can then sign into your account using a standard FTP application using that account information.
  • File Manager:  You can access the files for your web site using “Files > File Manager.”
  • phpMyAdmin:  You can access your databases using “Databases > phpMyAdmin.”
  • SSH: You must first create encryption keys in “Security > SSH Access” before you will be able to access your web site using SSH.  Set your SSH client to connect to port 222.
  • WordPress: You can sign into your web site at: http://yourdomain.com/wp-admin/
How can I see the traffic my web site receives? 2017-02-26T00:48:38+00:00

Under “Metrics” in cPanel, all web hosting accounts have access to their web visitor statistics using Awstats, Analog Stats, Webalizer, and the raw logs for the current month.

How do I retrieve my lost password? 2017-05-01T12:36:43+00:00

Retrieving or Changing Your Lost Password

If you have forgot your password and need to reset it, you have a few options:

  • For your main account, use this password reset form.  Use the email address you used when signing up for your web hosting account.
  • For email account passwords, you have two options:
    • Click on “Webmail” at the top of the Psyphire web site and use the “Reset Password” link.
    • Click on “cPanel” at the top of the Psyphire web site and reset the password under “Email > Email Accounts.”
  • For cPanel passwords, click on “cPanel” at the top of the Psyphire web site and use the “Reset Password” link

 

What versions of PHP do you support? 2017-05-01T12:39:19+00:00

By default, new accounts use PHP 5.6.  However, you can optionally choose from other versions including 5.4 and 7.0.

What do I change the nameserver settings to at my domain registrar? 2017-02-26T00:06:02+00:00

Change the nameserver settings at your domain registrar to:

NS1.PSYPHIRE.COM
NS2.PSYPHIRE.COM

Settings can take effect within 15 minutes.  Full propagation of new nameserver settings across the Internet can take several days.

Will I receive a refund if I cancel my account prior to the end of the month? 2017-02-25T23:56:54+00:00

No.  We invoice a month in advance and do not pro-rate cancelled accounts.  In order to avoid being charged for a full month’s service, you must cancel by the last business day of the previous month.

How do I cancel my account? 2017-04-09T19:47:20+00:00

To discontinue or make any changes in your service, please call us.

How much do you charge for bounced checks? 2017-02-25T23:53:46+00:00

Checks returned to us by your bank will incur a $25 fee and you will be required to provide a credit card or debit card number for future payments.

What do I do if I think there is an error on my invoice? 2017-04-09T19:48:39+00:00

If you feel your balance is in error please be prepared before inquiring:

  1. Check with your bank to see if your check has cleared.
  2. Have a copy of the cancelled check available to fax or mail so that payment can be applied.
  3. Provide the necessary information we will need to research your billing inquiry, such as the name the account was setup under and a brief explanation of the billing issue.

Please contact us for any billing inquiries.

What address do I send my payment to? 2017-02-25T23:48:22+00:00

We suggest you make payments online.  However, if you must mail your payment, please send to:

Psyphire
PO BOX 2070
Santa Barbara, CA, 93120

How will I receive my billing invoice? 2017-04-09T19:49:28+00:00

All invoices are sent by email unless you request otherwise.  If you would like to receive an invoice by mail, please contact us (add $2.50/mo.).  Customers paying by credit card will receive a receipt by email at the beginning of each month.

Why does my invoice not show last month’s payment? 2017-02-25T23:42:40+00:00

If your monthly statement does not reflect a prior payment, chances are a prior payment was received after the 21st.  Please take this into consideration when you mailed your payment before contacting support.

When are payments due for web hosting, dedicated server and colocation services? 2017-02-25T23:40:50+00:00

Payments are due by the 21st of the same month for these services.   All other payments are due upon receipt.

When am I billed for web hosting services? 2017-02-25T23:38:12+00:00

Web hosting clients are billed at the beginning of each new month of service.

What form of payment do you accept? 2017-02-27T17:22:12+00:00

Currently we accept payment by check or credit card. The credit cards we accept are Visa, MasterCard, Discover, and American Express.

We accept personal checks or money orders. We will apply this payment to the account indicated as soon as we receive it, but not earlier.

Please make the check or money order payable to “Psyphire” and send via postal mail with a note enclosed providing your primary email address, primary domain name, or client ID to:

Psyphire
PO BOX 2070
Santa Barbara, CA 93120

Checks and Money Orders must be in U.S. Dollars and drawn from a U.S. Bank.

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