FAQ LWS

Getting started with LWS

What methods of payment are accepted?

CB
Cheque
Money order
Paypal
Bank transfer

If you represent an institution, you will be able to pay through your treasury, on presentation of the pro-forma invoice which will appear on the screen at the end of your order. All the information you need to send the payment will be given to you at the end of your order.
Payment by Western Union is possible for new orders of more than 50 euros. If your order meets these conditions, edit your quotation on the sales site and then contact us to receive the form and the necessary instructions.

How long does it take to validate orders?

Orders are only validated on receipt of payment:

If you have paid by credit card or Paypal: this takes 2 hours
You paid by bank transfer or Western Union: it takes 48 working hours
You paid by cheque or money order: it takes 10 days

Once your order has been confirmed, you will receive all the information you need to use it by email (Click here if you have not received anything).
It takes 24 hours to use your domain name / web hosting (maximum delay due to DNS propagation on the web), and less than 4 hours to use your VPS server or online backup / storage solution.a

I'm not liable for VAT, so how do I pay exclusive of VAT?

When you place your order, the system automatically calculates whether you are liable to pay French VAT, depending on your country of residence and your status (private individual or company). If the system indicates on the quotation that you are liable to pay VAT, then it will not be possible to remove it.
If you omitted to specify your VAT number when you placed your order, and you paid the quote with tax even though you were not liable for it, we are sorry but it will not be possible to have the excess refunded to you.
In this case, we invite you to change your billing details in your customer area so that you no longer have to pay tax on future orders.

I've paid but haven't received anything. What should I do?

If you have only received your customer account login details, log in to check whether or not your order has been validated.
If the time limit for processing your order has passed (see Question above: "How long does it take to validate orders?"), and your customer panel still shows "awaiting payment", then contact us so that we can search for your payment (provide all the information required for the search: date, number of the quote paid, payment method, transaction number, name of the account holder, etc.).

If you have not received anything or if your customer panel indicates that the order has been validated but you have not received the e-mail indicating the parameters for use, then follow the procedure for receiving e-mails.

If, after following this procedure, you still haven't received anything, then ask for your contact email address to be changed:

1 - Go to https://www.lws.fr/panel/frperte.php
2 - Tick "customer area login".
3 - Click on the blue link: 'Would you like to change your contact email?' then follow the instructions.

Customer account

I no longer have the access parameters for my customer area. How can I find them?

If you have lost your FTP connection settings, you can request them by email from this page: https://panel.lws.fr/frperte.php

If the email address associated with your customer account is no longer valid, you can request a change using the following p rocedure:

1 - Go here : Lost password
2 - Tick "customer area login".
3 - Click on the blue link: 'Would you like to change your contact email?' then follow the instructions.

How can I change the information in my customer account?

You can easily change your contact details (billing, postal address, telephone number, contact email address) from your customer area.
If you wish to change the contact details of the owner of the customer file (Last name, First name, Status), you will need to make a transmission for each of the domain names in your customer area:

Click on the "Admin" butto n to the right of the domain concerned,
Go to the "Domain management" section,
Icon "Transmission intra-LWS".

How can I access my invoices?

Each invoice is sent by e-mail as soon as the order has been processed, or you can easily download them from your customer area.

How do you renew?

You can renew easily from your customer area.
If you have one or more domain name(s) and/or web hosting(s), follow the procedure below

If you have one or more VPS server(s) or online backup/storage solution(s) that you paid for by credit card when you ordered, your account will be automatically renewed for the next renewal date.
You can update your CB payment details if they have changed, or renew your account manually from your customer area if you prefer.

How do I cancel?

If you have one or more domain name(s) and/or web hosting(s), then your account is not subject to tacit renewal (unless you have activated it manually, in which case you simply need to deactivate it from your customer area under the heading "Auto-renewal").

If you have one or more VPS server(s) or online backup/storage solution(s) that you paid for by credit card when ordering, then you should cancel by post: Download the cancellation form and send it to the address indicated.

Domain name

How do I change the owner of a domain name?

To change the owner of a domain name, the contact who holds the domain name must be changed directly with the registrar.

You will need to create a new customer ID in the new name of the new owner via your customer area (drop-down menu in the top right-hand corner of your customer panel, link "Create a new LWS ID").

Then, in the current customer area of the domain you wish to modify, simply go to domain management, then click on Domain transfer.
Here is a summary of the next steps:

Comment transférer mon nom de domaine chez ".LWS." ?

To transfer your domain name, with or without a hosting package, all you have to do is place the order on our site, specifying exactly the name of your domain.
You will be told when you place the order that it is a transfer.

