Quick Start Frequently Asked Questions (FAQs)

What is Web Hosting Magic?

Web Hosting Magic is a cloud web hosting platform that businesses, companies, and government agencies use to launch run, and scale feature-rich, high-performing cPanel & WHM, and Plesk servers on Google Cloud, AWS Cloud, or Microsoft Azure.

Our services also enable website owners and developers to create/host high-performance, ultra-fast, ultra-scalable, ultra-secure websites/applications, blogs, online stores, landing pages, and email hosting with high availability and low latency.

For pure cPanel & WHM web hosting, Web Hosting Magic serves customers from data centers in Oregon, North Virginia, Ohio, Tokyo, Japan, Singapore, Frankfurt, Germany and etc.

For private virtual machines (VMs) and bare metals (dedicated servers), Web Hosting Magic can deploy these to almost every region of the world.

AegisHawk LLC (a State of Georgia (United States) registered LLC) is the parent company of Web Hosting Magic.

Web Hosting

What happens if I consume more bandwidth than what's included in my plan?

Our paid plans come with on-limit or higher bandwidth soft limits.

For web hosting packages with bandwidth limits, bandwidth is reset at the end of each month.

If you exceed or go beyond your monthly bandwidth, you will have to:

• purchase extra bandwidth for the month by visiting https://dashboard.webhostingmagic.com/cart.php?gid=addons and selecting Additional Bandwidth or
• upgrade to the next available higher hosting plan or
• contact our account team to manually adjust your bandwidth and be billed for your overage without any disruption to your service

Failing to upgrade during a reasonable period of time may result in service disruption.

How do I check my order status?

You will likely find the details about your service order and status at Servicedashboard.

If your order is in "pending" mode, it means that the account team is still evaluating the order.

In such case, please exercise a bit of patience or contact the account team if the order is taking longer than expected to be accepted or deployed.

You will also see " pending" if you haven't confirmed the email address that is attached to your account.

In such a situation, checking your inbox (including the spam folder) and clicking the sent email will automatically verify the address.

You can also choose to have that resent.

If you have placed an order and your order failed due to a payment issue, it will likely be in a "canceled"status.

In such a situation, either visit your Billing & Paymentsand add a new payment method.

Once done, please ask the account team to manually accept the order.

If the payment issue continues, please contact your financial institution for help.

You can also visit https://dashboard.webhostingmagic.com/knowledgebase/6/Accounts-Billing-and-Payments to learn more about potential solutions to payment or billing issues.

How long does the account verification take?

When you create a hosting account, our fraud prevention systems runs an automatic account verification process (non-invasive identity checks) using the data you provided during the ordering process.

Why is my web hosting order taking so long to start?

Web hosting or domain orders are often accepted and deployed in real-time (often in minutes) except when:

• the customer hasn't validated the email address used to create the account (please check your inbox including the spam folder) or
• an additional step is required to complete the payment verification or
• the order requires additional validation (we use Validation.com to perform automated customer identity verification when customers fail a fraud check) or
• in the case of private virtual machines and dedicated servers, additional configuration is needed to complete the deployment

In any of the above probable situations, we will work with you to complete the order process within or in less than 6-7 hrs.

Are there any setup or hidden fees?

Nope. You pay only for the services listed when making a payment. There are no additional fees added to your account. Please do note that a setup fee may apply for private virtual machines/dedicated bare metals if it is an unmanaged machine.

Where can I find pricing and billing information?

Read the Pricing pagefor detailed information on pricing.

What are my support options?

See the Support levelsfor information about support options.

Do Web Hosting Magic offer cPanel/WHM licenses?

As a customer with a shared hosting plan, you already have access to the latest cPanel version with all its features when logged in to cPanel.

The same applies to customers who want to resell cPanel under their own brand. The set of customers will get access to cPanel & WHM (Web Host Manager) reseller interface.

To own an actual cPanel WHM license, all that is required is to use either our private virtual server or a cPanel dedicated server.

What is a virtual CPU (total CPU cores) in Web Hosting Magic?

On Web Hosting Magic, each virtual CPU (vCPU) is implemented as a single hardware hyper-thread on one of the available CPU Platforms. A CPU offers multiple physical processors, and each of these processors is referred to as a core. A single CPU core can run as multiple hardware multi-threads through Simultaneous multi-threading (SMT), which is known on Intel processors as Intel® Hyper-Threading Technology. Each hardware multi-thread is called a virtual CPU (vCPU).

