| E-Mail |
| Q: |
How long does it take to set up my email account(s)? |
| A: |
Email accounts are usually set up within 2 business days depending on our current support queue.
You will be contacted when your setup is complete. |
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| Q: |
What does this vw000123 username mean? |
| A: |
Usernames on our server are global across all domains hosted there. More than likely,
we will have more than one John Smith wishing an email address, jsmith@whatever.com. This
system allows us to ensure there are no username conflicts while still allowing everyone
to have the email address they desire. (e.g. jsmith@mydomain.com, jsmith@xyz.com, and jsmith@abc.com
are all different email accounts.) |
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| Q: |
Why can't I change my own email password? |
| A: |
For security reasons, password changes may be performed by Visionary Web support staff only.
To request a password change, please email hosting@visionaryweb.com from your account
(if possible) and specify your Domain Name (web site), email username, and desired password or, fill out our
Support Form. |
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| Q: |
How do I set up my email using Outlook |
| A: |
To set up your email using Outlook follow the information contained in this document (PDF): How to Setup my Email Using Outlook. |
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| Q: |
How do I set up my email using Outlook Express? |
| A: |
To set up your email using Outlook Express follow the information contained in this document (PDF): How to Setup my Email Using Outlook Express. |
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| Q: |
Why do I have to enter my password every time I check my email, even if I check the Remember Password box? |
| A: |
This is a known software bug with some versions of Outlook.
For information on a workaround, read
this Knowlegebase Article from Microsoft. The instructions in this article require a certain level of
technical know-how, so follow them at your own risk.
We are able to make these changes for you at our normal
computer repair rate if you can bring your machine in. |
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| Q: |
Why does it say "Relay Access Denied" when I try to send email? |
| A: |
Usually this error means that you have not checked the checkbox in your email software labelled
"My Server Requires Authentication" or something similar.
Our server requires that your email program send your username and password when sending mail as
well as receiving. This is what that checkbox does. |
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| Q: |
Help! I clicked Send/Receive and got an error! |
| A: |
First and most importantly, remain calm. If you get an error once and call us in a panic, especially without
having tried these steps, you are not likely to get a quick response. The Internet can be an unreliable piece of
technology. Try it again. If you still get an error follow these steps:
- Make sure you are connected to the internet and can access our servers by visiting a couple of your favorite
websites, including http://www.visionaryweb.com/.
- Review your Outlook or
Outlook Express settings and make sure they are
correct.
- Check our System Status page. If the servers are down for more than 10 minutes,
contact us immediately using the Emergency Contact Form. If the page will not load,
visit http://www.systemstatus.net/ and find the server named
"Web Server (daulton.skiltech.com)". This will indicate the status of our entire server. As long as these
pages say Normal or Running, you should not be having problems.
- If you encountered no problems in the previous steps try clicking Send/Receive again. If you still get an
error message, write down EXACTLY what it says. Fill out our
Support Form, and include this error message. Provide as much information and be as detailed as possible,
and you can expect us to get you up and running again as soon as possible.
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| Q: |
I get a lot of SPAM. Can you do something about it? |
| A: |
Our server already makes use of conservative SPAM filters. We can adjust the "sensitivity" of these filters,
but keep them on the low side of things to make sure we don't accidentally filter out email that you actually
did want. Advanced users can make use of the SPAM filter flags and headers inserted into your email for more
effective SPAM filtering in your own email program.
You should setup your SPAM filters to delete any emails with ***SPAM*** in the subject line - there is also a really good SPAM tutorial here: http://www.sitedeveloper.ws/tutorials/spam.htm |
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| Q: |
I'm worried about getting a virus. What's the best way to stay safe? |
| A: |
Our server also scans all incoming and outgoing email for viruses. This system is by no means failsafe, but
it does filter out most viruses and trojans. Emails found to contain viruses or trojans are erased and delivered
blank.
To help keep your computer and email safe, we recommend downloading and using
Grisoft's AVG Anti-Virus software. AVG will monitor your computer and scan your email for viruses. We've not
encountered a virus AVG could not handle, and AVG is FREE for home users and updated regularly. If you are
a business you must pay a small licensing fee to Grisoft. |
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| Web Sites |
| Q: |
I got one or more emails saying I need to renew my domain name. Should I click on the link? |
| A: |
Examine the email very closely, first. If the email is from visionaryweb.com or register.com, this is a legitimate
reminder and you will need to follow the instructions to renew your domain name soon.
However, if the From line of the email does not contain visionaryweb.com or register.com, the email
is not from us and is probably another company trying to switch your domain name to their own registrar service.
Many companies will send out emails to owners of domain names that are close to expiration and attempt to trick
you into switching your domain name to their registrar. If this happens, it can be very difficult to make changes
to domain settings or even regain control of it. When in doubt, give us a call or forward the email to
info@visionaryweb.com and ask if it is valid.
