Frequently Asked Questions

This section of our site covers popular topics such as placing an order, site migrations, SSL certificates and domain handling. If you need additional assistance, you can refer to our Online Manual.


  1. How do I become a customer of ICDSoft?

    First you need to choose the proper package for you from our order page. You can select datacenter, hosting plan, and subscription period. If you already have a domain, you need to choose the "Use my already registered domain" option. Click on the "Continue" button and fill in all the required fields of the order form on the next page. You must agree with our Terms of Use (by checking the respective box). If your order includes a new domain name registration, you will also need to agree with the ICANN terms. Choose one of the available payment methods, then click the "Place Order" button. Then you will be forwarded to the site of the respective billing agent or authorized retailer, where you will be able to submit the payment for your service.

  2. How long would it take to open the hosting account?

    Once you complete the account order and submit the payment for it, it will take several minutes to have the account opened. You will receive a Welcome email for the hosting account to the email address that you specified in the account order.

  3. I have ordered several hours ago, but I have not received the account details. What should I do?

    If you have not received your Welcome email, first you can check your Junk/Bulk folder to see if it is not mistakenly received there. If it is not, then you can contact our Support Team at support at suresupport.com, or fill in the contact form on our site. We will re-send the Welcome message right away.

  4. I am an existing ICDSoft customer, and I want to order another account. What do I do?

    All our customers receive discounts on their subsequent hosting purchases. The discounts vary from 40% to 90%. If you have one hosting account and you want to order a second account, you can do this through the ordering section of your hosting Control Panel. To receive a larger discount, you can sign up for our Reseller program and claim your existing hosting accounts there. Note that it is not necessary to actually resell our services in order to use this program - you can use it to simply manage more than one hosting account and receive larger discounts on your purchases and renewals.

  5. How can I add/order additional domains for my hosting account?

    If you want to have one hosting account and several domains pointed to it, first you need to purchase your hosting account using one of the domains. After the account is opened, you can add domain names through the Domain Parking section of the hosting Control Panel. Note that parked domains are full aliases of the main domain; they open the same content and share the same mailboxes.

Site migration

  1. How do I take advantage of the free site migration service?

    The site migration service is offered with each new hosting account purchase. To initiate the process, you need to post a ticket at SureSupport during the first 100 days of your hosting subscription. Our support team will check the website and request access to your previous host, so that they can get the required files and/or databases. Please note that we perform website transfers and reconfigurations to the best of our abilities, but sometimes there are factors beyond our control which may affect the successful completion of a website transfer, or its reconfiguration to work on our end. Such factors include, but are not limited to:

    Limitations or technical issues at the remote host that affect the ability to:

    • access the service on their end;
    • create a proper backup;
    • maintain a stable FTP/SSH connection to/from their server.

    Website customizations that require deeper understanding of the underlying website/code structure.

    The information we request from you is used solely for the purpose of migrating your website. We follow strict procedures, and none of the credentials you provide will be shared with third parties, nor used by us for any purposes other than completing the migration of your website and making sure it works properly on our end.

  2. Will there be downtime during the migration?

    We recommend that you keep your website active on your previous host during the migration process. If your site collects a lot of dynamic data this may cause data discrepancy between our copy and the copy left on the previous host. In such cases, you can arrange with our support team to have the site stopped at off-peak hours to ensure all data is correctly replicated.

  3. How many websites does this service cover?

    We will move one website for each hosting account. If you have additional websites hosted, they will need to be handled separately.

  4. Is email migration included?

    We can move your email service if certain conditions are met:

    • if your previous host uses cPanel and we can get a cPanel backup of your emails;
    • if we can get a Maildir-formatted backup of your email accounts.

    If you are unsure whether your current email service can be migrated, post a ticket at SureSupport and our support team will check this for you.

  5. When the migration is complete, who will point my domain to your servers?

    Generally, you need to complete this process yourself. We may be able to do this for you only if the domain name is registered by ICDSoft.

  6. How long will it take?

    We strive to complete all migrations within 72 hours of getting access to the previous host. The quoted time however is dependent on your active participation. We ask that you reply promptly to our team to take advantage of the quoted timeframe.


  1. How do I register a domain with you? Can I order just domain registration without hosting?

    You can register a domain with us by ordering a hosting account along with domain registration - by choosing the option "New domain" on the order page. We do not offer domain registrations without hosting services. We focus on hosting services, and we offer domain registrations just to make things simpler for our customers - so that they pay for their hosting and domain services at one place.