How often do scheduled infrastructure maintenance events happen?

Infrastructure maintenance events don't have a set interval between occurrences, but generally happen once every two weeks and take not more than 3-5 minutes to be completed. Naturally, our intent is to minimize downtime as much as possible. So often than not, this happens without it impacting your workload. Moreover, you will be notified before this process is initiated. You can subscribe to alerts at https://status.webhostingmagic.com/

Does Web Hosting Magic have a free trial?

Yes, we offer 30 days of Web Hosting Magic service to new customers. We will need to get your billing details to get your account set up, but you will only be charged after the free trial is over. Sign up for the free trial in minutes.

How do I cancel my trial if I decide not to use Web Hosting Magic?

You can cancel your subscription at anytime in the Customer Console dashboard. If you cancel within your 29 day trial period, your account will be terminated and the data erased and you are charged for used resources.

What is the cost to setup and migrate to Web Hosting Magic?

You can migrate your website at no additional cost. Our Migration Support team is available to help if needed. If you would like someone to do the setup and migration for your company, please contact us. To learn more, visit system-migration-service.html

Which hosting package should I choose?

Web Hosting Magic is fast scaling.

Upgrading is as simple as clicking a button.

The most important hosting resources are CPU, memory, storage, and networking capacity.

If your website is still in development (build and stage environments) or want to build a proof-of-concept, you can start with our AdaptiveOriginor HardenedPHP Origin.

When you are ready for production, you upgrade the account to the next tier (AdaptiveStarter/HardenedPHP Starter or AdaptivePro/HardenedPHP Pro).

If your website is production ready or you want to start off with a package that strides the middle ground, go for AdaptiveStarter or HardenedPHP Starter.

For a good balance of compute, memory, and network resources, AdaptivePro or HardenedPHP Pro is a good choice for many applications.

The Pro tier ensures that you can sleep soundly at night.

And should you need more than what these packages provide, there are even more tiers to scale up to.

For example, you can scale your storage to up to 5TB.

The processing core and network bandwidth available, you can theoretically scale your account to 64 vCPUs and 20 Gbps network bandwidth.

So no matter the hosting package you start with, your applications will benefit from high-performance processors, scalable memory/storage and Tier-1 networking capacity.

Can I host WordPress on either of the above packages?

You certainly can host WordPress with all the web hosting packages.

The difference between these and the dedicated WordPress hosting packages at https://dashboard.webhostingmagic.com/store/install-cms-wordpress are:

• with WordPress packages, you can install WordPress right from the billing console. With the other hosting packages, you will need to log in to cPanel, and select either WordPress Toolkit or Softaculous WordPress Manager to be able to install WordPress
• the subscription for WordPress packages are priced per month, per annual (12-months) and per biennial (24-months)

Do you offer mail hosting?

There are two approaches to hosting email on out platform.

One is using an email list via Mailman (available to every web hosting account).

The Mailman documentation is at https://dashboard.webhostingmagic.com/knowledgebase/447/How-To-Create-Mailing-Lists-in-and-with-cPanel.html

The other is using our Webmail services which is available at https://dashboard.webhostingmagic.com/store/webmail-hosting

I can't find my cPanel. Where is it?

When a new web hosting is provisioned, you will receive an email with the subject: Your Web Hosting Magic New Account Information.

The same applies to cPanel private virtual machines or dedicated (bare-metals) servers.

The first step is to check your inbox (including your spam folder) for this email. If you are unable to locate it, please do let us know either via the live chat or by opening a ticket at https://dashboard.webhostingmagic.com/submitticket.php

Once you have seen the email from us, please proceed to the page at cpanel-login.htmlto learn how to access your cPanel & WHM interfaces.

Will you increase from hosting cost later?

No. Every pricing you see on those pages is what you are charged monthly or yearly. We don't nickel-dime our customers and we don't play any sort of games with our customers too.
Our shared hosting accounts doesn't have set-up fees and there are simply no hidden charges. We don't also try to up-sell you and there are unpleasant surprises down the road.

