Frequently Asked Questions
Browse through our frequently asked questions to help you find an answer!
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Do you offer a money-back guarantee?
Yes, all our hosting packages excluding Dedicated Servers include a 30 day money back guarantee. (Please note: Only new customers are eligible for our 30 day money back guarantee). If the TOS/AUP agreed upon when ordering is violated this also makes you ineligible for the 30 day money back guarantee. We also reserve the right to not accept a refund request on a case by case basis if we feel our services were abused and/or taken advantage of.
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Do you have an uptime guarantee?
Yes, we offer a 99.9% network uptime guarantee back by our SLA.
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How long does it take for my account to be activated?
Your account is normally setup within 2-4 hours but we guarantee within 24 hours from the time you place the order. This is due to the fact that each order will need to be manually checked to prevent fraud. You will receive an email from KnownHost once your order has been approved. Dedicated Servers are normally setup within 12-24 hours from the time you place your order and it's processed.
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What type of payments do you accept?
We accept credit card (Visa, MasterCard, American Express) as well as Pay Pal. On a per customer basis we will accept checks.
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Will you migrate my hosting account/websites from another provider?
Yes, as long as your are using the same control panel. Please follow the normal order procedure. Once you receive the welcome email please submit a support ticket through our support portal.
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Do I need my own domain name when signing up for a hosting package?
Yes, in order to purchase a hosting package you will need your own domain.
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Can you register domain names for me?
No, we do not offer domain registration of transfer services at this time.
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Do you have an uptime guarantee?
Yes, we offer a 99.9% network uptime guarantee.
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What’s covered under managed services?
To learn more about what's covered under our managed support, pelase see our Support Coverage.
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How do I submit a ticket?
We give you the option of submitting a ticket by simply sending us an email which can be tracked and monitored via our helpdesk. You can also submit a ticket through your billing login.
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Do you offer managed VPSs and Dedicated Servers?
Yes we do offer Fully Managed VPSs, Hybrid Servers, and Dedicated Servers. For more detailed information please visit our Managed Support page.
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Can I upgrade my account at a later time?
Yes, you can upgrade your account at anytime. Please email us at [email protected] with your customer ID and we will take care of your request. Please note: once your plan is upgraded you can not request a downgrade of the same plan for at least one month.
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Where are your servers located?
We have servers located in the Colo4Dallas facility in Dallas, Texas and Digital Realty Trust facility in Los Angeles, California. For more detailed information please visit our Network page.
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Can I host adult, warez or illicit sites or content?
No, please see our AUP for permissible and non-permissible content.
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Do your prices include VAT / Tax?
Our prices do not include VAT. If you are required to submit this tax, please follow your normal procedure.
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How will I receive my login details?
You will receive your login details via email.
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Is there any downtime if I upgrade my VPS?
No, upgrades are seamless and involve zero downtime.
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When are my renewal invoices issued/due?
Invoices are generated two days before their respective due date.