20i Support Database
My Services

My Services Questions

My services support articles: if you have a question about your 20i web hosting or domain account services, here's where to look.

How to view an invoice

Invoices can be viewed from within your My20i account.

Choose Invoices from the My20i home page, under Account Settings or from the menu icon on the top right (as below).
You'll see a detailed breakdown of all your invoices.
Search by product name to find a specific invoice.

Invoices

My Services

My Services – Billing

My Services – My Account

Austin B.

How to get a balance statement

You can view a statement of all transactions made via your account balance through the Balance Statement section.

Choose Account Credit from within My20i. This is accessed from the Account Settings menu on the My20i home page or from the menu icon on the top right (as below).
Select View Statement.
You'll see a statement of all balance transactions within your account.

Account Credit

My Services

My Services – Billing

My Services – My Account

Austin B.

How do I add 2FA to my account?

2FA or two-factor authentication is a two-step verification process which offers an extra layer of security when accessing the control panel for your account. Once enabled, your logins to My20i can only be completed if both your password and an authenticator code is provided. We support all common authenticator apps, such as those from Google and Microsoft.

To add 2FA to your My20i account:

Choose Security Details.
You'll see a section titled Two-Factor Authentication. To add your first device, enter your current login password and name the device you wish to add. The Device Name is purely for your own reference. Select Add Device.
You'll be given a QR Code to scan with your 2FA device. Scan this code and select Done to complete the process.

For more information see: How do I Enable Two-Factor Authentication (2FA) for My20i?

My Services

My Services – My Account

Austin B.

Does 20i have an affiliate program?

Yes, we currently have an affiliate program.

You can promote our WordPress Hosting, Reseller Hosting and Managed Hosting If someone uses the link you provided to make a purchase, you'll receive commission on sales.

Please see 20i Affiliates for more details.

Reseller Hosting

My Services

Reseller Hosting – Reseller Account

My Services – My Account

Austin B.

How do I add account credit to my 20i account?

You’ll need account credit on your 20i Reseller account to take orders through HostShop. When a client orders services like domains, we’ll use account credit to pay for the domain so it can be provisioned automatically. To do this:

Head to the Account Credit section in your 20i account.

Account credit in My20i

Select the amount of credit you’d like to add from the drop-down menu
Select whether you want to add credit using a card or PayPal
Select Add Credit to Basket or Add Credit with PayPal

Note: Should an order fail due to insufficient balance in your account, once you’ve added credit to your account you’ll be able to find and re-process the order by going to Customers > Overview > Failed Orders and selecting View Order and then Process. This will retry the order with your new balance.

You'll then be able to complete the order and add balance to your 20i account.

My Services

My Services – My Account

HostShop

Austin B.

How can I identify a 20i phishing email?

Recently, we’ve noticed an increase in the number of phishing emails targeting our customers. This article will outline some the key things to look out for to help you identify a potentially fraudulent phishing email – and what to do if you receive one.

'Phishing' is when scammers use scam emails or other means of communication to trick victims into providing sensitive or personal information. These emails will often refer the recipient to a fake website. The site is designed to replicate the service that they are imitating. In the case of 20i, we’ve seen links to fake versions of our My20i control panel and Stackmail platforms sent out to our customers.

Some of the signs of a phishing email include:

The email isn’t addressed to your name. Many phishing emails will address the recipient of the email with a generic term such as ‘Dear Client’ or just simply ‘Hi’ – we’ll never do that. On all automated emails from My20i, we’ll address you by the name that has been set on the Contact Details page within your My20i account.
The email has been received through a different email address to the one registered on your My20i account. The phishing emails that have targeted 20i customers in the past have been sent to email addresses that are listed on websites that are hosted by 20i (or where the domain name is registered with us). In these cases, the perpetrators have scraped these websites for email addresses on contact pages/forms. Often, this isn’t the email address that we hold on your account. If you are a 20i reseller, this will likely end up being your customer’s email address. 20i will only ever send account management emails (such as domain renewals) to the email address associated with your My20i account. Remember, 20i will never communicate with your customers using the 20i branded email template.
The email hasn’t been received from the ‘20i.com’ domain. All automated emails sent from ourselves will be sent from the ‘20i.com’ domain. If the email you’ve received isn’t, then it’s likely that you’ve received a phishing email. All messages we send are DKIM signed – if the email you’ve received isn’t signed then it most likely isn’t genuine!
The information in the email isn’t correct. Does the email state that your domain name is up for renewal and you need to click the link below to renew your domain? However, when you check your My20i account the domain renewal is not due yet? If so, something might not quite be right!
Poor written spelling and grammar. Although this isn’t always the case, many fraudulent emails will contain poor grammar and incorrect spelling – our automated system emails do not.
Check the Email Notifications page in your My20i account. For any notification email that we send to you, there’ll also be a copy in the ‘Email Notifications’ page within your account (https://my.20i.com/account/notifications). If the email that you have received isn’t shown here then it’s most probably a fake!

