FAQ LWS

A domain name is the address used to access a website or create custom email addresses, for example mywebsite.fr. The extension refers to the part after the name, such as .fr, .com, .org or .net.

The choice of extension depends in particular on your business, your audience and the geographic area you wish to target. Some extensions are open to everyone, while others may impose specific conditions.

Full documentation: How to buy a domain name

You can use letters, numbers and the hyphen -, provided that it is not placed at the beginning or end of the name.

Even though some extensions technically accept accented characters, LWS no longer offers their registration. This solution notably avoids compatibility issues with certain external services and simplifies the communication of the domain name.

Full documentation: How to buy a domain name

Use the domain search tool provided on the LWS website. If the domain is available, you will be able to add it to your order. If it is already registered, it will be indicated as transferable or unavailable depending on its status.

If the domain already belongs to someone else, you cannot simply order it. You must choose another name or another extension, or possibly contact its owner if you wish to try to buy it back.

Complete documentation: How to buy a domain name

Yes. You can order only the domain name and select a domain package, without subscribing to a new web hosting plan.

This is especially useful if you already have LWS hosting, if you want to use the domain with an external service, or if you simply want to reserve the name.

Full documentation: How to buy a domain name

No. Once registered, a domain name cannot be renamed to correct a typo or replace its name or extension with another.

If you notice the error immediately after placing the order, a refund for the registration may be possible only the day after the order. This period corresponds to the time needed for the transaction to be processed by the registry and still be cancellable.

After the following day, the registry no longer allows LWS to cancel and refund the registration. You will then need to order the correct domain name separately.

If hosting was associated with the domain ordered in error, you can then check how to link that hosting to the new domain.

Additional documentation: How do I change the domain name associated with an LWS hosting plan?

Yes. Certain domain names in .fr corresponding to municipalities or names subject to a naming convention require a specific procedure and appropriate supporting documents.

Complete documentation: How to buy a domain name

The owner is the person or organization that legally holds the domain name. The technical contact is the account responsible for its management: configuration, renewal, billing, and technical or administrative procedures.

The two roles can belong to the same person, but you can also remain the domain owner while entrusting its management to a webmaster, an agency, or another LWS account.

Full documentation: How do you manage the contacts for a domain name?

Yes. The client can be registered as the legal owner of the domain while your account remains responsible for its technical management, billing, and renewal.

This setup is particularly well suited to webmasters and agencies: it allows the client to remain the owner of their domain without having to carry out the usual technical operations themselves.

Full documentation: How do you manage the contacts for a domain name?

First, determine who is registered as the domain owner and who is the technical contact.

If you are already the owner and the webmaster is only the manager, the technical management can be transferred to your account. If they are also registered as the owner, an ownership transfer must be carried out so that your account legally becomes the owner of the domain.

Full documentation: How do you manage the contacts for a domain name?

The service transfer function allows you to change the technical contact, the owner, or both.

Changing the technical contact is free of charge. On the other hand, transferring legal ownership of the domain is a separate, paid operation and is subject to the rules of the registry corresponding to the extension. The requested confirmations must be completed for the change to be finalized.

Full documentation: How do I manage the contacts for a domain name?

Whois is a directory that makes it possible to obtain administrative and technical information about a domain name, such as its registrar, status, certain dates, and, depending on the applicable rules, information about its holder.

The visible data depends on the extension, the registry, and the type of holder. Since the application of the GDPR, individuals' contact details are generally more protected.

Full documentation: Anonymous Whois: definition, activation and antispam management

For an individual, Whois protection is normally applied in order to limit the exposure of personal data.

The rules are different for legal entities such as companies or associations. Depending on the extension and the registry, certain information must remain public; the email address may however be replaced by an alias in the cases provided for.

Full documentation: Anonymous Whois: definition, activation and antispam management

Anonymization depends on the rules imposed by the extension registry and the nature of the owner.

For example, for certain domains in .fr, Afnic allows extended anonymization for individuals, whereas the information of a company cannot be masked in the same way. Activating the anonymous Whois option therefore does not make it possible to bypass the publication obligations imposed by a registry.

Full documentation: Anonymous Whois: definition, activation, and anti-spam management

A registry may suspend a domain when certain required checks have not been completed, notably the validation of the registrant’s contact details.

Check your inbox, including your spam folder, for a message asking you to confirm your information. Once the verification is completed, reactivation of the domain may require additional time.

Full documentation: My domain is no longer working: registry block or verification, what should I do?

LWS cannot arbitrate a commercial or contractual dispute between a webmaster and their client. If the disagreement concerns the service, the website, files, or other services belonging to the webmaster, the dispute must be settled between the parties or before the competent court.

However, if you are correctly registered as the owner of the domain name, LWS can help you recover management of this domain when the necessary supporting documents confirm your status as the holder.

Please note: recovering the domain does not mean recovering the website or the email accounts held or hosted on the webmaster’s account. The domain may be separated from the existing hosting and emails, which may make them unavailable until new services have been configured.

It is therefore preferable, when possible, to recover a backup of the website and emails before changing the domain linkage.

If the webmaster entered their own contact details as the holder when registering, the registry considers them to be the owner of the domain name. LWS cannot unilaterally decide that the domain should be assigned to you, even if you use it for your business or your website.

You must first try to resolve the dispute with the holder. If no agreement is possible, different options may exist depending on the extension and the rights you have.

For extensions managed by Afnic such as .fr, dispute resolution procedures such as SYRELI or PARL EXPERT allow, under certain conditions, a request for transfer or deletion of a domain. Afnic specifies that these procedures notably require proving a legitimate interest to act.

For generic extensions such as .com, .net or .org, an UDRP procedure may in particular be used in certain disputes related to trademark rights and abusive registration. WIPO specifies that this procedure meets precise criteria and does not constitute a general procedure for all disputes between a client and their webmaster.

Legal action before the competent court also remains possible. LWS cannot take the place of the authority responsible for ruling on this type of dispute.

A domain name transfer consists solely of changing the registrar that manages the domain. It does not transfer the website, files, databases, e-mail addresses, or the messages contained in the e-mail inboxes.

At the end of a transfer to LWS, the domain’s DNS servers are not modified automatically. The domain therefore continues to use the DNS configuration and, consequently, the hosting and e-mails it was using before the transfer. The current LWS guide confirms this behavior.

If you also want to move your website and e-mails to LWS, these elements must be migrated separately. It is preferable to prepare the new hosting and recreate the e-mail addresses before changing the DNS in order to avoid any interruption.

If you do not know how to perform this migration, you can request free assistance from an LWS technician for the transfer of your website and e-mails. This option is also mentioned in the current transfer guide.

Full documentation: How do I transfer my domain name to LWS?

Before starting the transfer, make sure the domain is active, transferable, and that you have the transfer code when its extension uses one.

LWS recommends starting the process at least 15 days before the domain’s expiration date to avoid it expiring during the transfer.

For the entire duration of the transfer, you cannot change the domain’s DNS servers. You must either make this change before starting the transfer or wait until it is completed. LWS’s current documentation confirms this blocking during the transfer.

However, as long as you have access to the DNS zone currently in use, you can modify certain A, CNAME, MX, or other records to begin pointing your services to LWS servers without changing the DNS servers themselves.

Finally, LWS cannot speed up the transfer. The timeframes depend on the registry and the extension; some procedures impose a minimum delay that neither the old nor the new registrar can shorten. The LWS guide currently indicates delays generally ranging from 1 to 10 days, with specifics depending on the extensions.

Complete documentation: How do I transfer my domain name to LWS?

Start by checking that the domain is transferable and that you have access to the account owner’s email address. Then disable transfer protection when it is available, and request the Auth/EPP code from the domain management area.

The code is sent to the email address associated with the owner, and receipt may take up to 6 hours. It must then be provided to the new provider to initiate the transfer.

Full documentation: How do I retrieve the transfer code for an LWS domain?

Yes, this may be normal depending on the extension.

Some extensions do not have transfer protection in the panel. Others use a different procedure: for example, .lu does not use an Auth code in this context, and .uk / .co.uk domains use a registrar TAG. Also check that LWS actually manages the domain and not only its hosting.

Full documentation: How do I retrieve the transfer code for an LWS domain?

Several causes are possible: locked domain, incorrect or poorly copied code, expired domain, administrative operation in progress, or a blocking period imposed by the registry.

Many extensions in particular apply a period during which the domain cannot be transferred after a creation, transfer, renewal, or certain changes to the owner. If the code is refused even though the domain is transferable, check that no space was added when copying it and, if necessary, request a new code.

Full documentation: How do I transfer my domain name to LWS?

An already expired domain cannot be transferred: for a transfer to be possible, the domain must be in an active status.

You must therefore first renew it with its current registrar. Once the domain has become active again, you can submit a transfer request again. Depending on the extension and the registry, the renewal may however trigger a waiting period of up to 60 days before a new transfer is authorized. The current LWS guide also states that an expired domain must be renewed with the previous provider before trying the transfer again.

If the domain expires while the transfer is already in progress, the outcome is unpredictable: the transfer may complete normally or it may be cancelled. This depends on when the registry processes the expiration in relation to the transfer request.

For this reason, LWS recommends not waiting until the last few days and starting the transfer at least 15 days before the expiration date.

Full documentation: How do I transfer my domain name to LWS?

When transferring a domain, LWS does not automatically change its DNS servers. Your domain may therefore have continued for several months to use your former provider’s hosting and email servers.

If the previous contract has just expired or if the former provider has disabled its services, the website and emails may suddenly stop working, even though the domain is properly registered with LWS.

In this case:

1. recreate the necessary email addresses at LWS as a priority;
2. prepare your LWS hosting;
3. retrieve a backup of the website and, if possible, email messages from the former provider;
4. migrate or restore this data to LWS services;
5. then point the domain to LWS services by using the appropriate DNS or records.

The current guide also states that some former providers may disable the hosting or associated emails after the domain transfer and advises, in this case, to recreate the services and then change the DNS.

If you need help migrating the website and emails, you can request the free assistance offered by LWS.

Complete documentation: How do I transfer my domain name to LWS?

Not necessarily. After its expiration, a domain can go through several stages before being definitively released: renewal period, quarantine or redemption, deletion, then availability again.

The timeframes and recovery options depend on the extension. So act quickly from your client area. Once the domain has been definitively released, anyone can register it and LWS can no longer guarantee its recovery.

Full documentation: Lifecycle of a domain name: renewal and deletion

When the domain has passed its standard renewal period and is in quarantine, redemption, or restoration, the registry may apply additional fees to recover it.

The amount therefore depends on the extension and the exact status of the domain at the time of the request. This extra cost does not correspond to a simple annual renewal.

Full documentation: Lifecycle of a domain name: renewal and deletion

First check that the domain appears as active in your client area and that the associated hosting is also active.

