NEED HELP?

HOW CAN WE HELP YOU?

Client Support Conversational Form
press Enter
select the best 'fit' answer from the above
First Name
Last Name
type your domain name in the above field
To pay with your credit card, you will need to login into your account here CLIENT AREA, select invoice to pay, once invoice is displayed you then need to update the Payment Method from Bank Transfer to Credit Card, give it some time to reload and you will then see the 'Pay Now' button at the top of the invoice to select and pay with your credit card.

CLIENT AREA is also accessed via our website in the top left. You can use the 'Forgot Password' button if you do not know your login, as for the email address, this is where we send the invoices to.

Bank Transfer is the default method to pay invoices.
Transaction fees are charged when paying by Credit Card.
The fees are (1.75% + $0.30).

Our preferred payment option is payment via Bank Transfer but of course happy to accept credit card if this is what the client wants to do.

Hit the SUBMIT button so we have a record of this enquiry.

A client can easily access their cPanel area by logging into their client area (link on the bottom of every email we send them).

Here is a link to the client area for your convenience and also accessed via our website in the top left. You can use the 'Forgot Password' button if you do not know your login, as for the email address, this is where we send the invoices to.
CLIENT AREA

Once logged in to your client area, you simply click on the hosting service (under services) and then from there you click on the 'cPanel' link on the left-hand side of your browser screen

Hit the SUBMIT button so we have a record of this enquiry.

The best place to see all your invoices is to login into the client area (link to client area is on every email that we send out).

Here is a link to the client area for your convenience and also accessed via our website in the top left. You can use the 'Forgot Password' button if you do not know your login, as for the email address, this is where we send the invoices to.
CLIENT AREA

Hit the SUBMIT button so we have a record of this enquiry.

Hitting the submit button will send an automated message containing instructions to set up a POP3 email address on their local mail client.

If you do not have access to your POP3 email account, you could send it to their alternate email address by just putting it in the email field instead. You can do this by going back 2 screens using the arrows down the bottom on the right.

Here are the settings in anycase

You will want to select POP3 as the mail account type (NOT IMAP).

Then here are your settings;

UN
Your full email address

PW
Your email password

-----------------------------------------

Your mail server settings are;

SSL

incoming port: 995

incoming server: hosting.youchoose.com.au

outgoing port: 465

outgoing server: hosting.youchoose.com.au

Note: the above settings (using SSL) generally are the most successful with Email Clients and ISPs.


Our recommended email solution however is Google Workspace and is a far superior and more robust service than our legacy Youchoose hosted pop3 email accounts for a multitude of reasons including client IP addresses getting blocked from our server due to failed pop3 login attempts.

You can order our Google Workspace service here. If your IP gets blocked from our server, our services appear offline to you (via your IP).

Swapping to an alternate IP (your mobile for instance) you should be able to then see our services (a good test to see if your IP is blocked). Going to our website (or your own website if it is hosted with us) should see the option to unblock your IP by submiting an 'anti robot' test.

Alternately, Office365 (O365) hosted via Microsoft is also a great solution and can refer on to one of our trusted referral partners for this service.

You can easily recover your .au domain password (EPP code) via this link;
AU Domain Password Recovery (opens in a new tab)
The password is emailed to the domain registerant.

While we are here, and if you are interested, here is a link to the domain Whois lookup.
Domain Whois Lookup (opens in a new tab).
From here you can confirm that you are listed as the registrant (Name and Email Address) for the domain (and you should be). If not, please be sure to reach out to us.

Hope that helps.

Hit the SUBMIT button so we have a record of this enquiry.

Domain DNS updates can take 24 to 72 hours to fully propogate.

