Frequently Asked Questions





Hosting


I've published my website but the OVH "site under construction" message is still being displayed

When you install a web hosting plan, OVH sets up a loading page while your website files are being deposited. You will probably see this message if you've put your files in the "www" folder and haven't deleted the content that OVH saved there.

To correct this, you need to delete or rename the "index.html" file set up by OVH. You can simply rename it at any time so that you can reactivate it as a loading page.

Other useful information you must place your website files in the "www" folder.



I can't find my database login details

The database that comes with your hosting plan is not automatically installed on setup. You will therefore not receive this information by email until you've created your database.

Log in to the Control Panel and select the relevant domain name.
Go to "Web hosting" -> "Manage SQL" -> "New database".

Enter the information requested and then click on "Validate" to finish creating your database.

A few minutes later, you will receive the information by email.

If your database has already been created, you can retrieve the installation email via the Control Panel.
Go to "Administration" -> "My settings" -> "Emails Summary" to retrieve this email.




How do I change my hosting plan?

Do you want to change your hosting plan but don't know how?
Simply follow our guide: Changing my hosting plan.



How do I set up a multi-domain?

Need help setting up a multi-domain on your OVH web hosting plan?
Simply follow our guide: Setting up a multi-domain.



How do I change my website's principal domain?

Want to change the principal domain name on your hosting plan but don't know how?
Our guide will help you: Changing the principal domain of my website.



How do I view my stats?

Statistics are available for every hosting plan by default, so you don't need to order any additional services.

A few days after your hosting system has been activated, you will have access to your statistics and you will be able to keep track of your website.
View my website stats.



What do these errors mean?

404 This error occurs when you try to view a page that doesn't exist or no longer exists on the server.
The URL could also be typed incorrectly, which would direct you to a non-existent page.
403 This error is related to file permissions (CHMOD).
The user doesn't have sufficient rights to view the requested page. OVH may change these rights if the website is hacked mishandled by a customer.
500 The 500 error could be caused by:
  • An incorrectly configured or coded .htaccess file.
  • The file permissions are incorrect.
  • A script was blocked by our Okillerd robot if, for example, there was a long file to execute, or an unauthorised command.
Address not found First make sure that your internet connection is enabled. Remember to clear the browser cache, and make sure there are no firewalls interfering with your internet connection.

This error can be caused by an incorrect DNS configuration, or by using a domain name that doesn't exist.
Error establishing a database connection This error concerns connection to the database.
This can happen if client files are configured incorrectly. These files therefore wouldn't contain the correct information to connect to the database.
It may also occur randomly when too many connections are made to the database simultaneously.






Domain


How I change the domain name owner?

Before you begin, please be aware that certain rules apply to changing the owner of a domain name.

For .fr/.be/.eu/.reextensions, you have to follow the steps described here:


The following guide explains how to change the owner of a domain name with extensions such as .com/.net/.org/.info/.biz :


For more information on changing the domain name owner, you can view the technical details for domains, available here:


Select the domain extension from the list on the left, then click "Details" on the right.



How do I transfer a domain name to OVH?

These guides will explain how to transfer a domain name:


This guide will provide further information on domain name transfers:



How do I redirect my domain name?

There are several ways to redirect a domain name.
This guide will help you: Creating a web redirection.





Email


How do I add an email account?

Need help creating your email address? Follow this guide:





How do I create an email address when I'm being prevented from doing so by a warning message?

There are several reasons for this message appearing:

  • You have used up all the email accounts included in your hosting plan
  • You don't have a hosting plan or any associated email accounts
  • You can't create an email account via your account. Please make sure that you're logged into your account as the administrator or technical user.

To resolve the issue, either order a plan that allows you to create an email account, or log in again with the correct NIC-handle.



How do I send and view messages using Roundcube?

Need help sending an email? Follow this guide on how to use Roundcube:





How do I set up email redirection?

Want to redirect your emails to another email address?
This guide will help you:





How do I set up or delete an auto-responder?

Want to set up an auto-responder?
This guide will help you:





How do I configure my email address on my email client?

Various guides are available to help you configure your email address using various email clients.

You can see our guides via this link:





How do I get more than 5 GB of space on my email account?

This is not currently possible.

You can either:

  • change your email management policy and stop storing everything on the server
  • choose the Exchange offer, which gives you 50 GB space and the email solution of reference.

Find out more about the Exchange 2013 solutions.



What do these errors mean?

553 sorry, that domain isn't allowed to be relayed thru this MTA (#5.7.1) This error means that SMTP authentication is not enabled on your email client.
To correct this, enable authentication for the outgoing mail server. To log in, use your full email address as the login ID and the password is the one you set for the email account.






Customer account


How do I change my contact details?

These two guides will help you manage the contacts of your services:





How do I change my customer account information?

Change your account information via the Control Panel.
Go to Administration > My settings > Personal information .

You can then edit your customer account information.