After a restoration, DNS may also require some delay before the website and emails start working again everywhere. If the domain is active but the problem persists, then check the DNS servers and the DNS zone being used.

Full documentation: Life cycle of a domain name: renewal and deletion

The date displayed in your LWS customer area should be used as the reference for managing your service.

Depending on the extension, the registry may update its date later, may not process the renewal in real time, or may operate on a different schedule. If the new date appears correctly in your LWS customer area, there is normally no cause for concern.

Full documentation: Why does the Whois expiration date differ from that in the LWS Panel?

Not necessarily. Some expiration reminders are sent automatically by the registry based on the domain’s anniversary date and may be received even when a renewal has already been processed by LWS.

Log in directly to your customer area and check the expiration date displayed there. If it has indeed been pushed back, you do not need to renew a second time just because of this message.

Full documentation: What is the “Expiration Warning” email?

Yes. It is not necessary to transfer the domain to LWS in order to use an LWS service.

You can keep the domain with its current registrar and only modify its DNS configuration. You can either entrust all DNS management to LWS by using LWS DNS servers, or only change the necessary records to connect the website or email.

Full documentation: How do I link an external domain to an LWS hosting or mail service?

You must first register the new domain, then carry out a hosting swap when your plan and situation allow it.

Warning: a swap is not a simple text change. It replaces the main domain of the hosting account and results in the deletion of the data from the hosting account concerned, including the website, databases, email accounts and their messages. It may also change the hosting expiration date according to that of the target domain. A full backup is therefore essential before the operation.

Full documentation: How do I change the domain name associated with an LWS hosting plan?

A web redirect automatically sends visitors to another address, without moving the site or changing where it is hosted.

It can be used to send an old domain to a new one, redirect several domains to the same site, send visitors to a specific page or even to certain social networks.

Full documentation: Redirect a domain name to another web address

mondomaine.fr and www.mondomaine.fr can use different DNS configurations. It is therefore possible that one of the two addresses works while the other is not correctly configured.

Check the record for the main domain as well as the one for www. Depending on your configuration, www generally uses an A or CNAME record, or a redirect may be necessary to automatically send visitors to the version used by your site.

Additional documentation: Redirect a domain name to another web address

A subdomain adds a name in front of your domain, for example blog.mydomain.com, shop.mydomain.com or space.mydomain.com.

If you simply want to create DNS records of the A or CNAME type, there is no particular limit to the number of subdomains you can add in your DNS zone.

On the other hand, if you want to create a genuine independent hosting space for each subdomain, with a specific folder or site associated with your hosting plan, the number available depends on the plan used.

You therefore need to distinguish the DNS subdomain, which is simply an entry in the DNS zone, and the hosted subdomain, which consumes a feature of your hosting plan. The possibilities for hosting multiple sites or domains do indeed depend on the plan used.

Full documentation: How to create subdomains on the LWS Panel?

Yes, in some cases a so-called Wildcard DNS record can be used. It uses the * character to match subdomains that do not have their own DNS record.

This configuration is especially useful for certain applications that dynamically create subdomains. It should be used with caution, as it can also cause subdomains that were never intentionally created to respond.

Full documentation: How do I add a Wildcard zone to your domain name?

DNS servers indicate where the authoritative DNS zone of your domain is located. The DNS zone then contains the records that indicate where your website, your emails, and other services are actually located.

Changing the DNS servers can therefore switch the entire domain configuration to another zone. Modifying only a DNS zone record, on the other hand, makes it possible to change a specific service without necessarily affecting the others.

Complete documentation:

• How do you use a domain's DNS zone?
• How do you change the DNS servers of an LWS domain?

You must make the change with the provider that manages the DNS servers currently used by the domain.

If the domain uses LWS DNS servers, modify the zone from the corresponding LWS interface. If it uses Cloudflare, OVH, Hostinger, or another external DNS service, modifying the DNS zone displayed in the LWS Panel will have no effect: the change must be made with the provider that actually manages the DNS.

Full documentation: How do you use a domain's DNS zone?

Each type of record has a different role:

• A: links a domain or subdomain to an IPv4 address, usually that of a web server;
• CNAME: maps a subdomain to another domain name;
• MX: indicates which servers receive the domain’s emails;
• TXT: contains, among other things, verification or authentication information such as SPF, DKIM, or DMARC;
• NS: indicates which DNS servers are responsible for the domain zone.

Complete documentation: How do you use a domain’s DNS zone?

In this case, it is generally better not to change all the DNS servers.

Only modify the A record or the CNAME required for the site, while keeping the MX records and other entries related to LWS email. Completely changing the DNS servers could also switch the emails if the new zone has not been prepared.

Additional documentation: How do you point a domain name?

Change the DNS servers when you want to entrust all DNS management to another service: another host, cPanel, Plesk, VPS, Cloudflare, or another DNS platform.

If you only want to move your website, validate the domain with a service, or modify a subdomain, changing a few records in the current zone is generally more appropriate and reduces the risk of interrupting other services.

Full documentation: How do you change the DNS servers for an LWS domain?

Yes. A DNS change is not necessarily visible immediately on all networks.

Depending on the cache of access providers, resolvers, and DNS servers, some people may see the new configuration while others are still using the old one. Full propagation can take up to 24 to 48 hours.

Full documentation: How do you use a domain's DNS zone?

Changing the DNS servers makes the domain use another DNS zone. If this new zone does not contain all the necessary records, some services may be interrupted.

In particular, check the site's A or CNAME record, the MX records for receiving emails, and the necessary authentication entries. The new zone must be prepared before switching the DNS servers.

Full documentation: How do I change the DNS servers of an LWS domain?

Check the IP address or DNS servers currently used by the domain and compare them with the information provided by the hosting account it should be connected to.

You can also test the site in a browser and use a DNS checking tool. If the change has just been made, take propagation delay into account before concluding that the pointing is incorrect.

Full documentation: Verify that my domain is correctly configured to my hosting

A Glue Record is used when you want to use DNS servers whose name depends on your own domain, for example ns1.mondomaine.fr.

Most users do not need one. This feature mainly concerns people who administer their own DNS servers and need to associate their server names with their IP addresses.

Full documentation: How do you manage Glue Record DNS?

DNSSEC can only be used when the domain uses LWS DNS servers compatible with this feature.

It is not possible to enable DNSSEC if the domain uses external DNS servers, for example those of Cloudflare or another provider. In this case, the DNS zone is no longer managed by LWS.

DNSSEC is also not compatible with cPanel plans. If your domain is associated with cPanel hosting, this feature therefore cannot be enabled in this configuration.

Before enabling DNSSEC, make sure that your domain is indeed using LWS DNS and that it is not linked to a cPanel plan.

SPF, DKIM and DMARC are three complementary mechanisms that allow email services to better verify emails sent with your domain name.

SPF indicates which servers are authorized to send; DKIM adds a signature allowing the authenticity of the message to be verified; DMARC defines the policy to apply when a message fails authentication checks. Their configuration must match the service that actually sends your emails.

Complete documentation:

• Add an SPF record
• Add a DKIM record
• Add a DMARC record

Start by checking where the domain’s DNS zone is actually managed.

If you use LWS DNS, retrieve the DKIM key and value indicated in your email management, then add them to the DNS zone. If your DNS is managed by another provider, the DKIM record must be created with that provider: modifying the LWS DNS zone would have no effect.

After the change, allow time for DNS propagation before checking the DKIM status again.

Full documentation: How do I add a DKIM record to a domain name?

Yes. The web and email can be directed to different providers.

You can keep the A/CNAME records so that the site remains with LWS while replacing the MX records and authentication entries with the values provided by your external email service. Conversely, you can also host the site elsewhere and keep the emails with LWS.

Additional documentation:

• Configure a domain with Google Workspace
• Associate a domain with Microsoft 365 / Exchange

Most of these services provide you with specific DNS records to add: IP address, CNAME, TXT, or sometimes new DNS servers.

Always follow the values indicated for your own account with the external service. Before replacing the DNS servers, check whether simply changing a few records is enough: this often makes it possible to connect the service without disrupting your emails or other functions already in use.

LWS procedures are available in particular for:

• Wix
• Shopify
• Cloudflare
• Systeme.io
• Google Sites
• Squarespace
• Lovable.dev
• Google Workspace
• Microsoft 365 / Exchange
• Mailjet
• Brevo

This often happens when the domain’s full DNS servers have been replaced even though only the web part was supposed to be changed. The new DNS zone then no longer contains the MX records required for LWS emails.

Check where your DNS is now being managed and verify the MX entries as well as the mail subdomain record. If you want to keep your emails with LWS, these values must point to the LWS mail service even if the website is hosted elsewhere.

Additional documentation: How do you link an external domain to an LWS hosting or mail service?

Web hosting is the server space used to store the files, databases, and other elements necessary for your website to function. On shared hosting, several customers use the same infrastructure, but each has their own space and resources defined by their plan.

The domain name and hosting are two different services: the domain corresponds to the site address, while the hosting contains the site itself.

The panel depends on the hosting plan subscribed to.

Classic Linux shared hosting plans such as LWS Perso, Starter, or Performance are managed with LWS Panel. cPanel plans have their own cPanel interface. Windows ASP.NET plans use Plesk. Tools and procedures are not interchangeable between these environments.

If a guide indicates a different panel from the one you use, look for the equivalent procedure corresponding to your hosting plan.

LWS Panel is the environment used by the main LWS Linux hosting plans. It is particularly suitable for sites using PHP, WordPress, PrestaShop, and many standard web applications.

cPanel is a Linux environment offering more advanced features, such as remote access to MySQL databases, different programming languages, and, depending on the plan, SSH access.

Plesk is used for Windows hosting and is particularly suitable for applications requiring ASP.NET or Microsoft SQL Server.

For a standard site using PHP, an LWS Panel hosting plan is generally suitable. The PHP versions currently offered on these plans range from PHP 5.6 to PHP 8.5.

For Python or Node.js, it is better to use a compatible cPanel plan. cPanel hosting also includes other environments such as Perl or Ruby, but it remains shared hosting: it is mainly suitable for projects whose resource needs remain reasonable.

For ASP.NET or Microsoft SQL Server, use a Windows Plesk plan. For a Java application requiring its own server environment, a VPS is more suitable.

Yes, if your plan allows multiple domains or sites. Each site can then use its own domain and its own directory on the same hosting account.

The limit depends on the plan and the control panel. On LWS Panel, the Multi-Domains feature, for example, allows you to create several independent sites. cPanel and Plesk also offer their own features for adding other domains.

LWS Panel documentation: Set up multiple domains on a single web hosting account

No. Some features may be presented as unlimited, but shared hosting always has technical limits intended to ensure the proper operation of the server for all customers.

