Support

Contact us

Not a reseller of Resello? Use the support form below to contact us. Existing resellers should log in their Reseller Area and click on 'My tickets' in the 'Support' menu.

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Introducing the Resello status page

Use the Resello status page to get an overview of past incidents, real-time status information of our applications, email, hosting, and other components (API, Reseller Platform). Click here to go to our status page.

Reseller FAQ

  • Billing
    • How do I credit an invoice, or create a new invoice?
      Credit an invoice:
      1. Log in to the Reseller Area;
      2. Go to 'Customers' and find the right customer;
      3. Click on 'Details' and go to 'Invoices';
      4. Click on 'Details' behind the invoice you want to credit;
      5. Select 'Invoice Actions' in the upper right corner;
      6. Click on 'Credit' to credit the invoice;
      7. Select which products you want to credit and click on 'Create';
      8. Edit the invoice and click 'Save' to apply changes.

      Create a custom invoice:
      1. Log in to the Reseller Area;
      2. Go to 'Customers' and find the right customer;
      3. Click on the customer and go to the Invoices tab;
      4. Select 'Customer actions' in the upper right corner;
      5. Click on 'Create invoice';
      6. Edit the details of the invoice and click 'Save' to apply changes.
    • How can I ask for a refund?
      To request a refund from Resello, please submit a support ticket from your Reseller Area. In this ticket, explain why you are requesting a refund.
    • How do I filter my invoices?
      To filter your invoices, log in to your Reseller Area. By going to 'Finance' -> 'Invoices' -> 'Overview', you are presented with all the invoices of your customers and sub-resellers. Please use the filters to filter invoices as required.
    • How do tax rules work?
      Taxes are an easy way to add the tax rate for your country to your products. This ensures that you will not need to do this afterwards. To set a tax rule, log in to your Reseller Area, and select the Tax Rules option under 'Finance' -> 'Invoices'. You can include and set tax rules here.

      Your customers and resellers will be charged with this tax rate. Your resellers are allowed to set a different tax rate (as this may differ in their locale)."
    • How do I set up a tax rule to collect tax from my customers (and indirectly, my resellers)?
      To set a tax rule, log in to your Reseller Area. Then go to 'Finance' -> 'Invoices' -> 'Tax rules'. Go to 'Actions' and choose 'Add tax rule'. Configure the settings for which you want this to apply, and select 'Save' at the bottom to add the rule.
    • How can I add funds to my account?
      You can deposit funds onto your account by going to 'Finance' -> 'Billing' -> 'Overview'. Here you can see the Actions option where you can add a deposit. You can also start a deposit from your Dashboard.
    • How do I balance an invoice?
      To balance an invoice, log in to your Reseller Area. After logging in, find your customer for which you want to balance your invoice, and locate his invoices at 'Finance' -> 'Overview'. After opening it, close the current invoice. You will be asked immediately whether you wish to create a credit invoice to balance the debit invoice. Both will be closed, if you accept.
    • How can I add an invoice sequence?
      To add an invoice sequence, log in to the Reseller Area. Go to 'Finance' -> 'Invoices' -> 'Invoice Sequence'. Click on 'Actions' -> 'Create invoice sequence'. Fill in the details and click on 'Save' to apply changes.
    • How can I change an invoice sequence?
      To change an invoice sequence, log in to the Reseller Area. Go to 'Finance' -> 'Invoices' -> 'Invoice Sequence'. Click on 'modify' behind the sequence you want to change. Fill in the details and click on 'Save' to apply changes.
    • How can I add an invoice template?
      To add an invoice template, log in to the Reseller Area. Go to 'Finance' -> 'Invoices' -> 'Templates'. Go to 'Actions' and click on 'Create invoice template'. Fill in the details and click on 'Save' to apply changes.
    • How can I change an invoice template?
      To change an invoice template, log in to the Reseller Area. Go to 'Finance' -> 'Invoices' -> 'Templates'. Click 'modify' behind the template you want to edit. Fill in the details and click on 'Save' to apply changes.
    • How can I add tax rules?
      To set a tax rule, log in to your Reseller Area. Then go to 'Finance' -> 'Invoices' -> 'Tax rules'. Go to 'Actions' and choose 'Add tax rule'. Configure the settings for which you want this to apply, and select 'Save' at the bottom to add the rule.
    • How can I change tax rules?
      To change a tax rule, log in to the Reseller Area. Go to 'Finance' -> 'Invoices' -> 'Tax rules'. Click 'modify' behind the rule you wish to edit. Fill in the details and click on 'Save' to apply changes.
    • Is my balance sufficient with my reseller/Resello for orders to complete?
      To check your balance, log in to your Reseller Area. Then go to 'Finance' -> 'Billing' -> 'Overview'. Here, you may view your balance. If it seems to be on the low end, correct this by depositing additional funds.
    • How do I add a watermark to my balance?
      To add a watermark to your balance, please log in to your Reseller Area. Go to 'Finance' -> 'Balance' -> 'Overview'. Click on 'Actions' -> 'Set EUR watermarks'. Fill in the details and click on 'Save' to apply changes.
    • How do I create a new invoice?
      To create a new invoice, log in to your Reseller Area. Find the customer you're looking for, and open his account. At details, select 'Customer actions' and then 'Create invoice' to open a draft invoice which you can freely edit.

      After you're satisfied with the invoice, set the invoice to open. The customer will be able to pay it through his Customer Area, with your usual payment methods.
    • Which invoices are still open?
      To see which invoices are still open, log in to your Reseller Area. Under 'Finance' -> 'Invoices' -> 'Overview', select the 'Open' filter.

      You may also select this filter under the Invoices tab in the customer's account.
    • Which invoices have been completed?
      To see which invoices are closed, log in to your Reseller Area. Under Finance -> Invoices -> Overview, select the 'Closed' filter.

      You may also select this filter under the Invoices tab in the customer's account.
    • How do I close an invoice?
      1. Log in to the Reseller Area;
      2. Go to 'Customers' and find the right customer;
      3. Click on the customers details and go to the Orders tab;
      4. Click on 'Details' behind the invoice you want to close;
      5. Select 'Actions' in the upper right corner;
      6. Click on 'Close' and confirm.
    • How do I activate prepaid delivery?
      Currently, prepaid delivery cannot be activated for customers. What you can do, however, is activate the automatic renew function. This allows you to make sure none of the products of this customer expire. To turn on auto-renew, log in to your Reseller Area. For a storefront activation, move to 'Settings' -> 'General settings' and check the 'Auto renew all products' option. To select this for a customer, find the customer, and open his account. At the Settings tab, check the option 'Auto renew products'.
  • Payments
    • What if a payment of a customer/sub-reseller bounces?
      In case of a payment bounce, you can find more information about the reason under the customer's profile. Log in to the Reseller Area, and visit the customer's profile. Select 'Finance' -> 'Payments' -> 'Overview', and click on 'Details' on the failed payment. On the next screen, 'Show' the payload to see a more detailed error.
    • How can a sub-reseller/customer restart a payment?
      A customer can restart a payment in his Customer Area. For a payment to be started, the invoice should be open. You can set the invoice state under 'Finance' -> 'Invoices' -> 'Overview', or under his customer profile. To do this, log in to your Reseller Area, and look for the customer using the search function. Under his Invoices tab at the details page, check the state of his invoice.

      Resellers have the option of making a deposit directly, if you allow them. To allow this, log in to your Reseller Area and open the Storefront. Go to 'Settings', and open the Resellers sub tab. Check the box which is marked with 'Accepts deposits'.
    • How do I check the payments which my customers, and sub-resellers made?
      To check payments that were made on your account, log in to your Reseller Area. Go to 'Finance' -> 'Payments' -> 'Overview'. Here you can see all the payments made by your sub-resellers, and customers.
    • How can I see a list of my transactions?
      To see a list of all your transactions, log in to the Reseller Area. Go to 'Finance' -> 'Balance' -> 'Transactions'. Here you see your transactions.
    • Which payments have I received from my customers and/or sub-resellers?
      To view your payment traffic, log in to your Reseller Area. Next, head to the Billing tab, and select 'Payments'. Here you may view all the payments conducted by your customers, and what the result of those payments was.

      For resellers, view the Transactions tab. This will list your payment traffic with Resello and your resellers.
    • How can I view the status of a customer payment?
      To see about a specific payment from a customer, and the result, log in to your Reseller Area. Find the customer for which the payment is conducted, go to 'Details' and open his Payments tab. Find the payment in question, and check the result. To check specific information from Adyen, click on 'Details', and select 'Show' at the payload column.
    • Which orders did my customers make?
      To see a list of orders, log in to your Reseller Area. Under the orders panel, you may view a complete list of orders that were placed, and by which customer they were placed.

