I can’t create or activate a customer account.

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

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

For more information, see the article Administration – Customer Account.

I can’t log in to the Customer Administration.

You log in to the Customer Administration with the email address you entered when creating the account and your password. You can optionally set up OTP two-factor authentication.

• If you know your login email address, you can change your password at https://login.wedos.com/login/newpwd.html ⧉.
• If your login email address is no longer available, contact customer support. Provide the original account login and a new, working email address. The authorization department usually processes such requests within 1 business day.
• If you don’t know your login email address, ask Support for help. Provide the name or number of a service that should be in the account. For security reasons, Support may decline this request.

For more information, see the articles:

• Administration – Login Problems
• Administration – Customer Account Security

I suspect that 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 (for example, a DNS change), it informs the customer by email sent to the service’s billing email address.

The exception is changes made via FTP, in the database, or in the website’s content management system. The customer can make these accessible to any person, whether knowingly or as a result of a website compromise.

• 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 some time ago, check the login history and identify the affected services. If you cannot repair the damage yourself, contact Support. Provide the date and time of the login from the suspicious IP address.

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

For more information, see the articles:

• Administration – Authorized User (Administrator)
• Administration – Customer Account Security
• Administration – Phishing

How do I cancel a customer account?

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

If you are unable to terminate your services, or if you want to speed up the cancellation, contact customer support.

For more information, see the articles:

• Administration – Canceling a Customer Account
• Services – Transfer to Another Customer
• Services – Termination

I don’t see a service in my customer account. Where is it?

First, make sure you are looking for the right type of service (domain, Webhosting, …). If you are not sure of the service type, check both Domainsas well as all Hosting Services.

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

For more information, see the article Services – Moving from Another VEDOS Account.

How do I get my services from someone else’s customer account?

If you want to take control of your services, for example from the account of an administrator or a former employee, try contacting that person and ask them to transfer the services to you. If the person does not cooperate, move the domains using the authorization password (AUTH-ID) and move the hosting content using the available access credentials.

If you do not have access to the domain owner’s email or to the website’s content management system or FTP, we can only resolve the situation at the request of a court or a similar authority.

For more information, see the article Services – Moving from Another VEDOS Account.

How do I change a service’s billing details?

A service’s billing details can only be changed on a payment request that has not yet been paid, or on a supplementary invoice for an Add-on Service. You can make the change for the 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 of a domain does not affect the details of a Webhosting, etc.
• A temporary change does not alter other document data (order number, variable symbol), whereas a permanent change cancels the original payment request and immediately issues a new one with the new details, including a new variable symbol.
• Once a payment has been received in the system, the billing details can no longer be changed, neither temporarily nor permanently.

For more information, see the article Services – Billing Details.

I paid for a service, but it has not been activated (renewed). What is happening?

The most common causes are:

• Incorrect payment sent: if an unexpected amount reached 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, simply send the missing amount with the same variable symbol. The system will automatically match them and activate or renew the service. In the case of an overpayment, contact customer support.
• Payment for the wrong type of service: you can have two services under one domain name: the domain itself and some hosting. If you receive two payment requests for services with the same domain name, check that they are two different types of services (for example, Domain and Webhosting) and, if you want to activate or renew both services, 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; they must be ordered again. As for handling overpayments, the billing department will usually contact you within 1 business day.

For more information, see the articles:

• Billing – Order Payments
• Services – Expiration

How do Add-on Services work?

Add-on Services extend the functionality of basic services such as domains, Webhosting, Mailhosting, and the like. Add-on Services are managed according to the following rules:

• You can order an Add-on Service either as part of the basic service order or at any time later.
• The system invoices the first period of an Add-on Service as 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 on, Add-on Services are invoiced together with the main service.
• Add-on Services added later are covered by a 7-day trial period. If you deactivate them again within 7 days of activation, the system automatically cancels the supplementary invoice.
• Canceling an Add-on Service before the basic service expires does not entitle you to a refund or any other compensation. From the next period on, the system no longer invoices the canceled Add-on Service.

For more information, see the article Services – Add-on Services.

How do I correctly transfer services to a new owner?

When transferring 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 control back at any time.
• Has their own billing details set up. Otherwise, payment requests will continue to go to the original owner.
• Has all services moved to their customer account. Otherwise, only the original owner can submit authorized requests for the services.

For more information, see the article Services – Transfer to Another Customer.

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

We do everything we can to keep your services running without outages. A very common reason for service unavailability is that they are switched off because of an unpaid invoice. For domains, because of the slow propagation of DNS changes, this can mean several hours of a non-working website and email.

An invoice sent a month in advance helps reduce the risk in case of problems with email or payment. If you pay earlier, you do not lose any time, because renewal always starts from the current expiration date, not from the date the payment was received.