Depending on the plan, these limits may concern in particular the processor, memory, simultaneous connections, number of files, bandwidth, PHP, databases, or running processes. You should therefore check the quotas corresponding to your plan rather than consider the hosting as a server with no limits at all.

Full documentation:

• LWS Panel hosting quotas
• cPanel hosting quotas
• Plesk hosting quotas

The Web space of a shared hosting account is intended for the files necessary for the operation of the hosted websites. It must not be used as a general archiving space to store computer backups, personal archives, or other files unrelated to the website.

If your main need is to keep or back up files, use a storage or backup solution designed for that purpose instead.

It depends on the environment.

LWS Panel hosting does not offer classic SSH access, but provides a Web Terminal that allows many command-line operations. The cPanel plans offer SSH access starting with the cPanel L plan.

To have more complete server control, a VPS is generally more suitable.

Check the usage information available in your panel. High usage can cause slowdowns, temporary errors, or the inability to perform certain resource-intensive operations.

The problem does not necessarily come from the number of visitors: an extension, a script, a CRON task, a bot, or a poorly optimized request can also consume a lot of resources. Quotas must therefore be analyzed at the same time as the site logs.

There are several ways to create a website on LWS hosting, depending on your level and your project.

If you want to easily create a website without programming, you can use SiteBuilder Pro when it is included in your plan. For a website using a CMS such as WordPress or PrestaShop, you can automatically install the application from the tool provided by your hosting service. You can also create your website with software or develop it yourself, then upload its files to the hosting account.

If you do not know which solution to choose, start by determining the type of website you want to create: showcase site, blog, online store, or custom-developed application. The choice of tool and possibly the hosting plan will then depend on this need.

Full documentation: Choose the platform for your website project

If your site has already been created on your computer or exported from software such as Dreamweaver, you must upload its files to the web space of your hosting service.

The most common method is to use FTP software such as FileZilla, Cyberduck or WinSCP. You can also use your panel’s file manager for simpler transfers. The process is the same with LWS Panel, cPanel and Plesk; only the FTP settings and the directory in which to publish the site may change depending on the environment. 

Your home page should generally be named index.html, index.php or, for some Windows sites, default.aspx. Also make sure to upload the contents of your site to the intended web directory, not an extra folder containing the entire site, otherwise it may only be accessible at an address such as mondomaine.fr/mon-site.

If you are unable to publish your files yourself, managed service intervention can also be requested from LWS.

Complete documentation: How do you publish a site by FTP with FileZilla, Cyberduck or WinSCP?

The three main LWS hosting environments offer a tool that lets you automatically install applications without having to manually upload their files or create their entire configuration.

• With LWS Panel, use the LWS Auto-installer.
• With cPanel, use Softaculous Apps Installer.
• With Plesk, use the section that lets you install available applications.

You generally choose the relevant domain or subdomain, the possible installation directory and the administrator account information. The tool then creates the necessary files and database. The LWS Auto-installer notably lets you select the domain, the directory, the administrator account and, depending on the CMS, certain themes or extensions. Softaculous plays the same role on cPanel, with notably the ability to manage automatic updates for certain software. Plesk also offers application installation from its interface.

If the software you want to use is not offered in the auto-installer, this does not necessarily mean it is incompatible. You can install it manually if its technical requirements are compatible with your hosting. If it requires an environment, a service or resources that are not available on shared hosting, you will need to use a more suitable plan, possibly a VPS. 

Complete documentation:

• Install a CMS with the LWS Auto-installer
• Install software with Softaculous on cPanel
• Install a CMS from Plesk

Yes, provided that the hosted content complies with current French legislation as well as the terms of use of LWS services.

However, the resources required must be taken into account. A site containing many photos or videos, streaming, or significant interactive features may quickly require more storage, bandwidth, or resources than a standard site. Depending on the project and its traffic, a VPS may then be more suitable than shared hosting.

Log in to your LWS customer area, open the list of your domains and hosting services, then click Manage for the relevant service.

You will then access the functions related to your hosting: files, FTP, databases, PHP, backups, security, performance, and other tools available with your plan.

FTP credentials are available in your hosting management, in the section dedicated to FTP accounts. There you will find, in particular, the server or host name to use, the account username, and the functions allowing you to change its password.

FTP credentials are different from those of your LWS client area. A password used to log in to the LWS Panel should therefore not be automatically used in FileZilla.

Full documentation: Find and manage your FTP access on an LWS Panel hosting

First, check the FTP server used, the username, and the password. If you have just changed the password, wait a few minutes before trying again.

If the domain does not yet point to the hosting, use the hostname or server IP address shown directly in the LWS Panel rather than an address built from your domain. Alerts regarding the TLS certificate or certain encryption settings may also come from the FTP software configuration.

Full documentation: Find and manage your FTP access on an LWS Panel hosting account

Both allow you to manage the site files.

The file manager is convenient for quick edits, creating a folder, uploading a few files, or modifying a file directly from the browser. FTP is generally more comfortable for transferring an entire site or a large number of files between your computer and the hosting account.

Full documentation: Using the LWS Panel file manager

First, check that the files have been uploaded to the directory actually used by the domain. If you uploaded a folder containing your website instead of its contents, or if you are working in another domain’s directory, the server will keep displaying the old page or another version of the site.

Then verify that your site does indeed have a recognized home page, usually index.html or index.php. The absence of an index page can cause a default page or a 403 error to be displayed.

If you have simply just replaced existing files and the old version of the site is still appearing, clear your browser cache and, if applicable, the cache used by your site or your hosting. Also try in private browsing to check whether the problem is only due to a local cache. The current FTP help explicitly identifies “My old version of the site is still showing” as a common issue after publication.

Finally, check that your domain is actually pointing to the hosting where you have just uploaded the files. If the domain is still using the IP address of an old server, changing the files at LWS will not change the site shown to visitors.

Full documentation: How do you publish a site via FTP with FileZilla, Cyberduck or WinSCP?

Use the Multi-Domains function, then add the new domain as an independent domain. A separate directory will be used so that the new domain can display its own website.

If the domain is managed elsewhere or uses another DNS zone, you will also need to point it to the IP address of the LWS hosting account. The server-side addition is normally taken into account within about 15 minutes, while the DNS change may take longer to propagate.

Full documentation: Set up multiple domains on the same Web hosting account

An alias allows another domain to display the same site as the main domain.

An independent domain, on the other hand, has its own directory in order to host a different site. If you want to create two sites that have no connection with each other, therefore use an independent domain rather than an alias.

From the MySQL & phpMyAdmin section of the LWS Panel, you can create a database and then use phpMyAdmin to view and modify its contents.

The number of available databases and their maximum size depend on your plan. phpMyAdmin then allows you, among other things, to create or modify tables, import or export data, and run queries.

LWS Panel hosting currently offers MySQL for web databases. PostgreSQL is no longer offered on these plans.

If your application requires a specific database technology, check its compatibility with the plan before starting the installation.

Full documentation: How do you create a MySQL database?

No. phpMyAdmin is mainly used to manage the contents of an already created database: tables, data, import, export, or queries.

The database itself must first be created from the MySQL tool in the LWS Panel. Once created, you can open phpMyAdmin to work on it.

These messages indicate that a MySQL quota has been reached: number of simultaneous connections, queries, or updates performed over a given period.

The problem may be temporary, but if it happens regularly, look for the application, extension, or script that is making an abnormal number of requests. Upgrading may provide more resources, but it is preferable to first identify the cause of excessive consumption. MySQL limits differ depending on the plan.

Open PHP Configuration in the LWS Panel. You can choose the hosting's default PHP version and, when your configuration requires it, define a different version for certain sites on the same hosting account.

Preferably use a version that is still supported and compatible with your site. A version that is too old increases security risks, while a version that is too recent can cause errors with an old CMS, theme, or script.

Full documentation: Configure PHP on my hosting

These settings can be adjusted within the limits provided by your plan. The maximum values available depend on the hosting subscription: a higher-tier plan generally has higher PHP limits.

If an application requests a value higher than the maximum allowed, modifying the configuration file multiple times will not make it possible to exceed the server limit. You must then optimize the operation or use a plan with more resources.

No. The LWS Panel offers do not provide classic SSH access, but they do offer a Web Terminal that allows many command-line operations to be performed directly from the hosting environment.

It can notably be used to manipulate files, use Git or Composer, and run certain PHP commands. If an application requires real external SSH access or more complete system control, a cPanel-compatible hosting plan or a VPS will be more suitable.

Yes, compatible plans include a tool for scheduling the automatic execution of a command or script at regular intervals.

Use this feature only for processes required by the website. A task that runs too frequently or is misconfigured can needlessly consume hosting resources and contribute to slowdowns or quota overruns.

Full documentation: Create a CRON task from the LWS Panel

LWS Panel hosting plans include a free Let’s Encrypt certificate, generally activated automatically. You can check its status or restart its generation from the LWS Panel.

The domain must correctly point to the hosting account for the certificate to be generated. Once the certificate is active, you can set up automatic redirection from HTTP to HTTPS.

Complete documentation: Check and activate the Let’s Encrypt SSL certificate

The certificate can work perfectly even though the page is still loading certain images, stylesheets, scripts, or other resources with an address starting with http://.

This is referred to as mixed content or Mixed Content. You need to correct the old URLs in the site so that all resources are loaded over HTTPS.

Full documentation: Fix Mixed Content issues

Yes, on compatible hosting managed by LWS Panel, a free quota boost for 24 hours can be activated. It is especially intended for a temporarily resource-intensive operation, such as an import or the creation of a backup.

This boost is limited to one activation per month and temporarily applies higher Web quotas. It does not replace an upgrade if your site regularly exceeds the resources of its plan.

Full documentation: Boost the quotas of your hosting for 24 h

509 errors specific to the LWS Panel environment generally indicate that a limit on requests, connections, or allowed usage has been reached.

This does not necessarily mean that your site is receiving a huge amount of visitors. A bot, an automated task, an extension, or a script can generate a lot of requests on its own. Analyze the usage and logs before concluding that the only solution is to change plans.

Full documentation: Understanding HTTP error codes and quota errors

An error 500 means that the server was unable to correctly complete the execution of the request. The cause may come from a .htaccess file, a PHP script, an incompatible PHP version, a CMS extension, or another execution error.

Start by checking the Apache and PHP logs immediately after reproducing the issue. A blank page often hides the real error, while it remains visible in the logs.

Complete documentation:

• Fixing a 500 error on LWS Panel
• View Apache and PHP logs

A 503 error means that the service is temporarily unable to process the request. It may in particular be related to resource saturation, maintenance, a large number of requests, or a problem caused by an application.

If the error persists, check the resources being used and the logs. On a CMS, a plugin or a theme may also be the cause of excessive resource consumption.

Full documentation: Fix an HTTP 503 Service Unavailable error

The LWS Panel allows you to consult several logs: web access, Apache errors, PHP errors, and events related to the web application firewall.

