Reboot Request
Please note that our VPS and dedicated servers are not integrated with our client area.
You should be able to reboot your VPS from within the operating system by using the command “sudo reboot” without needing to ask us to reboot your server. However, if you have tried to reboot your server from within the OS but it did not come online, please open a ticket and let us know.
Please be aware that we do not take responsibility for any possible damage caused.
If you are a VPS, semi-dedicated, VDS, or dedicated server client and need to request a power cycle or server reboot, please visit our secure support department and select “reboot” as the ticket type.
If, for any reason, your server becomes unresponsive after working without any issues for a while, it is likely due to sudden RAM usage. In this case, you need to arrange for your server to use less RAM or immediately upgrade your RAM.
If our company has advised you to troubleshoot and resolve an issue causing your server to go offline or upgrade your server, please follow our instructions to resolve the issue. Requesting reboots is not a solution to these types of problems, and as we do not provide reboot facilities, it becomes inconvenient for both you as a customer and our technicians.
Please keep in mind that if you are working on a project that requires a power cycle or immediate response from our team, it is advisable to coordinate the task with our team in South Korea. This will ensure a faster response time during office hours. Please note that our reboot triage department only accepts emails from valid registered accounts, so make sure you have a registered email account in our support department.
Please note that Internet Brothers will not be held responsible for any problems or service outages caused by reboots.
What is a Reference Identification (Ref ID)?
At our company, we assign a unique identification number, known as a server Ref ID, to each server. This ID is used for internal identification purposes and serves as an additional layer of security. When you require technical support, please provide us with your server’s IP address along with your Ref ID. This will enable our support team to quickly and easily identify your VPS, VDS, dedicated server, or any other server type in our search system.
It’s important to note that some members of our support team only have access to the reference identification system, and may not be able to search it by IP address. Therefore, it’s crucial that you provide us with your Ref ID when submitting a ticket so that our team can efficiently assist you.
Where can I find my Ref ID?
Your server REF ID was emailed to you on the day you purchased your server. You should be able to find it in the email instructions that you received from us at that time. Alternatively, we may have included this information in your profile section in our billing department. If you log in to your billing department and navigate to your profile section where you can update your details, you should see a notepad section that contains your Ref ID.
If you’re unable to locate your Ref ID in either of these places, please refer to the first email you received from us or contact our billing department during office hours. Our team will be happy to assist you in locating your Ref ID so that you can easily access technical support when you need it.
Have you lost your password?
Lost password for client area? Please click here. Other password issue please contact our billing department and submit a ticket.
In most cases, we are unable to provide you with your password as it is encrypted in our system database. However, we can reset it to a new one for you.
If you are a VPS, VDS, or Dedicated server customer who has lost your Root password, please note that additional charges may apply for resetting the password. Additionally, we will only send the new password to a verified email address that is associated with your billing account for security reasons.
Please keep in mind that password resets are only performed during Korean office hours, Monday through Friday. Unless there is an urgent issue such as a website outage, response times for password reset requests will be 24 hours at the lowest ticket priority. If you are locked out of your server due to a firewall or other issue, please note that password resets should not be requested through our technical support department. Instead, they should be requested through our billing department ticket system.
For security reasons, we may require additional information from you, such as your last transaction ID, and you must use an email address that is registered in our system. Please note that we will need to document all password reset requests in our system. In some cases, we may also require a copy of your identification, such as a passport.
Please keep in mind that customers are responsible for lost passwords. If you continue to forget your password, we recommend using a password manager to help you manage your passwords.
Finally, to ensure that you receive our password reset emails, please whitelist our domains.
Moving, transferring and restoring hosting
This is a set of guidelines and policies for customers who want to transfer their website to the hosting provider. The provider offers a free transfer service for the primary domain of the hosting account within 10 days of signup. Additional domains or subdomains are not included in the free transfer service. The transfer is done in Korean Office Hours Mon~Fri.
The provider supports major control panels like Directadmin, Plesk, but mostly accepts Cpanel to Cpanel transfer only. If transferring from a Cpanel host, it is required to have the same amount of free disk space as used disk space. The customer must specifically inform the provider where and how to access the database.
The customer should not cancel their old hosting account until they have changed DNS and carefully inspected all of their site to ensure everything is OK. The customer should also have multiple backups. The provider also cannot transfer from hosts that do not allow access to website files (FTP restriction), databases. Without access, the provider cannot copy and transfer the site.
To initiate the transfer, the customer needs to provide the following information to the Technical Support Department in a ticket:
- IP Address or Domain Name of Previous Hosting Account
- Host transferring from
- Username to that site
- Password to that site
- Have you made a full backup of your site, Database: Yes or No? (The customer must confirm that they have a backup of their site)
- Your Primary Domain With Us
- The username to that site
- The password to that site
- Your Instructions (if necessary)
If the provided information is not correct, the provider will ask the customer one more time for the correct information. However, if they do not receive the information within 24 hours, the ticket is marked closed. By sending the above information and asking for a transfer, the customer confirms that they have read the provider’s terms of service.
Moving the website’s files, transferring the site’s database (if applicable), reconfiguration of the customer’s applications (e.g., WordPress, Drupal), and pointing the domain’s DNS to the provider’s servers are the steps involved in transferring a site. Even if the provider moves the website files and transfers the whole database (Paid or FREE), it is the customer’s responsibility to reconfigure their applications to work with the provider’s server and change the DNS.
If the customer is already a client and the provider is going to do a transfer for them, they should note that they are still responsible for any further adjustments to their website. By using the provider’s transfer service, the customer confirms that they have a full backup of their website(s).
How to use a discount coupon?
If we offer a discount coupon, you can simply copy the coupon code and, when placing your order, you will have the option to validate and apply it to the product or service. If you need help, just contact us and we will assist you with sign up and placing your order
What is Server Support Limitation?
Unmanaged servers are recommended for experienced users or those who have their own technical team. They are designed for individuals or companies who are comfortable administering a server without Internet Brothers’ help.
Internet Brothers will perform a standard installation of the server and then turn it over to the customer for final configuration. The customer is responsible for all data monitoring, security, troubleshooting, and maintenance. If you are highly technical, particularly in networking, our services may be suitable for you.
If tech support is necessary, we will provide it on a charge-per-hour basis. This means that support will be charged for the full minimum amount, even if it only takes a few minutes to resolve the ticket.
The uptime of the server might depend on how you manage it. In essence, clients must have the skills necessary to maintain the server from the bottom up. The infrastructure and operations of the server are the complete responsibility of the customer. You must always backup everything, update often, and monitor your server.
Where Can I Find more FAQ?
Is mass mailing allowed?
We have a zero-tolerance policy for spam and mass mailing on our shared hosting service, which means that even newsletters are not allowed. If you need to send mass mailing with your shared hosting account, please contact us and we will offer you additional services (external mailing).
The reason for this policy is that if even one recipient complains against you, the IP address of the server will be banned by anti-spam groups such as Yahoo, MSN (Hotmail), and ISPs. This can result in disruption of emails for other customers on the same server. While there are fewer restrictions on VPS and dedicated servers, please ensure that you comply with our general rules concerning spam
Do you allow adult contents?
Our company has a strict policy against adult content, and we fully comply with the rules and regulations of South Korea