FAQs

ALL THE ANSWERS YOU NEED

General Questions

How long have you been in business?

We’ve been providing great quality hosting services to clients around the world for 15 years!  Launched in 2002, Valcato Hosting has grown from a small local hosting service into a worldwide multiple award winning hosting brand with clients on all 5 continents!  For more information about our business, please visit the About Us page!

What is a 'Valcato' anyway?

Pronouced ‘Val-CAT-oh’, you definitely won’t find a dictionary definition for our company name!  Valcato began by reselling hosting for other providers, operating from a small home office and employing just one person; our company founder.  Over the years, Valcato Internet has recruited a small but passionate team to manage the day to day operations of the business.  As for the definition, we like to think that it encompasses everything we stand for – a group of passionate people providing a world class service at a great value price!

What guarantees do you offer?`

We have a full 30 day money back guarantee, a server uptime guarantee of 99.5% per month, a 100% network uptime guarantee, a no overselling guarantee and a loyalty reward guarantee. More information is available on our guarantees page.

Where are you located?

Our support centre is based in Staffordshire, UK.  This is where we manage our billing, administration and tech support operations.  Our server hardware is split between two datacentre locations; one in Milton Keynes, UK and one in Chicago USA.

Do you offer 24/7 support?

Yes we do!  Our team work around the clock to provide an excellent service, we offer 24/7 support via our ticket system, as well as live chat and telephone support during business hours, 7 days a week!  We don’t close for weekends, public holidays, we’re even around on Christmas Day!

What payment methods and currencies do you accept?

We accept all major credit and debit cards via our processing partner, Stripe.  We also accept PayPal payments and Apple Pay.  During signup you can select whether you’d prefer to pay in GBP or USD.

Do you offer any discounts?

We have one current long-running promotion which is our famous “12 months for the price of 10” deal on annual Shared Hosting plans.  This offer has been running for over 10 years now and we have no plans to discontinue it.  For all other current offers please visit our Web Hosting Deals page, or grab some exclusive discount codes on our Facebook and Twitter pages – be sure to follow us if you’re the bargain hunting type!

Do you offer a reseller plan?

While we don’t offer a reseller service, if you’re a web designer or developer, you’re free to use our shared hosting accounts for your clients – we’ll even give you 10% off each additional account you open under our Valcato VIP scheme.  Our VPS and Dedicated Server offerings will also allow you to set up multiple hosting accounts under your own name, and can be completely white-labelled.

If you simply wish to recommend us to others, we can pay you a generous commission for every client you refer!  Check out our affiliate scheme to find out more!


Shared Hosting

Which hosting plan is right for me?

All of our shared hosting and VPS plans benefit from our instant upgrade system.  At any point you’re free to upgrade or downgrade your account, so whether you start small and then require further resources along the line, or buy a large plan and wish to save money at quieter periods, we’ve got you covered!

Do you offer WordPress hosting?

We ❤️ Wordpress!  All of our shared hosting plans allow you to install the latest version of WordPress in just one click!  Using our Softaculous app installer (included free with all plans!) simply fill out a few details about your new site and we’ll do the rest – you’ll be up and running in minutes, with no uploading or coding required!

What is your average server uptime?

Our average server uptime is currently 99.7%, as monitored by an external 3rd party service.  You can view detailed uptime reports on our server status page.

Can you help me move my website from my old host?

Absolutely! Our FREE Website Transfer Service can move everything across from your old host, for free with no downtime and no hassle.

When do you consider a site as overloading the server (In terms of server resources, quota etc.)?

The quotas in place are for you to use – if you have 80GB of bandwidth, you can use 80GB of bandwidth – no sneaky small print here.  We use CloudLinux to limit some resources such as RAM and CPU usage on our Shared Hosting plans – details of this can be found on our plans page.

Will you ever suspend my account without warning?

We do everything possible to avoid suspending an account, and this can include informing a customer of a problem and giving them time to resolve it.  There are certain situations where an account may already be affecting other clients, and so we are left with no alternative but suspending.  If we do this we will email you straight away informing you of the reasons, to arrange a suitable time for you to fix any issues.

Are you a ``reseller`` for another hosting company?

No, we own and operate our own servers, for more information on our network click here.

Which PHP version is installed?

You are now able to log into cPanel and select which PHP version you’d like to use.  Current options are 4.4, 5.1-5.6, 7.0 and 7.1

Is PHP Safe Mode Enabled?

Nope.

Do you offer free SSL certificates via Lets Encrypt?

We use AutoSSL to issue completely free Comodo SSL certificates for each and every domain you add to your account.  This works in a very similar way to Lets Encrypt, and is just as quick, simple and free!

Do you have any e-mail sending limits?

For security reasons, all new accounts are limited to 100 outgoing e-mails per hour by default.  If you need to send more than this, for example if you operate a mailing list, just get in touch and we can adjust this for you.  There’s no additional charge for this.

What's your policy on bulk e-mail?

There are lots of valid uses of bulk e-mail – how else would we get our discount vouchers for Dominos at the office?  However, all e-mail lists operated using our service must be fully compliant with GDPR regulations – double opt-in, one click unsubscribe, no spam whatsoever.  We care passionately about our mail server reputation and we’ll immediately terminate any accounts that send unsolicited bulk e-mail with no refund.  For further info please see our Terms and Conditions.

Do you have module 'xyz' installed?

We support more modules and frameworks than your average shared hosting company!  If you’d like to check compatibility on a certain module or feature please do get in touch – if we don’t currently support something we’ll certainly take a look, if it’s compatible with a shared cPanel hosting environment then we’ll certainly get it installed for you.


Domain Names

Is it true that you shouldn't register your domains with your hosting company?

We’ve heard horror stories from clients regarding other hosting companies giving away free or discounted domains to lure in new hosting clients, and then making it difficult or levying admin charges when it’s time to transfer the domain away.

We’d like to state for the record that if you register a domain through us, the domain is your property – this is the same whether you paid full price, half price, or even got it for free on an annual plan.  We provide full DNS management tools right here, but if you did want to transfer the domain to another provider then that’s fine too – we’ll make the transfer process as simple as we can and we will never charge fees for transferring away.

So if I register my domain name through you, will I be the owner?

Yes, always.

Can I change the WHOIS information on my domain?

Yes, just log into your Valcato Account.

What is ID protection?

If you choose our ID Protection service, we will display generic information in the Whois database instead of yours.  That way no one can find out your home address, use your e-mail address to send you spam, or take out Blockbuster memberships in your name and not return the videos on time.

Why isn't ID Protection available on .us .in .eu or .uk domains?

The registries that administer these domains do not permit the use of such ID Protection services, unfortunately this is beyond our control.  However if you register a .uk domain for personal use then your postal and email addresses will be hidden anyway (only your name will be shown).

How can I ensure my transfer is smooth?

Transferring a domain name to a different company involves a few security procedures to ensure you are the legitimate owner of the domain.  For a full outline of how to transfer a domain name please refer to our guide.

If I register my domain name with you, do you also need to host my website?

No, you can use any host you like, we won’t take it personally.  Well.  We’ll try not to take it personally 🙁

Can I transfer my domain name to a different registrar, are there any costs involved?

Yes, as you are the owner you are totally in control. We do not charge for transfers away.

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