Managing Your Account FAQ

I forgot my password. What should I do?
I forgot my Customer ID. What should I do?
How can I change my SiteControl password?
How do I change my contact information?
How can I change my billing method?
I need a statement for my account. How can I get this?
Where do I send my check?
Can I change my hosting plan?
Who do I contact if I have questions about my billing?
How can I find out what features are included in my hosting plan?
I’d like to add new features to my plan. How do I do this?
Can I remove features from my plan?
I need FrontPage Extensions. How can I get these?
I’d like to set up a new domain. How can I do this?
How can I get phone support?

I forgot my password. What should I do?

Please use the Forgot Your Password? tool on the login page of SiteControl.

I forgot my Customer ID. What should I do?

If you still have the Customer Information email you received when you first opened your Hostway account, you can find your Customer ID there.

If you don’t have a copy of this email, you will need to contact customer service at .

How can I change my SiteControl password?

You can change yourSiteControl password from within SiteControl.

Log in to Site Control > click My Account tab > locate Login Information panel > click Edit.

How do I change my contact information?

If your contact information has changed, you can update it by clicking the Personal/Billing Info link at the top of the SiteControl window.

Locate the Personal Information section, click Update Information and then make the necessary changes. Please keep in mind that it will apply to all domains in your account. Click Next.

How can I change my billing method?

See Orders and Billing.

I need a statement for my account. How can I get this?

You can view and print statements for selected periods of time. To access these statements:

1	At the top of the SiteControl window, click Personal/Billing Info.
2	Locate the Payments and Charges section and then click View/Print Statements.
3	Select the period for which you want a statement and then click View Statement.

Where do I send my check?

If you are paying by check or money order, send your payment to:

Hostway Corporation
Attn: Billing Department
P.O. Box 7044
Romeoville, IL 60446

Be sure to include your Customer ID and domain name.

Can I change my hosting plan?

Yes. You can change your hosting plan at any time you like .Please contact customer service at .

If your plan change includes any of the following changes we will have to completely reinstall your account.

This applies to:
• Changes from Linux to Windows 2003 Plans
• Changes from Windows 2000 or 2003 to Linux Plans
• Changes from Personal Plan to Gold Plan
• Changes from Commerce Gold Plan to any other Commerce Plan
• Downgrades to Personal Plan

You will need to back up all of your files, including ecommerce files if applicable, as they will be deleted during the transfer to your new plan. We will delete all your files, accounts, features and databases. Once the plan change has been completed, you will need to recreate your email accounts and resubmit requests for your additional features.

When an account is deleted and recreated, you may experience a 5 to 8 hour downtime.

Who do I contact if I have questions about my billing?

If you have billing questions, you can contact the billing department.

How can I find out what features are included in my hosting plan?

I’d like to add new features to my plan. How do I do this?

To add new features to your current plan, go the area that contains the feature you are interested in.

For example, to activate SiteBlog, go to Manage Services tab > click Website > click Blog.

Can I remove features from my plan?

To remove features from your current plan, go directly to the feature you are interested in.

For example, to remove SiteBlog, go to Manage Services tab > click Website > click Blog > click Discontinue SiteBlog.

I need FrontPage Extensions. How can I get these?

Manage Services tab > Website > Added Functionality > Frontpage Extensions.

If you have already added FrontPage Extensions but these have become corrupted, contact support at to have these reinstalled.

I’d like to set up a new domain. How can I do this?

You can order a new domain by selecting the Order Services link at the top of the SiteControl window and then following the prompts.

How can I get phone support?

Phone support is offered with all Web hosting plans. To locate the phone number to Technical Support, please log in to SiteControl and click Contact Us in the upper right hand corner of the screen.

Non-Web hosting plans, including domain name registration-only plans, do not receive phone support but do have access to Support via email () 24/7.