Accounts & billing

If your website and email are no longer working for you, but they work fine on your phone/tablet over 3G/4G then you might have tripped a firewall rule and been blocked.

You’re able to unblock yourself from within the hub, which automatically determines your IP and can check each server for blocks for you.

  1. Log in to the hub with your Ink Systems account
  2. On the left-hand-side under Navigation, click Support then Unblock IP address
  3. The page will automatically fill in your IP address so you’re good to click Check for & remove IP block
  4. Check that your website and email then work without issue – if they don’t get in touch with our team

If you’re just looking to find out your IP address, head to https://ip.inksyste.ms – it’ll print just your IP address, meaning it can be used in scripts if you please.

We process credit card payments via our merchant partner Stripe – they use a tokenised system meaning we never store your card details on our platform, nor do we ever have access to them.

The very instant you submit your card details, they’re encrypted and sent to Stripe where they’re stored, encrypted and tokenised – we get sent that token automatically, which is how we then charge your card for your future purchases with us.

What if I want to update my credit card?

You can update your credit card from within the hub.

  1. Log in to the hub with your Ink Systems account
  2. On the left-hand-side under Navigation, click Billing then Manage credit card
  3. This page will show the last 4 digits of your card number and its expiry date
  4. At the bottom of this page, you’re able to enter your new card information and update it

We support a number of payment methods including credit card, PayPal and EFT (Electronic Funds Transfer).

There are no fees charged for using any payment method, not even American Express!

You’re able to pay your invoices using:

  • Credit card (MasterCard, Visa & American Express)
  • PayPal (with or without a PayPal account)
  • EFT (Electronic Funds Transfer – see below)
  • Bitcoin (via our partner Coingate)
  • Apple Pay (if your devices support it)

Payment methods we’ll bring online during 2018:

  • BPAY

Bank name: Commonwealth Bank
SWIFT code
: CTBAAU2S
BSB
: 062-140
Account number: 1131 5220
Account name: Ink Systems Pty Ltd

Colocation

Yes! You’re able to take up one of our Server management plans against your colocated equipment.

When you take up the plan, we’ll contact you to determine what we’re going to start supporting – this is a good time to supply all information and known caveats that we should be aware of.

In order to make life easier for everyone, it’s best if you keep a spare PSU and disk on-site in case of hardware failure. We can source equipment for you, and you are also welcome to have replacement equipment sent to our technicians to install – the choice is entirely up to you.

Even if your equipment is covered by a support plan, it’s worthwhile making sure you have monitoring of your equipment and that you maintain OOB access should it be required.

This article is written based on colocation within our Equinix SY4 PoP – for other facilities, please contact us.

Provided you have 21RU or greater of colocation within Equinix SY4, you will have 24/7/365 unattended access to the facility – this is granted via your Equinix card that you’ll be issued at your first visit. If you have less than 21RU, access may be granted on a case-by-case basis depending on your requirements.

Facility address: 200 Bourke Road, Alexandria 2015 NSW Australia
Facility phone number: +61 2 8337 2000

How secure is the facility?

Immensely. The facility utilises CCTV, biometric and manned security 24 hours a day, 365 days a year. Our private suite contains its own security features including specialised cameras and event monitoring – customer access is monitored and compared to live footage from the suite to ensure nothing is amiss.

How much on-site parking is there at the facility?

Not a great amount, but usually enough for everyone. There are approximately 20 car spaces on-site with additional space for motorcycles and bicycles. Access to the car park is via the secure entrance – you will need to have previously arranged your visit if you don’t hold full-time access, else you won’t be admitted entrance to the grounds by security.

Should you arrive at a time when the car park is full, you may either wait for a park to become available or park next door in the Bunnings Warehouse carpark and enter via the secure pedestrian entrance. Although they are fairly relaxed, we won’t be held liable for any tickets or clamps enforced by any other business or the local Council should you park elsewhere.

This article is written based on colocation within our Equinix SY4 PoP – for other facilities, please contact us.