If there is ever a need for an increase in price, you will receive notification for that and 45 days grace period before it kicks in.

I am student. Do you offer discounts?

If you're a student at a higher learning institution and university, you may be eligible for a 50% discount. Chat with us or send us an email with a valid student ID, school-issued, or a .edu email address to get your promo code.

How do I upgrade my hosting account?

1. Login to your billing account.
2. Click on Products from the Account drop-down.
3. Select the account that you wished to upgrade by clicking on Active.
4. Click on Upgrade/Downgrade.
5. Make a selection from the available options.

The system will upgrade your account once your payment is received.

How do I get started?

Please visit our product page at https://dashboard.webhostingmagic.com/store/web-hosting-packages and select a web hosting package.

Optionally, select another line of product or service.

The system will take you through the process. SHould you need assistance with the process, please do let us know at team@webhostingmagic.com

Domain and DNS

What are your name-servers?

Our name-servers are:

• ns1.mydnsnode.com
• ns2.mydnsnode.com
• ns3.mydnsnode.com
• ns4.mydnsnode.com

Is your domain migration free?

Not really since you have to pay for another year. But when the domain transfer is completed, another year is added to it. So, the cost of the transfer is actually the cost for the next annual registration.

Does Web Hosting Magic offer DNS services?

As part of our web hosting service, customers can use Web Hosting Magic DNS. In fact, we recommend using this since it's free and more reliable than any other DNS service provider and it gives our technical team easier access to trouble-shoot DNS related issues faster.

However, for enterprise customers, we also offer a custom DNS integration service that is built on top of Google's Cloud DNS. Should a customer prefer to use Amazon Route 56, we are also capable of handling the complete architectural design and integration.

What is a TTL?

Time to live (TTL) refers to the amount of time or “hops” that a sent packet can exist inside a network before being discarded.

It determines how long a DNS cache server can serve a DNS record before reaching out to the authoritative DNS server and getting a new copy of the record.

If you are transferring a domain or a web hosting account, set the TTL times on your DNS to a short value (something like 300 seconds will do) 12-24 hrs, before the actual migration and DNS changes.

What happens to my domain registration if I cancel hosting?

If you registered your domain with us, then we will keep your domain registration active even if you cancel your hosting service. You will be billed for your domain registration only at the next renewal date.

If you no longer want the domain registration, then you should not renew it at the next billing term.

Please note that domain registration fees are not refundable. However, if you do not renew your domain registration, others may register it. Unless you are certain about releasing the domain name, it's better to continue the registration so you don't lose it.

Which domain endings does Web Hosting Magic Domains offer?

With over 530 domain endings to choose from, Web Hosting MagicDomains makes it easy to find a simple, memorable domain that's just right for you. Visit our TLD Overview page to see the full list of endings available.

How much does a Web Hosting Magic domain cost?

Web Hosting Magic domains start at $12 per year (depending on the TLD) and includes premium features like, 2-factor authentication, secure and reliable DNS, email forwarding, and more. The cost of your domain will depend on the exact domain name you choose. Our pricing is always transparent with no surprises.

Can I transfer my existing domain to Web Hosting Magic Domains?

Definitely. Transferring a domain can take up to 5 days and involves a few steps, including unlocking your domain with the current registrar. After you initiate transfer, you'll see the domain and the status of its transfer listed on your My Domains page. Please visit our domain name transfer page to start.

Can other people help me manage my domain?

You can easily share permissions so other people can manage your domain's registration, web presence, and DNS settings. Sharing a domain won't change its ownership — it's still yours. But be careful with the level of permission you grant the assignee.

Is a domain included as a part of my web hosting service?

No, the cost of a domain is separate from web hosting. During signup, you will specify the domain you want to use with your web hosting account. If you don't yet own the domain, you can purchase a new one for an additional fee.

Can I use my own domain with Web Hosting Magic? If I don't have an existing domain, what should I do?

Yes. If you already have a domain, you can use it when signing up for web hosting service. If you don't have a domain or want to use a different one with Web Hosting Magic, you can purchase a domain of your choice (if available) from Web Hosting Magic.

Billing & Payments

What payment methods do you accept?

Web Hosting Magic accepts Visa, Mastercard, American Express, JCB, and Discover credit, and debit cards. For products that support it, customers may also pay using cryptocurrencies.

