I cannot create or activate a customer account.

To create and activate a customer account, you need a working email address and phone number. We send a verification link to the email address and an SMS code to the phone number. The sender of the SMS is a public SMS gateway, so some phones may block this message as spam.

• If the activation email did not arrive, check the spam folder and that the address was entered correctly during registration. If you entered the address incorrectly, create a new account with the correct address.
• If the verification SMS did not arrive, check in your phone settings whether it was blocked. Request another one. If that one still does not arrive, contact support and ask for the SMS to be sent from a backup gateway.

You can find more information in the article Administration – Customer Account.

I cannot log in to the customer administration.

You log in to the customer administration with the email address entered when the account was created and with the password. Optionally, you can set up OTP two-factor authentication.

• If you know the login email, you can change the password at https://login.wedos.com/login/newpwd.html ⧉.
• If the login email is unavailable, contact customer support. Provide the original login to the account and a new working email address. Requests are usually handled by the authorization department within 1 business day.
• If you do not know the login email, ask support for help. Provide the name or number of the service that should be in the given account. Support may refuse this request for security reasons.

You can find more information in the articles:

• Administration – Login issues
• Administration – Customer account security

I suspect someone else has logged in to my administration.

Changes to service settings in the customer administration can be made either by the customer or by their authorized user. If VEDOS makes changes (e.g. a DNS change), it informs the customer by email sent to the service's billing email.

Exceptions are changes made on FTP, in the database, or in the website's CMS. The customer can make these accessible to any person, whether knowingly or as a result of the website being compromised.

• If you receive an email notification about a login to the administration that you do not recognize, use the link in the email to log out all users.
• If the compromise happened longer ago, check the login history and identify the affected services. If you cannot fix the damage yourself, contact support. Provide the date and time of the suspicious IP address login.

In any case, change the administration password as soon as possible.

You can find more information in the articles:

• Administration – Authorized user (administrator)
• Administration – Customer account security
• Administration – Phishing

How do I cancel a customer account?

Before canceling the account, you must make sure that no services are registered under it. First, you must transfer or terminate them.

If you cannot terminate the services, or want to speed up the cancellation, contact customer support.

You can find more information in the articles:

• Administration – Customer account cancellation
• Services – Handover to another customer
• Services – Termination

I do not see a service in my customer account, where is it?

First make sure you are looking for the correct type of service (domain, Webhosting, …) – if you are not sure of the service type, check both Domains and all Hosting services.

If you cannot find your service, check whether it is not with a competitor, or whether it was not set up for you by a third party (e.g. an administrator). Customer support can also help you with this.

You can find more information in the article Services – Transfer from another VEDOS account.

How do I get my services from another customer account?

If you want to take control of your services, for example from an administrator's account or a former employee's account, try contacting that person and asking them to hand them over. If that person does not cooperate, transfer the domains using the authorization password and the hosting contents according to the available access.

If you do not have access to the domain owner's email or to the website CMS or webhosting FTP, we can only handle the situation on request from a court or similar authority.

You can find more information in the article Services – Transfer from another VEDOS account.

How do I change the billing details of a service?

The billing details of a service can be changed only for an unpaid payment request or a balancing invoice for an add-on service. You can make the change for a given document (temporary change), or for the service (permanent change).

If your current billing details do not match those on the accounting documents, keep in mind that:

• Each service has its own billing details. Changing the details for a domain does not affect the details for the webhosting, etc.
• A temporary change does not change other details on the document (order number, variable symbol), while a permanent change cancels the original payment request and immediately issues a new one with the new details, including the variable symbol.
• After payment has been received, the billing details cannot be changed in the system – neither temporarily nor permanently.

You can find more information in the article Services – Billing details.

After paying for the service, it was not activated (renewal) — what is happening?

