Knowledgebase : Client Area

In order for us to change ownership of an account in the death of a client / account owner we would require the following information be provided to us through a support email ([email protected]) or mailed to our physical address at:

Hawk Host Inc.
710 Tower St South
PO Box 50081
Fergus ON N1M 2R0

The information and documents we require are:

  1. Death Certificate of the client / account owner

  2. Legal documentation listing the name of the client / account owner's Estate Administrator.

  3. Photo ID for the requestor / Estate Administrator. The government-issued photo ID must be a color copy, scan, or digital picture containing the individual on the ID, their name, signature, and expiration date of the ID clearly readable and visible.

If the client / account owner was listed as a business and not an individual we would require a copy of the business ID. Examples of acceptable government-issued business identification are:

  1. A copy of a government issued business license from issued by a local, county, state, or federal agency.

  2. For U.S. based businesses we can also accept an IRS Determination Letter. You may request a copy of this letter by contacting the IRS at 1-800-829-4933.

  3. We cannot accept copies of articles of incorporation/organization, applications, documents printed from the internet, or tax returns as business ID.

Even with the above documentation/verification provided this will not guarantee we will approve the ownership change. We reserve the right to accept or reject the request for any reason in our sole discretion and judgment.

RAM/memory upgrades are available on all shared, cloud web hosting, and semi-dedicated hosting services. Any customer with a reseller or cloud compute package will need to contact our sales team for RAM/memory upgrades. Shared, cloud web hosting, and semi-dedicated hosting customers can add memory directly through their client area:

  1. Login to your client area at https://my.hawkhost.com/clientarea.php.

  2. Click "Services" from the menu navigation, and from the dropdown select "My Services":



  3. From your "My Products & Services" page there is an "Actions" menu on the middle-left side of the page. Click "View Available Addons":




  4. The "Product Addons" page will have an option labeled "Additional 1GB of RAM/Memory". Select your service from the provided dropdown list and click "Order Now" to proceed to checkout and complete the RAM/Memory upgrade:

 

Domains can be registered through us for $10.95/year, and ID/whois protection can be added for an additional $3 per year. You can either register the domain while ordering your hosting, or separately through the following URL: https://my.hawkhost.com/domainchecker.php

You can also transfer your domain registration to us from another registrar. The cost for doing so is $10.95 as well (adds a year onto the domain registration).

When you register a domain through Hawk Host, you have the ability to change the nameservers, WHOIS information, and many other options through your client area. By default, the information input when signing up will be used to fill out the WHOIS information. If you choose to have privacy protection on your domain(s), none if this information will show publicly. If you wish to modify the WHOIS information:

    1. Login to your client area ( https://my.hawkhost.com/clientarea.php )

    2. Click "Domains" from the menu navigation, and from the dropdown select "My Domains":



    3. Locate or search for the domain that needs updated WHOIS information.

    4. Click the green "Active" button/link to the right of the domain you're modifying:



    5. After clicking the green "Active" button you'll be taken to your domains management page. From the left side "Manage" menu select the "Contact Information" link:



    6. On the following page you can manage/modify your existing whois contact or add a new domain whois contact.

Any domains registered with Hawk Host provide you the ability to register your own custom nameservers. To register your custom nameservers:

  1. Login to your client area ( https://my.hawkhost.com/clientarea.php )

  2. Click 'Domains' from the menu navigation, and from the dropdown select 'My Domains'

  3. Locate the domain that needs private nameservers

  4. Select 'Manage Domain'

  5. Select 'Management Tools' and then from the dropdown select 'Register Nameservers'

  6. In the top form, enter your desired nameserver (for example, ns1.yourdomain.com) and the IP address it should point to. Click 'Save Changes'

  7. Repeat this process until all of your nameservers are added

cPanel password resets can be completed through your client area. If you are unable to login to your client area please use the client area "lost password" function by visiting https://my.hawkhost.com/pwreset.php -- Please note this is a different process than resetting your cPanel password.