If you’re looking to bring equipment in to the DC

  1. You’ll need to open a ticket with us requesting an Equinix inbound hardware ticket
  2. Once you have the ticket number, you can send your equipment to Equinix SY4 or take it there yourself
  3. If Equinix are sent your items, they’ll be stored in their secure store for 48 hours – be sure to head there in time
  4. Once you arrive at the data centre, quote your inbound hardware ticket number to security along with your access card
  5. If the gear was sent there, they’ll release it to you from the secure store. If you’ve taken it there, you’ll need to drive around to the loading dock to “receive” it
  6. Once your equipment is inside the complex, you’ll need to unpack it in the packing room adjacent to the loading dock – rubbish is disposed of in the next room along

Notes when bringing equipment in:

  • The address of Equinix SY4 is 200 Bourke Road, Alexandria 2015 NSW Australia
  • Ensure you have Government ID on you at all times – it’s required for the release of hardware, alongside your Equinix card and ticket number
  • If you had gear sent to Equinix SY4 and didn’t collect it within 48 hours, they are likely to have returned it to the sender – fees will be passed on to you
  • No packaging can be taken in to the colo halls, so please ensure you’ve disposed of all packaging in the packing room
  • The loading dock is accessible via the roadway between Equinix SY4 and Bunnings Warehouse Alexandria

If you’re looking to remove equipment from the DC

  1. You’ll need to open a ticket with us requesting an Equinix outbound hardware ticket
  2. Once you have the ticket number, you can head to Equinix SY4 to remove the predefined hardware and associated cabling
  3. When you arrive at Equinix SY4, be sure to pick up an equipment trolley from the packing room before entering the colo hall
  4. Head to your rack or the shared rack in which your equipment resides, and cautiously power down and remove the predefined hardware
  5. Ensuring mindfulness of static electricity, load the equipment on to the trolley and exit the colo hall and take it to the packing room
  6. Package your hardware sufficiently and call security requesting to use the loading dock to remove the hardware; or the secure store to house it
  7. They’ll request confirmation of the outbound ticket, and will wait with your package in the dock until you’ve driven around to collect it

Notes when taking equipment out:

  • If you’re looking to use a courier, they must know your Equinix ticket number or no access will be granted; you must have also specified that someone other than yourself will be collecting
  • Ensure you have current Government ID on you at all times – it’s required for the release of hardware, alongside your Equinix card and ticket number
  • If you’ve had our team derack your equipment and it was stored within the Equinix secure store and wasn’t collected within 48 hours, fees will be incurred and passed on
  • If your hardware resided within a shared rack, the usual policies regarding damage to equipment applies – take the time to make sure you don’t affect another company’s gear
  • Make sure you remove all associated cabling, parts, rails and accessories when removing hardware

Dedicated servers

If you’re looking to upgrade to a newer or more capable server chassis entirely, our Sales team can quote up the change for you.

If it’s just memory, disks or the processor that you’re looking to upgrade, our Support team are able to let you know the cost and available options (based on the chassis), and the upgrade can be booked in for a day and time that suits you.

Please let us know if you’re not sure what you’re after – it pays to mention this as it means we can take a look at what’s going on, and make the most effective recommendations for you based on your server’s activity.

When you’re set up on a dedicated server with us, we provide you with OOB (Out-of-band) access to your dedicated server.

The purpose of OOB access, available via iDRAC on Dell servers and IPMI on most other servers, is that you’re able to retain access to your server’s chassis in the event of an operating system or software failure.

Via the OOB interface, you’re able to view and interact with the server’s console remotely, as well as monitor several info points about the server (CPU temperature, case open/closed status, etc) as well as confirm hardware failure (across disks, power supplies, expansion cards, etc). If your OS was to lock up, you could initiate a reboot via OOB and make sure it booted without issue.

If your server was to become stuck at a keystroke requirement, you could then get through it using the remote console.

It’s important to make sure that you keep your OOB access details safe. You’ll need to connect via OpenVPN to the OOB network, and then will be able to connect to your server’s rescue environment.

Recommended OpenVPN clients

Windows: Viscosity
macOS: Tunnelblick

The short answer here is that we like to avoid it.