These checks usually take just a few moments to run and once everything checks out, your account is accepted and deployed.

Occasionally we may need further documentation from you if an order needs manual intervention and this can take a little longer. If we do, we will be in touch, and the verification process should take no more than a day.

Do you store credit card information?

No we don't. Web Hosting Magic uses tokenized payment gateways where the sensitive payment data is stored remotely by the payment gateway and thus doesn't store anything locally.

Tokenization is the replacement of sensitive payment information with a unique identifier (a token).

When we collect a customer's payment information, a token is created and the credit card information is submitted to and stored remotely by our payment processors.

Even in an unlikely event of a data breach or unauthorized access, the local system does not risk exposing customers' sensitive payment information.

What is your hosting refund policy?

Web Hosting Magic hosting refund policy can be found at www.webhostingmagic.com/refund-policy.html.

Please note that we offer non-tangible and non-returnable goods and thus only issue refunds to specific hosting products/services once the order is finalized and the product is activated.

How long does it take to process a refund?

If and when a customer meets our refund criteria, our payment processors often submit refunds to your customer's bank immediately. Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up in your bank account.

If you are unable to see the refund after ten business days and still see the original charge on your bank statement, please reach out to your bank for more information.

What billing cycles does Web Hosting Magic offer?

Depending on the solution you opt for, we offer monthly and annual billing options. If you decide to pay upfront, talk to your sales representative about some of our great discounts.

Can I pay with a debit card?

Yes, you can pay for hosting plans and services and debit cards are accepted. As long as it is a valid card that is genuinely yours and one that you can verify, it will be OK.

My hosting order was declared a fraud. What should I do now?

Our systems run checks on each order. If the check passes, the order is accepted and deployed. If the check is not successful, the system rejects it but alerts the account team.

But sometimes, an order risk score may be too high that our account team might not even consider manual verification. In such a case, there is little we can do to help.

Why was my credit or debit card declined?

Declines can happen for a variety of reasons and frankly, we usually don't have much information as to why a specific charge was declined.

In most cases, it is the issuing bank that decides whether a credit card should be declined or not.

The correctness of the card number, the expiration date, and CVC are the primary factors banks take into account when deciding whether a transaction should be accepted or not.

Every bank has its automated systems that take various signals into accounts, such as customers' spending habits, account balance, and the aforementioned card information. Since these signals are constantly changing, even a previously successful card might be declined in the future.

Even if all of the card details are correct and there were successful payments before, a future charge can still be declined by a bank's fraud checking systems.

Now, even though we don't have much information as to why a particular charge is specifically declined, there are several options that can resolve the issue:

1. If you are using a VPN, deactivate it, and clear your local cache to use your locally assigned IP. Please see https://dashboard.webhostingmagic.com/knowledgebase/360/How-To-Clear-Your-Browser-and-Local-System-DNS-Cache.html to see how to clear your to cache.
2. Use another web browser and disable any add-ons/extensions/plugins that may block the actions with the card.
3. Make sure that your actions are not blocked by a firewall.
4. Login to your try removing your card and then adding it back to your account. You can view, edit (update descriptions and expiry date), delete (if enabled) and manage Pay Methods via the Payment Methods page accessible from the Billing and Account sub-menus within the Client Area.
5. Make sure there are no limits on online payments set to your card. If for some reason you cannot make a purchase or deposit the whole amount at once, it is recommended that you try adding funds in smaller increments, e.g. $5.00 at a time. Exceeding the limits for online payments may also be the root cause of the decline.

If none of the listed methods works, please contact our Billing Support Team with your order number, web browser version and the OS installed on your computer so we can investigate the situation further. A screenshot of the error will be of help a lot.

Do you include VAT in your prices?

Prices are tax-inclusive and we do not supply VAT documentation as we do not tax any domain purchases or value-added services. If you are in need of the Web Hosting Magic EIN (Employer Identification Number)or DUNS (Data Universal Numbering System) Number, please ask us for these.

What currency do you charge in?

Web Hosting Magic accepts payments in US Dollars (USD) though we are testing the acceptance of other currencies and/or digital assets. If you would like to pay in a currency other than $USD, please do let the account team know.

What is CVV code and how to find it?

