Frequently Asked Questions
How to close account
How do I place an order?
When you have decided which plan best suits you or your business, simply click on the
"order now" button. If you have any questions,
please call our sales staff on 1300 138 046 during business hours or email
What methods of payment do you accept?
We accept credit card (Bankcard, MasterCard & Visa), cheque, money order and direct deposit. However,
the only payment option for monthly is credit card.
How long do I have to wait until my web hosting account is ready?
Credit card: If you have ordered, and paid using a credit card, your order should be ready
within four hours. (It may take a little longer after business hours).
Cheque or Direct deposit: If you have chosen to pay by cheque or direct deposit, your account will be ready once payment has been received, unless you are an existing customer.If
an existing customer, your account may be approved
for instant set up prior to payment. (Top)
What happens when my account is ready?
Once your account has been set up you will receive an email with full set up instructions
explaining how to:
1. Set up your
email accounts 2. Begin uploading your website to the server. 3. Delegate
your domain. (We can delegate your domain, on your behalf, for free). (Top)
When can I begin uploading my website to the server?
Once you receive your set up instructions, which should be within four hours of
ordering. If you are paying by cheque or direct deposit, you will receive
your set up instructions after payment is made. However, existing clients
will be set up, and emailed set up instuctions, prior to payment. (Top)
What is delegation of my domain name
and how do you delegate it?
During the order process you will be asked if you would like to delegate your domain name, or if you would
prefer us to delegate your domain name on your behalf. Delegation of your domain name is simply the process
involving 'pointing' your domain name to our DNS (Domain Name Servers). This
enables your domain name to work in the web browser and your emails to work
from our mail servers. There are two steps to delegation: 1. Our
support staff will usually send your registry key to you, once you order
hosting. 2. You simply need to forward the registry key to our support
staff, so that we can delegate your domain. When we delegate your domain, we
enter our DNS (Domain Name Server number) in your domain management area, of
the website where your domain was originally purchased. This is not to be
confused with transferring your domain. Your domain name remains
yours, we simply modify the record, so that your domain name works with our
hosting company. (Top)
No need to delegate if you have purchased your domain name from www.apexdomainnames.com.au, as your domain name will be delegated to our
DNS (domain name servers) by default. Nothing is required for
your domain to work with our hosting company. (Top)
Need to delegate
if you have purchased your domain name from another company, or if your domain name is hosted with another web hosting company.
How do I get free hosting?
If you refer a friend/workmate to us who signs up for web hosting, you will receive a free month of web hosting
on your own web hosting account. If you are on a monthly account, your credit card will not be charged for the following month of web hosting. If you
have a 3, 6 or 12 monthly account, a free month of web hosting will be added to your account. Please make sure that your domain name is mentioned in your friend / workmates web hosting order, in the
"referred by" area.
(This free month of web hosting does not apply to resellers,
Corporate, Corporate Plus, Enterprise, and Enterprise Plus, accounts, domain names or co-location clients). Feel free to email for more information.
How many years have Apexhost.com been providing web hosting?
We have been providing clients with web hosting since 1999. We originally
started out leasing servers in USA for our clients throughout Australia.We
always wanted only the best for our clients, and we quickly learnt that overseas
hosting is often slow and unreliable. We started purchasing servers in
Australia and transferring all of our web hosting operations over to
Australia. We have now been operating all our servers out of Australia for
many years. We have all our servers in Global Centre, Melbourne's Premier Data
How good is your service?
We pride ourselves on our
high level of hosting solutions, support and customer service. We have always worked hard at providing the
best possible service and products for all our clients. We believe that if you look
after the individual client, the business will look after itself. As
most of our growth is from word of mouth, we feel that we do a great job
looking after the needs of all our clients. (Top)
What sort of clients do we have?
The majority of our clients are from Australia wide (Victoria, Qld, NSW,
ACT, WA, SA & TAS). We also have overseas clients hosting with us from
UK, NZ and USA. Our clients
are : web designers, photographic studios, musicians, government organizations,
charities, sporting clubs, gyms, computer shops, real estate companies,
accountants, bookshops, schools, catering companies, agencies and many more
businesses large and small. (Top)
Do you have a 30 Day Money Back Guarantee?
Yes, on our web hosting plans, we do stand behind our 30 Day Money Back
Guarantee. If you are not happy with our products or service any time within
the first 30 days of service, simply email
for a full
refund of web hosting payments made. This is a no questions asked offer and
relates to all our web hosting plans, whether monthly, three monthly, six monthly or yearly.
Please note: This money back guarantee does not apply to domain name
registration purchases, resellers or co-location clients.
Do you have any contracts or set up fees?