The most common causes are:

• Sending an incorrect payment: if an unexpected amount arrives in the system (usually because of rounding up or down to whole CZK) or a payment with an incorrect variable symbol, automatic payment processing fails. If you sent a payment rounded down, just send the missing amount with the same variable symbol. The system will automatically combine them and activate or renew the service. In case of an overpayment, contact customer support.
• Paying for the wrong type of service: under one domain name you may have two services registered — the domain itself and a hosting service. If you receive two payment requests for services with the same domain name, check that they are two different types of services (e.g. Domain and Webhosting) and, if you want both services to be set up or renewed, pay both requests by sending the exact amounts with the corresponding variable symbols.
• Deleted services: if services have been expired for too long, the system deletes them in accordance with GDPR rules, including stored data (website content, emails). Such services cannot be restored by paying the invoice — they must be ordered again. The billing department will usually contact you regarding how the overpayment will be handled within 1 business day.

You can find more information in the articles:

• billing – Order payments
• Services – Expiration

How do add-on services work?

Add-on services expand the functionality of basic services such as domains, Webhosting, Mailhosting, and similar services. The management of add-on services follows these rules:

• You can order an add-on service either as part of the order for the basic service, or at any later time.
• For the first period of the add-on service, the system invoices a prorated amount up to the expiration date of the basic service – this may be a few days, but (especially for domains) also years. From the next period onward, the add-on service is invoiced together with the main service.
• Add-on services added later are subject to a 7-day trial period. If you deactivate them again within 7 days of activation, the system automatically cancels the balancing invoice.
• Canceling an add-on service before the expiration of the basic service does not entitle you to a refund or any other compensation. From the next period onward, the system will no longer invoice the canceled add-on service.

You can find more information in the article Services – Add-ons.

How do I properly hand over services to a new owner?

If you are handing over services to another WEDOS customer, make sure that the new owner:

• Is listed in the registries as the owner of all transferred domains. Otherwise, the original domain owner can take them back under their control at any time.
• Has their own billing details set. Otherwise, payment requests will continue to be sent to the original owner.
• Has all services moved to their customer account. Otherwise, only the original owner can make authorized requests for the services.

You can find more information in the article Services – Handover to another customer.

Why do you send me a payment request for services one month in advance?

We do everything we can to keep your services running without interruption. A very common reason for service unavailability is shutdown due to an unpaid invoice – for domains, because of the slow propagation of DNS changes, this can mean several hours of non-functioning website and emails.

An invoice sent one month in advance helps reduce the risk in case of complications with email or payment. If you pay earlier, you do not lose any period – renewal always starts from the current expiration date, not from the date the payment is received.

You can find more information in the articles:

• Services – Expiration
• Services – Renewal

How do I combine payment for a domain and hosting into one invoice?

Because a domain and hosting are separate services, we invoice them separately. If you want to reduce the number of billing documents, consider setting up a Credit Account and enabling automatic service renewal.

You can find more information in the articles:

• Administration – Service behavior before expiration
• Credit Account – Manual

I do not want to renew the service, how do I terminate it?

If you want to end an unnecessary service, you can let it expire either using the link in the payment request email, or via settings in the customer administration.

If the reason for ending the service is the price, consider using the loyalty program ⧉.

You can find more information in the articles:

• Services – Termination
• Services – Renewal discount

Do I need to get Webhosting for a domain as well?

A domain is essentially just a name under which it is easier for people to find a service on the Internet. Such a service is often a website or email, and to run a website and emails you need some hosting – Webhosting, Mailhosting, a server, or a similar service.

VEDOS provides basic functionality for domains even without Webhosting:

• Redirecting the website and emails to another existing domain (with the corresponding hosting).
• Miniweb (basic hosting for a simple website as a domain add-on service – coming soon)

You can find more information in the articles:

• Domains – Basic redirect
• Domains – Miniweb (coming soon)

How do I transfer a domain?

When transferring a domain, first prepare the authorization password (AUTH-ID), which you obtain from the original registrar. Also make sure that the domain is not locked against transfer, which can be caused both by the conditions of the registry itself and by the registrar. VEDOS usually does not lock domains, so any restrictions on our side are given by the registry's conditions.

Tell the new registrar the authorization password and start the transfer process. Both the original and the new registrar may require additional confirmation of the transfer, for example via a link in an email. If the transfer takes longer than roughly tens of minutes, check whether you have such an email in your mailbox.

In any case, follow the instructions of your new registrar. The original registrar has nothing to do with the transfer apart from sending the authorization password and unlocking the domain.

You can find more information in the articles:

• Domains – Authorization password (AUTH-ID)
• Domains – Transfer (change of registrar)

How do I change the domain owner?