      If you wish, you may view a list of orders specific to a customer by opening that customer's account, and selecting his Orders tab.
  • Orders
    • How do I cancel an order?
      1. Log in to the Reseller Area;
      2. Go to 'Customers' and find the right customer;
      3. Click on the customer and go to the Orders tab;
      4. Click on 'Details' behind the invoice you want to credit;
      5. Select 'Actions' in the upper right corner;
      6. Click on 'Cancel' and confirm.
    • How do I set the renewal reminder interval for email orders?
      To set the renew interval reminder, log in to your Reseller Area. Go to 'Label setting' for the Storefront you wish to set the renew interval reminder for, and open the Renewals tab. Under renewals, set the amount of days. A customer will receive a notification before his products expire.
    • Can I set email plans to auto-renew?
      To turn on auto-renew, log in to your Reseller Area. For a storefront activation, go to 'Settings' -> 'General settings' and check the 'Auto renew all products' option. To select this for a customer, find the customer, and open his account. At the Settings tab, check the option 'Auto renew products'.
    • Which orders were processed?
      To see a list of orders, log in to your Reseller Area. Under the orders panel, you may view a complete list of orders that were placed. You can also see if the order was completed, or on what it's currently holding. There are several options per order.

      If you wish, you may view a list of orders specific to a customer by opening that customer's account, and selecting his Orders tab. Here, you may also restart orders if you wish.
    • Which orders were paid?
      It is not possible to directly see what orders are paid for. As a reseller, you may choose to deliver products without payment. There are a few guidelines in the normal process:
      - Paid orders become completed;
      - Orders that can't be delivered take the 'Failed' state or the 'On hold' state.

      To see which orders were tagged as such, log in to your Reseller Area. Under the orders panel, you may view a complete list of orders that were placed. By using the filters, you can move through the different states the order is in.

      What might also work is to check the Invoices panel. Presuming you delivered the order manually, the invoice should still be open. This may be an effective filter as well."
    • How do I complete an order manually?
      To see a list of orders, log in to your Reseller Area. Under the Orders panel, you may view a complete list of orders that were placed. You can also see if the order was completed, or on what it's currently holding. In case you want to deliver this order manually, simply select the option behind the order.

      If you wish, you may view a list of orders specific to a customer by opening that customer's account, and selecting his Orders tab. Here, you may also restart or deliver orders, if you wish.
    • How do I cancel an order?
      To cancel an order, log in to your Reseller Area. Open the Orders panel, and select cancel if it applies to the order. You will be asked to create a credit invoice as well, to finish the billing part.

      If you wish, you may view a list of orders specific to a customer by opening that customer's account, and selecting his Orders tab. Here, you may also cancel or restart orders.
  • Domains
    • How do I organize the domain names in the Reseller Area?
      To list the domain names, log in to your Reseller Area, and go to 'Products' -> 'Domains' -> 'Overview'.

      In this tab, you can find the registrations, arranged chronologically. If you are looking for a specific domain name, use the search function. This are only the domains that are registered at your direct customers, not sub-resellers."
    • How do I change the default name servers used for registrations?
      You cannot change the default name servers for registration. The reason behind this is that the Customer Area (as well as the linking system with hosting and email plans) is updated through our own name servers.

      If you wish to use a different name server, feel free to set this up after your domain has been registered.
    • How do I transfer a domain name to another registrar?
      To transfer a domain to another registrar, log in to the Customer Area. Go to the Domains tab, and find the details of the domain you wish to transfer, then open the Authcode tab. Give the code displayed to your new registrar to move the domain.

      Keep in mind to keep your auth code safe, and only give it to the receiving registrar. Additionally, some domains may have an exceptional transfer procedure, or different requirements. Check our Domains FAQ for more information regarding these.
    • How do I change the auth code for a domain?
      It is not possible to change the auth code for a domain. The auth codes that are displayed are the codes directly drawn from our registrar. These are automatically correct.

      If, for any reason, an auth code prove incorrect, or require a change, please submit a support ticket. In this ticket, explain your request, and why another auth code is required.
    • How do I suspend, or unsuspend a domain name?
      To suspend a domain of one of your customers, open your Reseller Area. Next, search for the domain in question. Select the domain, and open the details. Lastly, uncheck the 'Is customer manageable' box.

      To restore the domain to the customer, simply check the box again.
    • Why does my forward/DNS forward not work?
      Occasionally, a forward will not work. There are several common causes to this.
      Redirect:
      - The server which hosts the redirected URL blocks this type of forwarding;
      - The URL is misspelled;
      - It may take a while (allow for 8 to 24 hours before it works).

      DNS:
      - The server does not recognize the hostname;
      - The IP address is wrong;
      - DNS update (again, 8 to 24 hours)."
    • How can I set the default name server information?
      To change a customer's registration data, log in to his Customer Area. You can do this through your Reseller Area, or simply explain the process to the customer. Find the domain at 'Products' -> 'Domains' -> 'Overview', and choose to edit the name server information.

      It's not possible to change the default name server information for your customers. Linking domains through the Customer Area is only possible through our own name servers. As such, this can only be done on a domain by domain basis.
    • How do I register a domain at Resello?
      To register a domain, log in to the Reseller Area. Go to 'Products' -> 'Domains' -> 'Overview' and go to 'Actions'. Choose to Register a new domain. Fill in the details and click on 'Show quote' to go to the next step and see the costs. Confirm to register the domain.
    • How do I transfer a domain to Resello?
      To transfer a domain, log in to the Reseller Area. Go to 'Products' -> 'Domains' -> 'Overview' and go to 'Actions'. Choose to Transfer domain. Fill in the details and click on 'Start transfer' to apply changes. Do not forget to provide the auth code at the Domains tab if applicable.
    • Which domains are about to expire?
      To see if a domain is about to expire, log in to the Reseller Area. Go to 'Products' -> 'Domains' -> 'Overview'. In the list of your domains, you will see a 'yes' in the expires column.
    • Which domains have been deleted?
      To see domains close to expiration, log in to your Reseller Area. Go to 'Products' -> 'Domains' -> 'Overview'. Select the 'Deleted domains', and press 'Filter' to apply. You will see the domains which have been deleted by your customers.
    • Which domains are being transferred by my customers?
      To see which domains your customers are currently transferring to you, log in to your Reseller Area. Go to 'Products' -> 'Domains' -> 'Transfers'. You will be presented with a list of transfers.
    • How do I change a IPS tag?
      There are two different procedures for changing the IPS tag for a domain:
      - Outgoing transfers: The customer can provide you with the new IPS tag, when he/she wishes to move a domain to another provider. You can then send this IPS tag to the registry and they will initiate the transfer.
      - Incoming transfers: The customer can use the normal procedure to transfer domains. The reseller will receive an email from the registry with the correct IPS tag. Send this IPS tag to the customer and they can initiate the transfer at their old provider.
    • What do the different whois contacts represent?
      There are four different whois contacts:
      - Registrant: the registrant is the person or company that registered the domain.
      - Admin: this is the contact that can be used for administrative purposes. This usually is the reseller.
      - Billing: this is the contact that can be used for billing purposes. This usually is the reseller.
      - Tech: this is the contact that can be used for support purposes. This usually is the reseller.

      These contacts can be changed by adding Generic contacts at 'Settings'. You can enable the contact at the Storefront. Go to 'Settings' -> 'General' and then the Domains tab. Select which contact you wish to use and click on 'Save' to apply.
    • Who is Realtime Register and what is their role in my business?
      Realtime Register is the registry we use to register domains. This company has a 10 year experience and is a very reliable partner. They can also provide your company with domain registrations.
    • How do I restore a domain from Quarantine/Redemption?
      You can restore domains from 'Products' -> 'Domains' -> 'Overview'. Search for the domain and go to 'details'. Go to 'Actions' and click on 'Restore'. Save to apply changes.
    • How do renewals work on *.uk?
      For a lot of TLD's there is a renewal grace period after the domain expired which gives you time to renew, even if the domain expired. The period differs on every TLD but often takes up to 30-45 days.

      For all *.uk domains the renewal period is 13 days prior to the expiration date of the domain. The choice of auto renewing the domain has to be made before renew grace starts.

      What happens if auto renew is enabled?
      - Your domain will be renewed like it usually does.
      What happens if auto renew is disabled?
      - Your domain will go into redemption on the first day of renewal grace, that is 13 days prior to the expiration date.