Reproduce the problem and then consult the most recent lines. The time, the file concerned, and the error text often make it possible to identify the cause much more precisely than a simple message displayed in the browser.

Full documentation: View Apache and PHP logs

The hosting plans concerned include backups for Web files, MySQL databases, and emails. The retention period and the ability to restore directly from the LWS Panel depend on the service and the available backup level.

It remains recommended to make your own backup before an important update, a migration, or a deletion. A server backup should not be considered a replacement for your own backups.

Full documentation: Which backup level should I choose for my Web hosting?

Many sites use both files and a database. Restoring only the files can therefore leave a database corresponding to a more recent or incompatible state.

To truly restore the site to an earlier date, restore the files and the database to dates that are consistent with each other. This is particularly important for CMSs and shops that store their settings, users, or content in MySQL.

Yes, an initialization function allows you to reset the hosting account.

This operation is however destructive: it deletes the data present on the hosting account, including the FTP space, databases, emails, and the DNS configuration concerned by the initialization. Be sure to make the necessary backups before starting this operation.

Complete documentation: Initialize your shared hosting account

No. The MySQL databases of hosting accounts managed with LWS Panel are not directly accessible from a computer, a server, or an application hosted outside the LWS Panel platform.

If your application needs to connect to the database from an external server, use a solution that explicitly allows remote MySQL connections. cPanel hosting accounts, for example, include a feature that allows an IP address or hostname to be authorized to access a MySQL database.

For a need that requires more freedom in configuring the database server, a VPS may also be more suitable.

Additional documentation: Access a database remotely on cPanel

Log in to your LWS client area, open the management page for your cPanel plan, then click Access cPanel. Automatic authentication generally lets you open the control panel directly.

If you use the cPanel login page directly, use your cPanel credentials, not those for your LWS client area.

Full documentation: Log in to the cPanel control panel

Because they are two different product lines.

The LWS Perso, Starter, or Performance plans use LWS Panel and do not provide access to cPanel. To have cPanel, you must use a plan from the cPanel range or perform a suitable plan change.

No. The LWS client account and the cPanel account use separate logins.

You can change the cPanel password from the management of your plan in the LWS client area. You will then be able to log in directly to cPanel with the new credentials.

The main folder used to publish the site associated with the main domain is generally public_html.

If you add other domains, each one can use its own directory. So always check the document root associated with the domain before transferring files there. During a migration from LWS Panel to cPanel, files from the old htdocs directory must in particular be moved back into the appropriate cPanel directory.

Use the FTP settings provided with your cPanel plan. You can also create additional FTP accounts and restrict each one to a specific directory.

If the domain does not yet point to cPanel, use the server name or the information shown in cPanel so as not to depend on the domain's DNS resolution.

Full documentation: FTP settings required for cPanel

Yes. cPanel allows you to add additional domains, each of which can use its own directory and its own website.

The number of domains you can actually use depends on your plan and the available resources. Each additional site shares the resources of the same cPanel account.

Full documentation: Create an additional domain in cPanel

Yes, within the limits provided by your plan. Use the MySQL databases tool to create the database and its user, then assign that user the necessary privileges.

phpMyAdmin is then used to manage the tables and the contents of the database; it is not intended to replace cPanel’s database and user creation tool.

Yes. Unlike standard LWS Panel hosting, cPanel includes a Remote MySQL tool that allows you to authorize an IP address, an IPv6 address, or a hostname to access your databases.

Only authorize systems that really need this access so as not to expose your database unnecessarily.

Full documentation: Access a database remotely on cPanel

Yes, cPanel hosting plans include features that allow different languages and environments to be run, including Python and Node.js. Ruby and Perl are also among the technologies offered.

However, please keep in mind that this is shared hosting. For an application requiring long-running, resource-intensive processes, a specific system configuration, or a lot of resources, a VPS may be more suitable.

No. The current documentation indicates that SSH access is available starting with the cPanel L plan. cPanel also has a Terminal accessible from its interface for compatible plans.

Additional documentation: Connect to cPanel via SSH

cPanel offers a PHP selector allowing you to choose the version used and enable certain compatible extensions. Settings such as the maximum upload size or execution time can also be configured within the limits of the plan.

If multiple domains use the same hosting account, cPanel also allows, in some cases, different PHP versions to be set according to the sites.

cPanel plans include a Let’s Encrypt certificate for compatible domains and subdomains. The domain must correctly point to the hosting service so that the certificate can be issued and used.

Full documentation: Enable a Let’s Encrypt SSL certificate on cPanel

Use cPanel’s resource monitoring tool. It helps identify periods when your account reaches its CPU, memory, process, or concurrent connection limits.

If the overages are recurring, first look for a particularly resource-intensive application, extension, or task before automatically changing plans.

Full documentation: Resource usage and concurrent connections on cPanel

cPanel has a Firewall tool that can notably be used to control or allow certain IP addresses and certain remote accesses.

If the problem occurs only from your Internet connection but the service works from another network, a block on your IP is indeed a possibility to check.

Yes. cPanel plans benefit from automatic daily backups covering Web files, MySQL databases, and emails.

With the free basic level, backups can be restored самостоятельно up to about one month, depending on the available restore points. The Business Option extends self-service restoration up to three months. For certain older or more complex needs, managed services intervention may be required.

Full documentation: Backup policy for cPanel hosting

Yes, if you perform a full restore: the affected files and data are replaced with their state at the date of the backup.

When possible, prefer a targeted restore of the file, directory, or data actually needed in order to avoid overwriting more recent changes.

Full documentation: Restore your data on cPanel

The code gives a first indication:

• 403: access to the resource is denied;
• 404: the requested file or address does not exist at the expected location;
• 500: an internal error prevents the server from correctly executing the request.

Start by checking the Apache and PHP logs in cPanel, then verify recent changes, the .htaccess file, permissions, and the application configuration.

Full documentation: View Apache and PHP logs on cPanel

At LWS, Plesk is the control panel associated with Windows ASP.NET hosting plans. It allows you to manage websites, files, domains, databases, SSL certificates, and other hosting features.

Choose this environment especially when your application requires Windows technologies such as ASP.NET or Microsoft SQL Server. For a standard PHP or WordPress website, a Linux LWS Panel or cPanel hosting plan is generally more suitable.

From your LWS customer area, open the Windows hosting management, then click Access Plesk.

Auto-login works as long as the Plesk login details are synchronized with those originally provided. If you have changed the password directly in Plesk, the interface may ask you to enter it manually. If you forget it, you can reset it from the LWS Panel.

Full documentation: Access the Plesk panel with LWS hosting

This error generally indicates that FTP authentication failed. Check the FTP account used and its password. You can change the password directly from the FTP Access section of Plesk.

If you have multiple FTP accounts, also make sure you are using the one that provides access to the correct website directory.

Yes, within the limits of your plan. Plesk allows you to add domains or subdomains and assign separate directories to them.

Before adding an external domain, also make sure that its DNS points correctly directs visitors to the Plesk hosting.

Windows Plesk offerings allow the use of MySQL and Microsoft SQL Server. The number of databases and their maximum size depend on the plan subscribed to.

This is notably one of the important differences from standard Linux hosting when your application requires Microsoft SQL Server.

The maximum size of a database depends on the Plesk plan. Current quotas range from smaller limits on ASP Perso to higher limits on ASP Performance.

Before changing plans, check whether the database contains temporary data, logs, or unnecessary records that can be cleaned up. For SQL Server, LWS also provides dedicated help for reducing the size of a database.

Full documentation: Limits and quotas for Plesk hosting

Yes. Plesk allows you to select the PHP version used by a compatible site.

As with other environments, make sure your application supports the new version before changing it. An incompatible PHP version can cause a 500 error or prevent certain site functions from working.

Full documentation: Change the PHP version on Plesk

Plesk allows you to install a Let’s Encrypt certificate for free. The domain must correctly point to the hosting before the certificate is generated.

Certificate renewal is automatic as long as the domain remains correctly configured. You can then enable HTTP to HTTPS redirection.

Full documentation: Install a Let’s Encrypt SSL/TLS certificate on Plesk

It is important to distinguish between the data.

Web files and emails are backed up automatically on the LWS side. However, MySQL databases on a Plesk hosting plan are not automatically backed up by LWS. Backing them up is your responsibility.

Plesk has its own backup manager, allowing you to back up your files and databases manually or automatically. It is strongly recommended to schedule these backups, especially for MySQL databases.

Full documentation: Backup policy for Plesk hosting plans

Yes. Backups created with the native Plesk manager are stored on the hosting space and therefore consume part of the available quota.

Regularly download important backups to external storage and delete archives that are no longer needed so as not to saturate your hosting.

No. The current policy indicates that the MySQL databases of Plesk hosting plans are not included in LWS automatic backups.

If no backup has been created with Plesk or kept elsewhere, LWS therefore does not have a server backup that can be used to restore this database. That is why regular backups of Plesk databases are essential.

LWS automatic file backups cannot be restored directly in self-service from Plesk. Restoring from these server backups requires managed services intervention.

If you created a backup yourself using the Plesk manager, you can however use the Plesk restore functions provided for this purpose.

A 500 error indicates that an internal error is preventing IIS or the application from processing the request correctly.

Start by consulting the logs and the tracking of failed requests. Also check recent changes in web.config, the PHP or ASP.NET version used, and the application settings. A syntax error or a duplicated section in web.config can in particular cause a 500 error.

Complete documentation: 500 Error on Plesk Windows

On Plesk Windows, a 503 error can notably come from the IIS application pool associated with the site.

Plesk allows you to recycle the application pool, which restarts its operation without needing to modify the site. If the error returns regularly, you must then look for the cause in the application or its resource usage.

Full documentation: Resolve a 503 error on a Plesk hosting

Yes, a free migration is offered for certain new LWS hosting plans ordered less than 30 days ago and for websites meeting the required conditions.

It covers several common CMSs in particular and may include the files, the database, and certain email inboxes. Limits on the number of websites, email accounts, volume, and technologies apply depending on the plan. Python, Ruby, Django, Node.js applications, certain frameworks, and WordPress.com are notably not supported by this free migration.

Full documentation: Have my website migrated for free at LWS

Yes, and it is even recommended.

During a migration handled by LWS, the site must be checked on the new hosting before the final DNS change. Test the pages, forms, connection to the administration panel, and the main features before pointing the domain to the new hosting.

This makes it possible to correct any potential issue without immediately interrupting the site, which is still in production with the former provider.

Back up at least:

• the files of all sites;
• all databases;
• the emails you want to keep;
• useful information about additional domains and subdomains.

LWS Panel and cPanel use different structures: for example, the main site moves from the htdocs environment in LWS Panel to public_html on cPanel. Restoration is therefore a real migration, not just a change of interface.

