Frequently asked questions
Everything you wonder about, in one place.
Pricing, hosting, migration, domains, security and problems: answers are written plainly. If you don't find yours, write to us.
Pricing and renewals
Why is the first year cheaper?
So you can try the service without risk. We always write the renewal price next to the first-year price, so you know from the start what you'll pay later.
Can the renewal price go up?
No. After the first year you pay the renewal price shown in the plan, and it never changes. If the price list changes, existing customers keep their price: new prices only apply to new orders. We put it in writing in our guarantees.
Does the first-year price apply if I pay monthly?
Yes. With monthly billing the first 12 payments are at the reduced price, then you pay the full price. With yearly billing only the first year is reduced.
Do I lose the reduced price if I change plan?
Yes: if you move to another plan the reduced price ends and the new plan's price applies. If you expect to grow soon, pick the right plan from the start.
Are there setup fees or hidden costs?
No. There is no setup fee. Besides the plan you only pay for what you choose: the domain renewal after the first year, and VAT. SSL, CDN, backups and email are already included.
Do prices include VAT?
Prices are shown excluding VAT. With the switch at the top of the site you can see them including VAT (22%). The exact VAT is calculated at checkout based on country and customer type: businesses and individuals.
You're cheaper than the others: what's the catch?
There's no catch: the first year costs less and the renewal stays locked, whereas many competitors raise the price a lot at renewal. Where others cost less than we do we say so on the Comparisons page, and we aim for technology, Italian support and SDI invoicing.
Is there a money-back guarantee?
The proposal is a refund of the plan within 30 days of your first purchase if you're not satisfied. The final terms will be written into the conditions before launch, and a registered domain stays yours.
How do I cancel?
From the client area, whenever you like. The service stays active until the end of the period already paid. Before cancelling download a copy of your site, and if you have a domain with us decide whether to keep it.
WordPress hosting
What is managed WordPress hosting?
It's hosting built for WordPress where we take care of the server, updates, caching, backups and security. You focus on your site: no sysadmin skills needed.
What's the difference between WordPress hosting and ordinary web hosting?
Ordinary hosting gives you space and you manage the rest. Here the server is tuned for WordPress: multi-layer caching, one-click install, updates with automatic rollback, a staging copy and backups already set up.
Start, Grow or Geek: how do I choose?
Start for a single site. Grow if you have several sites or a growing shop and want on-demand backups and advanced caching. Geek for agencies and developers: more resources per site, priority support and your own brand. The Hosting page has the full table.
What does «unlimited sites» mean on Grow and Geek?
You can host as many sites as you like, within the plan's space and resources. We don't hide limits behind the word «unlimited»: we publish them on the Technology page before launch.
How many visits can my plan handle?
It depends on how the site is built more than on the number of visits. CPU, RAM and process limits per plan will be written down before launch. Caching, the CDN and moving to Cloud exist precisely to handle peaks.
Which PHP version do you use? Can I change it?
We'll publish the list of supported versions before launch, and you'll be able to choose the version for each site from the panel.
How do I install WordPress?
With one click from the site panel: pick the domain, and WordPress is installed with SSL and caching already on. If you already have a site, we migrate it for free.
Can I use FTP, SSH or Git?
Files are managed from the panel and WP-CLI is available. SSH and Git are coming before launch: you'll find them marked in the plan tables.
How do I try a change without risking my site?
With the staging copy: you create a duplicate of the site, try changes there and only go live when they work. Staging is included in every plan.
Can I add a collaborator or a client?
Yes, on Grow and Geek: give collaborators and clients separate access, only to what they need, without sharing your password.
Can I host sites that aren't WordPress?
The plans are built for WordPress and that's where we support you. For other kinds of site write to us: we'll look at it case by case.
Speed and performance
Do I need a caching plugin?
No. The server already has page caching (nginx), object caching (per-site Redis) and OPcache. A second caching plugin is usually unnecessary and can conflict: if you already have one, write to us.
What is a CDN and do I need to switch it on?
It's a network of nodes that serves pages and images from the point closest to the visitor. It's already included and switches on by itself when your domain points to us. See the Network page.
Can caching or the CDN break a shop's cart or checkout?
No. Catalogue pages are served from cache, but cart, checkout and account pages always stay dynamic, so nobody sees someone else's cart.
How do I make my WordPress site faster?
Start with light images, few plugins and a well-built theme: the server does the rest with caching and the CDN. Then measure with our free tools and compare before and after.
How fast are your servers?
We don't write percentages we haven't measured. We're preparing tests with open method, scripts and data: we publish them on the Benchmark page, even if they aren't the best.
Security and backups
How often are backups made and how long are they kept?
