• Ready for a Free Expert Website Check? Click Here

Xpancom Frequently Asked Questions

Pre-Sales Questions

Is there a minimum time contract/commitment?
How soon will my account be set up and ready for use?
Do I have access to update my site 24 hours a day?
Can you register a domain name for me?
Do you offer a money back guarantee?
I see some hosts offering "unlimited bandwidth". Why don't you offer this?
Do you host Adult sites, warez sites or sites containing illegal material?
Is my site backed up and how often?
How fast are your connections?

Technical Questions

I changed my control panel password and now I can't get in.
How do I get my email?
My domain name hasn't transferred yet. How long will it take?
What is my Web site path?
Where should I put PHP scripts for my domain?
I uploaded my files, but I don't see my page?

Account and Billing Questions

Can I upgrade my plan or features later?
How can I change my account or billing information?
What happens if I go over the bandwidth limit for my account?
What is the cost for additional features?
How do I cancel my Account?
What about billing and overdue policies?

Pre-Sales Answers

Is there a minimum time contract/commitment?
Not at all. You can pay monthly, quarterly, or yearly. You can also cancel at any time.

How soon will my account be set up and ready for use?
Account orders are placed in a queue and are processed in the order in which they are received. Your site can be uploaded to our servers immediately and your domain name will be accessible within 24-48 hours the domain name server change to our server DNS.

Do I have access to update my site 24 hours a day?
Absolutely. Whether you're a day person or a night owl, your site is available for you to update.

Can you register a domain name for me? Can you set up domains other than .com, .org, and Net?
Click Here and you can order your domain name directly through our Website within a few minutes. Yes you can host all top level domain names with our service.

Do you offer a money back guarantee?
Yes. If for any reason during the first 60 days as a Xpancom.com customer, you are not completely satisfied with any of our services, we will cancel your account and refund your money for that month's service.

I see some hosts offering "unlimited bandwidth". Why don't you offer this?
We do offer this!

Do you host Adult sites, warez sites or sites containing illegal material?
No. Please see our Acceptable Use Policy for policies regarding this.

Is my site backed up and how often?
It is the clients responsibility to do all back ups of their site. If, in the unfortunate event, something happens to your files, it is your responsibility to have a local copy of your files. We are NOT held liable in any way for any files, money, time, effort, etc... lost due to this unfortunate event. Furthermore, if your files are lost, we will attempt to restore them as a gesture of good faith, but make no promises what so ever about whether the files will be brought back successfully or not. Again, back ups are the client's responsibility.

How fast are your connections?
Our data center:
  • Is connected to the Internet via redundant, full-duplex fiber-optic connections to multiple backbone providers.
  • Is located in a seismically and meteorologically stable geographic area.
  • Is directed by redundant BGP4 routers and VLAN distribution switches.
  • Is served by powerful shared or dedicated Linux machines that are custom built for speed and stability.
  • Is powered by uninterruptible power systems with backup diesel generators.
  • Your Website will be protected in our Data "Vault" which features:
    • redundant HVAC temperature control systems
    • smoke and moisture alarms
    • advanced fire suppression systems
    • two-stage secure entry
    • steel mesh enforced walls and steel entrance doors
    • motion sensors and security cameras
Top of Page

Technical Answers

I changed my control panel password and now I can't get in.
Passwords are case sensitive and are limited to 8 characters. If you entered a password longer than 8 characters please try entering the first 8 characters when logging into your control panel.

How do I get my email?
If you're familiar with your email client's setup, use the following information to retrieve email from your POP account: Incoming mail (POP3) server:
mail.yourdomain.com

Outgoing mail (SMTP) server:
mail.yourdomain.com * set SMTP authorization within your email program to have the server authenticate you as a registered account holder.

My domain name hasn't transferred yet. How long will it take?
Typically it takes up to 24 hours for a transferred name to be fully propagated across the Internet. The Welcome email we send you has complete details on uploading your site to the server immediately through a FTP application. You can upload and access your Website through your browser and email services once your transfer is complete.

What paths should PHP scripts use on a virtual/shared server?
Domain Path: /var/www/vhosts/yourdomainname.com/httpdocs
(puts you in your web directory)

Where should I put PHP scripts for my domain?
All PHP scripts should be uploaded to the root folder for your domain or in subfolders. Be sure to follow the instructions for the script you are uploading regarding setting permissions on the files and folders you create, as they vary from script to script

I uploaded my files, but I don't see my page?
If our default Web Hosting page (index.html) has not been replaced by another index page, then anyone going to your domainname.com will still see that default page instead of your home page. This is the order in which the web server looks for a page to put up as the "home" page: DirectoryIndex: index.html, index.php 

Top of Page

Account and Billing Answers

Can I upgrade my plan or features later?
You can purchase new or expanded features, or upgrade to a new plan. There is no set up fee for upgrading.

How can I change my account or billing information?
If you need to update your account or billing information please contact us here: Account Maintenance

What happens if I go over the bandwidth limit for my account?
If you exceed the bandwidth limit for your account the overage amount will be automatically billed at a rate of $5 per gigabyte per month.

What is the cost for additional features?
You can add additional features to the plan that you signed up for. Below are the rates for some commonly added features. Disk space - $10 per 20MB per month.
Bandwidth - $20 per gigabyte per month

How do I cancel my Account?
You can cancel your account at any time by sending email to sales at xpancom.com. There are no cancellation fees, and no notice is required. Any fees paid to that point are non-refundable, unless cancellation is made within 60 days of opening the account. 

What about billing and over due policies?
Accounts will be given a grace period of 7 days, if payment is not received within the grace period your account will be suspended and a default under construction page will be placed as your home page. If payment is not received within one month, your site will be removed from our servers.

Top of Page

Our team has the experience to transform your business vision into an effective online solution. Whether you are looking to market your products and services more effectively or looking to create new profit streams, we have a solution to fit your needs. Please visit our Sitemap page to learn more about our services or contact us online with any questions.