What should I do once I have identified a phishing email?

Don’t click any links in the email! Links inside these emails will often redirect you to deceptive sites designed to look just like My20i, Stackmail or StackCP. If you’re ever unsure about a link that’s asking for payment, we’d recommend heading to the ‘Email notifications’ page in My20i. If it’s there, you’re can be assured that it’s genuine.
Don’t enter any personal information! If you’re dubious about an email that you’ve received, please don’t enter any of your sensitive information. Once you do so it is often too late and the criminals with already have your information.
Contact 20i Support. Please provide the full email headers to our support team who will be able to pass them onto the 20i Abuse team. This information is invaluable in being able to detect where (and potentially who) the email has been from – and also helps us take action against the emails to prevent any more victims. You can also send the email directly (as an attachment, not forwarding it) to supportteam@20i.com.

What should I do if I do click on link/provide personal information?

The first step would be to ensure that you update your My20i account password immediately. The quicker you update your password after entering into the deceptive site the lower the chance of the fraudster being able to access your account. We’d also advise that you update the password on any other services where you use the same email/password combination. However, we’d always recommend using different security information for every site you access, and making use of a password manager to keep track of everything.
Add Two Factor Authentication. Two-factor authentication (2FA) adds another layer of security to your account which makes it more difficult for hackers to access your account. Once enabled, your logins to My20i can only be completed if both your password and an authenticator code is provided. We support TOTP authenticator apps, such as those from Google and Microsoft. See more: https://www.20i.com/support/my-services/two-factor-authentication-my20i
Cancel/suspend your bank card. If you have entered your card details into the form then we would recommend contacting your bank and cancelling your card as soon as possible. Many banks allow you to suspend or cancel card directly through your online or mobile banking app without having to call them.

My Services

My Services – My Account

Chris Wright

How do I contact accounts?

All billing and accounts issues are firstly handled by our technical support team via ticket. You can raise a ticket with our support team by heading to Contact Customer Services.

For more information on how to raise a ticket see here.

My Services

My Services – Billing

Austin B.

What payment methods do you accept?

We support most electronic methods of payment, including:

Delta
Maestro
Mastercard
American Express
Visa
Visa Electron

We also accept both Apple Pay and Google Pay at checkout.

PayPal is not available at checkout, however, can be used to load credit onto your account balance.

How do I remove a payment card?

There is a limit of 5 payment cards per My20i account, should this be exceeded, you would need to reach out to our support team to remove at least one card should you wish to add another payment method by creating a support ticket.

Please also contact our support team if you're having any issues with payment.

My Services

My Services – Billing

Chris Wright

How do I Enable Two-Factor Authentication (2FA) for My20i?

2FA or two-factor authentication is a two-step verification process which offers an extra layer of security when accessing your account. Once enabled, your logins to My20i can only be completed if both your password and an authenticator code is provided. We support TOTP authenticator apps, such as those from Google and Microsoft.

Add a New Authenticator

From inside My20i, follow the link to Security Details under Account Preferences section.

Towards the bottom of this page, you'll see a section titled Two-Factor Authentication. To add your first device, enter your current login password and name the device you wish to add. The Device Name is purely for your own reference.

Adding a Second Authenticator

There's no limit on the number of devices you can add, and we recommend having at least two devices on your account. This is in case one of your authenticators is lost or unavailable. Once a device has been added to your account, future devices can be added by entering a code from an existing authenticator device.

Removing an Authenticator

To remove a device, select delete from the list of your authenticator devices, on the same page.

Lost Device

If you're unable to access your account after it has been protected by 2FA, please call our sales team on 0333 344 2720 (Option 1). We’ll work with you to reset your access. Lines are open 24 hours a day. Alternatively, please email sales@20i.com.

2FA for StackCP Users

Users of the StackCP control panel can enable 2FA themselves. 2FA setup is in the StackCP Security Details menu (top-left). Resellers can manage users' devices and verify 2FA codes in the StackCP Users area of My20i.

Compatible 2FA Apps

We recommend using the 2FA mobile app from either Google or Microsoft, as these have been tested to work on our platform:

Google
Microsoft

Alternatively, other customers have used and had success with the following apps:

Authy (iPhone/Android)
AuthenticatorCC (Chrome/Firefox)
Ente (Windows/Mac/Linux)
2fast (Windows/Mac/Linux)
2stable Authenticator (Mac)
Raivo (Mac)

If you'd prefer a different app, our 2FA system should be compatible with all standard TOTP apps.