  2. Is ICDSoft an accredited domain registrar?

    ICDSoft is not an ICANN-accredited registrar. We register the domains of our customers at the ICANN-accredited registrar Enom.com. An exception to this are .eu domains - ICDSoft is an EURID-accredited registrar.

  3. How much does domain registration cost?

    Any domain purchased in a package with a shared hosting account will cost exactly the same price as the one we pay to the respective domain registrar. Any additional costs, such as transaction and labor costs, would be covered by us. Here are the current domain costs for the most widely used top-level domains:

    • .com, $8.38,
    • .net, $10.30,
    • .org, $10.49.

    The prices of separate domain registrations (not purchased along with a hosting account) will be calculated based on the following formula: "the registrar price of the domain x 1.5". For example, a standalone .com domain registration will cost $12.57 ($8.38 x 1.5).

    For a full list of available TLDs and their prices, check our Domain Pricing List.

    Domains in a package with First Class and Ultimate hosting accounts are offered for free.

  4. If I register a domain name through you, who will own it?

    You will be the legitimate owner of the domain name, and we will be your service provider. As the legitimate owner, you will be able to change the contact information for it, point it to other hosting service providers, or transfer it to other domain name registration providers.

  5. How long does it take until my domain name is registered and live on the Internet?

    If you order a new domain name with your hosting account, it will be registered immediately after we open your account, and will become accessible within a few hours. If you already own a domain name and point it by setting the DNS server to the values we provide in the Welcome mail, it will start pointing to our servers about 4-48 hours after the DNS change.

  6. What top level domains can I register with you?

    We can register .com, .net, .org, .us, .biz, .info, .eu, and .de domains. We can host any other Top Level Domain as well, but you will have to register the domain name yourself with a domain name registrar that supports this TLD.

  7. How can I transfer my domain name over to your registrar?

    For a transfer to be successful, several conditions have to be met:

    • The domain name has to be at least 60 days old, i.e. two months must have passed after its registration before a transfer can take place.
    • The domain name must not be expired. If your domain name has recently expired, you need to renew it with the current registrar before you can transfer it away.
    • Since transfers may take several days to complete, you should make sure that there is a sufficient period of time until the expiration. We would recommend that you start transferring your domain name at least 15 days before the expiration. The transfer procedure will fail if the domain name expires in the process.
    • Each domain name has a status that is maintained in the global registry. The domain name must not be locked, otherwise it cannot be transferred. The current registrar can change the status, so you would have to contact them if this is the case.
    • We would need the EPP key (or "authorization code") of the domain name in order to submit a transfer request. This key can be provided by the current registrar.
    • When a request is placed for the transfer of a domain name, an email message asking for confirmation is sent to the administrative contact of the domain name. If you are the owner of the domain name, you have to make sure that the email address of the administrative contact in the WHOIS database is in service and you have access to it, so that you can approve the transfer.

    If you decide to transfer a domain registration to us, you can contact our Support Team for further details and for initiating the transfer. The transfer procedure does not interrupt the operation of the domain name in any way, and your website and email will be working at all times. We will notify you as soon as the transfer is completed.

  8. What is domain name parking?

    Additional domain names can be pointed to your hosting account with us, and this is called "domain name parking". For example, if you have an account for domain.com, and you wish other domain names, such as domain2.com, domain3.com, etc. to open the same webpage, you could "park" them to your account. E-mail messages sent to addresses @domain2.com are forwarded to the corresponding e-mail accounts at domain.com. Have in mind that these domain names also need to be registered with some company first, and the DNS servers for them must be changed to the correct values.

  9. I want to transfer my domain name to another registrar. How can I do this?

    If you want to transfer your domain name to another registrar, you should make sure that there is enough time until the domain name expires. Transfers usually take several business days. We recommend that you start transferring a domain name at least 15 days before its expiration. You can contact our Support Team to have the domain unlocked and the EPP code sent to you.

  10. What is the difference between transferring the domain name registration and pointing the domain to your service?

    In the first case, you will have both your hosting account and your domain name registration managed by us. If your domain name is just pointed to our service, we will be your web host, but you will have to pay another company for the domain name registration and maintenance.