To edit your domain's DNS settings you can do that either in;
your cPanel area via Zone Manager if your domain's NS records are pointed to;
ns3.youchoose.com.au
ns4.youchoose.com.au
OR
in our Domain Login Portal where we offer our FREE DNS hosting if your domain's NS records are pointed to
ns1.nameserver.net.au
ns2.nameserver.net.au
ns3.nameserver.net.au

A client can easily access their cPanel area by logging into their client area (link on the bottom of every email we send them).
Here is a link to the client area for your convenience and also accessed via our website in the top left. You can use the 'Forgot Password' button if you do not know your login, as for the email address, this is where we send the invoices to.
CLIENT AREA (opens in a new tab)

If it is the Domain Login Portal you need to access, you can do that here;
DOMAIN LOGIN PORTAL (opens in a new tab)

Your username is your domain name and the password is your domain password which you can have emailed to yourself here;
AU Domain Password Recovery (opens in a new tab)

The password is emailed to the domain registerant.
Here is a link to the domain Whois lookup.
Domain Whois Lookup (opens in a new tab).
From here you can confirm that you are listed as the registrant (Name and Email Address) for the domain (and you should be). If not, please be sure to reach out to us.


If you prefer us (recommended as it is easy to break things when editing your DNS) to update the DNS for you, our charge is from just $35+gst, you can leave a comment with the details of the change required at the next screen prior to submitting this support session if you wanted us to do the change for you.

Hitting SUBMIT will send an automated email to you letting you know about the services we offer regarding website design and/or hosting.
Youchoose Sales staff will be cc'd in on the email so we can follow up on your enquiry
Hitting SUBMIT will send an automated email to you letting you know about the services we offer regarding website hosting.
Youchoose Sales staff will be cc'd in on the email so we can follow up on your enquiry

If you do not know there is a fair chance you have your emails with us (POP3 email hosting)
To confirm, you could go to https://mxtoolbox.com/ and type your domain name, here are the common setups and their providers;

On the MX Toolbox site, after you type in your domain and clicked on the 'MX Lookup Button', the results appear in around 30 seconds.

In the results, if the IP Address field (in small print) includes the following words:
Microsoft: you on Office 365
Google: you on Google Workspace
your own domain name: your emails are hosted on the Youchoose Server on POP3

Can you browse to your website?
Can you browse to any websites?
Can you browse to any websites?
Hmm, if you can see your website but your POP3 emails are not working this would suggest that your IP address is not blocked from the server.
Suggest you go to your cPanel login -> email accounts and check that your email account is not full.
You can also access webmail via the 'more' button in your cPanel login -> email accounts area to check and clean out some emails.

Hit the SUBMIT form button below so we have a record of this but please do reachout if you need further help.

Google Workspace / GSuite is provided by us here at Youchoose for many clients and is never down

Hit the SUBMIT button and a Youchoose Support Member will follow this issue up with you.

GSuite is provided by us here at Youchoose for many clients and is never down

Hit the SUBMIT button and a Youchoose Support Member will follow this issue up with you.

Office365 is not provided by us here at Youchoose but is very reliable all the same.
For Office365, we typically recommend either of the following IT professionals;
Rohan Williams from your IT Guardian:
0401 939 050 or
Luke Threlfall from Edge8 IT:
0477 654 224

Hit the SUBMIT button and the Youchoose Support Staff will be emailed and will follow up on your enquiry.

Office365 is not provided by us here at Youchoose but is very reliable all the same
For Office365, we typically recommend either of the following IT professionals;
Rohan Williams from your IT Guardian:
0401 939 050 or
Luke Threlfall from Edge8 IT:
0477 654 224

Hit the SUBMIT button and the Youchoose Support Staff will be emailed and will follow up on your enquiry.

That is fine.

Hit the SUBMIT button and the Youchoose Support Staff will be emailed and will follow up on your enquiry.

this will send an email to Youchoose Support Staff to help you further with your enquiry

Fill in the details above and hit the SUBMIT button.

this will send an email to Youchoose Support Staff to help you further with your enquiry

Fill in the details above and hit the SUBMIT button.

Check your website via your phone after checking the Phone has wifi turned off.
If your website comes up, it means the problem is local the wifi network (IP is perhaps blocked).
The ability of you being able to get to your site from your phone's mobile service is proof of there being no problem with the Youchoose Server
THE PROBLEM IS WITH SITE ITSELF

Let's get some more information

Great work, you identified the problem is a local data issue!
Suggest you can try re-booting your modem and if you still have an issue you can follow it up with your ISP (internet service provider)

Hit the SUBMIT button so we have a record of this enquiry.

If your website comes up and looks fine using a diffrent ISP, it means the problem is related to the local wifi network (your local IP is perhaps blocked).
The ability of you being able to get to your site from your phone's mobile service is proof of there being no problem with the Youchoose Server
Knowing the platform can help us identify the problem

Looks like your website is broken.