My Services

My Services – My Account

Chris Wright

How do I change the Username on my 20i account?

To change your username/email address on your 20i account:

Head to the Contact Details section in your account
In the Email Address field enter the new email address/username.
Select Update Details.

You'll now need to log out and log in using the previous email address to confirm the change.

If you then head back to Contact Details your email address will have updated.

My Services

My Services – My Account

Austin B.

How do I check my active account login sessions?

You can view and manage active login sessions to your My20i account, ensuring your account is kept secure. If you've left yourself logged in to a computer that you're no longer using or a public device you can use Sessions to delete the session you're no longer using.

Choose Account Preferences > Sessions.
Select Delete to close any active sessions you'd like to close.

My Services

My Services – My Account

Austin B.

Renewals and Billing Cycles Explained

To ensure a smooth experience for our customers, it's important to understand how our billing cycles work. This short guide will walk you through the key stages of our billing process, including the actions we take and the options available to you if you encounter any payment issues. This process applies to web hosting products, including Reseller Hosting, Managed VPS and Managed Cloud Hosting only.

Billing Cycle Overview

Renewal Overdue (Day 1)

After your renewal date has passed without payment, we take the following steps:

We lock out the control panel to prevent any further account modifications.
However, all hosted websites and email services will remain fully functional, ensuring minimal disruption to your online presence.

If you are experiencing difficulties with payment and need temporary access to the control panel, we encourage you to raise a ticket with our support team. We will do our best to assist you during this period.

Temporary Service Deactivation (Day 14)

If payment has not been received by the 14th day after your renewal date, we will take further action:

We will temporarily disable the services associated with your account.
This means your websites and email services will be unavailable until the outstanding payment is settled.

Data and Service Deletion (Day 28)

After 28 days from your renewal date, if payment is still not received, we proceed with the following:

All data and services on your account will be permanently deleted.
This includes website files, databases, emails, StackCP/HostShop data, and associated configurations.
Please note that this action is irreversible, so it's crucial to resolve payment issues promptly to avoid data loss.

Backups

We understand the importance of your data, even in challenging situations. Therefore, we maintain backups of your data for an additional 30 days after the 28-day grace period.

After the 28-day mark, we cannot directly restore your deleted data. If you wish to recover your data after this period, you will need to take the following steps:

Purchase hosting services again, including Timeline Backups if needed.
Set up your hosting packages as required.
Once your packages are configured, you can use Timeline Backups to restore the deleted data to the newly created packages.

My Services

My Services – Billing

Chris Wright

How to use the Customer Handoff feature in My20i

With your website’s design, development, and deployment complete, you can now effortlessly transfer control of web hosting to your client, including billing, using our new ‘Handoff’ feature.

Advantages of Using Handoff

Instantly transfers ownership of a hosting package to your client’s 20i account with no downtime or data loss.
Avoids the hassle of manual data transfer, FTP, MySQL databases, ZIP files, or DNS changes.
Earn a £25/$25 commission when a service you hand off is renewed.

Note: Your client will need an existing 20i account or will need to create a free My20i account. Ensure they provide you with the email address used to create the account.

Step-by-Step Instructions

1. Access the Handoff Feature:

Log in to My20i.
Click Manage under the Manage Hosting icon.
Navigate to the package you want to transfer and click Options.

2. Initiate the Handoff Process:

Select Handoff and follow the on-screen instructions.

3. Configure the Managed Cloud Server:

Choose the specifications and optimisations for your client’s Managed Cloud Server:

Cloud platform: 20iCloud, AWS, or GCP
Server specifications/size
Data centre location
Server optimisation: PHP, WordPress, Laravel, etc.
Timeline Backups Pro

4. Submit the Configuration:

Review the settings you have chosen.
Once satisfied, click Submit.

5. Client Completes the Process:

Your client will receive an email from 20i with instructions.
They will need to log in to their 20i account and complete the purchase (the server will already be in their account’s basket).

6. Final Steps:

The Cloud Server is built.
The hosting package is handed off to your client.
Enjoy the simplicity and efficiency of the Handoff feature!

This process ensures a smooth transition of control to your client, allowing them to manage their hosting with ease and without interruption.

Please note: The above steps should only be used where you're looking to handoff your customers website to a Managed Cloud Hosting product, if you're looking to transfer a website to another 20i Reseller or an existing customer with a shared-hosting package then these steps should be followed instead.

Managed Cloud Hosting

My Services

Matthew Wright