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Solutions for cPanel® & WebHost Manager®

Quick solutions to your frequently asked questions. At cPanel, Inc., our goal is to provide the information you need in a logical format.

Solutions for Website Owners

How do I reset my cPanel account password myself?

Resetting your cPanel password can be accomplished following these steps:

  • Log into your cPanel account.
  • In the Preferences section, click Change Password.
  • Enter your current password
  • Enter your new password (pro tip: use the Password Generator).
  • Re-enter new password for verification
  • Click the: Change your password now! button. Log out, and then log back in with the new password. If you’d like to learn more about using your cPanel account, from within your cPanel on the main page, click the: Getting Started Wizard icon in the Prefernces section. This tool will walk you thru multiple key areas you may like to know more about. You can skip sections here and go back to them later at your leisure.

For more advanced details on using your cPanel please visit the cPanel User Guide located here: http://docs.cpanel.net/twiki/bin/view/AllDocumentation/CpanelDocs/WebHome

I forgot my password!

Many hosting providers use our software so it’s understandable that you might think that cPanel, Inc. is your hosting provider, but it’s not. cPanel, Inc. does not provide hosting services. cPanel builds the software that hosting providers use to help automate their operations. As such, cPanel, Inc. does not have access to the server or your cPanel account on it that’s needed to resolve any issues you are experiencing with your website, cPanel account, or email account passwords. For something like this you’ll need to contact your hosting provider directly.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider: http://whois.domaintools.com/
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider: http://www.whoishostingthis.com/

Contacting your hosting provider directly is the fastest way to getting your lost password issues resolved.

My website is down / not working!

If your website is down, or not working properly we can suggest several things for you to try:

  • Use another browser to check if your site is loading properly first. Checking with another browser such as Firefox, Safari, or Chrome as a quick and easy troubleshooting measure will help you to know if its a browser related issue or not.
  • Check to see if there might be network issues between you and your website: http://www.downforeveryoneorjustme.com/
  • If your website is not loading properly or displaying some sort of error message, take a screenshot of what you see in your browser. This can be helpful to have when contacting your hosting provider for support.
  • If you have a dedicated IP address for your cPanel account and know what that IP address is, you could try to perform a ping test. A ping test is done from the command line. Open Terminal on your Mac, or, Command Prompt on your Windows PC and type in the following: ping IPAddress (replace the word IPAddress with your IP) If a response is received, then the server is online and there may be issues with the domain at your domain name registrar. If you receive a time out error, the server may be offline. If that’s the case the next step is to contact your hosting provider directly.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider: http://whois.domaintools.com/
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider: http://www.whoishostingthis.com/

Once you’ve located your hosting provider, let them know your site is down. You may need to send them the screenshot you took of the error message initially as well. Be sure to let your hosting provider know which browser you were using. Your hosting provider should be able to assist you getting your site back online promptly from here.

Contacting your hosting provider directly is the fastest way to getting your website working again.

I think my Website may have been hacked!

At times, websites can become compromised due to a variety of issues. If you suspect your website may have been compromised you should get in touch with your hosting provider immediately. They will need to investigate this issue for you as they manage the server where your website and its files are located. Your hosting provider may choose to suspend your account during his investigation of your account as well, to protect it, this is a normal course of action.

cPanel, Inc. does not provide hosting services. cPanel builds the software that hosting providers use to help automate their operations. As such, cPanel, Inc. does not have access to the server or your cPanel account on it that’s needed to resolve any issues you are experiencing with your website, cPanel account, or email accounts. For something like this you’ll need to contact your hosting provider directly.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider: http://whois.domaintools.com/
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider: http://www.whoishostingthis.com/

Contacting your hosting provider directly is the fastest way to getting your website working again.

Where do I change my Roundcube Webmail settings?

To customize your email settings, add a signature and more in RoundCube Webmail:

  • Login to Webmail with your email account normally and click on Settings located in the upper right corner.
  • Click on Identities.
  • Select the email account listed you would like to customize.
  • Complete preferred fields including your signature as you wish and save.
  • You can find many more options and settings by clicking Preferences in the left menu.