For more information, see the articles:

• Services – Expiration
• Services – Renewals

How do I combine the 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 turning on automatic service renewal.

For more information, see the articles:

• Administration – Service Behavior Before Expiration
• Credit Account – Manual

I don’t want to renew a service. How do I terminate it?

If you want to end a service you no longer need, you can let it expire, either by using the link in the payment request email or by changing the setting in the Customer Administration.

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

For more information, see the articles:

• Services – Termination
• Services – Renewal Discount

Do I have to get Webhosting with my domain?

A domain is essentially just a name under which people can more easily find a service on the Internet. Such a service is often a website or email, and to run a website and email you need some kind of hosting: Webhosting, Mailhosting, a server, or a similar service.

VEDOS provides basic functionality for domains even without Webhosting:

• Redirecting the website and email to another existing domain (with the corresponding hosting).
• Miniweb (basic hosting for a simple website as an Add-on Service of the domain – coming soon)

For more information, see the articles:

• Domains – Basic Redirect
• Domains – Miniweb (Coming Soon)

How do I transfer a domain?

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

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

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

For more information, see the articles:

• Domains – Authorization Password (AUTH-ID)
• Domains – Transfer (Registrar Change)

How do I change the domain owner?

A change of domain owner can be either a transfer to a new owner or an update of the name or company of the current owner.

Changing the domain owner primarily involves setting a new domain contact at the relevant domain registry, which you can do either online in the Customer Administration or through a request confirmed by officially certified signatures of both the original and the new owner.

Having 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 you to use a MojeID account as an identifier.

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

For more information, see the articles:

• Domains – Changing the Owner
• Domains – New Domain Contact
• Services – Transfer to Another Customer

How do I update the domain owner’s contact details?

If the domain owner’s name changes (for example, after marriage) or the company name changes, registries do not allow the contact to be edited directly. You must create a new contact with the current details and change the owner.

Update other details, such as email, phone number, or address, directly in the given contact.

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

For more information, see the articles:

• Domains – Editing a Contact
• Domains – Changing the Owner
• Domains – New Domain Contact
• Domains – Unavailable Owner Email

Do you broker offers to buy a domain?

No, VEDOS does not provide any information about the domain owner, except what is publicly available in the registry. We also do not broker communication 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 located on the main domain’s Webhosting directly on that Webhosting: simply create a folder via FTP and place the website files in it. DNS is usually pointed to this hosting with 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.

For more information, see the articles:

• Webhosting – Subdomains
• DNS – Subdomains

How do I set up DNS records?

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

The general procedure for pointing DNS to 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 applies especially to A/AAAA records (if you delete an A record, also delete the AAAA record with the same name) for the website and MX records for email.
3. Add the new records and wait for them to propagate. This usually takes up to 30 minutes.

For more information, see the articles:

• Domains – Pointing DNS to VEDOS Services
• Domains – DNS Servers (NSSET)
• DNS – Domain Records

Which hosting service should I use?

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

• Webhosting is suitable if you want to run a website and want more freedom. You can install any content management system on it, such as 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 installing it. WordPress is already preinstalled here, so this option is mainly 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 email 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 freedom in building your website, Webhosting will be more suitable. If you only need email without a website, choose Mailhosting.

More advanced users can also consider WMS or VPS services.

For more information, see the article Services – Selection Guide.

I can’t 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 already exists in the system, you cannot order another.

• 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), agree with that customer on removing the problematic domain name, or request intervention from Support. Provide the domain name and make sure you are sending the request from the account where the domain is located.

For more information, see the articles:

• Services – Changing the Hosting Type
• Domains – Moving Between Accounts with the 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 to activate it. If you terminate it within 7 days from then, we will refund your money.

You can get Hosting WP 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 hosting service that you are terminating and you are switching to another one, you can ask, as part of the termination, to have the prorated part of this period transferred to the new service.

For more information, see the articles:

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

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

Switching between services tied to a domain name usually consists of the following steps:

1. Releasing 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 this name.
2. Migrating emails and data. Services do not share emails, files, or website databases with each other, so you must move both, either by automatic migration or manually.

For more information, see the article Services – Changing the Hosting Type.

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

You can get a bonus period only for an active service. After you pay for the first period and Webhosting is activated, the system therefore passes the bonus period request to Support staff for review. They will either approve it or contact you for further information or documents that must be provided to recognize the bonus.

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

VEDOS offers automatic migration from competitors. It 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 website builders).
• Emails accessible to external 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 for a website, creating a new one.

For more information, see the articles:

• Services – Moving from Another Provider
• Webhosting – Automatic Data Migration
• Email – 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 you to attach it to a domain in their own way, it is usually located on the Webhosting, so you handle HTTPS with the provider of that service.