How do I retrieve my customer account password?

You can generate a new password for your OVH customer account. Simply follow the instructions in this guide:





Why do I get an error message when I try to change the country in "Personal information"?

You cannot update your country via the Control Panel. You must firstly:

  • update your postal address
  • send an email to the support team with supporting documentation: proof of address and a written confirmation of your request.

The support team can then edit the country in your customer account.
You will however continue to receive support from the support team of the country where your account and contracts were first validated.





Other


Can I order an email service or hosting plan if my domain name is not registered with OVH?

Absolutely. However, you must correctly configure your current domain in order to use our email and hosting services.

Email services:

Select one of the following email configurations:

  • mx0.ovh.net - no protection
  • mx1.ovh.net and mx2.ovh.net - simple anti-spam, with different priorities
  • mx3.ovh.net and mx4.ovh.net - anti-spam + antivirus, with different priorities
  • redirect.ovh.net - enables your emails to be redirected to another address (it does not allow you to manage the domain POP accounts. The OVH DNS servers must be used in this configuration).

Then forward the configuration to your current provider to update it on your current DNS zone.

Web hosting plans:

  • Retrieve your web hosting plan's IP address.

Then forward it to your current provider to update it on your current DNS zone. Follow this guide to retrieve your IP address:


View the "Retrieving my hosting system IP address" and "IP and clusters summary table" sections.





General FAQ


What's web hosting?

Web hosting, also known as "online" or "internet hosting" is a service that consists of a disk space to put your website online, so that it can be permanenently accessed on the internet.

A web hosting system (also sometimes referred to as "shared hosting") rests on a common architecture which is managed by the hosting service provider. This means that everything is taken care of for the customer.



What's a domain name?

A domain name generally corresponds to a website address. The Domain Name System or DNS enables requests to be redirected to this domain, the correct hosting system or other associated services, such as emails.

There are so-called generic domains, (such as .com .net .org), which are not attached to any zone, and geographical extensions, (such as .fr .eu .asia). Nb - around 700 new extensions, will soon be released: .web, .uk, .shop, .london, .sex, etc.



What's the difference between a web hosting, a dedicated server and a cloud service?

A web hosting service means that the customer does not have to worry about the platform (or architecture) that their website is stored on. As it's a shared platform, the management tools are also shared, which means they're easy for newbies to use as they have been designed to be used by all.

Dedicated servers imply that the customer also manages the machine, which is theirs, offering more freedom in terms of resource usage and configuartion. However, this means having to manage more settings and anticipating the possible impact on your website.

The cloud is based on the principle of a virtualised platform and/or resources allocated to your website. It provides increased flexibility interms of your configuration, which generally is customised according to your requirements when virtualised. The management and customisation features are laregly derived from dedicated servers and are thus more sophisticated.



Why should I choose an OVH web hosting service?

Since 1999, our qualified support team has been assisting you in setting up your web projects. 18 million applications and 150,000 servers hosted make OVH the number 1 hosting provider in Europe and number 3 globally.

We develop web solutions that give you many configuration options; for example modules that allow you to set up an online shop or a blog. It's also really easy to manage your services via the OVH Control Panel.

Our high security global fibre optic network provides a seamless internet hosting service and as a result, over 700,000 customers have already put their trust us in France and in our 16 subsidiaries.



Who are web hosting services aimed at?

Web hosting plans are generally favoured by customers who want an easy way to manage a professional website, a personal blog or even several websites, and to not have to worry about the hosting platform. Experienced users however tend to opt for a dedicated server so that they can manage everything themselves, including the machine.

These hosting plans respond to a wide range of needs and are able to support a large number of projects. They are therefore suitable for users of all kinds of profiles, from individuals to large companies.



How do I create a website?

A website can be created prior to ordering a web hosting package, for example using a website builder or the services of a specialised agency. The website then simply needs to placed on the active hosting system.

You can also create your site directly on the hosting platform either by using programming tools or one of the many modules (CMS) which allow you to install 1 click installation of a web solution on your hosting system.



Can I host adult content on a web hosting service?

Adult content can be hosted as long as it's done within the law and the online application complies with the usual regulations on websites containing content reserved for a restricted audience (e.g. access to minors is prohibited). However, OVH strongly recommends the Performance planoffer for this type of service.

What's more, customers will be advised of their responsibilities and duties regarding content on placing their order, at the time of accepting the terms and conditions.



Which hosting service has limitations in terms of the number of websites or domain names?

You can use up to 1000 domain names on the Personal and Professional offers, and there's no limit on the Performance range.

As for websites, you can create and host as many as you like (within the limits of the contractual conditions and the features of your offer). The "recommended maximum number of sites" that we provide is a simple recommendation, related to the resources of each offer.





Technical FAQ


What do the allocated resources for each offer correspond to?

The "power" of a hosting system can be defined simply by the processor (Core CPU) and the RAM of the machine (server) that serve as the platform.

