Frequently Asked Questions





Hosting


How do I host multiple websites on my web hosting package?

You can host several websites on the same hosting package. To do this, you have to attach another domain name or subdomain to this hosting package. Follow this guide to do so How to attach a domain or subdomain to your web hosting package





How do I create a website?

You chose OVH because you need to create a website very quickly but you don't have the technical know-how or understanding of HTML needed to create websites on your own. OVH enables you to build your website using well-known tools such as WordPress, Joomla! PrestaShop and Drupal.

Set up your website in one click without having to fill out any tricky forms. All you need to do is focus on the content of your website. Follow our guide here:
How to install modules





How do I publish my website online?

To get your website online there are a few steps to follow which you can find in this guide:
How to get my website online



How do I connect via FTP to my hosting package?

In order to connect via FTP, you can use free software such as FileZilla. Just follow this guide:
Connecting to a web hosting package via FTP





How do I change my FTP password?

To change the password for your hosting package, go to your customer account and click on the name of your hosting package in the left-hand column

Then go to the "FTP - SSH" tab, where the list of FTP users will be displayed. Click on the little cogwheel to the right of the SSH column and then click "Change the password".

The password will change in a few minutes.





What should I do if I encounter a problem with FTP?

If you have issues with FTP please see this guide:

Recurring FTP problems



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 or 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 because there was a long-running script 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 concurrently.
Website not installed If you get a "Website not installed" error, please see this guide:

Website not installed error





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

When you install a web hosting package, OVH sets up a holding page while you are uploading files to your website. You will probably see this message if you've uploaded your files to the "www" folder but you haven't deleted the content that OVH placed there.

To correct this, you need to delete or rename the "index.html" file set up by OVH. You could simply rename it so you can reactivate it at any time and use it as a holding/under consruction page.

NB : make sure you upload your website files to the "www" folder so they are visible.





How do I view my website's logs and statistics?

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

A few days after you have enabled your website, you will be able to access your statistics and you can start to track your website. Use this guide if you need help:

View your website statistics and logs.





How do I activate the free Start 10M hosting package?

You have access to a free hosting package when you order a domain name. This package includes 10 MB of storage and a customisable 5 GB email account.

You must activate this service via the Control Panel. Select the relevant domain name and click to order a web hosting package.
Then choose "Start 10M" and click "Next"

Please note: if your domain already points to a specific website, we recommend that you do not make any changes to your DNS zone. You will need to wait for the package to finish installing. You will then receive your FTP login details and be able to add an email account. However please note that this type of solution does not come with a database.





I can't find my database login details

When your hosting package is installed, the database that is included is not automatically set up on your solution.
You will therefore not get these details automatically by email.
You have to create your database first.

Log in to your customer account, select the name of the web hosting package in question. Go to "Databases" then "Create a database".

Select "MySQL" and the database size available with your solution. Enter the information needed then click "Next" to finish creating your database.

A few minutes later you will get your database details by email.
If your database has already been created, go to “Database", click on the small cogwheel to the right of your database, and then click "Change the password". Please note: in this instance you will also have to change your database password in your website's configuration file.







Domain


How do 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/.re/.tf/.pm/.yt/.wf/.eu/.be extensions, 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?

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 am 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 package
  • You don't have a hosting package or any associated email accounts
  • You can't create an email account via your billing account. Please make sure that you're logged in to your account as the administrator or technical user.

To solve the issue, either order a package 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?

Do you 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 solution, which gives each user 50 GB of mailbox storage.

Find out more about the Exchange 2016 solution .



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 you set for the email account.




How do I send a large volume of customised and tracked emails?

You can send tens or even hundreds of emails at once, however shared hosting platforms do have restrictions, such as the number of emails you can send per hour.

The EzlML mailing list tool allows you to group together thousands of recipients, but it doesn't give you much freedom to customise your emails, nor is tracking included.







Customer account


How I you change my contact details?

This guide will help you to manage contact





How do I change my customer account details?

Change your account information via the Control Panel.
Go to your NIC handle in the top right, click on "My account" and then "Change".

You can then change your customer account details.





How do I recover my customer account password?

You can generate a new password for your OVH customer account. Please go to the login page to do so then click "Forgotten your username of password?", enter your NIC handle and click "Submit".



Why do I get an error message when I try to change the country in my account details?

You cannot update your country via the Control Panel. In order to change it, first you have to:

  • Update your postal details
  • Then send an email to the support team with your proof of address and written confirmation of your request.

The support team can then edit the country in your customer account for you.
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 solution or hosting package 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 solutions.

Email solutions: :

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 packages: :

  • Recover your web hosting package's IP address.

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


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





General FAQ


What is 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 package (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 is 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 solution?

Since 1999, our qualified support team has been helping you set 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 in 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?

You can create a website before ordering a web hosting package by using a website builder or the services of a specialised agency. The website then simply needs to uploaded to the active hosting package.

You can also create your site directly on the hosting package, either using programming tools, or one of the many modules (CMS) provided: WordPress, PrestaShop, Joomla! and Drupal.



Can I host adult content on a web hosting package?

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 hosting package.

What's more, customers will be advised of their responsibilities and duties regarding content on placing their order, when they accept 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 packages, 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 solution). The "recommended maximum number of sites" that we provide is a simple recommendation, related to the resources of each solution.





Technical FAQ


What do the allocated resources for each solution correspond to?

The "power" of a hosting package can be defined, in simple terms, by the processor resources (Core CPU) and the RAM of the machine (server).

On shared hosting solutions, all these resources were shared indiscriminately without priority. On the other hand, with web hosting packages, Personal and Professional solutions are prioritised differently, whereas the Performance range has resources guaranteed and adaptable.



How can I view the resource usage for my account?

We have added a monitoring tool to your customer account. If you go to the "General information" tab for the hosting solution in question you can see your resource usage and anticipate your needs.



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.

Later, this distinction will disappear, and all domain names linked to your hosting package will come with email accounts.



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).





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 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?

You can do this through the Boost option if you have the Performance package or higher. Click on the name of your Performance hosting package in the Control Panel and then go to the "Boost my solution" tab.



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 Anycast DNS and GeoCache accelerator options?

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