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FAQ

Hostings

Please use keywords in English only.
Profile (4)Payment Issues (7)License (12)Brand: Cloud (4)Brand: On-Premises (15)Installation: Builder (10)Installation: Builder Plugin (5)Hosting/Billing panels: cPanel (8)Hosting/Billing panels: DirectAdmin (7)Hosting/Billing panels: ISPmanager (4)Hosting/Billing panels: Plesk (6)Hosting/Billing panels: WHMCS (4)Website Builder: Plugins (6)Website Builder: Website creation (15)Website Builder: Media (7)Website Builder: Text (6)Website Builder: Import (4)Website Builder: SEO (6)Website Builder: Social (1)Website Builder: Commerce (9)Website Builder: Maps (3)Website Builder: Forms (3)Website Builder: Errors (19)

Blocking websites (for Trusted partners only)

License
You can block any website on your account Statistics page by pressing Block (red button).
When you press block button, status of the action appears (one of the following):
  • "Block pending"– the system is already executing your request to block the website. It might take less than 24 hours”.
  • "Blocked" - checking is finished, action completed.
  • "Active" - if we recognize your website as created with Site.pro builder and currently working online, status comes back to "Active" (blocking action will be reverted).
In some cases, (with old websites) you might be not allowed to block the website. A new email window will open up instead, where you should write us the details about the website you want to block. Site.pro team will investigate this case and proceed with this operation manually.
#kb1792

Can I make an agreement between us?

License
In 99%+ cases you do not need to make any agreement with Site.pro. It is as a rule under these terms.

To make a contract between your company and Site.pro, follow these conditions:
  • your payment needs to be strongly above average;
  • the additional conditions must be applied to both sides;
Inform us through email or support tickets about your adjustments to the general terms and conditions.
#kb2960

How to get the “Trusted Partner” status

License

Some advanced brand features (like website import) are available with Trusted Partner status only.
You have 2 options (select one of them) to unlock these features:

Option 1:

  • Upgrade to 1000 live websites package for 190€/month (or to bigger packages).

Option 2:

  • Pass the Trusted partner validation on your license page by filling in the form;
  • Make a payment for at least 300€ (or equivalent amount in your currency).
#kb1536

How to make a custom builder background

License

Go to "My Licenses" page and sign in.

If you don’t have a brand:

  • Press add brand.
  • Pick location and press save.
  • Follow the steps below.

If you have a brand:

  • Click the "Manage" button next to your domain.
  • Select “Customize builder”.
  • Choose required “User interface” and press edit style icon to choose your fonts and click apply.

#kb3400

IP of my server changed

License

If you migrate your clients to another server and IP of new server changes then you need to update IP in your brand on Site.pro licenses page from old value to new value after migration. The plugin re-installation or other actions are not needed.

Note for On-Premises Brand: The IP update on licenses page is needed only if you migrate hosting server with clients. In case if only builder server is moved then no actions are needed at all. There is no need in having IP for builder server on licenses page if that server is used only as builder and not as hosting server with clients.

#kb1584

Live website

License
A live website is a website that was built using Site.pro builder, published and is currently online.
We check all websites periodically and change the status to 'live' or 'dead' depending on the website state.
Websites we do not consider as live:
  • Unpublished websites;
  • Offline websites (websites with fatal errors, without DNS records, etc.);
  • Websites which were replaced with another website (built using a different software).
Once the website that was offline for a while becomes live, it will be included into the total number of websites.

If the website is live and was moved to another Hosting provider, you should block such a website on your Statistics yourself, so it won't be included into the total number of websites we're counting.

Note: We are unable to calculate the precise number of live websites for some of our oldest clients due to the technical limitations imposed by the older product versions.
#kb1772

Move website/account to another server

License

If you migrate one or more websites/accounts to another server then some changes might be needed in builder for a successful migration.
There can be some cases when actions might be required. Note. Use these recommendations only if domains of websites are not changed.

  • Website/account is moved from one server to another where both servers use the same builder brands. In this case no actions are required.
  • Website/account is moved from one server to another and servers use different builder brands. In this case action is required before website migration. Note that it does not depend on who belongs server where website is about to be migrated - whether it belongs to you or to another hosting company. You will need to migrate website from old builder (used on old server) to new builder (used on new server):
    • Open builder for migrating website on old Hosting Panel. Hover on Publish icon and press "Backup/Restore" item;
    • Download backup;
    • Migrate website/account;
    • Open builder for migrated website on new Hosting Panel. Select Backup/Restore, restore it;
    • Publish the website.
Note that server where website was migrated also must be licensed on Site.pro (must have license with new server IP).

Mass website/account migration
If you want to migrate many websites from one server to another at once and servers use different builder brands then please contact us in tickets and we will give you instructions.

#kb324

My country has restrictions on hosting websites outside country

License

Choose one of two options

Option 1

  • Select the On-Premises brand, in which case your website will be hosted on the servers of your hosting company;
  • If you already have a Cloud brand you can migrate from Cloud to On-Premises.

Option 2

  • Choose the Cloud brand location closest to your country;
  • For countries with restrictions on the location of websites we have servers:
    in Kazakhstan (provider ТОО "Компания Hoster.KZ");
  • If you have any questions regarding information security or hosting restrictions in your country, please submit a ticket in our support system.
#kb3116

The minimal tier plans

License
The minimal tier plans (under the 200 live websites) could be applied under specific conditions: only if your company is based and offers services in one of the countries that fall into the category of lower-tier countries. The minimal tier plans can be purchased for a minimum of 12 months.
#kb1776

Website existence after cancelling license

License

Why the restriction exists:

  1. Hosting companies asking to protect them from losing customers, as people can switch to a cheaper hosting provider after a website is created;
    But when websites stop working (on another provider) customer usually returns back to the old provider;
  2. This model fits all servers network architectures (1 big server; many servers; every customer on dedicated VPS);
  3. There is no other way to control the number of websites as hosting providers constantly migrate among servers;
  4. Legal side (most important). Site.pro uses hundreds of patents, technical suppliers, and content providers; some of them require constant payment while technology or content is used. If Client converts websites to Wordpress (or other technology), its infringe the legal rights and automatically would generate legal issuess with Site.pro or technology or content owners (or their representatives).
#kb1700

Why I can’t make Website Builder Sales?

License
  • Make sure all Site.pro services settings are correct. Check if Website Builder is available to your customers and they can publish their websites.
  • Check Your Builderisation Level: make sure you have completed all the points from our Marketing Kit.
Most common issues:
  • Your prices for Website Builder packages are too high.
    Solution: Check if customers can afford these costs: look at competitors offering in your country. Set the price lower: the average price for a website builder should be the same as the price for hosting or slightly less.
  • You don't offer free Website Builder packages.
    Solution: Offer your customers a free Website Builder package. It will cost you nothing - check out information about free websites and how to activate them.
#kb3076

Сonnect the tariff plans on my website with the tariff plans on the Site.pro

License
  • Set up tariff plans in your server panel (e.g. "Service Plan" in Plesk; "Package" in cPanel);
  • Go to "My Licenses", click to the "Manage" of the required brand;
  • On the "Edit Plans" tab, configure the required number of plans and their capabilities;
  • In the "Relate with these hosting plans" input field, enter the names of the tariff plans from your server panel. Double-check if you entered correct plan name(s);
  • Select the "Default" plan, it will be assigned to those users who do not belong to any of the other configured plans;
  • A plan for which "Relate with these hosting plans" is empty is ignored unless it is selected as "Default";
  • Click "Apply".
#kb3032
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