Support - TecknaOnline

How Can I Pay an Invoice?

We accept the following payment methods for payment of invoices (including yearly hosting fees, domain renewals and other one-off invoices):

Please note that hosting accounts payable monthly can only be paid Direct Debit (we use provider GoCardless), please contact the Accounts department for details.

Cheque

Please make cheques payable to ‘Teckna Ltd’ and post to: Teckna Ltd, PO Box 129, Ware, SG12 7UG

Credit or Debit Card

Pay online: www.tecknaonline.com/payonline

Or call 0844 804 2904 (office hours).

Bank Transfer

Bank: Lloyds TSB
Account: Teckna Ltd
Sort Code: 30-94-17
Account No: 00337276

Please quote customer reference or order reference on all payments.

Is there a minimum term contract?

Yes, the minimum term contract for website hosting and email services is 12 months unless otherwise stated.

Can I pay an invoice online?

If you have received an invoice for a Teckna service, such as email or website hosting setup or renewal, domain registration or renewal, you can make a payment via a credit or debit card online.

Please Click Here To Pay Online: www.tecknaonline.com/payonline

Can I Upgrade My Email Accounts?

Yes, of course.

Please contact Teckna and we can arrange extra space or maybe online Microsoft 365 Exchange upgraded or to a full Website Hosting account.

All configuration details will stay exactly the same, the additional features will be added to your existing account.

How do I log into my Control Panel

How you access your control panel depends on what hosting package your running.

For standard hosting packages:

The web address for your Control Panel is unique to your domain name, and is made up as follows:

http://control.your-domain i.e.: http://control.fredsfish.co.uk or you can go to http://control.tecknaonlone.com

You log in with your domain name (i.e.: fredsfish.co.uk) and the password supplied in your welcome email.

For VPS and Dedicated Servers:

The web address for your Control Panel is unique to your domain name, and is made up as follows:

http://control.your-domain:8443 i.e.: http://control.fredsfish.co.uk:8443

You log in with your domain name (i.e.: fredsfish.co.uk) and the password supplied in your welcome email.

What Can I do in the Control Panel?

As Administrator you can:

• Change the password for any mailbox
• Set up email forwarding for any mailbox
• Set up auto-responders for any mailbox
• Manage the spam filter and spam filter settings for any mailbox
• Manage the Domain Administrator password and contact details. Tip:Ensure you keep the domain administrator email address updated with an external email address – if you forget your domain administrator password you can ask for a reminder which will be sent to this email address.
• Manage the settings for any mailbox
• Create new mailbox and/or email alias
• Manage DNS for the domain
• Manage databases for the domain
• Manage FTP password and hosting settings
• Manage website files for the domain
• Set up web forwarding
• Administer databases
• Install software
• Any many more items

Can I reserve a Domain Name?

No. Domain Names are allocated on a strictly first-come, first-served basis.

If you wish to check whether a specific domain name is available to register you can use Teckna’s free online search facility.

Choosing a good Domain Name

Do

• Do select a domain extension that is representative of the locality in which you operate. If you are a UK based business operating in the UK, a .uk domain extension will be more informative to your customers than using a .com extension.
• Do check the spelling of your domain, as we will register any domain exactly as we receive it on your domain order.
• Do make the domain name as representative of your business or product name as you can. If your business name is already in use by someone else with the same or similar name as yours, try to add the town or area where you operate if you run a local business.
• Protect your domain name by registering both the .co.uk and .com domain extensions. Many customers will forget whether your website ends in the .com or the .co.uk extension, so why not make sure it can be found on both! (Two or more domain names can be in effect for and point to the same Teckna website).

Don’t

• Try not to use hyphens in your domain name if you can avoid it, people tend to forget them when typing in an email address or website address. Sometimes you have no choice!
• Avoid overly long or complicated domain names, or names that are commonly misspelt.

PopularAll.co.uk.uk.com.co.eu.me.uk.org.uk.net.org.biz.info.ltd.uk.plc.uk.us.eu.com.gb.com.gb.net.uk.com.uk.net.us.com.br.com.cn.com.de.com.hu.com.no.com.ru.com.sa.com.se.com.se.net.sa.com.uy.com.za.com

How can I tell if my Domain Name has been registered?

The domain search and registration tool available on our website is a powerful domain name mechanism that lets anyone view a register database entry.

Enter your domain name and the domain name search will respond with information about your domain name.

How do I register a Domain Name?

