Support & Account articles

Support & Account 813 How to contact Interweb We are reachable through several channels. Picking the right one first time saves you waiting - a technical request...
Support & Account 564 How to open a support ticket and see the history A support ticket is the most effective way to reach us. It is tied to your account, keeps the whole conversation in...
Support & Account 507 How to unblock your IP address Our servers run a firewall that automatically blocks IP addresses with too many failed access attempts. It is...
Support & Account 644 How to change your registration e-mail The e-mail on your account is how you receive invoices, tickets and login links. Keep it up to date - it is your...
Support & Account 996 How to change your My Interweb password Changing your My Interweb password takes less than a minute and interrupts none of your services. Before you start:...
Support & Account 617 How to manage sub-accounts If more than one person in your company needs access to My Interweb - finance, support, a developer - you don't have...
Support & Account 426 How to update your registration details Your account details - name, company, address and phone - are used on invoices and to identify you when you contact...
Support & Account 540 How to enable or disable two-factor authentication (2FA) Two-factor authentication (2FA) adds a second step to logging in to My Interweb: after your password, you also...
Support & Account 500 How to recover access to your account Can't log in to My Interweb? In most cases you can get back in yourself in a couple of minutes - no need to wait for...
Support & Account 355 About Interweb Interweb is a web hosting, domain and professional e-mail provider. The brand started in 2023 and the Mozambique...
Support & Account 348 About the RLX Group Interweb is part of the RLX group, a technology group with operations in Mozambique, Angola and the United States....
Support & Account 847 Your site is down: what to check first The site doesn't open. Before assuming the server is down, these checks tell you which of the four usual causes it...
Support & Account 438 The affiliate programme If you recommend us to clients or colleagues, the affiliate programme pays you a commission on what they spend. It's...
Support & Account 442 How far our support goes: what we handle and what is yours Hosting is like mains water: we make sure it reaches the tap, at pressure and without interruptions. What you...
Support & Account 384 How to recover your My Interweb password If you cannot get into My Interweb because you do not remember the password, the reset is immediate and you can do...
Support & Account 310 What Interweb AI does, and what it does not Interweb AI is the automated assistant that answers in the chat on our website and inside My Interweb, and that can...
Support & Account 303 How to make a complaint and how we handle it Not everything goes well. When it does not, we want to know - and we want to hear it from you, rather than on social...
Support & Account 302 Where our servers are, and what that means for your site It is a fair question and rarely answered plainly: where is my site, physically? The answer matters for three...
Support & Account 298 Which countries can buy from us, and which portal to use Short answer: from any country. We have no blocked countries, we do not require you to live in Mozambique or Angola,...
Support & Account 257 Uptime: what counts as being down, and what we do about it We publish a monthly uptime commitment for our infrastructure. The exact figure and the conditions live in the...
Support & Account 272 Moving your site to us: what comes across, and how long you are offline The second half of that title, answered up front: if the order of the steps is respected, the site does not go...
Support & Account 262 How to ask for help, and what “unmanaged” really means Half the misunderstandings about support come from the same boundary: the server is ours, the site is yours. This...
Support & Account 317 I have paid. Now what? Five steps until the site opens You paid, you got some e-mails, and now you are staring at a panel with no idea where to start. It is the question...
Support & Account 238 Customising your theme without writing code Almost everything people want to change about a theme is changed through screens made for it, without touching a...
Support & Account 197 Updating themes and plugins without breaking anything Updating is the single most important thing you do for your site’s security, and it is also the thing most people...
Support & Account 224 Error 503 and the rest of the 5xx family: what they are, and where to start An error starting with 5 carries good news inside it: something answered. The server took the request, tried to...
Support & Account 352 ERR_CONNECTION_CLOSED and ERR_SSL_VERSION_OR_CIPHER_MISMATCH: when the error is not the server’s Neither of these is an HTTP code. They are messages from the browser itself, and that changes everything: a 500 was...
Support & Account 250 Reading a traceroute and a ping: what the numbers say, and what they do not When support asks for a traceroute, it is not red tape. It is the only way to see the path between your computer and...
Support & Account 211 Account area, cPanel or webmail: which login do you need? You have three different places to sign in, each with its own password, and mixing them up is the commonest cause of...