Having your disks in a RAID array (or several) ensures that you have a degree of hardware fault tolerance – ie. if a disk were to give up, not only would your server continue operating, but you’d also have much less stress on your shoulders while the failed drive was replaced. We see many drives fail over the course of a calendar year, and strongly recommend the use of RAID.

If you’re sure that a non-RAID configuration is for you, you’ll need to add a comment during the process of placing your dedicated server order. Our team will then get in touch with you to explain the risks and have you agree that all liability for your data rests on your shoulders only.

If you are ordering a custom dedicated server with us and it’ll have more than 2 disks, we’re able to offer you flexibility in how RAID is implemented.

Take a look here for a nice comparison of the different RAID levels.

Domain names

If you’re looking to set up some swish white-label nameservers, you’ll want to create child nameservers (otherwise known as “glue records” or “host records”) as part of the process.

  1. Log in to the hub with your Ink Systems account
  2. On the left-hand-side under Navigation, click Domains then My domains
  3. Search for and select the domain name in question
  4. On the right-hand-side under the Manage heading, click Manage child host records
  5. It will then list any glue records that already exist for the domain, and will give you the option to add records

Transferring domain names from one provider to another typically involves a wait period while it’s in progress. During that time, your website and email will remain online however the domain name won’t be modifiable (ie. you won’t be able to change its contacts or nameservers, etc). If your domain name has recently expired, typically we’re able to transfer them without the need for a renewal at your old registrar, however it depends on the domain.

The process for transferring domain names looks like this:

  1. Make sure the registrant email address for the domain name is current – the approval email will be sent here so it’s important to make sure it’s an address you can access
  2. Get the domain name’s EPP code from your current registrar – this acts like a password and is required in order to kick off the transfer to your domain’s new home
  3. Order the domain name transfer through our website – during this process we’ll ask you for that EPP code
  4. Once you’ve paid for the transfer, the registrant email address will be sent an email with an approval link that you’ll need to click
  5. The domain name will start transferring from your old provider across to us

How long will this take to complete?

The hard and fast answer is “it depends and varies”. For Australian domain names (.au) it should take 48 hours to complete, whereas for international domains (.com, .net, etc) it’s typically 5-7 days. This isn’t an exact answer nor can one be provided as it depends on the TLD (the bit after the dot) and your old registrar.

What if I’m transferring a .uk domain name?

Once you’ve ordered the transfer of your .uk domain name, we’ll email you with the tag that you’ll need to provide your old registrar with. These domains work differently to others and require your existing registrar to make the change of registrar by assigning us as your new registrar. There’s no way around this process, so if you’re having troubles with your old provider please contact us for help.

From within the hub, you’re able to modify your domain’s lock status (if it’s locked, it can’t be transferred elsewhere) and retrieve your domain’s unique EPP code.

EPP codes are like passwords, and are a safeguard to make sure your domain doesn’t vanish without a trace. To transfer a domain, it needs to be unlocked and you need to give the correct EPP code to your new registrar. Once you’ve done that, an approval email will be sent to the registrant email address with a link that you’ll need to click – that’s the final step, and from there the transfer will progress and you’ll be emailed again once it’s completed.

  1. Log in to the hub with your Ink Systems account
  2. On the left-hand-side, click on Domains then My domains
  3. Search for and select the domain name that you need the EPP code for
  4. On the right-hand-side under the Manage heading, click on Get EPP code
  5. If you’re planning to transfer the domain, select Registrar lock under the same heading and make sure it’s disabled

n.b. If you’re looking to transfer a .uk domain name, you’ll need to supply us with your new registrar’s tag so we can push it to them. This needs to be done via a ticket from within the hub – if you request it via email, we’ll need further identification to verify your request.

Shared hosting

When you sign up for hosting with us, we’ll automatically set your account’s username and password. You can change your password within the hub.

  1. Log in to the hub with your Ink Systems account
  2. On the left-hand-side under Navigation, click Services then My services
  3. Search for and select the hosting account that you want to set a new password for
  4. On the right-hand-side under Actions, click Change password
  5. Enter your desired new password and verify it in the second box, then save it

If you’re starting to near the limits of your hosting account, you can easily and painlessly upgrade it to the next tier up from within the hub.