      If you wish to prevent this, enable auto renew on the domain level, or renew the domain manually before entering renew grace."
  • Hosting/Email plans
    • How do I set up my hosting plans as a reseller?
      To set your hosting plans as a reseller, log in to the Reseller Area. Go to 'Settings' -> 'Label Settings'. Open the Storefront panel, and select the storefront for which you want to set plans. Selecting the 'Hosting plans' option will take you to the panel at which you can select the plans available, the duration each is valid, and the pricing.
    • How do I set the renewal reminder interval for hosting plan?
      To set the renew interval reminder, log in to your Reseller Area. Go to 'Settings' -> 'Label Settings'. Under renewals, set the amount of days. A customer will receive a notification before his products expire.
    • Can I set hosting plans to auto-renew?
      To turn on auto-renew, log in to your Reseller Area. For a storefront activation, go to 'Settings' -> 'General settings' and check the 'Auto renew all products' option. To select this for a customer, find the customer and open his account. At the Settings tab, check the option 'Auto renew products'.
    • How do I suspend, or unsuspend a hosting plan?
      To suspend a hosting plan, log in to your Reseller Area. Find the customer for whom you want to suspend plans at 'Customers' and click on 'Details', then open his Hosting tab. Go to 'Details' of the specific hosting plan. Click on 'Actions' and then 'Suspend'. Confirm to apply changes.

      You may lift the suspension in the same manner.
    • Which hosting plans are currently active?
      To see which hosting plans are currently active, log in to your Reseller Area. Go to 'Products' -> 'Hosting' -> 'Overview' and see a list of hosting plans that are active. You may also choose to suspend specific products here.
    • Which MySQL version do your servers support?
      Our server supports MySQL 5.1.73
    • Do you allow cronjobs?
      We currently do not allow cronjobs.
    • Can I run backup software?
      Your installations can be backupped manually. To do this, log into the Customer Area where you've completed the installation. Move to the Hosting tab, and open the plan at which the installation runs. Open the Installations sub tab, and find the backups button to make a manual backup.

      Other solutions, such as Akeeba, may work. We offer no support on them, however.
    • What products and plans does Resello offer?
      Resello offers several products:
      - TLD registrations: these TLD's may be registered, resold, transferred, and marketed;
      - Bulk: hosting space fit for low content customers with simple plans. May be upgraded. Suited for multiple domains;
      - Professional Resource: high-quality hosting fit for intensive sites (CMSs). Suited for multiple domains;
      - Email: suited for the hosting of email plans
      - Instasite: uses our own WYSIWYG editor."
    • How do I suspend, or unsuspend an email hosting plan?
      To suspend an email plan, log in to your Reseller Area. Find the customer for who you want to suspend plansat 'Customers' and click on 'Details', then open his Hosting tab. Go to the 'Details' of the specific hosting plan. Click on 'Actions' and then 'Suspend'. Confirm to apply changes.

      You may lift the suspension in the same manner.
    • What options can I offer my customers in webmail?
      Webmail only includes a mailbox and Personal Address Book. It is not possible to share contacts with other mailboxes or use a calendar using the free OX Basic license. By upgrading the email user to a Business or Pro license, these and other options are available. For more information, please see what our Hosted OX App Suite solutions can offer you and your customers.
  • Slimsite
    • How do I organize Slimsite orders in the Reseller Area?
      To list the orders for Slimsite plans, log in to your Reseller Area, and go 'Products' -> 'Hosting' -> 'Overview'. You will see a listing of all the different packages which are active for your customers.

      Currently, it's not possible to search these. We recommend looking for the customer instead.
    • How do I set the renewal reminder interval for Slimsite plans?
      To set the renew interval reminder, log in to your Reseller Area. Go to 'Settings' -> 'Label Settings'. Under renewals, set the amount of days. A customer will receive a notification before his products expire.
    • How do I enable auto-renewal for Slimsite orders?
      To set the products to auto-renew, log in to your Reseller Area. Open the storefront for which you wish to set the renew interval reminder, and open the Settings tab. Under renewals, check the box for 'Automatically create renewal orders'. As soon as the renewal notification is triggered, the product will be renewed, and the customer will be presented with an invoice.
    • How do I suspend, or unsuspend a Slimsite plan?
      To suspend a domain of one of your customers, open your Reseller Area. Next, search for the domain in question. Select the domain, and open the details. Lastly, uncheck the 'Is customer manageable' box.

      To restore the domain to the customer, simply check the box again.
    • What are my options if I want to host Slimsite myself (on-premises)?

      Publish websites as static files on your traditional shared hosting environment

      You have full control over the server setup and all aspects of the hosting environment. Resello does not need access to your infrastructure and there are no additional maintenance fees. We charge an implementation fee of $ 500 for this scenario and a minimum commitment of $ 500 per month (counting 6 months from start).

      Note: there are some limitations on the interactive parts of hosted websites in this setup. These limitations mainly concern form support and password protection.

      Publish websites to an application server in your own data center
      Hosting published Slimsite websites on an application server* offers a huge cost price advantage compared to a traditional shared hosting environment in terms of scalability and performance. We offer this setup to resellers with an expected volume of at least 2500 published websites and an average customer base of 50,000. In this setup, we will manage these application servers for you at an additional monthly fee of $ 500 and $ 250 for each additional application server.

      Other options
      The Slimsite editor is the publishing infrastructure end users use to log in and build their website. Generally speaking, it is not possible to host the publishing infrastructure in the data center of a reseller. However, if legislation requires that the publishing infrastructure itself should be in the same country as the end user, we are willing to talk about a solution (also depending on the minimum commitment of the reseller).

      * Application server: this is where Slimsite websites are hosted after they’re published.

  • Storefront Admin
    • How do I add images to my Storefront?
      To add images to your Storefront, log in to your Reseller Area. Go to 'Settings' -> 'Label settings'. Choose 'Storefront Admin'. Here you have multiple tabs, select the Media tab. Scroll all the way down to select an image to upload. Then select 'upload' to upload the file.

      When the file is uploaded, go to the Pages tab. Select edit at the page you want to add the image to. Here you will see the content of that page in HTML. Click on 'Add media' and select the file you want to add. You can put the code for the image anywhere. To publish the page, click on 'Save' at the bottom of the page. You can always preview the page during editing by clicking on the tab, Preview page.

      The maximum size of an upload is 1 MB.
    • How do I modify the layout of my Storefront?
      To modify the layout of your Storefront, log in to your Reseller Area. Go to 'Settings' -> 'Label settings'. Then go to the Storefront admin. Here you can choose the Layouts tab. When you edit the default.html file, it will change the overall layout.

      You will need some knowledge about HTML and CSS to add changes.
    • How do I modify the About us page of my Storefront?
      To modify the About Us page of your Storefront, log in to your Reseller Area. Go to 'Settings' -> 'Label settings'. Then go to the Storefront admin. On the pages tab, edit the about-us/ by clicking on 'Edit'. When done adding changes, click on 'Save' to save the page.

      You will need some knowledge about HTML and CSS to add changes.
    • How do I change the URL of a page of the Storefront?
      To change the URL of a page, log in to your Reseller Area. Go to 'Settings' -> 'Label settings'. Go to Storefront admin and edit the page you want to change the URL of. Change the location of the page and you will change the URL. Click on 'Save' to apply the changes.
    • How can I change the URLs of my Storefront?
      To change the URL of your storefront, log in to the Reseller Area. Go to 'Settings' -> 'Label settings'. Go to 'URL's'. Here you can find the URL the storefront is available on. Click on 'modify', fill in the details and click on 'Save' to apply.
    • How do I use my own logo's and banners with the Storefront Admin?
      To change the banners and logo's, log in to your Reseller Area. Go to 'Settings' -> 'Label settings' and open the Storefront admin. Upload the banners and logo's which you wish to use under the Media tab. You can now use these in the construction of your pages.
    • How can I add a storefront?
      To add a storefront, log in to the Reseller Area. Go to 'Settings' and click on 'Create new label'. Fill in all the details and click 'Next' to go to the next step. Then click on 'Save' to apply all changes.
    • How can I change a storefront?
      To change a storefront, log in to the Reseller Area. Go to 'Settings' -> 'Label settings'. Here you have the option to change the storefront at 'Storefront admin'.
    • Where can I find a test URL of my storefront?
      To see the test URL of your storefront, log in to the Reseller Area. Go to 'Settings' -> 'Label settings'. Go to 'URL's'. Here you can find the URL the storefront is available on.
    • How can I log on to my storefront?
      To log in to the storefront, first login to the Reseller Area. Go to 'Settings' -> 'Label settings'. Click on 'Storefront editor'. Here you can change the look and feel of your storefront.
    • Can I change the login screen to suit my storefront?
      The login is part of the storefront, and can be changed in the storefront editor. To change this, log in to your Reseller Area. Open the Storefront panel, and select 'Storefront Admin'.
  • Customer Admin
    • Can I change the look of the Customer Area?
      At this moment you can only change the items shown in the top menu. To change this, log in to the Reseller Area. Go to 'Settings' -> 'Label Settings' and click on 'Customer Area'. Here you see which items you can display or hide.
    • How do I determine what the customer sees when he opens the Customer Area?
      To change which tabs are visible for a customer when he opens the storefront, log in to the Reseller Area. Go to 'Settings' -> 'Label settings' and open the Customer Area. Here, select the options you wish to make visible.
  • Storefront TLD/Hosting plans
    • How do I change the TLD display order on my Storefront?
      To change the TLD order, log in to your Reseller Area. Open the Label for which you wish to alter the TLD order, and open the Storefront editor. Locate the page in your shop which contains the information, and change it as you see fit. After you have made your changes, save the page. The order is updated.
    • Where can I choose the hosting plans which I want to sell at my Label?
      To add, change or remove hosting plans, log in to your Reseller Area. Go to 'Products' -> 'Hosting' -> 'Overview.'