On shared hosting services, all these resources were shared irrespectively without priority. On the web offers, there is prioritisation between Personal and Professional, whereas the Performance range benefits from resources guaranteed and adaptable.



How can I tell how much resources my hosting system is using?

We will soon be developing and integrating a monitoring tool in the OVH Web Control Panel to keep track of the resources consumed by your hosting system. You will thus be able to see whether your plan suits your requirements.



Can I replace the domain name linked to my hosting plan?

You can add other domain names to your hosting plan, and each can be defined and managed separately. However, only the domain name you registered when you place your order can currently benefit from exclusive services, such as email. This domain name is known as the "principal domain name".

This distinction will be removed at a later stage, and every domain name linked to your hosting plan will be able to benefit from included email accounts. For the time being, if you want use a domain other than the original, you will need to change your principle domain name.



Can I share the email accounts included in my offer on multiple domain names?

Not yet. Only the "principal domain name" can currently use the exclusive services included.

This distinction will be removed at a later stage, and every domain name linked to your hosting plan will be able to benefit from included email accounts. For the time being, if you want use a domain other than the original, you will need to change your principle domain name.



What are the quotas for sending emails?

For emails transmitted by SMTP ns0/ss10, there's a limit of 200 emails/hour per email account and 300 emails/hour per IP. You may use another SMTP and/or EzlML mailing-list tool included in your email plan instead or as an addition.

PHP emails (sent via function from the website) are not limited in number, but will be blocked if too many errors are returned (which would have to be corrected and unblocked by you via your manager).

If you're looking for a solution for sending mass and/or marketing emails with tools for managing emails and statistics, please check out this solution from our partner Mailjet



Can I have a dedicated IP?

No. However, you will have access to a wide range of geolacated IPs in various countries in which OVH has web service replication points. It's included free of charge and you can freely move from one IP to another via the Control Panel.



What are the GeoCache Accelerator rules?

To make things even easier, data handled by the CDN is currently selected and managed automatically, meaning that all non-dynamic elements will be cached by default, such as images, videos, graphics, etc.

An element is first cached, on a given PoP, when a visitor uses it via a connection in the zone that uses this PoP.

The maximum size of a file to be cached is 100 MB on the European PoPs and 20 MB on the non-European PoPs (subject to change). The frequency of the automatic refreshing of an element (the TTL), excluding manual site updates or prior visits, is 60 minutes in Europe and 10 minutes elsewhere.



How do I manage the GeoCache Accelerator?

You can enable or disable the included GeoCache Accelerator option and you can also clear the cache on the PoPs via the Control Panel. To find out more about managing the GeoCache Accelerator, go to our guide.



Is the DNSSEC service included on the domain name?

Yes. DNSSEC is offered free of charge on any domain where the extension is compatible with this service. The option can be enabled/disabled via the OVH Control Panel.





Order/Billing FAQ


Is it possible to order/manage a hosting service without a domain name?

The order process on the website does not allow you to sign up for a hosting plan without a domain name. However, you can add a hosting plan to a domain name in your OVH Control Panel, whether the domain is registered with OVH or simply declared on the DNS zone.

This domain name will be used if it exists, otherwise it will simply be a reference linked to the hosting plan. On expiry of your domain name and hosting plan, you will be able to renew one or the other independently.



Is the migration automatic and/or compulsory?

It's up to the customer to request the migration of their service via the OVH Control Panel. The system will manage the change of service; your website and all your data will be retained and will remain accessible.



Can I change my plan for a few days and go back to the old one?

Not as yet; however, we are thinking of offering this type of bespoke service in the future.



How do I renew my hosting plan?

When one of your OVH services is near expiry, an email will be sent out a month in advance to notify you, and you will also be sent reminders until the expiry date and a final email once the service has expired. These emails will contain the list of products near expiry and a link to create your renewal order.

It's also possible to carry out this operation directly via our website, by entering in the request the names of the products you wish to renew.

You will also find a list of services near expiry in your OVH Control Panel under Administration > My services > Auto-renewal, with a button to activate the renewal.



What will happen to the domain name included with my hosting plan after the first year?

The domain name offered free for 1 year with your OVH hosting service will expire a year after its creation date. You can renew this domain at the annual price for the relevant extension if you do wish to retain it. The same goes for the Anycast DNS option linked to your domain, which can be renewed (for £0.83 excl. VAT/year.

If your domain name is not renewed, you will not be able to use it any more (for your website nor the associated email accounts) and it will be deleted. However, you can renew your hosting plan separately, which will remain active (accessible via another domain you have linked it to, for example).



Can I opt out of the included Anycast DNS and CDN services?

Anycast DNS is free, without obligation, for a year with the domain name that comes with your hosting plan, but you can choose to opt out of it when you place your order.

The included GeoCache Accelerator service will be set up by default, unless you want to order/use a private SSL certificate (which is not compatible with the GeoCache Accelerator).