Changing the domain owner can mean either transferring it to a new owner, or updating the name or company of the current owner.

Changing the domain owner mainly concerns setting up a new domain contact with the relevant domain registry, which you do either online in the customer administration or through a request confirmed by officially certified signatures of the original and new owner.

A customer account is not enough for the change; you must also own the domain contact and know its identifier. Domains with the CZ extension also allow a MojeID account to be used as the identifier.

If the new owner continues to register the domain through VEDOS, we recommend arranging its complete handover so that invoices do not go to the original owner.

You can find more information in the articles:

• Domains – Change of owner
• Domains – New domain contact
• Services – Handover to another customer

How do I update the contact details of the domain owner?

If the name of the domain owner changes (for example after marriage) or the company name changes, the registries do not allow direct contact edits. You must create a new contact with the current details and then change the owner.

Update other details, such as email, phone number, or address, directly for that contact.

Keep in mind that each domain registry has its own contacts. If you have multiple domains, especially with different extensions, update the owner details for all of them.

You can find more information in the articles:

• Domains – Edit contact
• Domains – Change of owner
• Domains – New domain contact
• Domains – Unavailable owner email

Do you mediate offers to buy domains?

No, VEDOS does not provide any information about the domain owner, except for information available publicly in the registry. We also do not mediate contact between the domain owner and potential buyers.

How do I create a subdomain?

Before you start creating a subdomain, find out exactly where its hosting will run:

• You create a subdomain placed on the main domain's Webhosting directly on that Webhosting; it is enough to create a folder on FTP and place the website files there. DNS is usually directed to this hosting via a record named * and does not need to be reconfigured.
• You set up a subdomain hosted on a separate webhosting or with a competitor in DNS using A/AAAA or CNAME records.

You can find more information in the articles:

• Webhosting – Subdomains
• DNS – Subdomains

How do I set DNS records?

Hosting services usually provide you with a complete list of records you need to set in your domain's DNS. If you have all of these services with VEDOS, you can use automatic DNS setup (directing).

The general procedure for setting DNS for a new hosting service (including a service from another provider) is as follows:

1. Check the domain's DNS servers (NSSET). This ensures that you are setting the records with the correct provider.
2. Delete existing conflicting records. This mainly concerns A/AAAA records (if you delete A, delete AAAA with the same name as well) for the website and MX for emails.
3. Add the new records and wait for them to propagate. This usually takes up to 30 minutes.

You can find more information in the articles:

• Domains – DNS directing to VEDOS services
• Domains – DNS servers (NSSET)
• DNS – Domain records

Which hosting service should I use?

Choose the hosting service for the domain according to the needs of your project.

• Webhosting is suitable if you want to run a website and want more flexibility. You can install any CMS on it, for example WordPress, Joomla, or Drupal, or upload your own HTML pages. Webhosting also includes email mailboxes, so you can have both a website and email on your own domain.
• We recommend Hosting WP if you want a WordPress website and do not want to deal with installation. WordPress is already preinstalled here, so this option is especially suitable for users who want to get started as simply as possible and do not want to deal with technical setup. Hosting WP also includes email mailboxes.
• Mailhosting is suitable if you do not need a website at all, or already have one with another provider, and only want to handle emails on your own domain with us.

If you are planning a WordPress website and want the simplest possible start, we would recommend Hosting WP. If you want more flexibility when creating a website, Webhosting will be more suitable. If you need only email without a website, choose Mailhosting.

More advanced users may consider WMS or VPS services.

You can find more information in the article Services – Selection guide.

I cannot order a hosting service because of the message „The domain name is already used by another service“.

Hosting services tied to a domain usually exclude each other. If one such service already exists in the system, another one cannot be ordered.

• If the conflicting service is in your account, switch from the original service to the new one.
• If the conflicting hosting service is in another customer's account (for example a former administrator's), agree with that customer on removing the problematic domain name, or request intervention from support. Provide the domain name and make sure you send the request from the account where the domain is located.

You can find more information in the articles:

• Services – Change of hosting type
• Domains – Transfer between accounts using authorization password

How does the trial period for services work?

For selected hosting services, we offer a seven-day trial period. You still have to pay for such a service so that it is activated. If you terminate it within 7 days from then, we will refund your money.