Support & Account 193 Where to find your services, domains, invoices and tickets in your account Once you are signed in to My Interweb the home page shows a summary, but what you are after is nearly always in one...
Support & Account 186 A window about unpaid invoices appears when I sign in: what it is and what to do It is a reminder from us. When you sign in to your account and have at least one invoice that is unpaid (or waiting...
Support & Account 174 My support ticket has had no reply: what to check and what to do next Before you open another ticket, check three things: the ticket’s status, whether the reply is sitting in your junk...
Support & Account 177 What to write in a support ticket for a site, e-mail, domain or invoice problem A ticket that answers the obvious questions by itself usually gets solved in the first reply. What changes from one...
Support & Account 171 How to take a screenshot or record your screen to show support a problem A picture of the error is worth more than a paragraph describing it, and a short recording is worth more still when...
Support & Account 191 How to find your browser, operating system and PHP version before you write to support When a problem only happens on one computer, in one browser or after an update, the next question is always “which...
Support & Account 196 Reading the Errors and Raw Access pages in cPanel when a page fails When a page fails, the server wrote down what happened in two places that cPanel shows you in the Metrics section:...
Support & Account 198 I think someone got into my account: what to do in the first hour If you suspect someone got into your account, change the password of the account’s e-mail first, then the My...
Support & Account 235 Giving a developer access to your site without handing over your password You do not need to give the password of your account to whoever builds your site. There are smaller accesses that...
Support & Account 211 E-mails from your hosting company are not arriving: confirmations, invoices and ticket replies If you are not getting the confirmations, the invoices or the replies to your tickets, in nearly every case the...
Support & Account 222 Hosting words for beginners: the terms on your invoice and in your panel The first invoice and the first panel come full of abbreviations nobody explained. You do not need to memorise them:...
Support & Account 216 How a website works: from the address you type to the page on your screen The short answer: when you type an address, the browser asks DNS which server belongs to that name, connects to that...
Support & Account 193 Where to share your affiliate link: blog, WhatsApp, social media, and what to avoid The short answer: an affiliate link pays when it reaches someone who really needs a website, a domain or e-mail, at...
Support & Account 209 A referral is missing from your affiliate account: the usual reasons The short answer: the programme ties a person to your link through a cookie in the browser of whoever clicked, and...
Support & Account 210 Ten mistakes first-time website owners make, and how to avoid each one The short answer: nearly all the problems of a site’s first months repeat from person to person. Most are not...
Support & Account 191 Legal pages for any website: privacy, terms and cookies, and which ones you need The short answer: almost every site needs a privacy page, because almost every site collects something (a form, a...
Support & Account 202 A 30-minute monthly routine to keep your website healthy The short answer: a site does not break all at once: it accumulates small faults (a plugin not updated, a form that...
Support & Account 191 After you order: what happens next, and when to worry The short answer: after you order, your service only starts once the invoice is paid. With the methods that confirm...
Support & Account 209 A support request that gets a fast answer: what to include, by type of problem The short answer: the fastest answer is the one that does not need a question back. A request with the site address,...
Support & Account 176 Looking for a job or an internship: where to apply, and why support cannot take your CV The short answer: support is only for customers with a service or a question about it, and support tickets do not...
Support & Account 216 A service suspended for a reason other than payment: what it means and what happens next The short answer: the most common cause of a suspension is an unpaid invoice, and that one has its own rules and a...
Support & Account 235 Which e-mail is which: account e-mail, domain contact e-mail, mailbox and support e-mail The short answer: you have, at least, four kinds of e-mail around you, and mixing them up is behind many notices...
Support & Account 206 Which password is which: client area, cPanel, e-mail, FTP, database and WordPress The short answer: a site with e-mail and a database has six or seven different passwords, and each one only works in...
Support & Account 195 The parts of a web address: scheme, domain, port, path, query and fragment The short answer: a web address (a URL) is read from left to right, in pieces, and each piece is handled by a...
Support & Account 204 Spaces, accents and symbols in links and file names: URL encoding without broken links The short answer: an address can only carry a limited set of characters. Everything else (a space, an accented...
Support & Account 176 Relative or absolute links: what breaks when a site moves to another domain or folder The short answer: a link or an image can name its target in four ways: absolute...