      Here you can create your own hosting plans, and include your own pricing. Resello maintains several categories of products:
      - Bulk: hosting space fit for low content customers with simple plans. You can upgrade this hosting plan when needed. Suited for multiple domains.
      - Power: high-quality hosting fit for intensive sites (CMSs). Suited for multiple domains.
      - Email: suited for the hosting of email plans.
      - Webpresence: uses Parallel's Webpresence for the creation of easy sites.
      - Instasite: uses our own WYSIWYG editor.

      To add of these, select the appropriate button and set the requisite settings, like. After filling out the form, you'll have added the product you wish.
    • How do I add a TLD to my Storefront?
      To add a TLD to your Storefront, log in to your Reseller Area. Go to 'Products' → 'Domains' → 'Customer prices'. Here, you can select the prices, and registration terms for your TLD's which are supported.
    • How do I add an email plan to my Storefront?
      To set up your email plan, log in to your Reseller Area. Go to 'Products' → 'Hosting' → 'Overview'. Click on the 'Add Email Hosting' to begin adding an email product.
    • What are the prices that I set for new domain registrations?
      To see the prices set for new registrations, log in to you Reseller Area and goto 'Products' → 'Domains' → 'Prices'.
    • What are the prices that I set for domain renewals?
      To see the prices set for new registrations, log in to you Reseller Area and go to your Label. Click on 'TLD plans'. Here you'll find an overview of all the domains.
    • What are the prices that I set for domain transfers?
      To see the prices set for transfers, log in to you Reseller Area. Then go to 'Products' → 'Domains' → 'Transfers'. Here you'll find an overview of all the domain transfer prices.
    • How can I remove a TLD from my storefront?
      To see the prices set for transfers, log in to you Reseller Area. Then go to 'Products' → 'Domains' → 'Transfers'. Here you'll find an overview of all the domain transfer prices.
    • How can I change prices of the TLD's in my storefront?
      To change prices of a TLD on your storefront, log in to the Reseller Area. Go to 'Products' → 'Domains' -> 'Customer Prices'. Select 'modify' behind the specific TLD. Change the mentioned prices and click on 'Update' to apply changes.
    • How can I add a hosting or email plan to my storefront?
      To add a hosting or email plan, log in to your Reseller Area. Go to 'Products' -> 'Hosting' -> 'Overview'. Click on 'actions' and select the product you want to add.
    • How can I remove a hosting or email plan from my storefront?
      You can not remove a hosting or email plan when it is already used by a customer. To remove a hosting or email plan from your customer, log in to your Reseller Area. Go to 'Products', click on 'Hosting' and then 'Overview'. Find the specific plan and click on 'Details'. There you can find the option to delete a hosting or email plan.
    • How can I change a hosting or email plan in my storefront?
      To change a hosting or email plan, log in to your Reseller Area. Go to 'Products' -> 'Hosting & Email' -> 'Customer prices'. At the far right you'll see 'modify', behind the plans. By clicking on it you can modify the package to your needs.
    • How can I change the price of a hosting or email plan to my storefront?
      To change a hosting or email plan, log in to your Reseller Area. Go to 'Products' -> 'Hosting & Email' -> 'Customer prices'. At the far right you'll see 'modify', behind the plans. By clicking on it you can modify the prices.
  • Storefront Settings
    • How can I change the payment methods for my Storefront?
      To change or add payment methods to your Storefront, log in to your Reseller Area. Go to 'Finance' -> 'Payments' -> 'Payment methods'. There you can change the payment method by clicking on 'modify'.
    • How do I create or change a discount for a domain free with a hosting plan?
      To create or change a discount, log in to your Reseller Area and go to 'Products' –> 'Discounts'. Click on 'Create' to create a new discount plan.
    • Why are some discounts not visible in my storefront?
      Some discounts may not be visible to your customers in the Storefront. This could be because of local cookies, or because the discount rule is not set properly. Please check your discount rules if this is the case.

      If the discount rule appear okay, please let us know in a ticket. We'll be happy to find the issue.
    • How do I give a specific customer a unique deal?
      In case you wish to give a customer a specific deal, log in to your Reseller Area. After logging in, identify the order the customer placed under the Invoices tab. Deliver the products, and create a custom invoice for the price you wish.
    • How can I change my brand name?
      Log in into you reseller are and go to 'Settings' → 'Label settings'. At the top of the screen you can change your brand name.
    • How can I set my own support information?
      To set up your own support information, log in to the Reseller Area. Go to 'Support' -> 'Departments'. Here you can set up multiple departments.
    • How do I change the interface?
      To change some of the interface settings, log in to your Reseller Area. At the 'Settings' tab, go to 'General settings' to change localization settings.
    • How can I add a payment service provider to my storefront?
      Log in into your Reseller Area. Then go to 'Finance' → 'Payments' → 'Payment methods'. On the next page you can go to 'Actions' → 'Add payment option'. Fill in the fields an click on 'Save'.
    • How can I add Adyen to my storefront?
      To add Adyen to your storefront, create a skin you wish to use in Adyen to determine your payment options and such. Set the HMAC codes for test and live, and test the skin before adding it.

      To use Adyen, log in to your Reseller Area. Open 'Finance' → 'Payments' → 'Payment gateways' and select 'Add Adyen account'. Name it as you please, and give the Merchant account (your account name with Adyen), the Skincode which you can find in Adyen, and the HMAC live secret. After that, it works.

      To attach Adyen to your storefront, open your storefront and go to 'Finance' → 'Payments' → 'Payment methods'. Selecting the 'Add payment method' option will present you with the Automatic option. Select this option, then select your Adyen account to enable that payment method in your storefront. Payment methods will be the same as those you set in your Adyen skin.
    • How can I add a SSL certificate to my storefront?
      To add a SSL certificate to your storefront, log in to your Reseller Area. Go to 'Products' -> 'SSL' → 'Customer prices'-> 'Actions'-> 'Create'. Fill in the details and click on 'Save' to apply.
    • How can I remove a SSL certificate from my storefront?
      To remove a SSL certificate from your storefront, log in to your Reseller Area. Go to 'Products' -> 'SSL' → 'Customer prices'-> 'Actions'-> 'Delete'. Agree with the terms.
    • How can I change a SSL certificate in my storefront?
      To change a SSL certificate from your storefront, log in to your Reseller Area. Go to 'Products' -> 'SSL' → 'Customer prices' and click on 'edit' at the far right, behind the SSL certificate you wish to change. Fill in the details and click on 'Save' to apply changes.
    • How can I add a system email?
      To add a system email, log in to the Reseller Area. Open 'Support´ -> 'Templates'. Click on 'Actions´ -> ´Create support template' and fill in the details. Use the category System emails and click on 'Save' to apply.
    • How can I change a system mail?
      To change a system email, log in to the Reseller Area. Open 'Support´ -> 'Templates'. Click on the template you wish to change and fill in the details. Click on 'Save' to apply.
    • Can I integrate Google Webmaster Tools with your interface to monitor traffic?
      To integrate Google webmaster Tools, log in to your Reseller Area. Open 'Settings' -> 'Label settings', and click on 'Storefront editor'. Here, you can add the tracking code to the pages you wish to track.
    • How can I change settings for my entire customer base?
      To change settings for your entire customer base, log in to your Reseller Area. Open 'Settings' -> 'Label settings'. In this tab, you can change settings for the entire label. Keep in mind that these settings affect your entire customer base, and/or sub-resellers you have.
    • How do I set which countries can register?
      Log in to the Reseller Area. Go to 'Settings' -> 'Label settings', click on the desired label and open the Customers tab to see which countries are currently enabled for registrations.
    • Where do I set where expirations, renewals, and orders are handled?
      To set where expirations, renewals, and orders are handled, log in to the Reseller Area. Go to 'Settings' -> 'Label settings' and open the 'Renewals and Orders' tab. Here, you may set the options as you wish.
    • Where can I set which reminders my customers receive?
      To set which reminders your customers receive, log in to the Reseller Area. Go to 'Settings' -> 'Label settings'. Select 'Invoicing', and then 'Configure (optional) reminders for open invoices'. Adding a reminder allows you to set the interval, the template used for the reminder and whether it's enabled or not.
  • Customers
    • How can I add a new client?
      To add a customer, log in to the Reseller Area. Open the Customers panel, and select 'Actions-create customer'. Fill in the required information to add the customer.
    • How can I see a list of my clients?
      To see a list of your clients, log in to the Reseller Area. Open the Customers panel, and you'll be presented with a list of all your clients.
    • How do I change a customer's data?
      To change a customer's registration data, log in to his Customer Area. You can do this through your Reseller Area, or explain the process to the customer. Under the Profile tab, you will find the information that is generally displayed in the whois tab.