You can get the Hosting WP service free for 30 days with a new domain. This trial version is set up automatically after the domain is paid for. If you want to continue using it, you must switch to the full version.

If you have an unused period on an older terminated hosting service and are moving to another one, you can request within the termination process that the proportional part of this period be transferred to the new service.

You can find more information in the articles:

• Services – Termination
• Hosting WP – Trial with a domain

How do I switch from one service (Webhosting, Mailhosting, Hosting WP) to another?

The transition between services tied to a domain name usually consists of these steps:

1. Freeing the domain name by renaming. To be able to create a new service on the original domain, you must make sure that no conflicting hosting service has that name.
2. Migration of emails and data. The services do not share emails or website files/databases, so you must move both either by automatic migration or manually.

You can find more information in the article Services – Change of hosting type.

How do I get a bonus period for moving from a competitor to the Webhosting service?

You can get a bonus period only for an active service. After the first period is paid and Webhosting is activated, the system passes the request for the bonus period to support staff for review. They either approve it or contact you regarding additional information or documents required to grant the bonus.

How do I move data and emails to Webhosting from another provider?

VEDOS offers the option of automatic migration from a competitor. This can be used for:

• Websites and databases of any service that supports FTP access. We cannot automatically migrate websites that do not support FTP access (usually various builders).
• Emails accessible to third-party applications via the IMAP protocol. We cannot automatically migrate mailboxes that require two-factor authentication or another form of access.

If automatic migration is not available, or if it repeatedly fails, we recommend manual migration, and in the case of a website, creating a new one.

You can find more information in the articles:

• Services – Move from another provider
• Webhosting – Automatic data migration
• Emails – Automatic migration

How do I set up working HTTPS on my website?

HTTPS is provided by a digital certificate uploaded to the server. Although some services (for example WEDOS.protection ⧉) allow it to be connected to a domain in their own way, it is usually located on the webhosting, so you deal with HTTPS with the provider of this service.

For HTTPS to work properly on Webhosting, make sure that:

1. The HTTPS support add-on service is active on the Webhosting. This service is free and usually activated automatically.
2. Either a custom certificate or Let's Encrypt is selected in the HTTPS settings.
3. If the Webhosting uses a Let's Encrypt certificate, there are no errors, all domains and subdomains are properly added, and the changes have been applied.
4. The website enforces HTTPS. You can achieve this by configuring the CMS, using a plugin, or using special code in the .htaccess file.

Remember that after HTTPS has been newly activated, it can take 60 – 90 minutes for the settings and certificates to propagate.

You can find more information in the articles:

• Webhosting – Automatic HTTPS
• Webhosting – Manual HTTPS setup
• Webhosting – HTTPS on the website
• Webhosting – Custom SSL (HTTPS) certificate

How do I change the PHP version or other parameters?

The customer administration allows you to change the PHP version or adjust selected parameters. Some parameters (memory_limit, upload_max_filesize, max_execution_time, …) can only be influenced by choosing a different webhosting plan.

Some PHP features and modules are not supported on shared Webhosting for security reasons.

You can find more information in the articles:

• Webhosting – PHP configuration
• Comparison of Webhosting plans ⧉

Do you support multihosting?

Yes, on Webhosting NoLimit and NoLimit Extra you can run more than one domain. In the basic setup, these plans support up to 4 domains (1 name + 3 aliases) and an unlimited number of subdomains. As an add-on service, you can purchase an unlimited number of aliases – the only limitation will then be the performance of the given Webhosting.

Aliases also share email mailboxes. Keep this in mind when setting up multiple email services on Webhosting with aliases.

You can find more information in the articles:

• Webhosting – Aliases
• Webhosting – Separate websites for aliases (multihosting)
• Webhosting – Subdomains
• WebMail – Alias email mailboxes (identities)

Do I need Mailhosting with Webhosting too?

No, get Mailhosting only if you do not want a website at all, or if you handle it some other way (Miniweb, WebSite SODEW, another provider, …). Webhosting and Hosting WP services (except LowCost WP) also include emails, and Mailhosting behaves as a conflicting service toward them.

If you already have Mailhosting set up and want Webhosting or Hosting WP for the same domain, switch to one of these services.

