20i Support Database
My Services – My Account

My Services – My Account Questions

Account support articles: how to manage your 20i hosting account, like adding credit, viewing balances, our affiliate program and more.

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.

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 Beresford

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 Beresford

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 Beresford

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 Beresford

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 Beresford

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 Beresford

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 Beresford

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 get support from 20i?

20i have a friendly support team based at our Nottinghamshire HQ:

Hawthorn House

They can help you with any technical issues you may encounter. They also have direct access to our management and development team.

They're available day and night, every day of the year: 24x7x365.

If you're unsure about what products you require from 20i, you can contact us via a sales enquiry.

You can check the status of our systems at Stack Status.

There are a few channels of technical support:

1. Support Tickets - If you have any queries or questions you can raise a support ticket and our support team will work with you to solve your issue.

From your 20i dashboard, please navigate to the Support tab in the top right corner.

Once the drop-down information appears, please select the Create Support Ticket option. Once you have opened a support ticket, you can click the View Tickets to view closed and on-going support tickets.

Upon clicking the create support ticket menu, you will be prompted to the customer services section. Here we have a comprehensive support database filled with useful support articles that may help resolve your issue.

If none of the support articles are of any use, please scroll down to the bottom of the page to raise a support ticket or support chat.

Here, you can select your topic of the support ticket you would like to raise and select a relevant service (if applicable).

Our platform will then run some auto-diagnostics, these can identify any issues prior to raising the support ticket and will notify you of any warnings or identified issues.

One you have selected the Support Ticket method, please fill in the ticket subject and description of the problem or query you would like addressing. Once you are satisfied with the above, select the Create Ticket button.

Note: Please provide our support team with as much information as possible, as this will allow our support team to deliver a more accurate response to help you quicker.

2. Live Chat - You can also start a live chat with a member of the support team and receive one-to-one support. Our experts are happy to help with any problem you have and work with you to resolve any issues.

Similarly to how you would raise a support ticket, a chat can be raised by following the first few steps: navigating to the Support tab in the control panel and then selecting the Create Support Ticket option from the drop-down.

Select the live chat option and a live chat pop-up window should appear. Please fill in the chat subject and description with as much detail as possible regarding your problem or query.

Once actioned, start the chat and you will be in contact with a member of our technical support team.

3. Support Database - Our Support Database (here!) compiles all previous customer questions into one area. It's likely that you can find the answer you're looking for here.

My Services – My Account

Jordan Graves