A domain name is made up of, from right to left:

• the top-level domain. This is the ‘.co.uk’ or ‘.com’ part, also called a TLD or domain extension. These are pre-defined and have special meanings
• the second-level domain. This is the part that you get to choose, providing it is not already taken. It can between 3 and 63 characters in length, can contain letters a-z, numbers 0-9 and hyphens ‘-‘. You would normally choose something meaningful or relevant to you such as the name of your business, family name or project.

You can search for domain names free of charge using the search below, and if the name you search for is free you can register and pay for it online.

How do I renew my domain name?

We will email you using the contact details you have supplied to us approximately 2 months prior your domain expiry date inviting you to renew your domain registration.

Once this invoice is paid, we will renew the domain name.

If you want to renew early or extend the registration period (normally up to 10 years is allowed), please contact support.

How do I transfer a Domain Name to Teckna?

If you have control panel details with your current registrar, we can do all these steps for you.

.uk Domains

You need to contact your current registrar and ask them to change the IPS tag of the domain to TECKNAONLINE. Some providers will do this through a control panel, but others will need a fax, email or letter to carry out the change. If you are having trouble contacting your existing registrar, or if they are unwilling to co-operate, please contact us for assistance.

.com, .org & .net Domains

Domain names in this category follow a different process of transfer to .uk domains. As it involves a multistep process we advise you to contact Teckna support team for advice and assistance. Before the transfer process can begin the domain needs to be ‘unlocked’ by the current registrar and you need an transfer “authorisation” code.

If you have a control panel access to your domain name you may be able to do this yourself, otherwise you need to ask your current registrar to ‘unlock’ the domain and supply the AUTH code.

Next please ask Teckna support to initiate the domain transfer. If you are having trouble contacting your existing registrar, or if they are unwilling to co-operate, please contact Teckna for assistance.

Any other Domain

Please contact Teckna support team for advice.

As the last step in the process, contact Teckna to add your Domain Name to a new or existing account.

How do I transfer a Domain Name away from Teckna?

Domain transfers are free of charge, providing the domain name is still active.

However, we do want to make sure that the request is authorised by the legal registrant of the domain.

Please make the request via the email address registered to your account.

We will then send a confirmation email to confirm the transfer is authorised. failing this you can send us, on business headed stationery, a letter of authorisation stating which domain name should be transferred and full details of where the domain should be transferred to.

For .uk domains this should contain the IPS tag of the new registrar, for all other domains it should contain the email address that will be requesting the domain transfer from Teckna. The authorisation can be sent to us via post.

We will not unduly delay any request to transfer a domain away from Teckna, however in some cases we may ask for additional information before actioning the transfer.

Please note that domain names cannot be transferred until a minimum of 60 days after initial registration.

Where a domain name has already expired, charges will may in order to activate and transfer the domain away.

What do the domain extensions mean? (co.uk or .com etc)

Domain extensions, or suffixes, are categories of Internet domain names, and serve to describe the type of company, organisation, country or other category.

The technical term used for domain extensions is top-level-domain (or TLD). There are many categories from which to choose, and some extensions are more popular than others.

Be aware that for the majority of domain extensions, some exceptions apply, the category the domain claims to represent is not enforced. A domain name with the extension .co.uk may be representing a uk based business, but you cannot rely on this as anybody is allowed to register a .co.uk domain name.

Please find below a list of the most common domain name extensions used, a description of the category they are meant to represent, and whether any restrictions apply.

Extension: .com
Description: .com stands for “commercial,” and is the most widely used extension in the world. .com domains are registered in the USA and are therefore normally associated with US companies. However, similar to UK domains, there is no restriction on who or where the owner of the domain can be.
Restriction on registry: None.

Extension: .co.uk / .uk
Description: .co.uk implies a “commercial uk company” and is the most widely used extension in the UK.
Restriction on registry: None.

Extension: .org.uk
Description: Non-commercial UK organisation.
Restriction on registry: None.

Extension: .me.uk
Description: Personal name.
Restriction on registry: None.

Extension: .ltd.uk & .plc.uk
Description: As the name suggests, UKk limited company and UK public limited company respectively.
Restriction on registry: Company registration number required as part of the registration process. The domain name must match exactly that registered at Companies House.

Extension: .net
Description: .net stands for “network,” and is most commonly used by Internet service providers, Web-hosting companies or other businesses that are directly involved in the infrastructure of the Internet.
Restriction on registry: None.

Extension: .org
Description: .org stands for “organization,” and is primarily used by non-profits groups or trade associations.
Restriction on registry: None.

