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Frequently Asked Questions

Setup and Domain Information

How long will it take to setup my account?

Accounts are setup within 24 hours of receiving payment. You will receive a welcome letter when you signup with instructions on how to access your account.

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How long before www.(mydomain).com is accessible?

If you registered a new domain, it should be available within 48 hours. If you're moving a domain from another provider, you will be receiving an email to authorize the switch. The sooner you return this email, the sooner you'll be up and running. 

Transferring a domain generally takes about 2-3 days.

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Is the domain name I want available?

The first step of our signup form has a link to a Whois lookup to tell you if the domain is available. If it isn't, you can search for another one until you find one you like.

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How do I register/transfer an international domain name?

If you wish to register an international domain, you will need to contact the international registrar for the country in which you are located and register the domain through them. You will need to give them our DNS information in order to have the domain hosted with us.

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What are the DNS servers I should use for transferring my domain name?

Our DNS servers are:

ns1.multiplehat.com
ns1.geodns.net

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What forms of payment are acceptable?

We accept PayPal payments and checks.

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How do I cancel my account?

We accept account cancellations via email. Please include your name, domain name, email, and a brief explanation. We will send a confirmation email before cancelling any account.

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Does MultipleHat pay for my domain renewal fees?

If you registered a new domain with us, (it must be .com, .net, .org), we will pay the fees for as long as you're a customer of ours. If you've modified an existing domain, you will still be responsible for these charges.

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Can I view my site before the domain is transferred?

Temporary preview is available and is listed in your welcome email.

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I've transferred my files, but I still see an under construction page.

Make sure your homepage is named index.htm, index.html, index.cfm, or index.php If it is, make sure it's in the /www directory.

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Sales and Technical

What kind of servers do you use?

We use custom Athlon based PCs.

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What type of backups do you use?

All customers are responsible for maintaining a backup of their personal data. MultipleHat performs periodic backups, but we cannot guarantee to have the latest copy of your data at any one time.

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How many sites do you host on each server?

We limit the number of sites to no more that 80.

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Does each site have its own IP address?

We use Virtual/IPless hosting. Due to advances in technology, your site no longer needs its own IP. If you need your own IP for some reason, these are available on an individual basis.

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Where is MultipleHat located?

Multiple Hat is located just outside of Tampa, Florida.

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Do you have a shopping cart system available?

Yes. From your control panel, select Click & Install apps (under Tools) and choose E-Commerce Manager. There are 3 carts to choose from. 

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Can I point a domain name to a subdirectory of my website?

Yes. This is called a subdomain.  

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Can I host multiple domains under one account?

Yes you can. Resources are pooled under your master account.

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General Technical Support

What type of support do you offer?

We offer support via email. Email support is available 24/7. 

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What are your terms of service?

Please visit http://www.multiplehat.com/tos.htm

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Do you allow adult content?

We do not allow adult content.

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Do you allow MP3, game, or software download sites?

We do not allow this. Your site can be suspended with no notice.

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What is my absolute path?

Please email us if you need this for your code.

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How do I get my live stats added?

Stats are available by request. The URL would be stats.yourdomain.com.

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What are the strange _underscore directories in my space?

These directories belong to FrontPage. If you're not going to use FrontPage, you may delete these. Otherwise leave them alone or your FrontPage Extensions will not work.

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I would like an MX record change.  Who do I contact?

Send an email to help@multiplehat.com with the domain name and the mail server you would like all mail pointed to.

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Is anonymous FTP available?

We do not offer anonymous FTP at this time.

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Are custom 404 error pages available?

Yes. Create a page that you would like to have as your error page, name it 404.htm and upload it into your /www directory. In your control panel, choose your file as your custom 404.

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Email

How do I setup new email accounts?

Go to http://mail.(yourdomain).com and enter your admin login and password. You may add users and aliases under the Domain Settings tab.

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I want my email to forward to an email with another provider.