      For some TLD's, this may not be supported since updating the registrant information is restricted (such as .nu)
    • How can I suspend one of my clients?
      To suspend a client, log in to your Reseller Area. Click on 'Customers', locate the customer and open his details. Open the Login(s) tab, and select 'Modify'.
    • How can I list all orders which belong to one of my clients?
      To see a list of all orders a customer made, follow these steps:
      1. Log in to the Reseller Area;
      2. Go to 'Customers' and search for the customer;
      3. Find the customer and click on 'details';
      4. Go to the Orders tab to see all the orders. "
    • How do I send emails to my customers?
      To send emails to your customers, log in to your Reseller Area, open the reseller's details and click on 'Customer actions' -> 'Create outgoing support ticket'.
    • How can I view a list of my customers?
      To view a list of your customers, log in to your Reseller Area and click on the Customers tab. In the field 'Is reseller' set 'No'.
    • How do I add a customer?
      To add a customer, log in to your Reseller Area and click on the Customers tab, then click on the Actions-Create customer button. After this, log in to your Reseller Area and locate the customer through the Customers tab. After locating him, open his Login(s) tab to change the logins as desired. Afterwards, forward the verification email to the address he desires.
    • How do I update the information for a customer?
      To update the information of a customer or end-user, log in to your Reseller Area. Locate the customer through the search field, and open his account. Through the Customer Area tab, log in as the customer, and update his information at his Profile tab. Keep in mind that this is the whois information of this reseller with some TLD's, some changes will not be permitted without starting a transfer or an update. These incur costs, depending on the TLD.
    • How do I delete a customer?
      You cannot delete a customer. You can, however, block him from ordering or logging in. To do this, log in to your Reseller Area. Locate the customer through the search field, and open his details. Make sure you have completed all actions for his account (like suspending his plans, or parking his domains), and then block him from logging in at the Login(s) tab. You may also mark him as fraud to block his orders, or deny his logging in at the Settings tab.
    • Are my customers verified?
      Your customers are verified through an email. This link is sent to the address which they originally supplied at registration, to check for bogus email addresses. By clicking this link, they agree to your terms, and the Resello terms of service.

      To check whether a customer has been verified, log in to your Reseller Area, and open the Customer's details. It will clearly say if this customer has completed his verification. You also may resend him the email for verification.
    • How many products do my customers have?
      To see how many products a customer has, log in to your Reseller area. Find your customer through the Customers panel, or by searching for him. After opening his account, check the Hosting and Domains tab for a list of his active products.
    • How do I log in to the Customer Area of one of my Customers?
      To see how many products a customer has, log in to your Reseller Area. Find your customer through the Customers panel, or by searching for him. After opening his details, click on 'Customer actions' -> 'Login as customer'.
    • Why can't my customer update his profile information?
      Some TLD's don't allow free updates. If your customer has registered one of these domains, there is a fee involved for each update of the registration information.
  • Reseller Area
    • How can I log in to the Reseller Area?
      Go to the backoffice and log in with your email address and password.
    • How can I change the time zone in the Reseller Area?
      Log in to the Reseller Area. Go to 'Settings' -> 'General settings'. Here you set the desired time zone. Click on 'Save' to apply changes.
    • How can I add money to my balance in the Reseller Area?
      Log in to the Reseller Area to add a deposit to your balance. Go to 'Finance' -> 'Balance'. Click on 'Actions' -> 'Deposit' and follow the steps.
    • How can I view a list of my resellers?
      To see the list of your resellers, log in to your Reseller Area and click on the Customers tab. Then set the field 'Is reseller' to 'Yes'.
    • How do I add a reseller?
      To add a reseller, log in to your Reseller Area and click on the Customers tab, then press 'Actions-Create reseller' button.
    • How do I change the information of a reseller?
      To change the information of a reseller, log in to your Reseller Area and click the Customers tab. Select the reseller or customer you wish to update. Choose 'Contacts' -> 'Details' to update contact info, then click on 'Actions' -> 'Modify'. Keep in mind that this is the whois information of this reseller - some TLD's charge costs for changing these fields.
  • Support
    • What if I wish for another guide, or another feature to be included?
      If you need a feature or guide, do not hesitate to contact us through a support ticket. Go to 'Support' -> 'Request support from Resello' and send us your request.
    • What do I do if I can't solve a customer's issue?
      When you are not able to solve an issue for one of your customers, you can always send us a support ticket. To do so, go to 'Support' and then select 'Request support from Resello'. Here you can make a ticket of your own and we'll look at the issue.
    • Which commands or macro's can use when writing a fast response?
      For a full list, please see our Support FAQ which contains a list of the available binds. Some common ones used:
      - The name of your customer;
      - The contact email address of your customer;
      - Your label name;
      - Your currently active URL.
    • How can I view a list of my tickets?
      To see a list of your tickets, log in to your Reseller Area. Open the Support panel, and proceed to 'Overview' to view a list of tickets. By default, this list sorts on Open and In Progress. You may change the filter to see Closed tickets as well.

      Additionally, you may find all the tickets for a specific customer in his account, at the Support tab.
    • How can I view which status a ticket is set to?
      To check what status a ticket has, log in to your Customer Area. At 'Support' -> 'Overview' you can see a list of tickets. The status is displayed in the middle column.
    • How can I have a template auto-fill certain fields?
      "There are several options to have a template filled with the customer name and such. The most commonly used are the following:
      : The name of the primary contact - often the customer
      : The brand name of your label.

      (link_goes_here): The link to your primary URL in the label settings. You may also add elements behind the link, such as /support/ or /domains/"
  • Hosted OX App Suite
    • Can I configure a Hosted OX App Suite Offer myself?
      Based on ‘building block’, you as a reseller can define your own Hosted OX App Suite offering.
      Choose your desired base offering and add storage and other features.
    • What other upsell functionality does Hosted OX App Suite offer?
      Currently Hosted OX App Suite offers a number of upsell possibilities, these include:
      In-app upselling – greyed out items in the menu are clickable and bring up a customizable window – for example allowing automatic upgrade or customer defined promotions;
      In-email advertising;
      Portal based advertising and promotions (Widgets).
    • How do I get the mobile UI?
      The mobile UI is available as standard and does not require a separate URL. Just open the normal URL on your device browser.
    • Is there a separate mobile app for UI for Hosted OX App Suite?
      No, Hosted OX App Suite does not need a separate mobile app as it has a responsive design, which has been enhanced and optimized for mobile use with the release of 7.4.0.-

      Please note: the ‘Mobile Web Interface’ that was available for OX 6 is not supported for Hosted OX App Suite.
    • Why can I not get the Document Viewer with the free version?
      OX Document Viewer is not available as part of the free version of Hosted OX App Suite. If you wish to use OX Document Viewer we advise you to upgrade to the commercial version.
    • Which devices can be used?
      End-users can use any device, including rich clients (Windows desktops and notebooks), thin clients and even tablets and smartphones. The only requirement is an HTML5 compatible browser and – at least today – a network connection.
    • What is OX Drive?
      OX Drive allows users to synchronize and share files and folders from the desktop and from their mobile devices.