Full documentation: Migrate a site from LWS Panel to cPanel

No. The additional domains present on the old hosting are not automatically recreated on cPanel.

You must add the necessary domains in cPanel and then restore each site in the directory associated with it.

So remember to make a list of all domains, subdomains, sites, databases, and email accounts before the change.

Yes, depending on the type of change made. Moving from one environment to another, for example from LWS Panel to cPanel, requires transferring the data to a new hosting structure.

Always make the necessary backups before confirming the change. The information displayed when modifying the plan also indicates when a backup is required.

Yes. A change to a VPS is possible, but it is no longer just a quota change: you are moving to a different server environment.

The current plan change procedure предусматриes a migration carried out by an LWS technician in this case, with a managed service and a delay that can reach 72 hours after the request. If you wish to carry out the migration yourself, it is preferable to order the VPS separately before moving the data.

Additional documentation: Migrating from shared hosting to a VPS

The procedure depends on the service that manages your emails.

With LWS Panel, open your domain management then the Email addresses > Emails section. You can create a real mailbox with its own password and storage space. A standard mailbox included with the relevant offers currently has 2 GB of storage. (aide.lws.fr)

With cPanel, creation is done in Email Accounts. The quotas and management are then those of your cPanel plan.

Complete documentation:

• Create a mailbox with LWS Panel
• Create an email address in cPanel

A mailbox has its own password, storage space, and can be accessed from Roundcube or software such as Outlook.

A simple forwarding does not have an inbox: it receives a message and automatically forwards it to another address. An alias is another address associated with an existing mailbox: messages received on the alias arrive in the main mailbox.

If you simply want to receive contact@mondomaine.fr in a Gmail address without keeping a mailbox at LWS, forwarding is sufficient. If you want to check and send messages with contact@mondomaine.fr, create a real mailbox.

Complete documentation: Which email forwarding should you choose?

No, the old password cannot be displayed or retrieved. However, you can set a new password from the email address management page.

You do not need to know the old password to change it from the LWS Panel. After making the change, remember to enter the new password on all devices, software, websites or applications that use this address.

The password for an email address is different from that of your LWS client area.

Full documentation: Change the password of an email address

If you are able to connect to Webmail with the new password, this confirms that the mailbox password is correct.

The software or phone is probably still using the old password. Update the account settings on each device using this address, and don’t forget the outgoing SMTP server if the application stores its credentials separately.

Yes, but deleting a real mailbox also deletes its contents. So back up any messages you want to keep before deleting the address.

If your goal is simply to temporarily prevent use of the mailbox, restricting access may be more appropriate than permanently deleting it.

Full documentation: Delete an email address in the LWS Panel

Yes. In some cases, LWS allows the new addresses to be prepared before the domain transfer is complete.

However, creating the mailbox is not enough to receive messages: the domain’s DNS records, especially the MX records, must also point to the LWS mail service. As long as the former provider is still managing the DNS zone, the necessary changes must be made in that zone.

Messages stored with the former provider are not automatically copied during the domain transfer.

Full documentation: Create an email address during the transfer of a domain to LWS

Yes, notably with a Mail Pro service or when an LWS mail service is associated with your configuration.

You then need to point the required DNS records to the LWS mail servers. You can keep the website and domain with another provider while still using LWS email, provided that the DNS zone is correctly configured.

Full documentation: Link your domain name to your LWS mail service

The number of available addresses depends on your plan and the mail service used. The number of addresses already created and still available is displayed in the administration of your mail service.

If you have reached the limit, depending on your situation, you can upgrade to a hosting plan that includes more addresses or order additional Mail Pro addresses.

Full documentation: Increase the number of email addresses in my plan

On standard services managed with the LWS Panel, an included mailbox currently has 2 GB (1 GB for domain plans) and can contain up to 30,000 messages.

Mail Pro offers higher capacities, including 10, 20, 50, 100 and 200 GB mailboxes and up to 150,000 messages per mailbox.

cPanel quotas are managed separately from cPanel.

Full documentation: Email service quotas and limits

Start by checking whether you can delete or archive old and large messages. Also consider emptying the trash: the messages it contains still take up space.

If the standard capacity really is no longer sufficient, you can assign a Mail Pro plan to the mailbox concerned. The quota change can be made without deleting the address or its messages, provided that you have a corresponding Mail Pro quota.

Full documentation: Modify the quota of an email address

When a mailbox has reached its quota, certain standard operations can fail because deleting messages normally moves them to the trash.

In Roundcube, you can perform a permanent deletion of unnecessary messages to free up space immediately. After cleaning up, also remember to check the trash and folders containing large attachments.

Full documentation: Delete emails when the mailbox is full

The limits depend on the type of service used.

For a standard LWS Panel mailbox, the current quotas notably provide for a maximum number of sends per hour, per day, and per domain. Mail Pro has higher limits. The values may also be different on cPanel.

These limits are intended to protect the reputation of the mail service and must not be bypassed by artificially splitting a bulk send across multiple mailboxes.

Full documentation: Email quotas and limits

On the standard LWS Panel service, the currently documented limit is 25 recipients per message, counting the To, Cc and Bcc fields. Mail Pro currently allows up to 50 recipients per message.

If you need to regularly write to a larger group, a mailing list or a specialized campaign sending service is more suitable than adding dozens of addresses in a single message.

The limit depends on your email service. The standard offers currently documented accept up to 100 MB, while some Mail Pro offers go up to 150 MB.

Keep in mind, however, that the recipient's server may apply a much lower limit. For a very large file, it is often preferable to send a download link rather than the attachment itself.

If you want to create an address that does not have its own inbox, use a simple forwarding from your panel.

If the mailbox already exists and you want to keep checking it while forwarding new messages, instead configure a forwarding filter from Roundcube. This method makes it possible in particular to keep a copy in the original mailbox.

Full documentation: Which email forwarding should you choose?

Yes. Use a real mailbox, then create a forwarding from Roundcube with the action allowing you to send a copy to the recipient.

A simple forwarding created directly from the LWS Panel does not keep a copy since it has no inbox.

Full documentation: Forward emails from Roundcube

Yes. A Roundcube filter can currently send messages to multiple addresses and allows up to four destinations.

For a larger group or one whose members change regularly, use a mailing list instead.

An alias is another address attached to an already existing mailbox. For example, commercial@mondomaine.fr can be an alias of contact@mondomaine.fr: both addresses then arrive in the same mailbox.

A forwarding rule sends messages to another address, which may be hosted elsewhere, for example Gmail or Outlook.

The catch-all allows messages sent to any nonexistent address in your domain to be received in a designated mailbox.

This can help prevent losing a message because of a typo, but this feature also collects many messages sent automatically to invented addresses. It can therefore greatly increase spam and fill up the destination mailbox more quickly.

Full documentation: Activate catch-all on the LWS mail service

Yes. A mailing list allows you to use a shared address and forward messages to several members.

It is suitable for a team, an association, or a working group. On LWS Panel, a list can currently contain up to 100 addresses.

Full documentation: Manage mailing lists with LWS Panel

Use the Roundcube webmail. Log in with your full email address and the password specific to this mailbox.

Roundcube lets you read, compose, and organize messages from a browser, as well as manage folders, signatures, filters, automatic replies, and contacts.

For cPanel, Roundcube is also available, but access can be made from the cPanel interface or the corresponding Webmail address.

Full documentation: Access Roundcube Webmail

First, verify that you are using the full e-mail address as the username and the mailbox password, not the password for your LWS customer area.

Then test whether the address still exists and whether the service it is attached to is active. If you have forgotten its password, set a new one from your customer area.

If several mailboxes and several devices suddenly become inaccessible from the same Internet connection, also check whether your IP address has been temporarily blocked.

Roundcube allows you to create a text or HTML signature, optionally with an image, from the settings of the identity used to send messages.

Full documentation: Add a signature in Roundcube

Create an auto-responder from Roundcube filters. You can define the message that will be automatically sent to people who write to you during your absence.

Full documentation: Create an auto-responder in Roundcube

First, create the desired folder, then add a Roundcube filter with the appropriate conditions: sender, recipient, subject, or another criterion.

The next messages matching this rule can then be automatically moved to this folder.

Not necessarily. A folder can exist while no longer being displayed in the main list.

Check in Roundcube settings that the folders concerned are properly subscribed or enabled for display.

Yes, on compatible services. Two-factor authentication adds a second verification step after the password when logging into Webmail.

It protects access to Roundcube, but does not necessarily replace the password used by Outlook, Thunderbird, or other IMAP/SMTP software.

Complete documentation: Enable two-factor authentication on an LWS email account

Yes, compatible services allow the use of CardDAV for contacts and CalDAV for calendars.

The knowledge base provides specific procedures for Roundcube, Thunderbird, iPhone/iPad, Android, and certain uses with Outlook.

Full guides: LWS contacts and calendars

You must know your full email address, its password, and the incoming and outgoing server settings corresponding to your service.

In most LWS configurations, secure connections use:

• IMAP: port 993;
• POP: port 995;
• SMTP: port 465 with SSL/TLS.

The exact server must be checked from your customer area, especially if you use cPanel or a specific configuration.

Full documentation: Find the IMAP, POP and SMTP settings

When your configuration allows it, using mail.yourdomain.fr is generally more convenient: if LWS changes your mail service, you do not necessarily have to modify all your software.

A specific name such as mailXX.lwspanel.com can however be useful for diagnosing a problem or when the domain does not correctly point to the mail service.

Full documentation: Which mail server should you use?

In most cases, choose IMAP. Messages remain on the server and actions are synchronized across your devices: computer, phone, and webmail.

POP instead downloads messages to a single device. It can be useful for locally archiving large volumes of messages, but it is less suitable if you use multiple devices and may cause messages to disappear from the server depending on its configuration.

Full documentation: Choose between POP and IMAP

First, verify that both devices use IMAP.

If one of the devices is configured in POP, it may download messages locally and possibly delete them from the server. The other devices will then not necessarily find the same messages or folders.

The classic versions of Outlook 2019, 2021, 2024, and Microsoft 365 use a very similar procedure. For most users, LWS recommends a manual IMAP configuration with the settings provided in the customer area.

Full documentation: Set up an LWS email address in Outlook

No. New Outlook, which is gradually replacing the Windows Mail app, among others, uses a different interface and works differently from classic Outlook.

Complete documentation: Set up an LWS email address in the new Outloo

First check the same address from Roundcube. If Webmail works and the IMAP/SMTP settings are correct but New Outlook still refuses to connect, the issue may be related to how the Microsoft service operates.

The new Outlook may make certain connections from IP addresses used by Microsoft’s infrastructure. These IPs are shared and may sometimes have been used inappropriately and then blocked by LWS security systems. In this situation, you may not necessarily be able to unblock the IP yourself, since the connection does not come directly from your Internet access.

