All of our new hosting and Business plan backups are taken automatically by an application named Acronis.

Even though this is in place, we still strongly recommend that all clients take and store their own backups on a remote host or local computer.

These backups are stored on an external server so that they are fully redundant. These backups do not contribute to the cPanel user's Disk Space usage.

Backup Retention

Your plan type will influence how frequently the restore points will be available and how you access them as per the below:

Our Entry, Growth, Professional, and all Select Hosting plans will hold on the following backups:

• Hourly: Backups every hour for the past 12 hours

• Daily: Daily backups from the past 3 days

• Weekly: One backup per week for the past 4 weeks

• Monthly: One backup for the current month

Our Legacy Reseller plans will hold on to the following backups:

• Daily: Daily backups from the past 3 days

• Weekly: One backup per week for the past 4 weeks

How To Restore A Backup

All our Shared Hosting plans utilise Acronis for its backups, here's how to use it!

Accessing Acronis

1. Login to cPanel

2. On the cPanel dashboard, locate Files and click on Acronis Backup

1. From here you will see a list of backup points, click on the date that you would like to restore from

listContacts

POST /users

This function will list the contacts for the specified domain name

Headers

Body

Response

{
  "id": 1,
  "name": "John",
  "age": 30
}

{
  "error": "Invalid request"
}

Our Select Hosting plans allow you to specify the exact Disk Space, CPU and Memory limits you want when upgrading or downgrading the service.

Changes to your plan can be done at any time and you do not need to wait until the end of your billing period.

Adding or removing resources

1. Log in to VIPcontrol.

2. Click on My Services at the top of the page.

3. Click on cPanel Hosting.

4. Click Manage next to the service you want to change the resource limits for.

5. Click on Upgrade/Downgrade under Account.

6. Click on Upgrade/Downgrade.

7. Sliders for Disk Space, CPU Cores and Memory will appear. You can adjust them to whatever you like.

8. Click Continue to Price Breakdown.
9. Review the price breakdown carefully. If everything looks good, check the acknowledgement and click Generate Invoice to proceed.

What happens next?

Your new resource limits will be applied instantly.

After confirming your new plan configuration, our system will calculate the difference between what you’ve spent on your old plan, and compare it to the cost of your new plan. The difference will either be charged to you via an invoice (where the new plan has a higher cost) or returned to you as an account credit (where the new plan costs less).

1. Open Mail and Add An Account

   • Click ‘Other Mail Account…’ or ‘Add Other Account…’ and then click ‘Mail Account’

   If this isn’t the first email you are adding to the Mail app, with the Mail app open, click on ‘Mail’ in the Top Bar of your Mac (just next to the Apple icon), and then click ‘Add Account’ from the dropdown.

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2. Click ‘Other Mail Account…’ or ‘Add Other Account…’ and then click ‘Mail Account’

   • Name: Enter the name you wish for your emails to appear from

   • Email Address: Enter your email (e.g., user@vipguides.au)

   • Password: your email password

   • Click ‘Sign In’

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3. Enter IMAP/SMTP Server Settings

   • Email Address: Enter your email (e.g., user@vipguides.au)

   • Username: Enter your email (e.g., user@vipguides.au)

   • Password: your email password

   • Account Type: We recommend IMAP, see why.

   • Incoming AND Outgoing Mail Server:

     Dedicated Email Hosting: ventraip.email

     cPanel Email Hosting: mail.yourdomain.com (replace with your actual domain)

   • Image
4. Click ‘Sign In’ Again and Follow Any Final Personalisation or Setup Prompts

   • Image

     Done!

Still having issues setting up?

While our support for third-party email software is limited, we're happy to help where possible!

If you encounter any errors during configuration, please submit an eTicket with screenshots of both any error messages and your configuration settings so we can assist you.

For advanced troubleshooting needs, please consult a local IT technician or contact the software vendor directly.

1. Verify Your Login Details

The most common reason for email client issues is incorrect login credentials.

• Confirm your email address and password: Ensure they are entered correctly without extra spaces or typos.

• Test using Webmail: You can verify your credentials easily by logging into your Webmail:

  • Dedicated Email Hosting:

  • cPanel Email Hosting:

If you can successfully access Webmail, your login details are correct.

2. Check Email Configuration Settings

Misconfigured settings can prevent your email client from syncing.

• Incoming (IMAP) Settings:

  • Server: ventraip.email (Dedicated) or mail.yourdomain.com (cPanel)

  • Port: 993

  • Security: SSL/TLS

• Outgoing (SMTP) Settings:

  • Server: ventraip.email (Dedicated) or mail.yourdomain.com (cPanel)

  • Port: 465

  • Security: SSL/TLS

Double-check your email client’s configuration against these settings.

3. Device and Software Troubleshooting

Occasionally, device-specific issues or software glitches can cause problems.

• Restart your device: Rebooting can resolve temporary glitches.

• Disable VPN: If applicable, turn off your VPN temporarily, as it may interfere with your email client connection.