Extension: .biz
Description: .biz is used for small business Web sites.
Restriction on registry: None.

Extension: .info
Description: .info is for credible resource Web sites and signifies a “resource” web site. It’s the most popular extension beyond .com, .net and .org.
Restriction on registry: None.

Extension: .us
Description: .us is for American Web sites. It has the largest amount of available names in inventory.
Restriction on registry: Some apply.

Extension: .eu
Description: Company or organisation with an EU presence.
Restriction on registry: None.

What is a Domain Name Registrant?

Anyone, not just businesses, can become the legal registrant of a domain name, although some domain extensions have their own registrant criteria.

A registrant is the individual or organisation (e.g. limited company, partnership, sole trader etc) that registers a specific domain name.

This person or organisation is the ‘legal entity’ bound by any terms and conditions associated with the domain name registration.

What is a Domain Name and why do I need one?

What is a Domain Name?

Computers connected to the Internet have unique numerical addresses so that electronic information is delivered to the right place. The domain name system (DNS) translates the numerical addresses of computers into more user-friendly names. The resulting domain names are easier to remember and help people to find information on the Internet.

Some examples of domain names:

bbc.co.uk
virgin.com
tesco.com

Domain names are used to identify and locate web pages and websites. For example, in the web site address “http://www.bbc.co.uk” the domain name is ‘bbc.co.uk’.

Domain names are also used in e-mail addresses, for example, richard.branson@virgin.com, that enable people to send and receive electronic messages.

Why do I need a Domain Name?

You need a domain name in order to host a website or use a personalised email address, however you do not need to host a website or use personalised email in order to register a domain name. You can start with just registering the domain name on it’s own, and then add services like website hosting and/or email at a later date.

Advantages of registering your own domain name:

• Domain names build credibility on the Web
• Domain names are portable
• Domain names produce a feeling of professionalism
• Domain names are memorable

Changing the Spam Filter Settings

The Spam Filter is controlled and configured from the Control Panel.

1. Log in to the Control Panel
2. Click on the ‘Junk Mail Filters’ icon in the ‘Email’ section.
3. You can now set the spam filter level, add to blacklist and whitelist.

Dealing with SPAM

To help you deal with the ever increasing problem of spam emails (unsolicited bulk emails) Teckna have put together the following guidelines. The Teckna Spam filter, available on all Teckna Email addresses, is a powerful tool which will identify and either highlight or delete (your choice!) any incoming email suspected to be spam. However, there are also other things you can do.

Avoid common email addresses; info@, admin@, sales@
Spammers will always try to target the most common email addresses that many businesses use, like info@, admin@, sales@. So if you use one of these email addresses all the spammers need to know is your domain name, and the rest they will just keep trying until they find one that works.

Avoid using a ‘catch-all mailbox’
For the same reasons as above, if you use a ‘catch-all’ alias on your email account (ie you can receive emails to ‘anything-and-everything@yourdomain.com’) you give the spammers an advantage as they don’t have to know any full email addresses you use, they just need to know your domain name.

Don’t respond to ‘Remove me from mailing list’
This is a tricky one, as some companies will genuinely remove you from their mailing lists if you ask them to. However, if you get completely unsolicited spam emails from someone you have never heard of before, don’t follow their link to ‘remove me from mailing list’ – if you do, you actually give them an email address that they now know is real and will add it instead of removing it. The ones that are probably safe to respond to would be from UK bluechip companies and well know brand names and sites, and where you know you have signed up to one of their mailing lists in the past.

Don’t bother with blacklists
It will not make the situation any worse, but you will also not help stop spam by adding spammers email addresses to a black list. As soon as a spammer has used one email address to send out a bulk spam mailing, they will discard it and next time use a different address. So any effort you spend adding spammers email addresses to black lists will be more or less wasted.

Please go on to read about How to use the Teckna Spam Filter

Email Setup Settings – PC/Mac/Mobile/Tablet

To manually set up your email account, use the folowing setings. Use your domain name in place of YOURDOMAIN.CO.UK

Incoming POP/IMAP Server: mail.YOURDOMAIN.CO.UK
User/Account Name: Full email address
Password: As provided

Outgoing SMTP Server: mail.YOURDOMAIN.CO.UK
User/Account Name: Full email address
Password: As provided
Port: 587 – refers to outgoing server only
SSL No or Off where required or asked for

Email Setup Settings – PC/Mac/Mobile/Tablet
In order to send mail through our mail servers, your email client may need to be configured to use SMTP Authentication. Common email clients include a tick box in the account configuration with the label ‘This server requires authentication’. That box should be ticked, otherwise look for a setting on the outgoing server settings that refers to authentication and set it to use the same username and password as for the incoming server.