For HTTPS to work correctly on the Webhosting service, make sure that:

1. The HTTPS support Add-on Service is active on the Webhosting. This service is free and is usually activated automatically.
2. In the HTTPS settings, either your own certificate or Let’s Encrypt is selected.
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 the HTTPS protocol. You can achieve this through the content management system settings, using a plugin, or with special code in the .htaccess file.

Keep in mind that after HTTPS is newly activated, it can take 60 – 90 minutes for the settings and certificates to propagate.

For more information, see the articles:

• Webhosting – Automatic HTTPS
• Webhosting – Manual HTTPS Setup
• Webhosting – HTTPS on a 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 and to fine-tune selected parameters. Some parameters (memory_limit, upload_max_filesize, max_execution_time, …) can be changed only by choosing a different Webhosting plan.

For security reasons, we do not support some PHP features and modules on shared Webhosting.

For more information, see the articles:

• Webhosting – PHP Configuration
• Webhosting Plan Comparison ⧉

Do you support multihosting?

Yes, on NoLimit and NoLimit Extra Webhosting you can run more than one domain. In the default configuration, these plans support up to 4 domains (1 name + 3 aliases) and an unlimited number of subdomains. You can purchase an unlimited number of aliases as an Add-on Service; the only limit will then be the performance of the given Webhosting.

Aliases also share email mailboxes. Take this into account when setting up multiple mail services on a Webhosting with aliases.

For more information, see the articles:

• Webhosting – Aliases
• Webhosting – Separate Websites for Aliases (Multihosting)
• Webhosting – Subdomains
• WebMail – Alias Mailboxes (Identities)

Do I need Mailhosting in addition to Webhosting?

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

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

For more information, see the article Services – Changing the Hosting Type.

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

Email services are restricted by two kinds 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 by 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: from standard email hosting you can send up to 500 messages per day. The limit protects the spam reputation of the email servers and resets every day at midnight Central European Time. The Business plan or extension raises this value to 2,500.

For more information, see the articles:

• Email – Checking Mailbox Usage
• Email – Increasing Mailbox Space
• Email Sending Rules and Restrictions ⧉

How do I set up email correctly?

Trouble-free email operation requires:

• Correctly set DNS records: to receive mail, make sure that MX DNS records point to the correct VEDOS mail servers and no others (not even as a backup). For sending, set up SPF, DKIM, and DMARC records.
• Mailboxes with sufficient capacity: regularly maintain the mail in the mailboxes you have created and check their capacity. If necessary, you can increase the capacity.
• Current SMTP and POP3/IMAP servers: keep the server addresses in your mail client settings up to date. As an alternative, use the WebMail ⧉.
• Quick action and communication with Support in case of a compromise: if a mailbox is compromised and used to send unsolicited mail, Support blocks sending and sends a notification to the billing email address of the hosting service where the compromised mailbox is located.

For more information, see the articles:

• DNS – MX Records
• Email – SPF, DKIM, DMARC
• Email – SMTP, POP3, IMAP
• Email – Spam (Unsolicited Mail)

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

By default, all mailboxes share the common space of the hosting service. From any mailbox that does not have an individually limited capacity, you can therefore check how full the shared space is. The guide describes how to check this in the WebMail ⧉.

You can increase the mailbox space as needed up to hundreds of GB or several TB by setting up the Add-on Service Increased Mailbox Space, or by switching to the Business Email Add-on Service.

For more information, see the articles:

• Email – Checking Mailbox Usage
• Email – Increasing Mailbox Space

My website is not working.

A non-working website can have many causes:

• Domain or DNS problem: a non-working domain or DNS usually shows up 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. Keep in mind that the domain registrar and the DNS provider may be different.
• Hosting unavailability: hosting may be unavailable because of maintenance or an attack. The specific symptoms may vary. First, check the Status page at https://vedos.status.online/ ⧉. The second common cause of unavailability is an unpaid 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 damage a website. Likewise, an attacker can interfere with the website’s code and cause anything from infecting working pages with viruses to changing or disabling content. If detected early, the best solution is usually to restore from a backup.

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

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

For more information, see the articles:

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

Email is not working.

Email usually fails when sending or receiving.

• Sending an email may be blocked by the client (Webmail, Thunderbird, …), most often when it is configured incorrectly. The configuration includes the correct username and password and the addresses of the mail servers. The provider may block sending emails if the service expires, if limits are exhausted (mailbox capacity, number of emails sent per day), or if the mailbox is compromised.
• The recipient’s email server usually checks whether it can accept the message as incoming mail or as spam. It judges the legitimacy of the message 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 the administrator or provider when the service expires, when capacity is exhausted, or for security reasons.

For more information, see the articles:

• Email – Troubleshooting
• Email – Blocking
• Email – Spam (Unsolicited Mail)