  11. I have my domain name registered with another company. How can I use it with my hosting account with you?

    You can point the domain name to your hosting account with us by changing its nameservers at the current registrar. We will send you the nameserver addresses you will need after you sign up for an account. Once you change the nameservers, the DNS will need some time to update globally. This process is called DNS propagation. After it is completed, your domain name will point to your hosting account with us.

  12. Do you offer Domain Whois Privacy service?

    Yes, we offer free Domain Whois Privacy service with each .com, .net, or .org domain name registered with us. You can contact our Support Team for more information on how to enable WHOIS privacy for your domain.

SSL certificates

  1. What is an SSL certificate?

    An SSL certificate is used to prove and authenticate the ownership of your site to its users. Additionally, once it has been issued and set up for you, a certificate will allow secure, encrypted HTTPS connections to your site, which are encouraged for the transmission of any sensitive information such as login credentials and payment data. Since 2018, all major browsers issue security warnings when sites are accessed via unencrypted connections.

  2. Can I use my personal SSL certificate for email connections?

    Any certificate that you install for your account with us will only encrypt the web connections to the site. The email services use separate SSL certificates that are handled by us. In practice, this means that encrypted connections to mail.yourdomain.com are not allowed. For this reason, we encourage our users to set up their email clients so that they connect to a server-based hostname instead.

  3. How do I obtain a certificate?

    Certificates are issued by a list of companies known as Certificate Authorities. We offer commercial certificates by GeoTrust and Sectigo, as well as the free certificates issued by Let's Encrypt. You could also obtain an SSL certificate from a third party, and install it through the SSL/HTTPS section of your hosting account's Control Panel.

  4. What is Let's Encrypt?

    Let's Encrypt is a nonprofit Certificate Authority, trusted by all major operating systems and browsers, offering free SSL certificates. You can find out more at letsencrypt.org.

  5. How are Let's Encrypt certificates installed and renewed?

    Let's Encrypt certificates are easy to install from the SSL/HTTPS section of your hosting account's Control Panel - the only requirement is that your domain name points to our hosting servers. They are generally issued instantly, and will be renewed automatically for as long as your site is hosted with us.

  6. What are the differences between Let's Encrypt and commercial certificates?

    Free Let's Encrypt certificates offer the same level of encryption as commercial ones. Commercial certificates may also include additional features, such as static and dynamic site seals, as well as end-user warranties against loss of money when payment has been submitted on an SSL-encrypted site.


  1. What payment methods do you support?

    We accept credit card payments, as well as PayPal. If you choose to pay by credit card, you will be using one of the agents/retailers that we employ - 2Checkout or PayPal (you do not need to have a PayPal account to submit a credit card payment through PayPal). Also, a bank wire transfer to an European-based bank is an option. You can contact our Support team for details, if you want to pay by bank.

  2. How can I get in touch with your Sales team?

    Although we do not have a dedicated Sales team, you can always contact our Support staff for sales-related assistance. They will respond to all your presales, billing, or upgrade questions.

  3. How can I get a receipt and/or an invoice?

    If you submit a payment by credit card or PayPal, you will receive a receipt from the billing agent/retailer via e-mail shortly after you made the payment. If this does not suit your needs and you need an official company invoice, you can contact our Support Team after you submit the payment, and they will arrange for issuing an invoice to you.

  4. Can I get my money back, if I am not happy with your service?

    Of course. We offer 100-day full money-back guarantee. If you do not want to use our services, you can contact us with a cancellation request at any point during the initial 100 days of your hosting subscription. We will then cancel the account, and you will receive your money back. Have in mind that domain registrations are not included in this policy. Domain registrations are non-refundable. If we have registered the domain name for you, we will deduct the retail domain registration price (discounts do not apply).

  5. Do you offer recurring charges/would you renew my account automatically?

    We do not charge our customers automatically. Actually, we do not store any credit card data. When the time for renewal comes, we will send you a notification by email, and you will have to submit your renewal payment. We start sending renewal notifications 45 days prior to the expiration date.

Data security

  1. What personal data do you keep and is my personal data secure?

    We only keep data, which is vital for the proper operation of our systems: name, address, user logins, related logs. Of course, your data will never be presented to third parties. You can check our full Privacy Policy.

  2. What information would you put in WHOIS, if I order a domain from you?

    We are obligated to give the global registry information about the owner of each domain name. According to ICANN rules, this information is visible in the WHOIS of the domain. Information about who is responsible for domain names is publicly available to allow rapid resolution of technical problems and to permit enforcement of consumer protection, trademark, and other laws.