Outlook Example:

Go to ‘More Settings’

* Outgoing Server: tick ‘my server requires authentication’/’use same settings as incoming server’

* Advanced Tab: Change outgoing SMTP port number from 25 to 587

How do I change my Email Password?

You can change your email password in the Control Panel or via the webmail login screen.

Via Webmail login screen

1. Got to http://webmail.tecknaonline.com
2. Click on “Change Password”
3. Type your Email address, current password and new password.
4. Click “change”

Via Control Panel

1. Log in to the Control Panel.
2. Click on the ‘Mail Boxes’ icon in the ‘Email’ section
3. Find your Email account and change the password.

How do I use Webmail
Access via webmail depends on the type of account your are subscribed to.

For standard normal email accounts: outitgoes.com or http://webmail.your-domain.co.uk or eg: http://webmail.fredsfish.co.uk

If you have an Office 365 Exchange accounts: outlook.office365.com

How do I create a new Email Address?

New email addresses can be created in your Control Panel.

• Log into the Control Panel
• Click on the ‘Mail Boxes’ icon in the ‘Email’
• You will see the “Add a New Mail Box” section.  Just type the email address you want and click “add”
• The new email address will be created with a strong password.  You can over-type the password but do not use a simple password.
• The email will take 5 minutes becomes live and ready to be used.

How to set up Email Forwarding

Email forwarding is set up in your Control Panel

1. Log in to the Control Panel
2. Click the ‘Forwarding’ icon in the ‘Email’ section
3. Type in the email address you want to forward emails from and then in the “Destination Addresses” type the email account you would like them forwarded to. This can be multiple email addresses.
4. Click “create” and you will see the completed forwarding.
5. You can now modify or remove existing forwarding where required.

Setting Up your email account on your iPhone or iPad
This FAQ has been used many times to set up iPhone / iPad email accounts. If this does not work for you, please contact your phone provider for
advice.

You will first need a copy of your “Welcome Email” or know the following information:

• incoming and outgoing mail server (i.e. mail.yourdomainname.co.uk )
• Your email user name (the full email address as you use for webmail / outlook account)
• Your password

Now got to “Settings” (the grey icon with cogs) on your iPhone and then to “Mail,Contacts,Calendars”

From here select “Add Account…” and you will see the screen below

Now select “Other” and you will see the screen below

Select “Add Mail Account” and you will see the screen below

In the spaces provided, type your name, your email address and email password, the description is a friendly name and can be anything and you will see the screen below

Now select “IMAP” and complete the settings as below

Enter your “incoming mail server” in the “Host Name” section and your user name (full email address) and password as provided
in our example replace simplytest.co.uk with your own domain name. i.e. mail.fredsplumbers.co.uk

Now scroll down and do the same for the “outgoing email server” as below and then lick “net” in the top right.

You may see a message about “cannot verify server”, just click continue.

You will now see the screen below, click “save” in the top right to complete the process. Sometimes it may need the phone to be restarted

If you are still having problems sending and want to review your outgoing server, it should look like this.

This FAQ has been used many times to set up iPhone email accounts. If this does not work for you, please contact your phone provider for advice.

Using our sending SMTP Servers
You can use our SMTP server for sending emails via your phone / Outlook type programs.

The incoming and out going SMTP server are the same:

mail.youdomain.com where you replace yourdomain.com with your domain name i.e. mail.billybooks.co.uk

In order to send mail through our mail servers, your email client must be configured to use SMTP Authentication.

Change the port to 587

Common email clients include a tickbox in the account configuration with the label “This server requires authentication”. That box should be ticked, otherwise look for a setting on the outgoing server settings that refers to authentication and set it to use the same username and password for the incoming server.

In Outlook, this is found in “more settings” in the mail account. In there you will also need to set “my server requires authentication” and tick “use same settings as incoming email server”.

What is POP3
‘POP3’ stands for Post Office Protocol-version 3 and is a server which stores your email.

When an email is sent to you, it is stored on a server (called the POP3 server) until it is downloaded via your email client (Outlook, Netscape Mail, etc.).

When you purchase a hosting package we will automatically be given a number of POP3 mailboxes.

These mailboxes can be assigned to a specific email address, allowing you to access them using a program such as Teckna Webmail, Outlook Express or Mozilla ThunderBird.