  1. Log in to the hub with your Ink Systems account
  2. On the left-hand-side under the Navigation heading, click Services then My services
  3. Search for and select the hosting account that’s in need of an upgrade
  4. On the right-hand-side under the Actions heading, click Upgrade/downgrade
  5. Choose the right package for you and finalise the upgrade
  6. Once you’ve paid the prorata upgrade invoice, your service will be upgraded automatically

Not sure which service is for you? Reach out to our sales team – they’d love to help.

When you first signed up for your hosting service, we will have sent you an email with the login details alongside a stack of other useful tidbits.

If you can’t find that email, you can resend it to yourself from within the hub. Alternatively, from within the hub you can one-click login to your cPanel account.

  1. Log in to the hub with your Ink Systems account
  2. On the left-hand-side under Navigation, click on Services then My services
  3. Search for and select the hosting account that you’re looking to access
  4. On the right-hand-side under Actions, click Login to cPanel
  5. Under the same heading, you can click Resend welcome email to be sent the info email for your records

SpamExperts

If you need to be sure that the SpamExperts filtering system correctly processed an email that you were expecting or have received, you’re able to do this from within SpamPanel.

  1. Log in to SpamPanel with your login details
    1. The address is https://syd-antispam1.emailservices.net.au
    2. Note that it’s usually easiest to log in to cPanel, then click Professional Spam Filter
      1. From there, click the Login link next to your domain name and you’ll be logged in
  2. Under the Incoming heading, click Log search
    1. Select the approximate date/time range that the email was due to arrive
    2. Enter any other information that you’re sure would be part of the email (ie. sender, recipient, etc)
    3. Tick Return partial matches
  3. Click Start search
    1. If the email classification is green and reads Accepted, then the email was filtered successfully and was then delivered to the recipient/s
    2. If the email classification is red and reads Rejected, then the email was filtered successfully and was then returned to the sender due to failing a spam check – the reasoning should be explained in the red cell
  4. You’re able to release rejected emails if they fit certain criteria – use the drop-down arrow to the left of the email and click Release or similar
    1. If an email was accepted, you’re able to view any potential error details using the drop-down arrow and clicking Error details

Some spam senders are remarkably persistent, and sadly in this modern day and age some are able to occasionally circumvent spam filtering systems and make their way in to your inbox. The usual best course of action is to blacklist those senders – on the other hand, sometimes legitimate senders can have emails incorrectly filtered, in which case the best course of action is usually to whitelist them.

You need to log in to the SpamExperts management interface SpamPanel, then browse for and action the quarantined mail messages.

  1. Log in to SpamPanel with your login details
    1. The address is https://syd-antispam1.emailservices.net.au
    2. Note that it’s usually easiest to log in to cPanel, then click Professional Spam Filter
      1. From there, click the Login link next to your domain name and you’ll be logged in
  2. If you’re looking to whitelist a sender, follow these instructions
    1. Under the “Whitelist/Blacklist” heading, select Sender whitelist
    2. Click Add whitelist sender
      1. Leave local-part blank
      2. Leave Sender flag as-is
      3. Enter the email address to be whitelisted in the Address field
    3. Click Save
  3. If you’re looking to blacklist a sender, follow these instructions
    1. Under the “Whitelist/Blacklist” heading, select Sender blacklist
    2. Click Add blacklist sender
      1. Leave local-part blank
      2. Leave Sender flag as-is
      3. Enter the email address to be blacklisted in the Address field
    3. Click Save

Please get in touch with our team if you have any problems with SpamExperts.

If you’re a Personal, Business or Email hosting customer and are looking for emails that you suspect may have been quarantined, you’re able to view them, release them and train the spam filtering system to avoid further incorrect quarantining.

You need to log in to the SpamExperts management interface SpamPanel, then browse for and action the quarantined mail messages.