We will not reset your cPanel password for you, it must be done through your client area using the instructions below. To reset your cPanel password:

  1. Login to your client area at https://my.hawkhost.com/clientarea.php

  2. Click "Services" from the menu navigation, and from the dropdown select "My Services":





  3. Locate and click on the service which needs a cPanel password reset:




  4. Locate the 'Actions' menu on the left side navigation and select 'Change Password':

Adding an authorizer user to your client area account allows you to configure access for multiple users, all with different levels of access. Follow these steps to add an authorized user to your account:

    1. Login to your client area at https://my.hawkhost.com/clientarea.php with the accounts main/primary owner's email address.

    2. Click "Hello, Name" from the top right menu navigation, and from the dropdown select "User Management":



    3. From "User Management" page use the "Invite New User" form to enter your new users email address. From here you can choose to provide this new user "All Permissions", or use the "Choose Permissions" to restrict the new users level of access to your account. Once you have entered the new users email and set their permissions click the "Send Invite" button to email the user a registration URL:



    4. The new user will be sent an email titled "Your Name has invited you to their account" ("Your Name" will show your profile name in the email). In the email they receive there will be an activation URL with the text "Accept Invite". The new user will need to click that link and open it in their browser. If the new user has an existing account with us they can login using their existing credentials. If this new user does not exist in our system they can use the provided "Register" form:



    5. Once your new user accepts the invite and completes the login or registration you will be able to view the user and manage their permissions for your client area account through the "User Management" interface.

You can add funds to your account which can be used for new orders, future invoices, or any account upgrades. To add funds to your account:

    1. Login to your client area ( https://my.hawkhost.com/clientarea.php )

    2. Click 'Hello, Name' from the menu navigation, and from the dropdown select 'Add Funds'

    3. Enter the amount of funds you wish to add (minimum $10 USD) and the payment method you'd like to use

    4. Select 'Add Funds' to complete the process

If you have a domain name registered through us and would like to cancel / not renew the domain, you'll need to follow these steps:

  1. Login to your client area ( https://my.hawkhost.com/clientarea.php )

  2. Click 'Domains' from the menu navigation, and from the dropdown select 'My Domains'

  3. Locate the domain you do not want to renew automatically

  4. Select the arrow dropdown to the right of 'Manage Domain' and from the dropdown select 'Auto Renewal Status'

  5. Select 'Disable Auto Renew'

We hate to see people leave, however we understand your hosting needs may change over time. To cancel your service you must do the following:

    1. Login to your client area ( https://my.hawkhost.com/clientarea.php )

    2. Click 'Services' from the menu navigation, and from the dropdown select 'My Services'

    3. Locate the service(s) you wish to cancel

    4. Click the service you wish to cancel from your services list

    5. From the left side 'Actions' menu, click 'Request Cancellation'

    6. Please fill in the form with why you're cancelling, any problems you had, or any suggestions for improvement. This information helps us in the future!

    7. The selected service will be canceled within 24-48 hours. You will not be charged if your invoice due date lands within that time.

If you need to clear your shopping cart on our website simply progress to "Step 4"(Confirm Order) and select the "Start Over" button. Your cart should now be cleared and you'll be redirected to a page with a list of all of our services. (Picture).

If you need to disable two-factor authentication for your client area and you've lost both your device and backup code, please submit a support ticket for further assistance. If you still have access to your two-factor authentication device and need to disable your client area 2FA:

  1. Login to your client area at https://my.hawkhost.com/clientarea.php

  2. Once you've logged in click 'Hello, Your Name' from the top right navigation and then click 'Security Settings' from the dropdown

  3. From the 'Security Settings' interface select 'Click here to disable' under 'Two-Factor Authentication'

  4. Enter your current client area password to verify your request and then click 'Disable Two-Factor Authentication'

  5. Two-Factor authentication will now be disabled for your client area

Our client area (https://my.hawkhost.com/clientarea.php) supports two-factor authentication to secure your account with more than just a password. When 2FA is enabled you would not only need your account password to login but a second form of authentication in the form of a time based token generated by a hardware device (generally a cell phone or tablet) which you control. To enable 2FA on your client area account:

  1. Download and install a supported Two-Factor Authentication app for your phone/tablet. We recommend Authy however any of the following will work:

    Google Authenticator (Android, iOS and Blackberry)
    Duo Mobile (Android and iOS)
    Authenticator (Windows Phone)
    Authy (Android, iOS, Blackberry and Windows Phone)

  2. Login to your client area at https://my.hawkhost.com/clientarea.php

  3. Once you've logged in click 'Hello, Your Name' from the top right navigation and then click 'Security Settings' from the dropdown

  4. From the 'Security Settings' interface click 'Click here to enable' under 'Two-Factor Authentication'

  5. Scan the provided QR code or enter the code manually into your hardware devices two-factor authentication app and click 'Confirm'

  6. Enter the 6 digit code provided by your two-factor authentication app and verify the device

  7. Be sure to save the 'Backup Code' you're provided in a safe/secure location. This code will be used in the event your two-factor device is not available
It is possible to send your referred traffic through your affiliate URL to a specific page on our site. To accomplish this you will need to:
  1. Login to your client area and visit https://my.hawkhost.com/affiliates.php to obtain your affiliate URL and affiliate ID. For example you should see a URL like https://my.hawkhost.com/aff.php?aff=XXXX

  2. Locate the page on https://www.hawkhost.com you'd like visitors to land on. For example we'll use https://www.hawkhost.com/shared-web-hosting

  3. Take your affiliate URL and append '&page=shared-web-hosting' to the end. The final URL would look like: https://my.hawkhost.com/aff.php?id=XXXX&page=shared-web-hosting -- in this example you need to make sure you replace XXXX with your affiliate ID.

  4. This method can be used to link to any page on our website. All you need to do is copy the page name and add it to your affiliate URL as shown in the above example. Some common pages can be found below, again you need to replace XXXX with your affiliate ID:

You can upgrade anytime by logging into our client area at https://my.hawkhost.com and following these instructions:

  1. Login to your client area (https://my.hawkhost.com/clientarea.php)

  2. Click 'Services' from the menu navigation, and from the dropdown select 'My Services'



  3. Locate the service(s) you wish to upgrade/downgrade. Select the service.



  4. Locate the 'Actions' menu on the left side navigation and select 'Upgrade/Downgrade'

If you need further help submit a ticket to our billing department.
 
Please note: If your renewal invoice is already generated and you wish to upgrade / downgrade, contact our billing department before paying your invoice.

If you've previously configured Two-Factor Authentication (2FA) for your cPanel account and you've lost your hardware device we will need to temporary disable the authentication for you. It is unfortunately not possible for you to access the client area or disable the authentication without contacting us.

Please email our support team or submit a ticket for us to disable Two-Factor Authentication for you. We will verify your account ownership and once that's completed Two-Factor Authentication will be disabled so you can login to your client area again.

In order to receive support from our team, you'll be required to provide them with your unique support PIN to verify your identity. We've already generated a PIN for you and it can be located in your client area -- If you're having an issue locating your PIN, please follow these steps:

  1. Login to your client area at https://my.hawkhost.com/clientarea.php

  2. Click "Support" from the menu navigation, and from the dropdown select "Support PIN":




  3. Your 9 digit support PIN will be shown on the following page.

  4. Copy and paste the provided 9 digit support PIN to your support representative for verification.

If you're looking to transfer your domain to another registrar, you will need to provide them the EPP code (or secret code) for your domain name. To obtain your EPP code:

  1. Login to your client area ( https://my.hawkhost.com/clientarea.php )

  2. Click 'Domains' from the menu navigation, and from the dropdown select 'My Domains'

  3. Locate the domain(s) you need the EPP Code for

  4. Select 'Manage Domain'

  5. Select 'Management Tools' and then from the dropdown, select 'Get EPP Code'

  6. Your domains EPP code will be listed on that page

Before transferring a domain name, you should also make sure that privacy/whois protection is disabled and you remove the registrar lock if it was enabled.

All information regarding our affiliate program can be located here: http://www.hawkhost.com/Affiliate

If you have any other questions regarding the affiliate program, please email [email protected] or make a post in our forums at http://forums.hawkhost.com/forum/46-hawk-host-affiliate/