Knowledgebase

Short answer: you have three separate passwords. Your email password opens your mailbox, your cPanel password opens the hosting control panel, and your client area password opens your account with us. They are not interchangeable.

The three logins

Email password. This belongs to one mailbox, for example info@yourdomain.co.za. Use it in webmail, Outlook, Apple Mail or your phone's mail app. To check it, try logging in to webmail with that address and password. See "How do I log in to webmail?". To change it, see "How do I change or reset my email password?".

cPanel password. This opens the hosting control panel for your package. You often don't need to type it. Log in to your client area, open Services, then My Services, click Manage next to your hosting, and click Log in to cPanel. See "How do I log in to my hosting control panel (cPanel)?". To set a new cPanel password, see "How do I reset my cPanel password?".

Client area password. This opens your account with us, where you view invoices, domains and tickets. It is not your email password and not your cPanel password. To reset it, see "How do I update my account details or reset my client area password?".

If you have a WordPress site, that admin login is a fourth, separate password. See "How do I log in to my WordPress admin?".

If a login fails

Try the login that matches what you're opening. A mailbox password will not open cPanel or the client area, and a client area password will not open your email.

If email login fails, test the same address and password in webmail first. If webmail works, update the password on every phone and computer that uses the address. An old device trying the old password can temporarily block your office connection. See "Why does my phone or computer keep asking for my email password?".

Never put a password in a ticket or email. See "How do I keep my passwords safe?".

If it still doesn't work

Open a support ticket with your domain name, the email address if it's a mailbox problem, and which login you were trying (email, cPanel, or the client area). Don't include the password.

To send us the right details first time, see "How do I open a support ticket, and what should I include?".

Quick questions

Can I use my client area password in Outlook or on my phone? No. Your mailbox has its own password.

Is my cPanel password the same as my email password? No. Changing one does not change the other.

I can get into the client area, but not my email. What now? Reset or change the email password in cPanel, then update every device. See "How do I change or reset my email password?".

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