The CVV Number (Card Verification Value) is a 3-digit, non-embossed number printed after the card account number. This number is recorded as an additional security precaution.
This security code has different names:

• CID or Unique Card Code - American Express
• CVV2 or Card Verification Value 2 - Visa
• CVC2 or Card Validation Code - MasterCard

For Visa/Mastercard/Discover, the three-digit CVV number is printed on the signature panel on the back of the card right after the card's account number.

For American Express, the four-digit CVV number is printed on the front of the card above the card account number.

Due to security reasons we require your credit/debit card verification number (CVV) for MasterCard/Visa/Discover or card identification number (CID) for American Express cards before we can process your payment with the purpose of establishing the owner's identity and minimizing the fraud risk.

What is the policy for late/non-delivery of hosting product or service I ordered online?

Our support teams work diligently to make sure that your hosting order is provisioned on time. If for any reason your hosting or domain order was delayed, please do submit a ticket to our account support team. We promise that we will do everything we can to help you successfully resolve your issue.

When will my credit card be charged?

We'll attempt to securely charge your credit card at the point of purchase online. If there's a problem, you'll be notified on the spot and prompted to use another card. Once we receive verification of sufficient funds, your payment will be completed and transferred securely to us. Your account will be charged in 24 to 48 hours.

How can I add funds to my Web Hosting Magic account?

If you want to deposit money in advance (e.g. when you want to place a number of orders, or they are going on vacation), you can use your Account Prefunding/Credit feature.
To add funds as a client:

1. Log in to the client area.
2. Click Add Funds on the client area homepage.
3. Enter the amount to add, which can be anything between the minimum and maximum you have set. The system displays the minimum and maximum on the page.
4. Choose a payment method and click Add Funds to go to the gateway to pay.

After the fund has added funds to your account if you place any new orders, the system will automatically apply a credit to them and mark the invoices paid instantly and automatically on checkout.

Please note that a customer cannot add funds until they have at least one active approved order in their account. This is to prevent fraudulent use.

How do I cancel a hosting product or service?

Our billing system makes it very easy to do so by completely automating the process of product cancellation. Customers can request the cancellation of any of their products & services directly by clicking the Request Cancellation button on the product details page in the client area.

You will be prompted to provide a cancellation reason and provided 2 choices for the cancellation - either Instant (on the next cron run) or at the End of the Current Billing Cycle.

If a matching domain exists under the customer's account in active status with Auto Renew enabled, the customer is given the option to disable auto-renew too - thereby leaving the domain to expire.

Any unpaid invoices for the product will be canceled & a notification email is sent.

Once done, any services with a cancellation request due will be terminated, the status changed to Canceled and your payment method will not be charged for the following month.

Security

Can I grant web hosting administrative privileges to other users?

Yes. You can grant someone you trust (a friend, web developer, etc) primary administrative privileges by sharing your admin username, password, and two-actor authentication (2FA). Doing so grants the user access to your cPanel (or Plesk) Admin console and he or she can perform all tasks in the cPanel (or Plesk) interface. You can also assign an administrator a role that limits which tasks the administrator can perform.

I'm stuck on a step in my cPanel. Where can I find help?

First, read through the questions and check search within the resources at our knowledgebase.

If you are unable to see a topic that address the issue, visit https://dashboard.webhostingmagic.com/submitticket.php to get support from our engineers.

How does Web Hosting Magic protect against hackers and other intruders?

Web Hosting Magic has been built from the ground up to mitigate the unique threats for most web hosting services and to meet security standards based on industry best practices.

Our web hosting infrastructure is built on Google Cloud Platform (GCP) and Amazon Web Services (AWS Cloud). That means the same unique security benefits, technology, scale, and agility that these mega infrastructures bring to the table.

Web Hosting Magic's security engineers work around the clock to spot threats early and respond quickly.

We have an outstanding track record of protecting customers' websites and user data. We protect this data from outside intrusions as well as insider threats.

