Web Hosting FAQ

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.

You can manage your SSL certificates, the PHP version applied to your web hosting plan, the CDN option, multisites, databases, etc.

To retrieve your OVHcloud NIC handle or the password associated with it, follow these steps:

1. Go to the interface for connecting to the OVHcloud Control Panel.
2. Click on the Forgotten your username or password? link under the Login button.
3. Enter your OVHcloud NIC handle (e.g. aa00000-ovh) or contact email address associated with your OVHcloud NIC handle.
4. Then click the Send button.

The reset procedure will then be sent to your contact email address.

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the FTP - SSH tab.

Here, you can change your web hosting plan’s FTP password.

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the Databases tab.

Here, you can change the passwords for your databases associated with your Web Hosting plan.

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Emails menu (or on the MX Plan menu if you are using the beta version of the OVHcloud Control Panel), then choose the domain name concerned.
3. On the page that appears, click on the Emails tab.
4. In the table that pops up, click the ... button to the right of the email account concerned, then click Change password.

Here, you can change your email password (please ensure that you follow the password policy listed in the login window).

To put your website online, you will need the following information:

• A domain name that will correspond to the web address from which your website will be accessible via a web browser (example: domain.tld). This domain name must also be associated with your web hosting plan to view the website.
• A web hosting plan on which to install your website.

Here are the main steps to follow:

1. Define your project (turn-key website (CMS) installed manually or with OVHcloud 1-click modules/website created by you or a provider, etc.).
2. Put the website files online in your web hosting plan’s FTP storage space.
3. Link the website to a database (if the website uses one).
4. Go to your website.

Here are the main steps to follow:

1. Order hosting and email accounts from OVHcloud.
2. Create and pre-configure a DNS zone for your domain name at OVHcloud.
3. Retrieve a full backup of your website.
4. Import your website backup onto your OVHcloud hosting plan.
5. Recreate your email addresses identically at OVHcloud.
6. Declare OVHcloud email servers in your domain name’s active DNS zone.
7. Transfer the content of your old email accounts to your new ones at OVHcloud.
8. Reconfigure your email software.
9. Replace your domain name’s active DNS servers with OVHcloud DNS servers.
10. Transfer your domain name to OVHcloud.

If your web hosting plan is compatible, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the Multisite tab.

Here, you can manage the multi-site domain names/sub-domains declared on your Web Hosting plan.

In order for your website to be accessible with a URL in “HTTPS” (e.g.: https://domain.tld), you will need two prerequisites:

• You must have an active SSL certificate for your domain name (or installed on your Web Hosting plan).
• In your website’s source code, it must force URLs to be rewritten to HTTPS.

OVHcloud offers several SSL certificates on web hosting plans.

To activate an SSL certificate on your Web Hosting plan for your website, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that pops up, click on the SSL certificates tab.
4. Choose the certificate you want from the available certificates.
5. Continue until you have finished installing the SSL certificate (by confirming the purchase order beforehand, if you choose one of the Sectigo SSL certificates).

Once you have installed and set up an SSL certificate of your choice on the OVHcloud side, check that the source code of your website rewrites the URLs for accessing your website in HTTPS. If you experience any difficulties with this, please contact your webmaster or one of our partners.

To order the web hosting plan that best suits your needs, check out our offers on this page.

Once you have made your choice, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that pops up, in the box Plan, click on the ... button to the right of the word Service plan, then on Change plan.
4. Then select your new subscription and its duration. Confirm the corresponding contracts, then click Send.

When you cancel or delete your web hosting plan, the email solution attached to it is also cancelled. To keep your email addresses, you will need to detach the email solution before canceling the web hosting plan concerned.

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that pops up, in the Configuration box, click on the ... button to the right of the Email addresses comment, then on Detach my email option.
4. Follow the instructions to order an independent email solution that will allow you to keep your email addresses already created.

Performance web hosting plans include a Web Cloud Databases solution that can be activated for free.
When you cancel or delete your Performance web hosting plan, any attached Web Cloud Databases solution will also be cancelled. To keep your Web Cloud Databases solution, you will need to detach it before the hosting plan is cancelled.

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that pops up, in the Configuration box, click the ... button to the right of the Web Cloud Databases comment, then Detach.
4. Follow the instructions to order an independent Web Cloud Databases solution in order to keep your Web Cloud Databases solution already created.

This action cannot be undone, and the Web Cloud Databases solution will then be billed separately from your Performance web hosting plan.

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click on the Web Cloud Databases menu, then choose the Web Cloud Databases solution concerned.
3. On the page that pops up, in the box General information, click on the ... button to the right of RAM, then on Change the ammount of RAM.
4. Follow the instructions to order the amount of RAM you want, then proceed until the order is confirmed.

There are several reasons why your website might not work.
To identify the cause, start by ensuring that none of your subscriptions need to be renewed.

Follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. On the page that pops up, click on your name in the top right-hand corner, then choose My offers and services.

Then check out the current events on our infrastructure.

If all your services are active and are not affected by any incidents or maintenance, please carry out a more in-depth diagnostic.

When your web hosting plan is set up, OVHcloud sets up this holding page in the form of a index.html file, which is contained in the www folder in your web hosting plan’s FTP storage space.