Individual users may forward their email (available in My Settings under the Settings tab). You may consider selecting the "do not forward spam level" setting and the delete message on forward check box.

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I want to get my email with Outlook or Thunderbird, how do I do this?

You may setup either POP3 or IMAP with your email client. Use your full email address as your username and mail.yourdomain.com as both sending and receiving servers.

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How do I setup an Autoresponder?

Select My Auto-Responder under the Settings tab.

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How do I setup an Alias and what is it?

An alias is a nickname for a real email account. You use aliases to create several email addresses that all point to the same mailbox.

Go to http://mail.(yourdomain).com and enter your admin login and password. You may add aliases under the Domain Settings tab.

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How do I setup an email account that receives all email @mydomain.com?

"Catch all" email accounts are no longer available.

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What do I do if I deleted my admin account?

Email help@multiplehat.com.

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How do I send email from a web page?

You can use ASP, PHP, ColdFusion, Perl or use the FrontPage email bot.

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FrontPage

Do you support Microsoft FrontPage?

Yes. You may install/reinstall extensions from your control panel.

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Can I use FTP and Front Page?

We recommend you use one or the other. FrontPage doesn't necessarily know when a page has been changed via FTP.

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I deleted my FrontPage Extensions, what do I do?

You may reinstall them from your control panel or email help@multiplehat.com and we'll re-install them for you.

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Databases

What databases can I use?

We provide support for Microsoft Access and MySQL.

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Where should I put my access database?

Databases should be put in a directory called "db". This /db directory should be at the same level as the /www directory. If you are having trouble with this, please email help@multiplehat.comand we will set this up for you.

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How do I setup an Access DSN?

You can add a DSN for database connectivity via your control panel (under Tools). If you need assistance, please email help@multiplehat.com.

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CGI & Perl

What is CGI?

CGI stands for Common Gateway Interface. CGI provides a method to interface a computer program with an HTML page. CGI programs can be written to do many different things, which include: Chat Rooms, BBS, counters and online forms.

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Do you support CGI? What Type?

We support Perl 5.6.0. You must have a .pl or .cgi extension on your script.

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Can I chmod the directory?

On IIS, you simply put your scripts in the cgi-bin directory which already has the necessary permissions. If you're having trouble, please email help@multiplehat.comwith the script, URL and brief explanation as to what the script does.

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Is Perl available on the servers?

Perl 5.6.0 by Activestate is installed on all our servers.

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ASP (Active Server Pages)

What is ASP?

ASP stands for Active Server Pages. You can learn about this at Microsoft's website at http://www.microsoft.com

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Where can I go to learn more about ASP?

http://www.microsoft.com

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Do I need to do anything to enable ASP on my website?

No. As soon as you signup, you'll be able to use ASP.

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Do I need special software to create ASP pages?

No. As with HTML, you can create ASP pages using Notepad or FrontPage.

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What COM components do you support?

We support ASPMail and JMail. If you have one you'd like to use, please email help@multiplehat.comand we'll review it.

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Do you support custom COM and DLLs?

We will review these on a case-by-case basis. Please email help@multiplehat.com.

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Cold Fusion

Do you support Cold Fusion?

Yes. We have Cold Fusion 6.5 MX installed on all servers. If you have questions, please email help@multiplehat.com.

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Which Cold Fusion tags are not available?

CFContent, CFDirectory, CFFile, CFObject & CFRegistry are disabled as security precautions.

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When I'm FTPing, the directory listing doesn't show up, or it times out.

This is caused by your Internet Access provider using a Firewall. This most commonly happens to Cable Access people. The fix is simple. In the advanced options of your FTP client, you need to enable "Use Passive Transfer Mode"

  • WS_FTP - With WS_FTP open, click on the 'Options' button.  Click on the 'Session' tab and check 'Use Passive Transfer Mode'.
  • CuteFTP - On the main screen, click on 'Menu' on the top bar, Then click 'Settings' then 'Options'.  Click on the 'Firewall' Tab and check the box named 'PASV mode'

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