You can find more information in the article Services – Change of hosting type.

What are the email limits and what should I do if I hit them?

Email services are limited by two types of limits:

• Mailbox capacity: each email hosting has a certain capacity shared by any number of mailboxes. This capacity is used not only by incoming mail, but also sent messages, attachments, and spam. You can increase the storage size with add-on services or by changing the plan, up to a maximum of 5 TB.
• Number of messages sent per day: you can send up to 500 messages per day from a standard email hosting. The limit serves to protect the spam reputation of the email servers and resets every midnight CET. The Business plan or extension increases this value to 2500.

You can find more information in the articles:

• Emails – Mailbox occupancy check
• Emails – Increase mailbox storage
• Rules and limits for sending emails ⧉

How do I set up email correctly?

Smooth email operation requires:

• Correctly set DNS records: for receiving mail, make sure MX-type DNS records point to the correct VEDOS mail servers and no others (not even as a backup). For sending, set SPF, DKIM, and DMARC records.
• Mailboxes with sufficient capacity: regularly maintain mail and check capacity for created mailboxes. If needed, you can increase the capacity.
• Up-to-date SMTP and POP3/IMAP servers: keep the server addresses current in your mail client settings. As an alternative, use WebMail ⧉.
• Quick action and communication with support in case of compromise: if a mailbox is compromised and starts sending spam, support will block sending and send information to the billing email of the hosting service where the compromised mailbox is located.

You can find more information in the articles:

• DNS – MX-type records
• Emails – SPF, DKIM, DMARC
• Emails – SMTP, POP3, IMAP
• Emails – Spam (junk mail)

How do I know how much space I have in my mailbox? How do I increase capacity?

By default, all email mailboxes share the common space of the hosting service. From each mailbox that does not have an individual capacity limit, you can therefore check the occupancy status of the shared space. The guide describes the procedure for checking in the WebMail ⧉ interface.

You can increase mailbox space as needed to hundreds of GB or units of TB by setting the add-on service Increase email mailbox space, or by switching to the Business emails add-on service.

You can find more information in the articles:

• Emails – Mailbox occupancy check
• Emails – Increase mailbox space

The website is not working.

A non-working website can have many causes:

• Problem with the domain or DNS: a non-working domain or DNS usually appears as a browser message that the website cannot be found. Check that the domain is active and that the DNS provider has not shut it down. Remember that the domain registrar and DNS provider may differ.
• Hosting unavailability: hosting may be unavailable due to maintenance or an attack. The specific symptoms may vary. First check the Status page at https://vedos.status.online/ ⧉. Another common cause of unavailability is non-payment for the service, which the system suspends 1 day after expiration and deletes completely 30 days after expiration.
• Website damage or compromise: updates, especially automatic ones, can unexpectedly break the website. Likewise, an attacker can interfere with the website code and cause anything from infecting working pages to changing or disabling content. If detected in time, restoration from backup is usually the best solution.

How to prevent website outages, or at least minimize their impact:

• Monitor functionality, for example with EWM or WEDOS Online.
• Protect the service against cyberattacks, for example with WEDOS Protection.
• Turn off automatic updates and back up regularly before manual updates.
• Track service expiration and pay sufficiently in advance in case of complications.

You can find more information in the articles:

• Domains – Troubleshooting
• DNS – Troubleshooting
• Webhosting – Website troubleshooting
• Webhosting – Compromised website

Emails are not working.

Emails usually fail when sending or receiving.

• Email sending may be blocked by the client (Webmail, Thunderbird, …), most often when it is configured incorrectly. Configuration includes the correct name and password and the addresses of the mail servers. The operator may block email sending if the service expires, limits are exceeded (mailbox capacity, number of emails sent per day), or the mailbox is compromised.
• The recipient's email server usually checks whether it can accept the message as incoming mail, or as spam. The legitimacy of the message is assessed based on technical settings (presence of the sender's SPF or DKIM record, blacklisting), as well as its content (spam text patterns). Mailboxes can also be locked by an administrator or operator when the service expires, capacity is exhausted, or for security reasons.

You can find more information in the articles:

• Emails – Troubleshooting
• Emails – Blocking
• Emails – Spam (junk mail)