• Update your device and email client software: Ensure you're running the latest version of your device operating system and email application.

4. Reset Your Email Password

If you suspect your password may be incorrect or forgotten, reset it easily:

• Follow our straightforward guide on resetting your Email Password .

Once reset, update your email client settings with the new password.

5. Remove and Re-add Your Email Account

Persistent syncing issues may be resolved by re-adding your account.

• Completely remove your email account from your email client.

• Restart the email client application.

• Re-add the email account, carefully entering all required details using the correct settings.

6. Check Firewall and Antivirus Settings

Firewalls and antivirus software can sometimes interfere with email syncing, if you run any additional firewalls or antivirus software on top of what comes pre-installed with your operating system, consider the following:

• Temporarily disable your antivirus software and firewall to check if they're causing connection issues.

• If disabling resolves the problem, adjust the settings in your security software to allow email client communication.

7. Inspect Storage Quotas

• Ensure your mailbox is not full. A full mailbox can prevent receiving new emails.

• You can verify your mailbox storage via Webmail or through cPanel (cPanel Email Accounts) or VIPcontrol (Dedicated Email Accounts)

Still Having Issues?

While our support for third-party email software is limited, we’re happy to help where possible!

If you encounter any errors during configuration, please submit an with screenshots of both the error messages and your configuration settings so we can assist you.

For advanced troubleshooting needs, please consult a local IT technician or contact the software vendor directly.

Why Am I Receiving These Emails?

You might receive an email from us indicating that your domain name is not eligible. This typically occurs if the ABN (Australian Business Number) associated with the domain is invalid or has been cancelled. Such cases often happen when you move to a new ABN/ACN but do not update the domain details accordingly.

In collaboration with auDA, we have implemented a change to enhance the eligibility validation process. This aims to reduce eligibility complaints and prevent the potential loss of invalid .au domains.

If a domain does not meet the necessary eligibility criteria—such as having an active ABN or ACN (Australian Company Number)—after an inbound transfer or renewal, we will notify the registrant via email. The registrant will then have 30 days to perform a to update to a valid and eligible registrant, preventing suspension.

How Can I Resolve This?

To resolve this issue, you need to perform a to update to a valid and eligible registrant.

Learn more about the Change of Registrant process and how it works .

What Documentation Do I Need?

When contacting our team, please provide one of the following documents that demonstrates the history of ownership transfer for the domain. The documentation must be dated prior to the existing ABN becoming inactive:

Accepted Documentation Types

Sales Agreement

• A copy of a sales agreement showing the business was sold or transferred.

• The agreement must clearly indicate that the current company/entity was acquired by the proposed company/entity.

Signed Letter on Company Letterhead

• A letter signed on official company letterhead stating that the domain has changed hands.

• The letter must explicitly specify the full domain name being transferred from one business to another.

Other Valid Documentation

• Any valid document demonstrating the change of ownership for the domain or business.

• This can include a Statutory Declaration outlining the transfer details, signed by a Justice of the Peace or an authorised witness.

Alternative Option: Transfer of Domain Chain Form

If you cannot provide the above documentation, you may use the Transfer of Domain Chain Form. This is suitable when the current registrant no longer exists or lacks supporting documentation.

1. Download the .

2. Complete the form and include any supporting documents.

Once you have gathered the necessary documentation, reply to the email you received from us or contact us directly at . Our team will review your submission and proceed with the Change of Registrant.

Unsure which to use? Check our guide here.

1. Open Settings and Search for ‘Mail’

   • Click Mail (Apps)

   • Click Mail Accounts

   • Click ‘Add Account’
2. Click ‘Other’ for the Account Type, and enter your Email Address and Password

   • Name: Enter the name you wish for your emails to appear from

   • Email Address: Enter your email (e.g., user@vipguides.au)

   • Password: your email password

   • Description: *optional, this is purely for organisation within iOS

   • Click ‘Next’ (top right)
3. Enter IMAP/SMTP Server Settings

   • Name: Enter the name you wish for your emails to appear from

   • Email Address: Enter your email (e.g., user@vipguides.au)

   • Description: *optional, this is purely for organisation within iOS

   Incoming Mail Server

   • Hostname:

     Dedicated Email Hosting: ventraip.email

     cPanel Email Hosting: mail.yourdomain.com (replace with your actual domain)

   • Username: Enter your email (e.g., user@vipguides.au)

   • Password: your email password

   Outgoing Mail Server

   • Hostname:

     Dedicated Email Hosting: ventraip.email

     cPanel Email Hosting: mail.yourdomain.com (replace with your actual domain)

   • Username: Enter your email (e.g., user@vipguides.au)

   • Password: your email password
4. Click ‘Next’ and Follow Any Final Personalisation or Setup Prompts

Done!

Still having issues setting up?

While our support for third-party email software is limited, we're happy to help where possible!

If you encounter any errors during configuration, please submit an eTicket with screenshots of both any error messages and your configuration settings so we can assist you.

For advanced troubleshooting needs, please consult a local IT technician or contact the software vendor directly.