      OX Drive is available through the browser as part of Hosted OX App Suite. OX Drive clients are available for Windows, OSX, iOS and Android and allow users to synchronize files between their PC’s, Notebooks and Mobile Devices and Hosted OX App Suite.
    • What are the requirements for OX Drive clients?
      - OX Drive for Windows requires the latest Versions of Windows 7, Windows 8;
      - OX Drive for Mac OS requires at OS X 10.8 (Mountain Lion) or Mac OS X 10.9 (Mavericks);
      - OX Drive for iOS requires an Apple iPhone on iOS 6 / iOS 7 or an Apple iPad on iOS 6 / iOS 7;
      - OX Drive for Android requires a smartphone on Android Jelly Bean (4.1 - 4.2) or Tablets on Android Jelly Bean (4.1 - 4.2).
    • How do I install OX Drive?
      Download and install the correct OX Drive client for your mobile device and follow the instructions in the Wizard. Be prepared to enter the server URL and your credentials for the server.
    • How do I share a file or folder?
      This is currently only possible from the web UI of Hosted OX App Suite. In the windows client (if the shell extension is installed) you can right click on a file/folder and click ‘Open in OX AppSuite’ which opens the web UI of Hosted OX App Suite for you. In the web UI of Hosted OX App Suite you have the option ‘Share folder’ or ‘Share this file option’ - both will create a unique link that you can send out to any external user.
    • I installed OX Drive, what's next?
      On Windows you can easily enter the OX Drive folder by right clicking on the OX Drive tray icon and choosing ’Open OX Drive folder’. This opens the windows explorer. Maybe you can already see some files and folders that are synchronized. You can now add, change or remove files and folders normally.
    • I deleted a file, how can I get it back?
      If the version of Hosted OX App Suite supports versioning you can just open an earlier version in the Hosted OX App Suite web UI. Click on a file and in the detailed view you can click on ‘Show version history’. There you can download earlier versions.
    • Some files are missing, where can I find them?
      There are some cases when a file does not get synchronized immediately because it's still being modified. This is normally true for office documents. As soon as the document gets released it will be synchronized. There are also some cases that the file is ignored by OX Drive because the filename contains one or of the following reserved characters:

      < (less than)
      > (greater than)
      : (colon)
      ” (double quote)
      / (forward slash)
      \ (backslash)
      | (vertical bar or pipe)
      ? (question mark)
      * (asterisk)
      Characters whose integer representations are in the range from 0 through 31
      The last character is a . (dot) or ' ' (space)
      It's case-invariant name without an optional extension matches one of the reserved names CON, PRN, AUX, NUL, COM1, COM2, COM3, COM4, COM5, COM6, COM7, COM8, COM9, LPT1, LPT2, LPT3, LPT4, LPT5, LPT6, LPT7, LPT8, or LPT9
      It consists solely of whitespace characters

      In addition folders have some more reserved conditions:

      - The last character of any subpath (that is the last part of the whole path or the part preceding the separator character /) is a . (dot) or ' ' (space);
      - It not equals the root path /, but ends with a / (forward slash) character;
      - It contains two or more consecutive / (forward slash) characters.

      Unfortunately there are more constraints: the maximum allowed length for some path segments, that is the parts between forward slashes (/) in directory and filenames, is restricted to 255 characters. Synchronizing a file or directory version that contains path segments longer than this limit leads to those versions being put into quarantine.

Customer FAQ

  • Email
    • How do I forward my email to another email address?
      To forward your email, take the following steps:

      1. Log in to your Customer Area.
      2. Click on 'Email' in the menu.
      3. Click on the domain of the service you want to manage.
      4. Click on 'Forwards' on the left side of your screen. An overview of the current aliases will appear.

      - To change a current alias click on 'edit' at the right of your screen.
      - To add a new one click 'Add forward or alias'. Here you can create new email addresses and set up a forward.
    • How do I get my free mail?
      In order to use your free email service, you need to have a domain registered. A domain name is used to point your email to the right box, and is used to make mailboxes with your domain.

      To see how you can order a domain, check under Domains.
    • What is my email user name?
      Once you create a new mailbox you will be asked to supply a user name. This will be the user name of your mailbox. An overview of your mailboxes and user names can be found under 'Email boxes' at 'Email' in the menu of the Customer Area.
    • How can I change my password for a mailbox?
      To change your password for a mailbox, log in to the Customer Area and click on 'Email'. Take the following steps:

      1. Click on the domain of the (hosting) plans you want to manage.
      2. Click on the mailbox for which you want to change the password.
      3. Click on 'Edit' at the right side of your screen to change the password of the mailbox.
    • How do I add a mailbox to my domain?
      To add an extra mailbox, take the following steps:

      1. Click on the domain you would like to manage.
      2. Click on "Email boxes' on the left of your screen.
      3. To create a new mailbox click on 'add email box'.
      4. Set a user name, password and the size of your mailbox.
      5. Click 'save' to confirm the settings.
    • How do I create an email alias?
      To forward your email, take the following steps:

      1. Click on 'Email' in the menu.
      2. Click on the domain of the service you want to manage.
      3. Click on 'Forwards' on the left side of your screen. An overview of the current aliases will appear.

      - To change a current alias click on 'edit' at the right of your screen.
      - To add a new one click 'add forward or alias'. Here you can create new email addresses and set up a forward.
    • How do I set up my email in Macmail?
      Please follow the steps described in our Macmail manual
    • How do I set up my email in Outlook 2007?
      Please follow the steps described in our Outlook 2007 manual
    • How do I set up my email in Outlook 2010?
      Please follow the steps described in our Outlook 2010 manual
    • How do I set up my email in Thunderbird?
      Please follow the steps described in our Thunderbird manual
  • DNS
    • What is DNS?
      The Domain Name System (DNS) is an technology that will translate your domain into an Internet Protocol address (IP).
    • What does TTL mean?
      TTL (Time To Live) is the amount of time that your DNS record is cached in resolving name servers on the Internet, measured in seconds.
    • What are the default TTL settings?
      TTL is defined in seconds and the default setting can be found in the zone file of your domain in the Customer Area.
    • Where can I add DNS records?
      You can add DNS records in the zone file of your domain in Customer Area, at the Domains tab.
    • What kind of DNS records can I use?
      By default you can use the following DNS records:

      A-Records
      Points the host name to a valid IP(v4).

      CNAME-Records
      Alias for another host name. Enter a valid host name/domain name in the content field.

      MX-Records
      Points the host name to a valid email server. The email server host name should be entered in the content field, this cannot be an IP address.

      TXT-Records
      Free format record. Any data can be entered in the content field.

      SRV-Records
      The Service record is a category of data specifying information on available services.
  • Domains
    • How do I order a domain?
      First, go to the 'Shop' and enter your domain. You will see directly if your domain is available to register. Click 'register' to claim this domain.

      It is possible to register only a domain name. In case you plan to use the domain only for email purposes, an email plan will suffice. Should you want a website as well, a Slimsite or hosting plan is necessary.

      Lastly, fill in your details to complete your registration. In case that you already have an account, log in on the right side of the page. If this is your first order with us, you will find a verification link in your email to confirm your details. Please click on it to confirm your account details with us, so we may process your order.

      After you have verified your details, complete the payment to confirm your order. You will receive a confirmation of your order by email.
    • What is the difference between a domain and a sub domain?
      While a domain is a full website address, totally independent of other domains, a sub domain depends on a domain. If for example "yourdomain.com" is your domain, then http://yourdomain.com and http://www.yourdomain.com would be your domain name's address.

      A sub domain name would be a name *under* your domain name, something like "subdomain.yourdomain.com". Its address would then be: http://subdomain.yourdomain.com and http://www.subdomain.yourdomain.com. It can say anything you want instead of "sub domain" and the nice thing is that unlike a full domain name, a sub domain does not need to be registered. You can add it for free.
    • How can I delete a domain from my account?
      In order to delete a domain from your account, take the following steps:

      1. Open the Domains tab.
      2. Click 'delete' for the domain you wish to delete.
      3. Confirm the deactivation of the domain.
    • How do I redirect my domain?
      To redirect your domain, take the following steps:

      1. Open your Customer Area, and select the 'Domains' tab.
      2. Select the domain you wish to redirect.
      3. Select 'Redirect domain'.
      4. Fill in the destination URL.
      5. Select the type of redirect. Each redirect produces a different HTML response code. The following three options are available:

      - 301: Permanent. We recommend using this one.
      - 302: Temporarily moved.
      - Mask domain: A mask domain uses an iframe to redirect the site. The displayed domain name in the address bar will be left intact.

      6. Save the redirect.

      In a few hours, your domain will redirect to the URL which you have chosen.
    • How can I transfer a domain?
      To transfer a domain to another registrar, log in to your Customer Area. Go to the Domains tab, and find the details of the domain you wish to transfer, then open the Authcode tab. Give the code displayed to your new registrar to start the transfer of the domain.