For all incoming transfers, the domain will be transferred from your previous provider to our services in just a few days if you follow the transfer steps (the transfer is not automatic; you will need to contact your previous provider to finalise the transfer).

During these few days, all you have to do is publish your site on our servers, create your emails, etc. from your customer area to avoid any interruptions).

Then, to follow the progress of your transfer, go to your customer area where you'll see an information window showing you the stages of your transfer in real time.
The price of the service depends on the domain extension and its hosting. You can do a simulation via our site.

How do I redirect my domain name?

There are different ways of redirecting your domain name:

You can associate your domain name with other DNS servers in order to delegate the management of the site and emails to this one:

You can associate your domain name with other DNS zones in order to delegate the management of the site and/or emails to this

one:

You can associate your domain name with another website in order to access your site by typing only your domain name in the web browser: Go to your customer area, Domain management, Web redirection icon.

How can I obtain the auth code and unblock my domain?

To prepare your domain for transfer to another service provider (obtain the transfer code, unlock the domain, change the administrative contact), please follow the procedure described here:

1 ) Validate your details in the "Edit details" section of the drop-down menu in the top right-hand corner of your customer area.
2) Wait 30 minutes
3 ) Go to the "Admin" button and then the "Domain management" icon.
4 ) On the "Domain Protection" icon, click on "Deactivate" and then confirm (some domain extensions do not need this step).
5 ) Wait 24 hours.
6 ) Go back to the "Admin" button and then the "Domain management" icon to request that your transfer code be sent by e-mail from the "Auth code" icon.

Emails

How do I add an e-mail account?

Creating e-mail accounts takes just a few clicks from your customer area:

1 ) Click on the "Admin" button for the domain for which you wish to create one or more addresses
2 ) Go to the "E-mail administration" section
3 ) Fill in the fields to choose the name of your address, its access password and the quota you wish to allocate to it.
4 ) Confirm → You can now easily view and send your messages from webmail

How do I check and send my messages from webmail?

Roundcube webmail is easily accessible via any Internet browser.
To access it, follow these steps:

1 ) Type the address http://mail.votredomaine.ext into your browser (yourdomain.ext is an example, replace these words with your own domain name)
2 ) Enter the full e-mail address you wish to use as your User Name
3 ) Enter the password you chose when you created this email address
4 ) Select your preferred language
5 ) Click on the "Login" button

How do I configure my e-mail address in my e-mail software?

Find out below how to configure your email addresses in email client software such as Outlook, Thunderbird, Windows Live Mail, Iphone, mac etc :
Configuring your email addresses

I've used up my email disk space. What should I do?

You can choose the maximum space allocated to each of your mailboxes in your customer area under "Email administration".
If you have reached the maximum limit that can be allocated, we invite you to connect to your email account via the webmail available in your customer area in order to delete emails from this mailbox.

Find out how to delete emails from Roundcube below:Watch the procedure on video

Currently on a shared package, you are limited to 2 GB of disk space per mailbox, and you can store 10,000 emails.

You can increase this quota by subscribing to an additional email option by clicking on the 'Do you need more email space? link below the 'Maximum storage space for emails' gauge.
If you want to increase this limit (to have more than 5GB of disk space per email account), you'll need to upgrade to a VPS package.

I can no longer send mail: sender address rejected, too many spam messages

Here is a documentation on the error codes used on our shared services:See the error codes

If you have not sent this type of message, we invite you to change the password associated with your e-mail account from your customer area and the "e-mail administration" section, then by clicking on the e-mail box for which you wish to take this action.

If your account has been permanently suspended, you will need to open an on-call procedure so that our technical team can analyse the error and manually unblock your account if it complies with our security conditions.

The procedure for opening an on-call procedure is explained here: Open an on-call period

Website creation

How do I use MonSiteWeb software?

You can easily install software such as Joomla, Wordpress, Prestashop etc. from your customer area.
To do this, click on the "Admin " button for the domain on which you want to install software and go to the "LWS Auto-install" section.

For more information, click here

Comment installer un logiciel via l'Auto-Installer

How do I publish my website?

You can publish your website in just a few clicks from your customer area. Find out how here: ".getLinkArticleById(78,$config['site']['wikiurl'])."
If you use another publishing software, check your delivery email to obtain your FTP parameters.

For more information, click here: ".getLinkArticleById(79,$config['site']['wikiurl']);

VPS

What is a VPS?

Virtual Private Servers mean that the customer also administers the machine, which is their own, giving them greater freedom to use resources and configure it.
But these are more parameters that need to be mastered, and you need to anticipate the possible reactions of your site.