There are two possible scenarios:

• If you have installed a 1-click module: This file is automatically deleted by our installation robots.
• If you have set up your website manually, then follow the steps below:
• Log in to your web hosting plan’s FTP storage space.
• Once you have logged in to the FTP storage space, go down to the www directory.
• Rename the file index.html to index.html.old. This will disable the page after a few minutes.

Your website has been created with a 1-click module, using your web hosting plan’s default web address “xxxxx.clusterXXX.hosting.ovh.net” when you set it up.

You will then need to delete your 1-click module, then reinstall it.

Only after you have carried out all the necessary backups, delete your 1-click module by doing the following:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the 1-click modules tab.
4. In the table that pops up, click the ... button on the right-hand side of the 1-click module concerned, then click Delete the module.

Deleting the 1-click module may take several minutes.

Then delete the database associated with it by doing the following:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the Databases tab.
4. In the table that pops up, click the ... button in the row of the database concerned, then Delete a database.

It may take several minutes to delete the associated database.

Once the deletions are complete, reinstall your 1-click module, taking care to select the domain name you want.

Your website will be displayed with your web hosting plan’s default web address, like ‘xxxxx.clusterXXX.hosting.ovh.net’, after you have modified your 1-click module.

If your website appears with this URL after you have made a change, the quickest way to do this is to restore it to a previous state, where it worked properly.

To restore your website’s source code, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the FTP - SSH tab.
4. On the new page that appears, click the Restore backup button.
5. In the window that pops up, choose the date of the backup you want to restore, and then continue until the process begins.

Restoring the FTP storage space may take several minutes.

To restore a backup of your database, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the Databases tab.
4. In the table that pops up, click the ... button in the row of the database concerned, then Restore backup.
5. On the new page that pops up, choose the backup to restore (ideally the backup corresponding to the date you have chosen for restoring your website’s source code (see above)).
6. Once you have chosen the backup, click the ... button to the right of the backup you want to restore, then Restore the backup.

Restoring a database backup may take several minutes.

This situation indicates an incorrect configuration in the DNS servers or DNS zone associated with your domain name.

The most common case is that you have ordered your domain name and web hosting plan separately, so they are not automatically linked to each other via your domain name’s DNS zone.

To correct this, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click on the Domain names menu, then choose the domain name concerned.
3. On the page that appears, click on the DNS servers tab.
4. Then note down the names of the DNS servers listed, and go to the DNS Zone tab (to the right of the DNS Servers tab).
5. In the table (representing the DNS zone of the domain name) that appears, compare the Targets of the NS type entries present in the DNS zone with the names of the DNS servers retrieved earlier. There are three possible scenarios. Click on the tabs below to view the solution to each case.

In this case, the quickest solution will be to restore it to a previous state where it worked correctly.

To restore your website’s source code, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the FTP - SSH tab.
4. On the new page that appears, click the Restore backup button.
5. In the window that pops up, choose the date of the backup you want to restore, and then continue until the process begins.

Restoring the FTP storage space may take several minutes.

To restore a backup of your database, follow these steps:

1. Log in to the OVHcloud Control Panel, then go to the Web Cloud section.
2. Click the Hosting plans menu, then select the web hosting plan concerned.
3. On the page that appears, click on the Databases tab.
4. In the table that pops up, click the ... button on the right-hand side of the row for the database concerned, then Restore backup.
5. On the new page that pops up, choose the backup to restore (ideally the backup corresponding to the date you have chosen for restoring your website’s source code (see above)).
6. Once you have chosen the backup, click the ... button to the right of the backup you want to restore, then Restore the backup.

Restoring a database backup may take several minutes.

If this does not restore access to your website, contact your Webmaster or one of our partners.

If you have enabled the CDN option on your web hosting plan, disable Maintenance mode on your WordPress or PrestaShop website.

If you have not enabled this option or used Maintenance mode, please contact your webmaster or one of our partners.

This error can also appear if an HTTP request ends in timeout on your website.

The “Your request has been blocked” page may appear for a number of reasons (non-exhaustive list):

• The request is made from an unupdated web browser (Firefox, Chrome, Safari, Edge, etc.).
• A very large number of requests, similar or not, are made in an extremely short time.
• The request attempts to perform unauthorized actions on the shared infrastructure where your web hosting plan is located.

In this situation, several actions are required:

• Check that your web browser is up to date.
• Retrieve the URL called (for example: https://www.domain.tld) as well as all the information present on the page “Your request has been blocked” (IP address, Date and Request ID).
• Send this information to support by creating a support ticket.

If you are unsure about the changes you need to make, contact your webmaster or one of our partners.

The “Your IP has been banned” page may appear for a number of reasons (non-exhaustive list):

• A very large number of requests, similar or not, are made in an extremely short time from the same IP address.
• Requests made from the IP address in question are suspicious.

In this situation, several actions are required:

• Retrieve the URL called (for example: https://www.domain.tld) as well as all the information present on the page “Your IP has been banned” (IP address, Date and Request ID).
• Send this information to support by creating a support ticket.

If you are unsure about the changes you need to make, contact your webmaster or one of our partners.

You have no action to take in this situation. Even if your domain appears in internationalized notation (IDN) in your Control Panel, it will work and display in a normal way elsewhere. Your website's web address will be displayed as you requested. Your email addresses will also appear as you wish to your contacts.