      Keep in mind to keep your auth code safe, and only give it to the receiving registrar. Additionally, some domains may have an exceptional transfer procedure, or different requirements. Please send us a ticket for these specifics.
    • Where can I find the auth code?
      The auth code can be found by following the steps below:

      1. Click on the domain you would like to transfer.
      2. Click the 'Authcode' tab to view the auth code of that domain.

      To be noted: do not disclose the auth code to anyone.
  • Hosting plan
    • How do I order a hosting plan?
      Which hosting plan you need is depending on the kind of website you want to create.

      For a simple, yet elegant and powerful website, we recommend our Slimsite plans. You may view these on the Slimsite page. If you prefer to build your website yourself, check our Personal or Power hosting plans. Begin by selecting the domain you wish to register in the shop. The next step will be the plan selection – choose any plan you like to add it to your shopping cart, and confirm your order.

      Lastly, fill in your details to complete your registration of the domain. If you already have an account, log in on the right side of the page. Complete your order by completing the payment.

      You will receive a confirmation of your order by email. If this is your first order with us, you will find a verification link in your email. Please click on it to confirm your account details with us. After you have verified your details, complete the payment to confirm your order.
    • How can I change my hosting plan?
      To change your plan, take the following steps:

      1. Log in to your Customer Area, and select the Hosting tab
      2. Open the hosting plan you want to change.
      3. Click on 'Change plan'.
      4. Select your new hosting plan from the drop down-menu.
      5. Next an overview of the costs will appear. Agree with the terms and conditions and confirm your order.
      6. Click on 'Select payment method' to select a payment method.
      7. You see an overview of the payment methods. Select the method you want to use.
      8. Complete the payment. Your new plan will be available within the hour.
    • What is a database?
      A database is a data structure that stores organized information. Most databases contain multiple tables, which may each include several different fields. For example, a company database may include tables for products, employees, and financial records. Each of these tables would have different fields that are relevant to the information stored in the table. Websites often use the information in databases to display information on the website.
    • What is FTP?
      FTP stands for File Transfer Protocol and is an internet protocol which you can use to transfer files over the Internet. It is fast, reliable and convenient.
    • How can I install WordPress?
      To install WordPress log in to the 'Customer Area' and click on 'Hosting'.

      1. Click on the hosting plan you want to install WordPress on.
      2. Select the 'Installations' tab.
      3. Click on 'New installation'.
      4. Find the installation you want to do and click on 'Install'.
      5. Fill in all the details.
      6. Click start to begin the installation.
    • How can I install Joomla?
      To install Joomla! log in to the 'Customer Area' and click on 'Hosting'.

      1. Click on the hosting plan you want to install WordPress on.
      2. Select the 'Installations' tab.
      3. Click on 'New installation'.
      4. Find the installation you want to do and click on 'Install'.
      5. Fill in all the details.
      6. Click start to begin the installation.
    • How can I link a domain to a hosting plan?
      To link one of your domains to a hosting plan click on 'Domains' in the menu of your Customer Area. Take the following steps:

      1. Click on the domain you would like to link to a hosting plan.
      2. Choose the option, 'Link to hosting plan'.
      3. Select the hosting plan from the drop down-menu and click on 'save'.
      4. Click 'save'. The domain is now linked to the selected hosting plan.
    • What is an SSL certificate?
      An SSL (Secure Sockets Layer) certificate is a digital certificate that authenticates the identity of a website and encrypts information sent to the server using SSL technology. Encryption is the process of scrambling data into an undecipherable format that can only be returned to a readable format with the proper decryption key.
    • Which FTP client would you recommend?
      If you don't have a FTP client already, we recommend using FileZilla - a free, fast and reliable FTP client with lots of useful features and an intuitive interface. Download FileZilla
    • What is a 'Relative HomeDir'?
      'Relative HomeDir' is the home directory of your domain or FTP user. You can install your website here or make folders. The name of the HomeDir differs between hosting providers.
    • How can I create an FTP user?
      To create a FTP user, take the following steps:

      1. Click the hosting plan for which you want to make the user.
      2. Go to the 'FTP access' tab.
      3. Click on 'add new ftp user' and set his password. 4. Click 'save' to apply.
    • How can I reset my FTP password?
      To reset the password of an FTP user, take the following steps:

      1. Click the hosting plan for which you want to make the user.
      2. Go to the 'FTP access' tab.
      3. Click on 'change password'. 4. Insert the new password twice and then click on 'Save'.

      The password will be updated immediately.
    • How can I reset my 'Customer Area' password?
      You can change your 'Customer Area'-password in the Customer Area or from the login page.

      Change your password in Customer Area.
      1. Log in to the Customer Area.
      2. In the right upper corner you will see your user name. Click on this and choose 'Change password'.
      3. Change the password and click 'Save'. Your password is changed.

      Change the password from the login page.
      1. Go to the login form.
      2. Click on 'Forgot password'.
      3. Enter your email address. You will receive an email with a link to change your password.
      4. Click on the link set a new password.
      5. Click on 'Save'. The password is changed.
    • How can I connect to my FTP?
      To connect to the server through FTP, you can use an FTP program like FileZilla. You will need the FTP user credentials and server to make a connection.
    • How can I connect to my FTP with FileZilla?
      Please follow the steps described in our FileZilla manual
    • How can I upload files to my hosting plan?
      You can upload files to your hosting plan by connecting to the FTP. It differs per FTP client, how the files are uploaded. Check the help from the supplier of your FTP client to upload files.
    • Why do I get the error: 'Could not connect to database'?
      When you have installed a CMS like WordPress, you have to insert your database details. When these are not correct, you will get the error 'Could not connect to database'. Review your database details and check if you have used the correct ones. If not, change them and the error should be solved.
    • My website is getting a 404 error. What can I do about this?
      A 404 page is an error page that displays when someone tries to access a page that doesn't exist on your website. Make sure that your files are in the correct folder and there is an index.htm(l) or index.php available.
    • Where can I find the software installations?
      To install software through our software installation, take the following steps:

      1. Go to 'Hosting' in Customer Area.
      2. Click on 'Manage' of the hosting plan you install one of the software programs on.
      3. In the menu to your left click on 'Installations'. Here you'll see an overview of the current installations.
      4. Click on 'New installation' to start a new installation of one of the programs in the software installations.
    • Can I add more databases?
      You can add as many databases as your hosting plan allows you to. To add a database, take the following steps:

      1. Log in to 'Customer Area' and click on 'Hosting' in the menu.
      2. Click on the hosting plan you want to add a database to.
      3. Click on 'Databases'.
      4. Click on the button, 'add new database'.
      5. Fill in the required fields and click 'save'.

      The database is added and ready to be used. Remember to write down the password.
    • How can I delete a database?
      When you delete a database, all the information of the tables will be lost. Please check if you are deleting the correct database. To delete a database, take the following steps:

      1. Log in to the Customer Area and go to 'Hosting'.
      2. Click on the hosting plan to access the options of a hosting plan.
      3. Go to 'Databases'.
      4. Click on 'Delete' next to the database you want to remove.
      5. Verify the database name and click on 'Delete' to confirm.
    • What is a 301 or 302 redirect?
      You can forward or mask a domain name to redirect it to another website. You can use either a 301 or 302 redirect.

      When you redirect your domain name using a 301 redirect, it sends visitors to the specified site with a "301 Moved Permanently" HTTP response. The HTTP 301 response code tells user-agents (including search engines) the location has permanently moved.

      NOTE: If you use a 301 redirect, you can remove the redirect or change it at any time.

      A 302 redirect sends visitors to the specified site indicating a "302 Found" HTTP response. The HTTP 302 response code tells user-agents (including search engines) that the location has temporarily moved.

      A 301 redirect can provide a long-term solution by pointing your domain names to business or affiliate sites. A 302 redirect points your domain name to a temporary page while you build your permanent website. The specific redirects help the search engines distinguish how long your website can be viewed at the current location.
    • Do I have to link a domain to my hosting plan?
      You do not have to link a domain to a hosting plan to enjoy it's full use. While the domain is unlinked, it is still possible to redirect the domain, or set up DNS records. On top of that, the domain remains registered on your name.
    • What is data transfer / bandwidth?
      Bandwidth and data transfer refer to data consumption of your website. Visitors, as they visit your site, download some of the content from your website. As the amount of visitors, or content increases, so does your bandwidth consumption. With some hosts, you have a fixed limit on how much bandwidth you may consume. With other hosts, over-consumption is charged as an additional fee.