Here are a few examples of how security and reliability are at the core of what we do:

• Tightly restricting and monitoring any internal access to user data. The small set of employees with access is subject to rigorous authentication measures, detailed logging, and activity scanning to detect inappropriate access via log analysis.
• Using custom hardened operating system and file system that has been optimized for security and performance.
• Encrypting all network communications with SSL/TLS, Perfect Forward Secrecy, and HTTP Strict Transport Security (HSTS).
• Encrypting data in transit, between each data center and data is encrypted at rest in our cloud hosting services. Data is encrypted using 128-bit or stronger Advanced Encryption Standard (AES). Web Hosting Magic encrypts data (databases, files, and backups) in transit, between each data center and data is encrypted at rest in our cloud hosting services. Data is encrypted using 128-bit or stronger Advanced Encryption Standard (AES).
• Enforcing strong password creation, password managers, client encryption, mobile device management, screen locking, using two-factor authentication, and storing bcrypt hashes instead of storing user passwords.
• Running our own vulnerability disclosure/bug bounty programs and working with security experts to quickly respond to any threats or weaknesses as they emerge.
• Ensuring that all employees undergoes criminal background check prior to hiring.

You can learn more about our security at our featuresand securitypages.

How do I protect myself from accidental data deletion?

Web Hosting Magic offers several different options (via cPanel) for you to protect your data from accidental deletion and disaster recovery.

Privacy & Legal

How does Web Hosting Magic respond to government requests for data?

Respect for the privacy and security of the data you store with Web Hosting Magic underpins our approach to producing data in response to legal requests. When we receive such a request, our team reviews the request to make sure it satisfies legal requirements and Web Hosting Magic's policies. Generally speaking, for Web Hosting Magic to produce any data, the request must be made in writing, signed by an authorized official of the requesting agency, and issued under an appropriate law. If we believe a request is overly broad, we'll seek to narrow it. For more information, visit Web Hosting Magic's Transparency Report.

Where is my data stored?

Where storage stores your data depends on the location in which your data resides which you choose during the initial order configuration. Should you want the data move to a different location/region, please do contact our migration team.

I believe some content hosted on your service is inappropriate, how do I report it?

Certain types of content are not allowed on our service; please refer to the Acceptable Use Policy for details. If you believe a piece of content is in violation of our policies, report it using the report abuse page.

Does Web Hosting Magic offer a service level agreement (SLA)?

Yes. You are covered under our Service Level Agreement. You can use the SLA Financial Credit Eligibility form to notify Web Hosting Magic of SLA Financial Credit eligibility.

Where is Web Hosting Magic physically located?

Web Hosting Magic works as a distributive team.

As an organization, we adopted a remote-first approach even before it became a thing.

So everything we do is literally virtually-driven.

This enable us not only to hire the smartest and most able individuals we can find, but it also offers each member of our team unprecedented work-life harmony.

• hire the smartest and most able individuals we can find
• offers each member of our team unprecedented work-life harmony
• keep our service & operational cost manageable enough that we can pass these savings to our customers
• maintain the agility and nimbleness of a young technology company
• continuously deliver quality web hosting services that customers will be delighted with
• maintain the agility and nimbleness of a young technology company

This does not in anyway impact on our ability to support the many businesses and customers that we serve.

To us, providing the best possible customer experience and going the extra mile for our customers are not only effective marketing tool, but also a competitive differentiator, and a cornerstone of our brand.

No matter where the engineer serving you is located (having a picnic with his or her family at the beach, daring nature in the mountains/desert or working out from his/her own home office), our culture allows the flexibility to meet you (the customer) at the point of your need.

However, should you want to send us a package or a snail mail, we have three (3) officesin Atlanta, Delaware and Japan for these.

Should you want physically meet with an engineer or our sales team (distance permitting), we will be delighted. Just let us know where and when.

Where can I send feedback?

For billing-related questions, you can send questions to the appropriate support channel.

For feature requests, please visit feature-request.html

For bug reports, visit https://dashboard.webhostingmagic.com/knowledgebase/313/How-To-Submit-A-Support-Ticket-To-Web-Hosting-Magic.htmlfor tips for writing the case description. Then submit an issue using our bug report page.

If you would like to share any feedback, suggestions, or corrections, please provide the details at feature-request.html. Your feedback is welcome and appreciated.

I have a different billing question. What should I do?

Please visit https://dashboard.webhostingmagic.com/knowledgebase/6/Accounts-Billing-and-Payments for detailed answers to question you might have about our billing.

If that still is unable to meet your need, just let us know by submitting a support ticket.