Open a support ticket from the Support section of your LWS customer area. An agent can analyze the connections and remove the blocking concerned if necessary.

Use IMAP whenever possible, your full email address as the username, and the server settings indicated in your customer area.

Thunderbird can automatically detect part of the configuration, but it is preferable to compare the values offered with those provided by LWS before validating.

Full documentation: Configure Thunderbird

You can use the macOS Mail application with manual configuration or, for some LWS Panel services, use the automatic configuration offered from Roundcube.

Manual configuration remains compatible with the different LWS services: LWS Panel, Mail Pro, Plesk and cPanel.

Full documentation: Configure an email address in Mail on macOS

You can use a manual IMAP/SMTP configuration. For compatible addresses managed with LWS Panel, Roundcube also allows you to generate a QR Code to make it easier to install the Apple configuration.

Full documentation : Configure an LWS address on iPhone or iPad

You can add your LWS address in the Gmail app or in another compatible email app by choosing an Other or IMAP type configuration.

Use your full email address as the username and the IMAP/SMTP servers indicated in your customer area.

Full documentation: Configure an LWS email address on Android

Yes. Gmail can fetch messages from your LWS address and can also be configured to send messages using your LWS address via SMTP.

Be careful not to confuse this method with a simple forwarding rule: with forwarding, messages are only transferred to Gmail, whereas adding an account also allows you to configure sending with your professional address.

Full documentation: Receive emails from your LWS address in Gmail

If receiving works, the mailbox and incoming server are probably configured correctly. Then check the SMTP settings: server, port, encryption, username, and password.

SMTP authentication must be entered even when the software says it is optional. Use your full email address as the username.

If the settings are correct, then check whether the address or SMTP service is not suspended or whether your IP is not blocked.

Start by sending a test message from an external address.

If nothing arrives, check that the mailbox is not full or suspended, then check the mail tracking. Also verify that your domain's MX records are correctly directing messages to the LWS mail service. An incorrect MX is a common cause of an address that can send but receives nothing.

If the domain has just been configured or moved, take the DNS propagation delay into account.

Use the Email Tracking tool in the LWS Panel. It allows you to search for messages processed by the service and identify their status or any possible error.

If the message appears in the tracking, use its status to understand what happened.

If it does not appear at all in the tracking, this generally means that the LWS server did not receive the message. The problem must then be investigated on the sender side or in the DNS routing before it reaches LWS.

Check mail tracking to verify whether the message was accepted, delivered, or rejected, and to read the code returned by the recipient server. cPanel also has a specific tracking tool that lets you view the result of sent messages.

A delivery status on the LWS side does not guarantee that the message will appear in the inbox: the recipient may still classify it as spam according to their own rules.

This is a non-delivery message indicating that your email could not be delivered normally.

The bounce text generally contains a SMTP code and an explanation: nonexistent address, full mailbox, anti-spam rejection, quota exceeded, unavailable server, etc. Check the mail tracking and search for the code indicated in the help base before resending the same message several times.

Complete documentation: Understanding the main email error codes

Spam classification depends on several factors: message content, the reputation of the sending address or IP, sending volume, recipient behavior, and domain authentication.

In particular, check that SPF, DKIM and DMARC match the service used to send the messages. These DNS settings are covered in the Domain names and DNS category. A recipient server may also temporarily reject certain messages even if the LWS service is working correctly.

For professional sends that are sensitive to reputation, a dedicated IP can be considered.

The standard mail service is subject to sending limits per hour, per day, and by number of recipients. These limits are not intended to be bypassed in order to send very large campaigns.

For a limited group, a mailing list may be suitable. For major marketing campaigns, use instead a service specialized in email marketing, which handles in particular unsubscribes, sending reputation, and large volumes.

An LWS address that has not had any login for checking email for 90 days may be considered inactive and suspended. LWS sends notifications before and at the time of suspension.

You can reactivate it from the email administration panel using the unblock action. Reactivation generally takes a few minutes.

If the address is used only to forward messages, it is better to use a real redirection rather than a mailbox that no one checks.

Full documentation: Why can an LWS email address be suspended for inactivity?

Immediately change the password for the affected mailbox and set the new password only on trusted devices and applications.

Then check the sending history and look for the source: infected computer, compromised password, website, unsecured form, script, or application using the SMTP account. Do not just ask for reactivation, as the service may be suspended again as long as the cause has not been fixed.

Full documentation: Understand and resolve an SMTP block for Mail Abuse

LWS may suspend sending when abnormal activity or activity assimilated to spam is detected in order to protect the reputation of the mail servers.

Common causes include a compromised account, excessive sending, a hijacked site or form, or messages generated by an application whose content is strongly identified as spam. The Mail Abuse tool makes it possible to see the mailboxes concerned and consult the history before requesting the lifting of the block.

Start by identifying the reason for the block. An IP address may be blocked after repeated failed logins, suspicious activity, or abusive sending.

On the relevant services, the Web and Mail IP Blacklist tool lets you check your IP and then request its unblocking. The current documentation indicates a usual delay of 5 to 10 minutes and limits the number of automatic requests, hence the importance of correcting the cause before trying again.

Full documentation: Unblock an IP address on the LWS mail service

Check the access logs of the mail service. They indicate, in particular, the date, the email address concerned, the IP address, the protocol used, and whether the connection succeeded or failed.

If you notice an IP, a country, or activity that you do not recognize, immediately change the password and check all devices and applications that use this address.

Complete documentation: View the access and connection logs for the mail service

Yes. On compatible addresses managed with the LWS Panel, you can separately block the POP, IMAP, SMTP protocols or even Webmail access.

For example, if a mailbox is only meant to be checked in Roundcube, you can disable POP, IMAP, and SMTP to prevent it from being used from an external email client. Be careful not to block a protocol that you are still using.

Full documentation: Block POP, IMAP or SMTP for an email address

Yes, for compatible services. LWS offers a geographical restriction allowing connections to be limited according to authorized countries.

This protection can be useful if the address is always used from a known geographic area, but it must be configured with caution if you travel or use services whose connections pass through other countries. The current knowledge base groups this possibility with 2FA and protocol restrictions.

A standard address is included with certain domain or hosting plans. Mail Pro is an add-on service that notably provides more storage, a higher number of messages, and additional professional options.

Mail Pro offers notably 10, 20, 50, 100 or 200 GB per mailbox and up to 150,000 messages, compared with 2 GB and 30,000 messages for standard LWS Panel mailboxes.

Mail Pro can also be used with a domain registered with another provider.

Not necessarily. Two solutions are possible: switch to a hosting plan that offers more standard mailboxes or order additional Mail Pro addresses.

Mail Pro is particularly relevant if you need a few extra addresses or more storage on certain mailboxes only.

Full documentation: Increase the number of email addresses in my plan

Yes, if you have an available Mail Pro quota. You can assign the new quota to the existing address from its management, without having to delete and then recreate the mailbox.

The mailbox thus retains its address and content while benefiting from the features corresponding to the chosen Mail Pro plan.

Complete documentation: Migrate between Mail Standard and Mail Pro

Yes, provided that the standard service still has an available address and enough space to accommodate the contents of the mailbox.

You must also return below the standard mailbox limits. If the mailbox contains more messages or data than the standard quota allows, start by cleaning it up or archiving its contents.

With a shared SMTP server, several clients use the same sending IP. A dedicated IP reserves an IP address for your own service so that its reputation depends mainly on your own sends.

This option can be useful when deliverability is important and you want better control over your sender reputation. If your DNS zone is not managed by the LWS Panel, manual DNS configuration is required.

Full documentation: Use a dedicated IP for the mail service

Yes. Mail Pro offers in Roundcube a feature that allows you to schedule certain recurring sends. It can, for example, be used for reminders or regular messages.

Full documentation: Send recurring emails with Mail Pro

The purchase of a Mail Pro quota does not automatically assign it to an existing email address.

After the order, the new Mail Pro quota is available on your account. You must then open the management of your email addresses, select the relevant mailbox, and change its quota to assign it the Mail Pro quota recently purchased.

For example, if your address still shows a capacity of 2 GB after purchasing a Mail Pro offer, this does not mean that your order failed: the additional quota is simply awaiting assignment.

Once the Mail Pro quota has been assigned to the mailbox, its address, password, and the messages already present are preserved.

Full documentation: Change the quota of a Pro email address

Use ImapCopy when the old and new mailbox are accessible via IMAP.

The tool copies folders and messages from the old server to the LWS mailbox. You must have the login details for both mailboxes. Creating the domain or the new email address never automatically transfers the old messages.

Full documentation: Use ImapCopy to transfer a mailbox to LWS

Yes. Emails hosted on the relevant services are included in the LWS backup system.

However, the fact that messages are backed up does not necessarily mean that their restoration is included free of charge in your plan.

The ability to restore a mailbox yourself or request its restoration depends on the service used and the options associated with your account, notably certain Support options or Mail Pro offers.

If your plan does not include the necessary restoration, a managed service intervention may be required to recover the messages from an available backup.

Before any restoration, also check the available backup date to make sure it corresponds to the period containing the messages you want to recover.

Full documentation: Email backup policy

From Roundcube, you can download one or more messages in .eml format. Multiple selected messages can be grouped into a ZIP archive.

To back up a large mailbox, software such as Thunderbird or Outlook may be more convenient in order to keep a local archive.

Full documentation: Back up emails from Webmail

No. With POP, messages can be downloaded to your computer and then deleted from the server depending on the software configuration.

In this case, messages that no longer exist on the LWS server cannot be recovered from a later server backup. Therefore, also back up the local data on your computer if you use POP to archive your email.

Start by checking the mailbox trash and the other folders, then see whether an LWS backup corresponding to an earlier date is available for your service.

A restore puts the data back into the state it was in on the backup date. To avoid overwriting more recent messages or making the situation worse, check the appropriate procedure before starting the restore.

The choice mainly depends on the type of site you want to create and the level of customization you need.

SiteBuilder Pro is suitable if you are just starting out and want to build your site visually with drag and drop, without having to manage a CMS, extensions, or updates.

WordPress is suitable for most projects: showcase website, blog, portfolio, association website, or online store with WooCommerce. It is more flexible than SiteBuilder Pro thanks to its many themes and extensions.

PrestaShop is specialized in online commerce. It is particularly suitable when the store is at the heart of the project and requires advanced management of the catalog, orders, carriers, taxes, or promotions.

Additional documentation: Choosing the platform for your website project

If you want to create a website without learning how a CMS works, SiteBuilder Pro is generally the most accessible solution. You choose a template and then edit the text, images, pages, and other elements directly in a visual editor.

WordPress remains accessible to a beginner but requires gradually understanding themes, plugins, menus, pages, and updates.

For an online store, SiteBuilder Pro may be enough for a simple project, while WooCommerce or PrestaShop offer more possibilities when the project becomes more complex.