The following are the restore points available;
- last night's back up
- the night before last night
- the 1st of this current calendar month
- the 1st of the previous calendar month
Account restores are not guaranteed.
Our Account Level Backups and Restores, however, have an extremely high success rate.
If your website is broken, this is usually the quickest method to get it back up.

Rather than just restoring your site from a backup however, suggest you have us checkover your site to try an ascertain why it broke. 

Attempt to Repair option: charge is $100+gst - No guarantee that site can be repaired in this time frame.
Time allocated for the repair is 60 minutes, we will report back on our findings and success or next steps to take.
Account Level Resoration option: FREE of charge

Note: Account level recovery takes the entire account back to a point in time.
Any and all information on the account (POP3 emails and website updates) are lost post Restore Point

Please read the above so you can make an informed decision

Tell me more about why my IP might be blocked and what may be causing it.
A CLIENT GETS LOCKED OUT OF SERVER (CANNOT ACCESS THEIR EMAILS / WEBSITE OR YOUCHOOSE WEBSITE)
The phone call typically starts with, is your server down, I cannot access anything!
We are always blocking IP addresses for trying to break into the server with wrong account details, this is ongoing every day....., always.

We block the IP address to protect the server from hack attempts.
We start with a TEMPORARY BLOCK for a period of 30 minutes after which it is automatically unblocked and then if the problem continues (5 Temporary Blocks) we move to a PERMANENT BLOCK.

If an IP is permanently blocked, and it is a genuine client's IP (not a hacker), they will most likely ring up saying 'is your server down'. The client hardly ever says 'I have new IPhone and I have tried to set it up and now it seems I have been locked out'.

Note: most ISP dynamically generated a new IP for their clients on each new connection so if the client reboots their modem, generally a new IP will be issued by their ISP and they get another series of attempts to access their accounts.

Below are the rules sets applied

TEMPORARY IP BLOCK - THEIR IP IS BLOCKED FOR 30 MINUTES
If a client tries to log in to their following accounts with the wrong username and/or password;
- POP3 email account (10 times within 1 hour)
- cPanel account (5 times within 1 hour)

PERMANENT IP BLOCK
- POP3 email account (5 temporary blocks)
- cPanel account (5 temporary blocks )

Looks like you are blocked from the Youchoose Server commonly caused by multiple failed login attempts
If you have been trying to set up a new phone or a new laptop and are having trouble with the setup

You can go back on this form and request the 'POP3 email setup instructions'.

If you try to browse to your site, you should see an option to unblock yourself after passing the 'you are not a robot' test.

If the above does not work, submit a support request to follow up on the issue for you.

If the repair option is preferred, please acknowledge that a payment of $100+gst is authorised and the time allocated for this work is 60 minutes only with no guarantee we will be successful.
We will, however, provide a report of what we did.

Hit the SUBMIT button on the next screen and a member of our support staff will action this request.

Persistent wrong login attempts will ultimately lead to their IP address being permanently blocked
Once the IP address is permanently blocked, you will need to ring up to have it manually unblocked by us

Please provide us with your IP address.
Just click on the link below and a new browser tab will open up and tell us the number you see at the top of the browser screen (this is your IP address).
http://www.whatsmyip.org/
Text your IP address to 0425 812 313 with your name, url and a brief description and we will unblock your IP.
OR
Send us your IP address in the comments field at the end of this online support session.

Wow, that is great!
Well done.
Please know that subsequent bad login attempts will result in their IP address again getting blocked.
That sucks!

Hit the SUBMIT button on the next screen and a member of our support staff will action this ASAP.


Hit the SUBMIT form button below, a member of our support staff will go though your responses and action as required.

Use Shift+Tab to go back

We’d love to hear from you!

Contact Info

Contact: Youchoose Pty Ltd

Address:
PO Box 5269,
Frankston South, Victoria 3199

Tel: 03 9811 7070

Email: support@youchoose.com.au

Web: www.youchoose.com.au

Contact Us

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Enjoy fast speeds, reliable performance, automated nightly backups and help when you need it from our Melbourne based support desk. Elevate your local brand – click here to fill out our contact us form.

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