We do not have any contracts or set up fees. You may start web hosting with us
one month and decide to leave six months later without a problem. We do
ask that you pay monthly if you are not sure when you will leave, as we do not
give refunds on future web hosting paid at cancellation. (Top)
What is our promise?
Our promise to you, is to provide fast and reliable email, web hosting (incl.
reseller web hosting) & co-location services, while maintaining excellent
back up support. We have achieved our high level of popularity by providing
this high level of products and customer support to all our clients for over
half a decade. We assist
each client on an individual basis. We are not happy unless you are.
Can you do web designs or can you recommend a web designer that I can
We do not do web design. However, we do recommend web designers who host with us. Many of the web designers we recommend have been doing business with us for a few years. We have certainly grown to know and trust them. The quality of their work is also excellent. They range from corporate web designers to budget. The best thing to do is to have a look at their websites and enquire. We do not receive any commissions from these designers. We merely recommend them as another excellent service to our clients.
These companies are professional, easy to work with and create outstanding websites.
How do I cancel my account?
To cancel your account, please email
from the email
address that is on record for your domain, stating that you wish to cancel
your account. As we pride ourselves on our high level of products and service,
you will most probably be asked why.
Do you give refunds?
No, it is not our policy to give refunds. If a client believes that they will
only be hosting with our business for three months, they should pay monthly.
Why are there so many Australian web hosting companies that are cheap?
Sadly, for many previously disappointed clients, there are many, very small web hosting
companies that are run part time by a single owner/operator on the internet.
Many of these very small web hosting companies re-sell cheap web hosting
space they rent from overseas, usually America. They have low overheads, as
they only rent their hardware/software, and do not pay data centre fees. You
usually cannot ring these companies, as they do not have an office. They
operate on an email basis only. These webhosts,
usually only have a PO Box address, and no street address, and respond to
email only. The service has been so bad that it has given web hosting
companies a bad name over the years. We have had many clients tell us horror
stories of how bad the service was from their last web host. Many of the
complaints have also been about large, well known, web hosting companies. The
complaints have been website pages were to slow to load (as the networks were
so far away) and high amounts of downtime (when the website does not come up
at all). Other complaints have included companies charging for another 12
without prior consent, or email not being delivered for hours at a time due to
email delay problems. (Top)
Why is true Australian Web Hosting so much more expensive than overseas
The largest difference between the costs involved in an overseas web hosting
operation compared to an Australian web hosting operation, is the price of
bandwidth. In overseas web hosting you are allowed many gigs of bandwidth
free, yet in most Australian data centres', web hosting companies can be charged
thousands of dollars a month for bandwidth (the flow of data through the
network). Naturally, these expenses need to be passed onto clients. Hence the
reason plans that have higher bandwidth limits ,cost more for the client, as the
more bandwidth a client uses in Australia, usually ends up costing the
hosting business much more. (Top)
What are the many advantages of hosting your website on an Australian web
server, on an Australian network?
There are many reasons that more and more Australian businesses are deciding to host in
Australia. true Australian web hosting is normally faster, (in terms of web
page views, downloads, ftp uploads, and email delivery). The website is
normally online more, with far fewer network issues, causing less downtime
overall. If you've ever seen a graph of all the networks and 'hops' between your computer
and the server overseas, its no wonder that downtime is so frequent for
overseas hosting. When you are paying big money for advertising campaigns,
you simply cannot afford to have frequent downtime. That's why serious
businesses, who require top quality web hosting, host their websites in Australia. (Top)
Are there any hidden extra fees or charges in the web hosting accounts?
There are not any extra fees or charges, other than possible excess bandwidth,
on any of the accounts.
What is bandwidth all about and how does it relate to my business?
Each account is allocated a certain amount of bandwidth. The Discount account
is allowed 1000 meg per month. The Business Plan is allowed 2 gig per month.
The Ecommerce Plan is allowed 3 gig per month. The Corporate Plan is allowed 5
gig per month. The Corporate Plus Plan is 10 Gig. (Larger plans are
Most people do not need to worry about bandwidth excess fees.
Only a small amount of clients are charged bandwidth excess fees. The
Discount account for example has an allocated amount of 1000 meg per month,
which is ample for most personal or business web sites, and this plan suits
the majority of our clients. However, if you are a photographic company, musician
or simply have more than normal hits to your website (traffic), then you would need to
keep an eye on your bandwidth. You can have statistics installed for free if
you are concerned. (Top)
What happens if I exceed my bandwidth allocation for the month?
The monthly bandwidth excess fee invoices are sent out to any client who
exceeds their allocated bandwidth limit for their web hosting plan.