With SiteBuilder Pro, the website builder and hosting are closely linked. You build the pages from the LWS editor and then publish them.

With WordPress, the CMS is installed on your hosting. You then manage the site directly from its own dashboard and can freely add many themes or extensions.

SiteBuilder Pro is therefore generally easier to get started with, while WordPress offers greater customization and scalability.

WooCommerce is a WordPress plugin. It is particularly suitable if you want both a content site and a shop, or if you are already comfortable with WordPress.

PrestaShop is designed specifically for e-commerce and natively includes many shop management features.

For a small shop or a project where editorial content is important, WooCommerce is often simpler. For a shop with a large catalog or more advanced e-commerce needs, PrestaShop may be more appropriate. 

LWS support can help you diagnose a technical problem related to your hosting, your website, or its operation and guide you toward the right solution.

However, support does not perform the regular work of a webmaster: creating pages, choosing the design, writing content, or custom development.

Certain specific technical operations may be offered as managed services, for example a CMS migration, a WordPress update, a domain change, or certain restorations.

On hosting using LWS Panel, use the Auto-installer. Select WordPress, choose the domain on which to install it, then enter the desired address, the administrator account, and any suggested themes or extensions.

Once the installation is complete, the information needed to access the site is sent to the address provided during installation.

Complete documentation: Install WordPress with the LWS Auto-installer

The LWS Auto-installer offers several WordPress installations adapted to different needs.

If you want to start with a classic WordPress and choose your themes and plugins yourself, select Standard WordPress.

Other variants allow you to prepare your site directly for a specific use, including:

• WordPress + WooCommerce to create an online store;
• WordPress + Elementor to have the Elementor page builder directly available;
• WordPress + LWS AI to benefit from the creation and assistance features based on artificial intelligence offered by LWS.

These variants are still WordPress installations: you will then be able to add, remove, or configure your plugins according to your site’s needs.

If you are not sure which one to choose, Standard WordPress remains the most neutral choice. You will always be able to add WooCommerce, Elementor, or other plugins later on.

The old variants based on Divi / Elegant Themes are no longer offered in the LWS Auto-installer.

WordPress administration is generally accessible at the following address:

https://votredomaine.fr/wp-admin

Use the WordPress administrator account username and password. These credentials are independent from those used to access your LWS client area.

On plans compatible with WP Manager, you can also use the auto-login offered from the LWS Panel. It is especially useful when you manage several sites or have forgotten your username.

On the WordPress login page, first click Forgot password? then enter the username or email address of your administrator account.

If you do not receive the recovery message or no longer have access to that address, other methods are available through the hosting, notably via the database.

Full documentation: Reset your WordPress password

Each WordPress installation has its own administration and generally its own users.

First check the site's domain or subdomain, then use its /wp-admin address. With WP Manager, the WordPress installations detected on the hosting are listed separately, and you can access the one you want to manage.

First, check that the page is indeed published and that it is not saved only as a draft or set to private.

A published page is not necessarily added automatically to the navigation menu. Depending on the theme or editor used, you must also add it to the menu or to the site navigation structure. 

The overall appearance depends mainly on the WordPress theme used. You can view, install, and activate themes from the Appearance section of the administration area.

Some sites also use a page builder such as Elementor or Divi. In this case, part of the layout is managed directly by that builder rather than by WordPress's standard tools.

Before replacing a theme on an already built site, make a backup and check the compatibility of your content and plugins with the new theme.

WordPress uses extensions, also called plugins, to add functionality: contact form, WooCommerce store, SEO, security, cache, booking, gallery, etc.

From the WordPress admin area, open Extensions > Add New, search for the one you are interested in, then install and activate it.

However, avoid installing several extensions that perform the same function. Too many extensions, or a poorly developed extension, can slow down the site or cause incompatibilities.

Yes. Install the WooCommerce extension on your existing WordPress site.

You can then create your products, manage orders, payment methods, shipping, and other store settings.

If you know from the start that the site will be a store, the LWS Auto-Installer also offers a WordPress + WooCommerce installation.

If your plan includes WP Manager, use its WordPress instance deletion feature preferably.

Deletion removes the site files as well as the database used by this WordPress installation. It therefore allows you to cleanly remove the CMS before starting again with a new installation or another site-building solution.

Before confirming the operation, back up the files and the database if you think you may need the site later.

Avoid manually deleting a few random WordPress folders: it is easy to leave part of the installation behind or delete files that belong to another site when multiple sites share the same hosting.

Full documentation: Delete a WordPress site with WP Manager

Yes. Updates fix bugs, improve compatibility, and can patch security vulnerabilities.

Before a major update, especially one to the WordPress core, a major theme, or an essential plugin, make a backup of the site and its database. Also check compatibility with your PHP version.

Full documentation: Update a WordPress site

You can use the backups offered by your hosting plan, perform a manual backup or, on compatible plans, create a Snapshot from WP Manager.

The Snapshot lets you back up the files, the database or both before making a change, then restore that state if needed. It complements the automatic backups provided by the hosting service.

Full documentation: Back up and restore WordPress with WP Manager

Yes. WP Manager notably allows you to clone a site or create a staging version depending on the features available with your plan. This makes it possible to test an update, a theme, or an important change without working directly on the site used by your visitors.

To prevent a test copy from being indexed by Google, remember to disable its indexing.

Start by updating WordPress, plugins, and the theme, then check that you are using an appropriate PHP version.

Then enable a caching system, optimize images, and avoid unnecessary or particularly heavy plugins. LWS also offers dedicated tools such as LWS Optimize and the analysis features of WP Manager.

If the slowness persists, also check the resource usage of your hosting account to determine whether the problem really comes from WordPress or from the limits of the plan.

If the problem appeared immediately after installing or updating a plugin, that plugin is a likely cause.

Deactivate it if you can still access the administration area. If the WordPress admin area itself is inaccessible, it is possible to temporarily deactivate the plugin from the site files.

If the problem disappears after deactivation, check that a compatible version exists before reactivating it. 

WordPress can no longer communicate with the MySQL database containing the site's content and settings.

The cause may be an incorrect database username or password in wp-config.php, an inaccessible database, or an issue related to MySQL resources.

Do not rerun a WordPress installation over the existing site. First check the database connection and the information in wp-config.php.

Full documentation: Error when connecting to the database on WordPress

This can happen when WordPress can no longer temporarily access its database and behaves as if it had not yet been configured.

Do not fill out the installation wizard again. Instead, check the connection to the MySQL database and any quotas or errors encountered by the site. 

You can use a maintenance extension to display a temporary page to visitors while you modify the site.

The current LWS procedure uses the Maintenance extension and also makes it possible to activate the HTTP 503 code from its SEO settings. When you are logged in to WordPress, the extension may continue to show you the real site: so check the result in a private browsing window or after logging out.

Full documentation: Put WordPress into maintenance mode

To obtain more reliable sending, configure WordPress so that it uses a real email address via SMTP rather than the default PHP mail function.

Install an SMTP plugin, then use the settings for your LWS email address. The address used as the sender must match the address that authenticates on the SMTP server.

Then use the plugin’s test function to verify that the server correctly accepts the sending.

Full documentation: Configure SMTP email sending on WordPress

Yes. A WordPress site created locally with a tool such as WAMP can be moved to LWS hosting.

The migration consists of transferring the files and the database, then adapting the URLs and WordPress configuration to the domain used online.

Extensions such as All-in-One WP Migration or Duplicator can also simplify certain transfers.

Full documentation: Put a WordPress site created on your computer online

Yes, but changing the domain also requires adjusting the URLs used by WordPress and sometimes those stored in the database.

Make a full backup before proceeding. A migration or a poorly performed change can cause redirects to the old domain or make certain images and pages inaccessible.

A managed hosting service is also available for certain CMS domain changes.

On a compatible hosting plan, use the LWS Auto-installer, then select PrestaShop.

The Auto-installer currently offers PrestaShop 9, which is the version used for new installations.

Then choose the domain or subdomain on which to install your store, as well as the desired directory if you do not want to install it directly at the root of the domain. Also fill in the requested information to create your administrator account.

The Auto-installer then takes care of creating the files and database required for PrestaShop to function.

Once the installation is complete, carefully keep the administration address and your store login details: the PrestaShop back-office address uses a custom administration directory.

Full documentation: Install PrestaShop with the LWS Auto-installer

The address of the PrestaShop administration uses a admin directory whose name is generally customized during installation for security reasons.

If you no longer know this address, look for the directory starting with admin in the installation files or use the PrestaShop Manager when it is available for your plan. 

On the administration login page, first use Forgot password then enter the email address of your administrator account.

If this method no longer works, a more technical procedure allows you to change the password directly from the database.

Full documentation: Reset the PrestaShop administrator password

Yes. An update can modify the files, the database and the functioning of the modules.

Before any major update, therefore back up the shop's files and its database. Also check the compatibility of your theme and modules with the new version.

A production store contains orders and customer data that can change quickly: avoid launching a major update without having a recent backup.

Start by enabling and checking PrestaShop’s cache functions, then verify the installed modules, image sizes, and the status of the database.

PrestaShop can also store a large volume of statistical data. Cleaning up old statistics can be useful when certain tables become very large. 

Finally, check the hosting resource usage to determine whether the slowdown is caused by the store or by the limits of the hosting plan.

PrestaShop has a Debug mode that displays more information when an error prevents the site or the back office from functioning properly.

Enable it temporarily to identify the error, then disable it once the diagnosis is complete, as the technical information displayed should not remain visible on a production site.

Yes. PrestaShop offers a Multi-Store feature that makes it possible to manage multiple shops from a single back office.

This feature is, however, more complex than a standard installation: shops can share or separate certain products, customers, orders, or settings depending on the chosen configuration.

It is especially suited when there is a real need for centralized management. For two completely independent shops, two separate installations may sometimes be easier to maintain.

PrestaShop can use an LWS address to send order confirmations and other automatic messages via SMTP.

In PrestaShop 9, configure the SMTP settings for your LWS address in the advanced mail settings.

The email address used for SMTP authentication must be the same as the store email address configured in the shop contacts. This match is necessary to comply with the anti-spoofing system applied when sending.

If these two addresses are different, authentication may work but the message may be rejected when sent.

The SMTP settings for your address can be found in the general documentation dedicated to configuring an LWS address.

The Auto-installer prioritizes the versions currently offered by LWS. If the version you are looking for does not appear, a manual installation may be possible provided that it remains compatible with the PHP and MySQL versions available on the hosting account.

Using an older version intentionally, however, involves greater security and compatibility risks.

Only use an older version if an existing theme, module, or project truly requires it.

Open SiteBuilder Pro from your plan management area, then choose the type of site and the template that most closely matches your project.

You can then directly edit the text, images, pages, and other elements in the editor using drag and drop.