Backups are daily, kept on a different server from your site, and you can take one on demand (on Grow and Geek). We write the retention period into the terms and on the Technology page before launch.
How do I restore a backup?
From the site panel you pick the copy you want and restore it with one click. If you're not sure which to pick, write to us and we'll guide you.
Is SSL free? Do I need to renew it?
SSL is included in every plan and renews by itself: you don't have to do anything. Traffic is encrypted and the old http address is redirected to https.
Does the site stay online during an attack?
The CDN and network defences absorb most attacks, and suspicious bots are challenged or blocked. Nobody can guarantee 100%: if you need more, Cloud has reserved resources.
My site was flagged for malware: what do I do?
Write to us right away. Meanwhile update WordPress, plugins and themes, change the passwords (including the admin's) and restore a backup from before the infection. An antimalware scans files and flags suspicious ones.
I got an email that looks like yours about an invoice or domain: is it genuine?
If in doubt, don't click the links. Go straight to the client area by typing the address yourself: if there's an invoice or notice you'll find it there. We will never ask for your password by email.
Where is my data? And GDPR?
On servers in Europe, in France. You can also ask for your site to be served only from European Union nodes. Before launch we publish terms, privacy and a data processing agreement (DPA). See the Network page.
Why was my site suspended?
There are two reasons: a payment that didn't go through, or abuse such as malware or spam sending. In both cases we write to you first and you can sort it out from the client area or with support.
Migration
Can I bring my site here from another host?
Yes, migration is free from any host, on every plan and for every site. We do it: you don't have to touch anything.
Does the site go down during migration?
No. The site stays online on the old host until you change the nameservers. You check it first on a test address, and the switch happens without downtime.
What do I need to get started?
Access to your old host's panel, or a full backup of your site. For domains you need your registrar login, to change the nameservers.
How long does it take?
A small site moves in a few hours. More sites or a lot of email take longer, and we tell you the timing before we start. The nameserver change takes from a few minutes to a few hours to propagate.
Do you move email too?
Yes: files, database, mailboxes with their messages, certificates and DNS records. We tell you what was checked before you change the nameservers.
What if something doesn't work after the switch?
We help you fix it. And as long as the old host is active you can go back within minutes by putting the old nameservers back.
Do I have to change the nameservers?
For the full move yes, because that way DNS, SSL and the CDN work together. Alternatively you can leave DNS where it is and only point the site's record at our server: write to us if you need it.
Domains and email
How does the free domain work?
With a yearly plan the first year of registration is included. The domain is registered in your name and at renewal you pay the extension's normal price, which you see in the client area before confirming.
How do I connect a domain I already have?
The domain stays where it is: at your registrar you change the nameservers to the ones we give you (ns1, ns2, ns3). The SSL certificate activates by itself and the CDN starts serving your site.
Can I transfer my domain to you?
Yes. We guide you step by step: you need your registrar's transfer (EPP) code and the domain unlocked. You see the price in the client area before confirming.
How much does it cost to renew a domain?
It depends on the extension (.it, .com, .eu and others). You see the exact price in the client area before confirming, and renewal can be automatic with a reminder before expiry.
What's a subdomain and when should I use one?
It's a part of your domain, like blog.yoursite.com. It's useful for a separate section (a blog, a shop, a private area) without buying a new domain. You create it from the panel.
How many mailboxes can I create?
As many as you need: they're unlimited on every plan, with antispam and webmail. You can also connect them to Outlook or your phone with IMAP and SMTP.
My emails land in spam: what do I do?
Check that SPF, DKIM and DMARC are on: you set them from the panel without copying strings by hand. Sending goes through a service built to reach the inbox, with limits to protect your domain's reputation.
Can I keep email with another service?
Yes. Your site can be with us and email elsewhere (for example Google Workspace or Microsoft 365): just set the MX records in the DNS panel.
Cloud
What's the difference between hosting and Cloud?
On shared hosting several sites use the same server, with a limit per site. On Cloud, CPU and RAM are reserved for you, with no overbooking. The panel's features are the same.
Can I add resources later?
Yes, you move to a larger plan whenever you like. Automatic scaling during peaks is coming soon.
Is there a minimum term on Cloud?
No. Cloud is billed monthly and you can change plan or cancel. It doesn't have the welcome price of the hosting plans.
Do I need to know how to run a server?
No. Cloud is managed: we handle updates, backups and security. When SSH access arrives, you can use it if you need it.
How much traffic is included in Cloud?
We set and publish the traffic limit per plan before launch. The CDN absorbs most requests for static files.
Can I host several sites on one Cloud?
Yes, and you can assign a resource quota to each site, so a heavy site doesn't slow the others. It's the right choice for agencies.
Online shops
Can I build an online shop with WordPress?
