10 Things Every Lunarpages Customer Should Know

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The Lunarpages web hosting plans and packages do come with a lot of new tasks, and responsibilities. Some might be rather daunting, while others are for your own protection. We want to make sure every Lunarpages customer is informed about their web hosting plan, so they are ready to conquer any challenge that they might meet. So, with that in mind we wanted to put together a list of ten things that every customer with Lunarpages should know or be aware of.

Keep Your Contact Information Up To Date

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It is very important to make sure all of your contact information that we have on record for your account is correct and up to date. Items such as billing information, your e-mail address, and phone numbers are very important for us to have on hand, just in case we need to reach you in the case of an emergency. Also, with your e-mail address please make sure the e-mail address on record for your account is not associated with any domains you are hosting with us.

All annual hosting accounts are renewed 14 days prior to the renewal date, and an account can be suspended 30 days after the renewal date and then ultimately deleted if we do not hear back from you.

Backup Your Hosting Account

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One of the most important things you can do for yourself, that only takes a matter of minutes, is backing up your web hosting account. If you are doing your own backups, it is suggested that you work out a schedule that works out best for you and stick with it. Depending on how often you update your web site, this might be once a week or once every few days. To make sure your ready for any issue that might come up, have a good backup plan in place and keep in mind that your files are your responsibility.

We have several ways you can backup depending on your web hosting plan. You can check out these options on our post covering backups here on the wiki. Here are a few more links worth checking into:


Know Your E-Mail Account Usage Limits

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When setting up an e-mail account, you can set the disk space limitation on that e-mail account. Many times, this is ignored and customers have issues receiving e-mails because they are out of room. When or if an e-mail address runs out of disk space to store mail, any messages sent to you will not be received, and instead will be bounced back to the sender.


File and Folder Permissions

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Having your files and folders set to the wrong permissions can cause great security issues for you. If your folders or files need to be CHMODed for a script or service to work, make sure that .php files remain at the permission level 644 (unless otherwise stated in a script's instructions) and the folders are set to 755. You should never CHMOD to 777 for security reasons. We run PHP as suPHP on our servers. All files on your account are owned by your user name. Due to this, permissions of 777 will not work. They will give an internal server error.

Please note: This is aimed towards Linux-Based hosting customers on the Basic, Business, Reseller and Linux-based VPS and Dedicated hosting plans.


How to Contact the Lunarpages Support Team

Needing assistance? Here are several ways for you to get assistance with your hosting account from our support crew. We realize not every question is created equal so here are some helpful notes to make sure you make the best use of your time and ours when contacting us. If you are having a server side issue, you should contact our support team directly by:

This page from our wiki has all of our support methods documented.

If you feel the issue will require changes to your hosting account, please be sure to include your verification information. This should include the primary domain name, the account user name and the last four digits of the credit card on file for your account. If the account doesn't have a credit card on file, please submit the full name of the account holder, full billing address, the daytime phone number and the first and last character of the password on file for the account.

Do Not Submit Multiple Ticket for One Problem or Issue - When contacting support, please be sure to only submit one ticket per issue at a time. Please do not submit multiple tickets about the same problem. By sticking to one ticket per issue, you can help decrease your wait times.

Suspended Account Issues

Finding yourself with a suspended account can be one of the worst things around, however we will work with you so that we can get your issue resolved as quickly as possible. Due to the nature of suspended accounts (with the possibility that your account is infected with something bad or causing too much strain to the other Lunarpages customers) the response times for these types of situations are often longer. This is because our server administrators must review these situations to make sure whatever caused your account to get suspended will no longer be an issue.

For more information about suspended accounts, and what you should do, please check our FAQ below.


Keep Your Scripts Up To Date

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It is your responsibility to make sure that all scripts and services you install are kept up to date. Often, third party scripts and services (like blog or message board scripts) are patched to fix security and performance issues. We need for all customers to be able to keep up to date with the most recent version of any script installed on a hosting account.

The best place to check to see if a script had an update, would be via Softaculous or from the script's official web site.

Help Desk and Account Logins

Please be aware that your help desk login user name and password and your hosting account user name and password are not related. If you have not signed up for our help desk yet, you can do so here:

If you send an email to support@lunarpages.com before signing up for a help desk account a user account is automatically created based on your e-mail address. If you wish to use the same login information for your help desk login and your hosting account login, make sure you use the same user name and password when you are registering your help desk account.


Domain Transfers vs. Updating Nameservers

Updating nameservers are not automatic. If you have your domain registered at another Registrar and you wish to have your domain registration transferred here, so that Lunarpages is your Registrar, you must contact us to request this. If you keep your domain name registration with another company, you have to login to their system and update your nameservers so they reflect the nameservers used with your web hosting account.


Lunarforums Are Not For Official Support

The Lunarforums, our community-powered message boards, are not to be used for official support. The forums are there for questions and issues more related to the web development side of things, but they can not assist you with server side issues.

Double posting your problems to both the Help Desk and the Lunarforums will not get your situation dealt with any quicker. All Help Desk tickets are dealt with from top to bottom, from the oldest one in the desk first, and down from there.


Need Help? - Lunarpages is always here to assist you around the clock, 24/7, 365 days a year. Our team of over 120 professionals are at your beck and call, whenever you might need it. For more information on how and when to contact support, or if you need assistance with any of these ten things, check out this post:

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