  1. Log in to SpamPanel with your login details
    1. The address is https://syd-antispam1.emailservices.net.au
    2. Note that it’s usually easiest to log in to cPanel, then click Professional Spam Filter
      1. From there, click the Login link next to your domain name and you’ll be logged in
  2. Under the Incoming heading, click Spam Quarantine
  3. If you locate any legitimate emails that have been incorrectly quarantined, you can apply an action to them
    1. Use the drop-down arrow to the left of each email to handle each one
      1. “Release” will let the email through, and it will shortly appear in the recipient’s inbox
      2. “Release and Train” will let the email through to the recipient, and will tell the system to consider the release next time a similar email is considered for quarantining
      3. “Release and Whitelist” will let the email through to the recipient, and will tell the system to allow future matching emails through regardless of their risk rating
      4. “Remove” will delete the email from the Spam Quarantine and will destroy it – the email will not be recoverable
      5. “Remove and Blacklist” will delete the email irrecoverably from the Spam Quarantine, and will do the same for future emails similar to that one
  4. If there is no other legitimate mail in the Spam Quarantine, you can use the Empty spam quarantine button to clear out all of the emails
    1. Use this only if you’re sure that there is no legitimate email in the Spam Quarantine

Virtual servers

Our platform supports a number of operating systems, but we’re always on the look out for new distributions that our customers will love.

For example, in addition to standard Linux distributions, you’re able to provision your server using FreePBX, FusionPBX and variants of BSD.

If you use a platform that you think we should add in and maintain (ie. update as it’s updated) please let us know by writing to our support team.

There are a few indicators that you’re due for more resources but there are other factors to bear in mind too.

Signs that you’ll need to upgrade your VPS soon

  • Your website/s are becoming slower and slower to load
  • Making updates to your website, even during quiet times, are taking longer to save
  • The load average on your VPS (top-right corner of WHM) is consistently getting closer to the number of cores assigned to your VPS
  • Spikes in web traffic to your website aren’t handled nearly as well as they once were

Our team are happy to take a closer look to explain why you are or aren’t due for an upgrade – please reach out to them if you’re unsure

Things to remember before upgrading your VPS

  • Enabling and tweaking caching for your website can improve load times and reduce server load
  • Moving your database server from MySQL to MariaDB and optimising its configuration can help with speeds
  • Tweaking your web server (ie. Apache, LiteSpeed) can result in lower server load and improved performance
  • A 24-hour server management pass can be used for us to perform tweaks to your VPS to improve its performance

You’re able to update cPanel via one of two methods – via the GUI (Graphical User Interface) or the CLI (Command-line Interface). If you’re not overly confident with Linux, we recommend sticking to the GUI as it tends to be safer if you’re to make a mistake.

Updating cPanel via the GUI (WHM – Web Host Manager)

  1. Log in to your VPS’s WHM interface (ie. https://127.0.0.1:2087)
  2. In the left-hand search box (above the menu items), type “upcp” then select Upgrade to latest version
  3. When you’re ready (make sure your server’s not in a busy time – it’s best to do this late in the evening), click Click to upgrade
  4. It will kick off the upgrade process – you’re safe to close the browser window if you need to, it’ll continue in the background
  5. If you stay on the update page, it’ll notify you when it’s completed. Refreshing the WHM interface will then show the new version number in the header

Updating cPanel via the CLI (SSH) – advanced users only

  1. Log in to your VPS’s SSH interface (ie. Using PuTTY on Windows or Terminal on Linux/Mac)
  2. Start a screen session with a relevant name (ie. screen -S upcp)
  3. Make sure your server’s not in a busy time – it’s best to perform updates late in the evening
  4. Kick off the cPanel upgrade by running /scripts/upcp
  5. If you need to leave the SSH session during the upgrade (which can take a while), press Control+A then Control+D to detach from the screen session
  6. If you detached from the session and wish to review its progress later on, run screen -r upcp to reattach
  7. It will let you know when it’s finished and will report any errors it hit along the way

It gave me an error saying that it’ll automatically update in the next week or so

If you were updating via WHM, head to the upgrade page again and tick the “Force a reinstall” checkbox before kicking it off again.