Yes, with WooCommerce: it installs in one click. If you already have a shop we migrate it for free, orders and customers included. See the Online shops page.
Do you take a commission on sales?
No. You only pay for hosting. Your payment gateway's fees (for example Stripe or PayPal) are the gateway's own.
Which payment methods can I offer my customers?
Those of the payment plugins you install in WooCommerce: cards, PayPal, bank transfer and others. We don't restrict gateways.
Which plan should I pick for my shop?
Start to begin, Grow for a mid-size catalogue and daily orders, Geek for several shops or many products. If you run sales and campaigns with many customers at once, Cloud keeps the shop fast at peaks.
Billing and invoices
How can I pay?
By card or PayPal, monthly or yearly. Other methods, such as SEPA debit, may come after launch.
Do you issue electronic invoices?
Yes. Invoices are electronic, go out with an SDI code and stay downloadable in the client area. For businesses and VAT-registered customers you enter the details when you order.
Is renewal automatic?
Yes, if you save a payment method: renewal is paid by itself and we notify you beforehand. You can switch it off or change method from the client area.
What happens if a payment fails?
We notify you and you can pay from the client area. If payment doesn't arrive, the service is suspended as set out in the terms, and your data stays safe for a period stated in the terms.
How do I change my billing details or password?
From the client area, in your account settings. If you can't sign in, use «Forgot password» on the sign-in page.
Support
How do I contact support?
From the client area you open a request, or you use the chat at the bottom right of the site. A person who speaks Italian answers you.
What are support hours and how fast do you reply?
People in extended hours, plus someone on call at night for outages. We publish the exact hours and response times at launch on the Support page.
Do I really talk to a person?
Yes. An automatic assistant answers simple questions right away and hands the rest to a person. You can always ask to speak to an agent.
Do you help with WordPress, plugins and themes too?
We help with hosting and WordPress: updates, problem plugins, restoring from a backup. For custom theme and plugin development we recommend a developer.
Can I give someone else access to my site to help me?
Yes, from the panel you can add a collaborator with separate access, and remove it whenever you like. On Start collaborators aren't included: move to Grow or Geek.
Agencies and affiliates
Do you have plans for agencies and resellers?
Yes. Geek includes white label (your own brand for clients), collaborators and priority support, and there's a reserved reseller price list. See the Agencies page.
Can clients have separate invoices?
Yes: either you invoice the client by buying from the reseller price list, or we invoice them directly.
How much do I earn as an affiliate?
From €37.50 to €75 per sale, depending on how many you bring in the month: 1–5 sales €37.50, 6–10 sales €56, 11–20 sales €75. It applies to hosting and Cloud, including monthly payments.
When do I get paid as an affiliate?
On yearly plans the commission is paid after 30 days, on monthly after 90, if the customer is active and up to date. A refund cancels the commission.
What isn't allowed in the affiliate program?
Self-purchases and paid ads on our brand. For periods longer than one month the sale must be worth at least €40. The tracking cookie lasts 60 days.
When something goes wrong
I see «Site can't be reached» or a DNS error: what do I check?
Check that the domain hasn't expired and that the nameservers are the right ones: after a change they can take a few hours to propagate. Try from another device or network. If it persists after a few hours, write to us.
My site shows a «500 error»: what does it mean?
It's an internal site error, almost always caused by a plugin or theme. Restore the latest backup or deactivate the last plugin installed or updated. If that's not enough, write to us and we'll check the logs.
I see «403 Forbidden» or my IP address is blocked: why?
It usually happens after too many failed login attempts, which the server blocks to protect your site, or because of a wrong permission on files or folders. Write to us with your IP address and we'll check.
My site shows an old version after changes: why?
It's the cache serving the previous copy. Clear the cache from the site panel and, if you use the CDN, that one too. If you still see the old version after a few minutes, write to us.
WordPress shows a «critical error»: what happened?
Usually a plugin or theme clashed with a new WordPress or PHP version. After an update the panel rolls back by itself; otherwise restore a backup or write to us.
An update broke my site: can I go back?
Yes. After every update the panel checks that the site responds and, if it doesn't, rolls back to the previous version. To try updates safely, use the staging copy first.
The browser shows an SSL certificate warning: what do I do?
Usually the domain doesn't point to us yet or the certificate hasn't been issued yet. Check the nameservers and wait a few minutes: the certificate is issued by itself. If the warning stays, write to us.
I can't sign in to the client area: what do I check?
Check your email and password (mind capitals and keyboard layout), then use «Forgot password» on the sign-in page. After too many wrong attempts sign-in is blocked for a while: try again later or write to us.
Can't find the answer?
Write to us or open the chat: a person answers you, in Italian.