Are VPS offers ready to use?

Yes, the machines are delivered ready to use: all the services needed for a website or web application to function properly are already installed by us.

As the administrator of your server, you have the option of modifying all the configurations previously delivered.

How do I access SSH?

To gain SSH access to your virtual private server, you must first validate an identity verification request.

To do this, follow the procedure described here: ".getLinkArticleById(287, $config['site']['wikiurl']);

My IP address has been blacklisted. What can I do?

As administrator of your server, only you can ask lists to deblacklist you.
If a list asks you to pay to be unblacklisted, do not pay as this is abusive and generally this type of list is very rarely used, so it is of little penalty to your business.

Online backup / storage

What are the differences between the offers?

Owncloud and Pydio allow you to store, back up, synchronise and access your files from any device connected to the internet.
The many applications and protocols available give you a huge portfolio of possibilities.

The Standard Pro backup package lets you automate your backups using software installed directly on your computer.

The special photos package is dedicated to private individuals, allowing you to archive your photos without any limits on a secure server and to view them from anywhere with a simple Internet browser. ( Smartphone compatible too )

What is the maximum file size?

The maximum size is set at 2GB on all our offers. If you need to store files larger than 2GB, please contact us.

What is the download speed?

On our packages, there is no limit to the transfer. Download speed depends solely on your Internet connection.

How many users can connect at the same time?

On an online storage account, only one user can connect to the administrator account.

General FAQ

What is web hosting?

Web hosting is a service that includes disk space where you can put your site on the Internet, making it permanently accessible on the net.
This type of hosting, known as "shared " hosting, is based on a common architecture managed by the hosting provider, meaning that the customer only has to look after their site and nothing else.

What is a domain name?

A domain name is the address of a website.
If you buy the domain name "mydomain.com", the address of your website will be http://www.mondomaine.com.

There are so-called generic domains (.com, .net, .org, etc.) attached to no zone and geographical extensions (.fr .eu .asia etc). It should be noted that some 700 new TLDs will be arriving soon: .web, .bzh, .shop, .paris, .sex, etc.

What are the differences between web hosting and VPS servers?

Web hosting means that customers don't have to worry about the platform (architecture) on which their site is stored.
What's more, because it's a common platform, the management tools made available are also common, making them easier to use for novices because they are designed to be understandable by everyone.

Virtual private servers mean that the customer also has to administer the machine, which is their own, giving them greater freedom to use resources and configure it. But these are more parameters that need to be mastered, and you need to anticipate the possible reactions of your site.

Virtual private servers are based on the principle of virtualising the platform and/or the resources allocated to your site. They provide greater flexibility in your configuration, depending on your needs.

How do I create a site?

"$config['site']['title']" provides you with a range of tools to help you create your own website easily: several software packages are included in all our packages ( Joomla, Wordpress, Prestashop etc ).
You can install them in just one click from your customer area.

We also offer the MonSiteWeb package, which provides turnkey services for beginners in all sectors.
You can also easily publish a site that you have created yourself beforehand.

Can I host adult content on web hosting?

As long as the laws in force in France are respected, there is no problem with our offers.
Given the resources required for this type of site, which is generally rather greedy (photos, videos, live chat, etc.), we advise you to subscribe to a VPS server package.

Can I publish several different websites on the same web hosting package?

Our web hosting packages allow you to publish several websites separately and transparently to your visitors.
To create a second website in your web hosting package, simply publish your second site in a directory in your main FTP account, then redirect your secondary domain name to the url address in this directory.

Support

Standard

Included with all our domain name, web hosting, VPS dedicated servers and online backup or storage solutions, standard support gives you free access to level 1 technical support.
Accessible by toll-free telephone from Monday to Friday from 9am to 6pm, by live chat from Monday to Saturday from 9am to 5pm and on Sunday from 10am to 5pm, as well as by free incident tickets 7 days a week from your customer area, this support guarantees you a rapid response to diagnose any problem relating to your account.

Support option for shared web hosting and domain names

The Support option gives you access to priority support via trouble tickets, with a call-back from a level 2 technician.
This option guarantees a rapid response with manual intervention by a level 2 technician if necessary for any question relating to your domain name or shared web hosting.
Click on one of your services then choose the Options icon

Managed Services for Dedicated Servers VPS

The outsourcing options give you access to all the expertise of our systems administrators.
By simply requesting it from your customer area, these options allow you to request manual intervention by our administrators for any question relating to your dedicated VPS server.
Available on a fixed monthly rate or on a per-service basis, managed services are the quickest way to get the right answer to your problem!
Click on one of your services then choose the Options icon