These bandwidth excess invoices are sent during the first week
of the every month. The excess is invoiced at 0.13c per meg
including gst. If you are a monthly client, your credit card will be charged
on the 22nd of that following month. If you are a 3. 6 or 12 monthly
client, you will be required to pay your excess bandwidth by the 22nd of that
month. The fees are on average not very high, and may range from $5.00 to
$60.00 per client. Some clients well and truly exceed their bandwidth limits,
and are required to pay more, but this is unusual. (Top)
Can I upgrade my account for free to avoid excess bandwidth fees?
If you have been invoiced for excess bandwidth fees, you will usually be
offered the chance to upgrade your plan for free, instead of paying your
bandwidth excess fee. New clients, and clients with large bandwidth excess
fees, are given the option of a plan upgrade instead of excess bandwidth
fees, if they choose. (Top)
Do you offer discounts for multiple accounts?
Yes, if you wish to sell or have multiple web hosting accounts, our reseller
package would suit you. For a small upfront set up/ training fee ($65.00), you can begin re-selling our
services at discounted rates on all plans. Web designers particularly like
this package. You can also pay monthly which will keep your cash flow positive. (Top)
How can we sell domain name registrations so much cheaper than other
We hardly cover our costs in domain name sales. It is simply another service
we provide for all our clients. All our domain name registrations have a small profit margin. It's all about the extra and affordable services
that we can provide our clients! Please go to
you need cheap domains. (Top)
Do you run back ups?
Yes, we run nightly backups. These records are for disaster recovery. Disaster
meaning; if a hard drive failed we could retrieve information so that no
information is lost. However, we always encourage clients to do their own back-ups, for
your own personal use, particularly when it comes to database back-ups.
Clients need to be sure that they always back up important information regularly. (Top)
Do I get email accounts included in my web hosting fees?
Yes, included in your web hosting account is a number of real email addresses.
For example, if your domain is www.john.com.au You would be able to set up
email@example.com etc. The discount account comes with 10
free email accounts. The higher the plan goes, the more email addresses you
are allowed. If you require more than the normal amount of email addresses
feel free to enquire with
(anytime) or call our sales
office on 1300 138 046.
What is the difference between Unix and Windows web servers?
Both the server and the operating systems are different. They also have
different control panels. Often it's just a case of what operating system and
control panel you are most familiar with. The majority of our clients host
with windows, so it definitely seems the most popular. (Top)
Do we have a control panel?
Yes, all our servers have control panels. The Unix have a plesk control
panel. The windows servers have the HC (Hosting Controller) control panel.
How do I access my account details or change my address etc?
Please log into our online members area below:
Members Admin Log In:
Email = Your email address
Password = Use your set up password
Or you may call our billing office on 1300 138 046 with your new details
How do I pay my account?
We have many payment methods available as follows:
Cheque or Money Order:
Please make payable to Apexhost.com
Level 2 Riverside Quay
1 Southbank Boulevard
Southbank VIC Australia 3006
Online Credit Card payment:
Step 1: Please log into our online members area below:
Members Admin Log In:
Email = Your email address
Password = Use your set up password
1.Once in go to the number for Invoices Due and click mouse
on the number. For example. (1)
2.Click on the Invoice Number.
3.Click on Pay Online.
4.Then you simply need to enter your credit card details and you will receive
a receipt immediately.
Credit card by phone: Please call our
billing office on 1300 138 046 (during
business hours) to pay by credit card.
*Please note: We do not automatically charge your credit card once your
account is due unless you are a monthly paying client or you have specifically
requested automatic renewal of subscription. We will always send an invoice
for clients paying 6 monthly & 12 monthly and your payment type is up to you. (Top)
Direct Deposit or Electronic transfer through Internet Banking
Account name is Apexhost.com
BSB: 633 000
Acc No: 112555727
Reference: Please use your domain name or invoice number as your reference
so that your deposit is allocated correctly.
What happens when my web hosting period of 6 or 12 months is up?
Don't worry, we do not automatically charge your credit card again like some
companies. We will usually send you a renewal invoice via email approximately
7 days before your account is due. We also send out reminder emails. (Top)
What happens if I don't pay my renewal invoice?
You will be emailed a friendly reminder 7 days after your renewal due
date. You will be sent a 2nd reminder 21 days after your invoice is due. If
your invoice remains unpaid, and your account becomes 30 days overdue, you will
be sent an email stating that you have 7 days to pay your account or your
service will be suspended. Your account will be scheduled for suspension 7
days later. If suspended, your web page will stop working until
you pay your account. You still have the option to start hosting with another
company. Your domain name remains yours to host where you like.
What do I do if I lose my password?
If you have lost your password either call our support office 1300 138 046 or email