If you were updating via SSH, make sure you’re in the screen session then re-run the command with –force appended – ie. /scripts/upcp –force

WHM (cPanel back-end)

If you’re moving customers across to your server, it’s typically easiest to restore from a full cPanel account backup – they’ll need to be coming from a cPanel environment and you need to be able to get a full backup (the only type of cPanel account backup that can be restored in just a few clicks). This type of file is known as a cpmove file.

To restore a cPanel account to your server, you’ll need to upload the full backup file to your server, restore from it, test that it works, then remove the backup file from your server.

  1. Upload the cpmove file to the /home directory of your server
    1. This can be done using software such as FileZilla or WinSCP
    2. You’ll need to use an account with privileged access in order to access /home
  2. Log in to the WHM interface of your server
    1. This will be via an address similar to https://127.0.0.1:2087
  3. In the left-hand-side search box, enter “cpmove”
    1. Select Restore a Full Backup/cpmove File from the results
  4. The setting for Transfer Method can be left as Restore with Username
  5. In the dropdown for the account to restore, select the backup you’ve just uploaded
  6. Leave the other configuration options as they are, unless you need to do something specific
    1. It’s safest to leave the restricted restore option enabled, unless the account doesn’t restore properly
    2. If you’re not sure about any of the configuration options when restoring an account, please contact us
  7. Click Restore and wait for the process to complete
    1. It might complete without errors or warnings, or it may have warnings, or errors, or both
    2. Some warnings and errors won’t cause the restore to fail, while others may
  8. If the account is restored successfully, verify that the website works as expected, and that all data is present
    1. You will need to perform the relevant DNS updates when you’re ready to switch over to your server
    2. Please make sure you plan for the website, email and other potential impacts of redelegating a domain

If you have any queries or concerns, please don’t hesitate to reach out to our team.

If your server doesn’t have your local timezone set, it can make troubleshooting or other operations more difficult. It can also cause issues with SSL certificate verification.

To check and change your cPanel server’s configured timezone:

  1. Log in to your server’s WHM interface (applies to Virtual & Dedicated servers)
    1. The address will be similar to https://127.0.0.1:2087
  2. In the left-hand-side search box, enter “time” and it will filter the list
  3. Select Server Time in the search results
  4. The “Current Time” will display the time as well as the current server timezone (ie. AEDT)
  5. If it’s not correct, you can select a new timezone in the dropdown list below
    1. As a server reboot is recommended following a timezone change (to make sure the server’s various components realise the change), please consider performing this change outside of business hours to minimise impact
  6. Once you’ve chosen the next server timezone (if needed), click Change Timezone
  7. If the time comes back slightly out of sync, click the Sync Time with Time Server button
  8. Plan for a server reboot at a time that will cause minimal impact to your users, and carry it out
    1. We recommend rebooting cPanel servers via WHM > Graceful Server Reboot

Please reach out to our team if you’re not sure how to go about this, or if you’d like assistance.

If you have configured a new website and need the AutoSSL certificate issuance expedited, you’re able to force AutoSSL to check for a domain’s eligibility at any time.

  1. Log in to your server’s WHM interface (applies to both Virtual & Dedicated servers)
    1. This will be an address similar to https://127.0.0.1:2087
  2. In the left-hand-side search box, type “AutoSSL” (not case-sensitive)
    1. Click Manage AutoSSL in the search results
  3. Navigate to the Manage Users tab in the AutoSSL interface
  4. Search for the cPanel account that you need to force the update for
  5. In the “Run AutoSSL Check” column, click the Check cpaneluser button
    1. This should give you a green notification bubble stating that it’s started the check
  6. You can check that this results in a pending certificate issuance for the domain
    1. Navigate to the “Pending Queue” tab and click Refresh as required

n.b. If you think that your computer isn’t seeing the most current SSL certificate for a domain, try using Private Browsing within your browser. If you’re still unable to see the new certificate, please enter the domain in to this online tool.

If you have any troubles or queries, please don’t hesitate to reach out to our team.

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