      Our plans are tailored with high traffic in mind. This way, you don't have to worry about extra fees incurred because of bandwidth consumption, like other hosting companies occasionally charge.
  • Slimsite
    • How can I start editing my website?
      To start editing your website, take the following steps:

      1. Log in to the Customer Area.
      2. Go to 'Website'.
      3. Click on 'Edit your website' behind the domain you want to edit the website for.
      4. Begin editing your website.
    • How can I add content to my page?
      When you start Slimsite, there is a content area on the left side. Just drag one of the icons to your page and let go. The content will be placed instantly.
    • How can I choose a different design?
      To choose a different design, take the following steps:

      1. When you opened the editing of your page, click on 'Design'.
      2. Choose the design you wish to work with. It will show up instantly.
    • How can I change the background?
      To choose a different background, take the following steps:

      1. When you opened the editing of your page, you can click on 'Background'.
      2. Choose the background you wish to use. It will show up instantly.
    • How can I change colors?
      To choose a different color, take the following steps:

      1. When you opened the editing of your page, click on 'Colors'.
      2. Click on the color of the section you wish to change.
      3. Select a color, this will show instantly.
    • How can I add a page to my website?
      Go to 'Pages' at the left side of the page. Fill in the name of the page and click on the 'Ok' sign.
    • How can I add Google Analytics code to my website?
      Go to 'Settings'. You will see a field where you can paste the code. Click on 'Save'.
    • Can I add a meta description?
      Go to 'Settings'. You will see a field where you can paste the meta description. Click on 'Save'.
    • How do I publish my website?
      Click on 'Publish' at the left side of the page. Confirm that you wish to publish your website.
  • SSL
    • What is SSL?
      SSL is a protocol used to secure connections from surfers to the website. Using SSL will make everything you visit on that website safe from eavesdropping and tampering. Most websites from banks and governments use SSL to ensure the data sent is secured. SSL can also be used on email.
    • Why should you get SSL?
      You want to make sure that data that you fill in on a website is sent to the correct persons instead of someone who wants to do harm with your data. Using SSL you can make sure this is the case. Securing the connection between client and server is the best option to give users a good feeling about your website which can result in higher sales. Also knowing the fact that your data is secure sends out a professional statement.
  • Payment/invoices
    • Where can I find my invoices?
      You can find your invoices once you are logged in to the Customer Area. Click on ́'Billing' in the menu of your Customer Area. An overview of your orders will appear. Here you can view your invoices in HTML or download them as PDF.
    • How can I see the contents of my invoice?
      You can view your invoice in HTML or you can download your invoices as PDF at 'Billing' in the Customer Area. To be able to view the PDF, you need a program like Adobe Reader.
    • How can I pay my invoice?
      The status of your invoice is shown at 'Billing' in the Customer Area. Unpaid invoices will have the status 'Open'. To pay the invoice, use 'Start payment' and select the preferred payment method. After paying the invoice the status will change to 'Closed'.
    • Which payment methods can I use?
      We currently support the following payment options:
      credit card, iDeal or Paypal.
    • Where can I see the status of my order?
      Log in to the Customer Area and go to 'Billing' to see an overview of your orders. Here you can also start payment of orders which haven't been paid yet.
    • How can I confirm an open order?
      To confirm an open order, take the following steps:

      1. Look up the order you wish to confirm and click 'Start payment'.
      2. Click 'Select payment method' on the next page.
      3. Agree to the terms, 'Confirm order' and complete the payment.
    • My payment did not succeed, how can I restart the payment?
      To restart your payment, take the following steps:

      1. Go to 'Billing'.
      2. Click on 'Start payment' of the order you want to pay.
      3. Follow the steps to finish the payment.
  • Orders/renewals
    • Where can I see when I ordered a product?
      Click in the Customer Area on 'Orders'. The column 'created' states the creation date of the order.
    • What does 'There are problems processing this order' mean?
      Your order cannot be processed, because an action is required. For example, the payment hasn't been completed. Start payment to complete the order.

      If your payment was completed successfully, submit a ticket. We will see what the issue is.
    • Do my products automatically renew?
      Domains will not automatically renew. To renew your domain, take the following steps:

      1. Check the box to the left of the products and click 'Renew'.
      2. Agree with the terms and agreements and click on 'Confirm order'.
      3. Select your preferred payment method and complete the renewal.
    • How can I renew my products?
      When your products are set to expire you can renew them manually. When you click on 'Renewals' in the Customer Area, you will find an overview of products which can be renewed. No renewals means no products are set to expire within the near future.

      To renew your products, take the following steps:

      1. Check the box to the left of the products and click 'Renew'.
      2. Agree with the terms and agreements and click 'Confirm order'.
      3. Select your preferred payment method and complete the renewal.
    • How can I stop renewing my products?
      Your products will not automatically renew. If you do not want to renew your domain, no action is required. The domain will automatically expire.

      You can also delete the products right now, without awaiting their expiration date. A hosting plan can be deleted under 'Hosting', domains under 'Domains'.
    • When will my products renew?
      Your products will not automatically renew. If you do not want to renew your domain, you do not have to do anything. The domain will automatically expire.
    • How can I renew my hosting plan?
      When logged in to the Customer Area, go to 'Renewals' to check if there are any products that need to be renewed. To renew products, take the following steps:

      1. Click on 'Renew' at the right of your screen of the products you want to renew.
      2. Agree with the terms and conditions and confirm your order.
      3. Click on 'Select payment method'.
      4. You see an overview of the payment methods. Select the one you want to use.
      5. Make the payment. Your renewal will be processed within the hour.
    • Where can I see when my products will be renewed?
      To see when products will be renewed, you log in to the Customer Area. You products can be renewed before the expiration date. The expiration date of your hosting plans can be found under 'Hosting', the expiration date of your domains can be found under 'Domains'.
  • Contact details
    • How do I change my contact details?
      Log in to the Customer Area and click on 'Profile'. Click on edit to change the details of your profile.

      Some domains place restrictions on what details you can edit. If you receive an error while updating your details, send us a ticket.
  • Support
    • How can I submit a new support ticket?
      To submit a ticket, take the following steps:

      1. Log in to Customer Area and click on 'Support'.
      2. To start a new ticket click on 'Create a new ticket' to the left of your screen.
      3. Select what the ticket is regarding to, add your emailaddress and supply a subject.
      4. Write down your issue in the 'Body'-block and 'Save' when you are done.
    • How can I reset my 'Customer Area' password?
      You can change your 'Customer Area'-password in the Customer Area or from the login page.

      Change your password in Customer Area.
      1. Log in to the Customer Area.
      2. In the right upper corner you will see your user name. Click on this and choose 'Change password'.
      3. Change the password and click 'Save'. Your password is changed.

      Change the password from the login page.
      1. Go to the login form.
      2. Click on 'Forgot password'.
      3. Enter your email address and user name. You will receive a mail with a link to change your password.
      4. Click on the link set a new password.
      5. Click on 'Save'. The password is changed.
    • What to do when I have lost my password?
      If you lost your password, feel free to request a reset. You will receive an email containing further instructions.
    • Where can I see the history of my support tickets?
      An overview of all your tickets can be found under 'Support' in your Customer Area. The tickets are categorized by the date of last update. The most active tickets are shown on top. The older and completed ones are shown at the bottom.
    • How will I know my ticket has been answered?
      When you have a reply on an open ticket, you will receive a notification by email. Log in to Customer Area and click on 'Support' to view the reply. Click on the 'Ticket ID' to open the specific ticket.
    • Can I delete a certain ticket?
      Currently, it's not possible to delete a ticket. We feel it's important to maintain a complete history. If there is a compelling reason to remove a ticket, please submit a ticket.
    • Can I edit my support ticket?
      You can not edit your ticket. You can, however, add a reply with additional information.

      In order to do so take the following steps:

      1. Log in to 'Customer Area' and click on 'Support'.
      2. Click on the 'Ticket ID' of your support ticket.
      3. Click on 'Add reply' to add additional information to your ticket.

Europe

Resello
Ceintuurbaan 32a
8024 AA Zwolle
THE NETHERLANDS
Phone: +31 38 230 5011
Fax: +31 38 454 0122

Russia

Resello
Stremyanny Pereulok d. 38
6th floor, Suite 9
115093 Moscow
RUSSIA
Phone: +7 499 398 0092

Asia

Resello
#46, 1st floor, 4th Main road
MLA layout, RT Nagar
Bangalore 560032, INDIA
Phone (India only): +91 7022902787
Phone: +91 80 23433850
Email: contact-india@resello.com