Additional information, and details on using this 3rd party software we have included with the cPanel product may be directed to the Roundcube support site located here: http://roundcube.net/support

How can I configure email on my mobile device?

To configure your email on your phone or other electronic device:

  • Login to Webmail using the following URL: https://domainname:2096
  • Click on the: Configure Mail Client icon, located near bottom of page.
  • Select the email account listed you would like to customize.
  • Find your mail client listed under Auto Configuration Scripts or use the Manual Settings displayed here to set up your mail client on your own.
  • Mobile Mail clients on various phones and other electronic devices can have different ways of doing things. For this reason we recomend that you confirm your settings with your internet service provider or your website and email hosting provider in advance, as they may have additional requirements and settings you might need to know about.

I can’t send or receive emails!

If you’re having problems sending or receiving email from your cPanel account, you’ll need to contact your hosting provider to assist you in most cases. You might check that your account settings are correct and even perform a password reset from within cPanel in order to troubleshoot this on your own. If it’s some sort of issue with email quota, DNS problems or other issues with the email server itself, your hosting provider is the only one that can assist you with that.

cPanel, Inc. does not provide hosting services. cPanel builds the software that hosting providers use to help automate their operations. As such, cPanel, Inc. does not have access to the server or your cPanel account on it that’s needed to resolve any issues you are experiencing with your website, cPanel account, or email accounts. For something like this you’ll need to contact your hosting provider directly.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider: http://whois.domaintools.com/
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider: http://www.whoishostingthis.com/

Contacting your hosting provider directly is the fastest way to getting your website working again.

Increase my Disk Space Usage or Email Account Quota!

If you have an individual email account setup on your cPanel account that runs over it’s quota which has prevented you from sending or recieving email, you can easily raise the quota from within your cPanel interface yourself.

To raise the quota:

  • Log into your cPanel
  • Click the Email Accounts icon in the Mail section
  • Click the: Change Quota link, next to the email address you’d like to modify
  • Type in a larger number and then click the: Change Quota button

If your web hosting account hits its disk space quota you may find that your account has been suspended. Should this happen you’ll need to contact your hosting provider directly for assistance.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider: http://whois.domaintools.com/
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider: http://www.whoishostingthis.com/

Contacting your hosting provider directly is the fastest way to getting your website working again.

How do I upload files on my website account?

cPanel includes multiple ways to upload files to your account when creating your website. One option is using an FTP client. Your hosting provider can provide you with account specific details for using a FTP client, or you can use the FTP Client Configuration tool provided in your cPanel, under the FTP Accounts icon located in the Files section.

Another option is to use the cPanel File Manager. This useful tool allows you to manage files and folders on your account right from within the cPanel interface. You can find tutorials and documentation for both of these options on the cPanel Documentation website at these links:

If you are experiencing any issues with your cPanel account, cPanel File Manager, or your website itself, we reccomend that you get in touch with your hosting provider for fastest resolution and support.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider: http://whois.domaintools.com/
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider: http://www.whoishostingthis.com/

How do I contact my web host provider?

Many hosting providers use our software so it’s understandable that you might think that cPanel, Inc. is your hosting provider, it’s not. cPanel, Inc. does not provide hosting services.

cPanel builds the software that hosting providers use to help automate their operations. As such, cPanel, Inc. does not have access to the server or your cPanel account on it that’s needed to resolve any issues you are experiencing with your website, cPanel account, or email account passwords. For something like this you’ll need to contact your hosting provider directly.

If you are unsure of who your hosting provider is, there are multiple ways to try and locate them for support:

  • Search your inbox for any payment or invoice notifications associated with your hosting account.
  • Check your credit card statement for the name of the company you pay for hosting services.
  • Look up details for your domain to determine your hosting provider: http://whois.domaintools.com/
    • Under Whois record tab, scroll down towards the bottom of the listing
    • Under Domain servers in listed order: your domain’s Nameserver will appear (This information may contain the name of your hosting provider).
  • You might also try performing a search for your domain with this tool to locate your provider: http://www.whoishostingthis.com/

Contacting your hosting provider is the best way to get any questions answered or issues resolved promptly.



Additional Resources

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For questions about developing software, to support analysts, we have a team standing by to support your needs. License holder can only submit a ticket.

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