A couple of the WORST companies that try this bait and switch tactic are: Domain Registry of America and GKG - do NOT use these registrars as they are complete pirates. |
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| Q: |
I need some changes done to my web site. What should I do? |
| A: |
To submit website changes or updates to us, you may fax our office at 260-563-6098 or send an email to
changes@visionaryweb.com, updates@visionaryweb.com or
maintenance@visionaryweb.com. Please do not call with changes. You can be more
detailed in an email or fax, and we will be better able to retain all of the details. Our guaranteed turn-around time
for web site updates is five business days, but we usually have changes done within two to three business days.
This depends greatly on how busy we are at any given time. Changes are done in the order that they were received
unless you request that they be done immediately...
If you need changes completed within two business days, write to one of the addreses above or fill out our
Support Form with the relevant information and tell that person
specifically that you need the changes done immediately. An emergency fee will apply. |
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| Q: |
I need some changes done to my web site. How many hours of service do I have left? |
| A: |
You can see how many maintenance hours you have left by visisiting: https://www.visionaryweb.com/clients/balance.php |
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| Q: |
Why doesn't my web site show up when I type in http://mydomain.com? |
| A: |
There can be several reasons for this:
A) Whoever is hosting your DNS records has set it up so that the "www." in front of your domain name
must be entered. You should be able to call the company hosting your DNS and have that fixed.
B) Your domain name was set up incorrectly on the server. If Visionary Web is hosting your DNS records,
we will be able to fix this problem. Please fill out our
Support Form to request that this be fixed. |
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| Q: |
I need an ftp account setup for my site. Who do I contact to do this? |
| A: |
To request additions or changes to your FTP account(s), please fill out our
Support Form. |
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| Q: |
My web site is gone and now it says "Your site has been suspended for non-technical reasons." |
| A: |
This is usually due to a billing issue. Please contact
billing@visionaryweb.com to resolve this.
If you have an unpaid invoice that is 10 or more days past its due date and we have not heard from you, our policy
is to suspend all services normally rendered to you including--but not limited to--hosting, maintenance, computer
repair and technical support. |
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| Billing |
| Q: |
What forms of payment does Visionary Web accept? |
| A: |
We accept:- Visa
- Mastercard
- American Express
- Check
- Cash
- Money Order
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| Q: |
Why can't I pay month-to-month? |
| A: |
Some clients who pay monthly have a tendancy to let their invoices slide for a couple weeks on our good
faith. When the invoice is overdue for a while and we finally get tough, we have already provided free services
for several weeks and when the next month comes around it begins all over again. We are not willing to deal with
this anymore, so we now only offer Quarterly and Yearly invoicing.
Clients who show this tendancy will also be required to pay in advance for maintenance services not covered
under a current contract.
If you wish to pay month-to-month via Credit Card, we will do this if you authorize us to automatically charge your card
each month for the service(s). |
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| Q: |
Can I get my invoice by email? |
| A: |
You sure can! We have a custom automated billing system that will send out contracted hosting and maintenance
invoices via email 30 days before their due date. The system also sends out a reminder ten days before the due
date and a notice on the due date. We always send paper copies of these invoices by postal mail as well unless
specifically asked not to.
If you would like us to add your email address to our auto-invoicing system or to update the address to which
your invoice is currently being sent, please contact billing@visionaryweb.com, identify
yourself, specify the email address you wish to receive invoices at, and tell us which contract(s) this should
apply to. |
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| Q: |
I want to cancel my hosting contract. Can I have a refund? |
| A: |
Hosting refunds are offered in the following ways:
- Monthly hosting is not eligible for refunds.
- Quarterly hosting is eligible for a refund ONLY if the current term has
not started yet.
- Yearly hosting will be refunded only if more than three months remain
on the current term.
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| General |
| Q: |
What does Visionary Web do? |
| A: |
Visionary Web has three main branches: Visionary Web,
Visionary Computers, and
The Elite Gamer.
Visionary Web provides:- Professional web site design and maintenance
- Web Hosting
- Custom
software development
- CD/DVD duplication
Visionary Computers provides:- Professional computer repair services to business and home users in the Wabash County
area.
The Elite Gamer provides:- A quality LAN gaming experience
- High-end retail computer products and services
For more information about our products and services, please contact info@visionaryweb.com
or visit the respective web sites linked above. |
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| Q: |
Why does it take so long to return my phone calls? |
| A: |
We get many, many phone calls every day--mostly related to other aspects of our business. Since we keep quite
busy, we are often unable to answer the phone or return calls. However, we never close our email programs and
can type very fast. While we do strive to return all phone calls, you will receive the fastest response
from us by filling out our Support Form or sending us email.
If you need something done right away, please read the section on Urgent Changes above. |
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| Q: |
I own a coffee shop/video game company/pizza place. Does Visionary want to trade my products or services for Visionary's products or services? |
| A: |
Yes!! Contact info@visionaryweb.com immediately with your ideas! |
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