For a beginner, it is generally easier to start from an existing template and adapt it than to build all the pages from a blank page.

Yes. Saving a change in the editor does not necessarily mean it is immediately visible on the public site.

After your changes, use the Publish button so that SiteBuilder Pro generates and puts the new version online. 

If you still do not see the change, check the site in a private browsing window to rule out a cache issue.

Yes. If you install SiteBuilder Pro on a Web space that already contains a website, the Web files present on this space are deleted or replaced. (At least the index page)

This applies in particular to a WordPress site, PrestaShop, or a site created manually. You should therefore not install SiteBuilder Pro in the location of an existing site if you want to keep it.

Before installation, make a complete backup of the current site. For a CMS such as WordPress or PrestaShop, back up the files and the database, since both are necessary to restore the site properly.

Email addresses and their messages are not deleted by the installation of SiteBuilder Pro: they are independent of the Web files.

No. Email addresses and messages are independent of the files used by SiteBuilder Pro.

The installation may replace the site's web files, but it does not delete the mailboxes associated with your domain. 

From the menu editor, add a new item and then give it a name. You can create a blank page or reuse the layout of an existing page.

OnePage templates work differently: their menu mainly uses anchors within the same page. If you want to have many independent pages, a classic template is generally more suitable.

Complete documentation: Create a page with SiteBuilder Pro

SiteBuilder Pro works with modules or elements that you move onto the page by drag and drop.

You can add text, images, a gallery, videos, a contact form, a map, or a store, depending on the features available with your plan.

Once the changes are complete, publish the site again.

SiteBuilder Pro allows you to use elements common to several pages, for example a header, a footer, or certain shared blocks.

If an element should appear only on a specific page, check its display settings and use the functions that allow you to limit its presence to that page. 

Yes, but changing the template may require readjusting certain elements already placed on the site.

Before changing the template of a site on which you have already done a lot of work, make a manual backup of the SiteBuilder Pro project so that you can go back if the result does not suit you.

It is important to distinguish the published site from the project present in the editor.

The files of a site that has already been published benefit from hosting backups. However, changes and drafts present only in the SiteBuilder Pro editor are not included in this automatic backup.

To keep your work in the builder, regularly download a backup using the Backup/Restore function in SiteBuilder Pro.

Full documentation: Create a SiteBuilder Pro backup

Yes. SiteBuilder Pro has a tool that allows you to import part of the content and layout of an existing website.

However, the import is limited, and the result depends on the complexity of the original site. The process is notably limited to 50 pages, and certain elements such as forms, galleries, or layouts may require manual corrections.

Always back up the old site before publishing the SiteBuilder Pro version, as publishing replaces the files of the existing site.

Full documentation: Migrate a website to SiteBuilder Pro

First save the project created in the demo environment.

Once your SiteBuilder Pro plan is active, open the editor associated with your real domain, then restore the project backup before publishing it. 

Yes, with the plans including the e-commerce module.

You can add your products, a shopping cart, and the available payment methods from the Commerce features of the editor.

SiteBuilder Pro is especially suitable for a relatively simple store. If you need more advanced e-commerce management, WooCommerce or PrestaShop may be better suited.

The SiteBuilder Pro shop module is intended to manage a shop within the project. It is not designed to create several fully independent shops on different pages with separate catalogs.

If your project requires several distinct shops, PrestaShop MultiShop or several separate installations may be more suitable.

Yes, but it is recommended to check and adapt the display for different screen sizes.

SiteBuilder Pro makes it possible in particular to modify certain elements depending on whether the display is on a computer, tablet or smartphone, to hide an element on one version and to adapt the mobile menu.

Test your site on several screen sizes before its final publication.

Full documentation: Optimizing SiteBuilder Pro for smartphone and tablet

SiteBuilder Pro offers a Custom HTML element that lets you insert HTML code and certain JavaScript scripts into a page.

However, you cannot directly run PHP inside the SiteBuilder Pro editor.

If your project is mainly based on custom PHP development, it is better to use standard web hosting and develop your site outside of SiteBuilder Pro.

Full documentation: Insert HTML code in SiteBuilder Pro

SiteBuilder Pro has a maintenance page that you can activate from the page settings.

Customize it, then publish the site so that it becomes visible to visitors. When your changes are complete, deactivate it and publish the site again.

Full documentation: Put SiteBuilder Pro into maintenance mode

Yes. Putting a site online does not mean it will immediately appear in search engine results.

Google must first discover and then crawl the pages. You can make this easier by using Google Search Console, submitting the site's sitemap, and checking that the site is not blocked by a privacy setting or a robots.txt file.

Even after indexing, no particular position in the results can be guaranteed. Changes to titles or descriptions may also take several days or weeks before being reflected.

Start by using clear titles and descriptions, writing content that is truly useful for your visitors, and properly structuring your pages.

Also optimize the site speed, images, mobile display, and links between your pages.

With SiteBuilder Pro, the main SEO options are directly accessible in the editor. With WordPress, you can use its native features as well as dedicated extensions such as Yoast SEO.

SEO is gradual: changing a few settings does not automatically guarantee a first-place ranking in Google.

A VPS is a virtual server with its own resources, offering greater configuration flexibility than shared web hosting.

With shared hosting, LWS manages the server environment and you mainly provide your website or application. With a VPS, you can have greater administrative privileges, install more software, open ports, or adapt the environment to your project.

This freedom also requires more technical knowledge, especially when you choose to manage the server yourself with root SSH access.

Additional documentation: Discover LWS VPS offers and how they work

A VPS becomes interesting when your project requires a configuration that is not available on shared hosting: a specific application, a process running continuously, root access, Docker, specific ports, a remotely accessible database server, or greater resources.

For a WordPress, PrestaShop, or standard PHP site without any specific server requirements, shared hosting is generally easier to manage.

The choice should therefore be made based on the project's technical needs, and not solely on the number of visitors.

ISPConfig and HestiaCP are control panels for graphically managing a server: sites, domains, databases, FTP, SSL certificates and, depending on the configuration, email. ISPConfig is notably used on historical turnkey LWS VPSs. HestiaCP also offers MySQL and PostgreSQL as well as an application auto-installer.

KVM VPSs are more intended for customers who want to manage their environment themselves. LWS notably offers preconfigured Docker CE, CapRover, Cloudron, GitLab or Nextcloud AIO models.

Additional documentation:

• VPS help with ISPConfig
• VPS help with HestiaCP
• KVM VPS help

Yes, but choose an environment suited to your level.

A VPS using ISPConfig or HestiaCP comes with a control panel and various services already installed to simplify tasks such as creating websites, databases, FTP accounts, or email addresses.

However, this does not mean that all VPSs are immediately ready for any project. You still need to configure your domains, your sites, and the applications you need.

KVM VPSs are more intended for users who want to manage their environment themselves. Some templates preinstall a solution such as Docker, CapRover, Cloudron, or Nextcloud, but administration and configuration remain the client’s responsibility.

If your goal is only to create a WordPress, PrestaShop, or PHP website without administering a server, shared web hosting will generally be simpler.

Yes, if the selected system and your VPS resources are compatible with the application.

A VPS with root access allows you to install many software programs and environments. KVM VPSs notably offer Docker and CapRover templates, and the LWS documentation includes procedures for deploying Node.js or n8n.

You remain responsible for the installation, updates, and operation of the software you install when the server is managed by you.

Additional documentation: Help and applications available on KVM VPS

Yes. You can host several domains, sites, or applications on the same server as long as it has the necessary resources.

ISPConfig and HestiaCP allow you to create multiple sites from their interface. With Docker or CapRover, several applications can also be isolated in separate environments.

The different sites nevertheless share the resources of the VPS. A particularly resource-intensive application can therefore slow down the other services present on the same server.

When the selected VPS offer includes a free domain name, it must be added to the cart at the time of ordering the VPS.

If you complete the order without selecting the free domain, the benefit cannot be applied retroactively to a domain ordered separately. This rule is also stated in the current commercial information for VPS offers.

Also check any commitment terms applicable to the chosen plan in order to benefit from this offer.

No. KVM VPSs are not managed by LWS.

You have administrator access and are responsible for system configuration, installed software, updates, and application troubleshooting.

LWS support can intervene on the operation of the infrastructure provided by LWS, but does not handle system or application administration for a KVM VPS.

Log in to your client area, open the Servers section, then click Manage next to the VPS concerned.

There you can in particular view the server status, its IP address, its resources, and access the features available for your plan: restart, backups, snapshots, network, or administration operations.

Full documentation: Manage my VPS server from the LWS client area

From the VPS management section in your customer area, use the Administration Panel button.

You can also access ISPConfig directly from its dedicated address. The login details are provided when the server is delivered, and the password can be reset from your customer area if needed.

Full documentation: Access ISPConfig on an LWS VPS

Not necessarily.

Some ISPConfig installations use a self-signed certificate to secure access to their interface. Because the browser cannot validate this certificate with a public authority, it may display a security warning.

If you are indeed using the administration address corresponding to your own VPS, this warning alone does not mean that the server has been hacked.

Full documentation: Access ISPConfig and understand the SSL warning

HestiaCP is accessible from the address provided with your server. The initial administration account generally uses the user admin and its password is provided upon delivery.

If you lose this password, the HestiaCP VPS with SSH root access allows you to reset it using the HestiaCP command-line tools.

Full documentation: Access HestiaCP on an LWS VPS

On a server with SSH access, use the VPS IP address, the account provided for the connection, and its password. The standard SSH port is generally port 22 when it has not been changed.

Depending on your plan, the SSH password can be reset from the VPS administration panel. A new password is then generated and sent by email.

If the password seems correct but the connection fails, also check that the firewall allows the SSH port.

Full documentation:

• Connect to a VPS via SSH
• Modify or reset the SSH password

root is the main administrator account of a Linux system.

It provides the necessary permissions to install software, modify the system configuration, manage services, or change network settings.

These permissions also allow you to delete or modify files that are essential to the server's operation. Therefore, use root access only if you know exactly what you are doing.

No.

On a managed ISPConfig VPS, enabling root access causes you to lose managed service. You then become responsible for any changes made at the system level. The documentation and visitor questions confirm that SSH/root access and managed service cannot be kept simultaneously on this configuration. 

This also applies to operations that require system privileges. For example, if your VPS remains managed and an ISPConfig update or a system change requires administrator access, you must request LWS intervention rather than enabling root to perform the operation yourself. 

Once root access is enabled, it is not possible to simply disable it to regain managed service.

The only solution to recover managed service is to completely reinstall the server, which resets the VPS to zero and removes its data and configurations.

So be sure to back up your websites, databases, emails, and other important data before such a reinstallation.

Additional documentation:

• Enable root access on a managed ISPConfig VPS
• Completely reset a VPS

The procedure depends on the installed panel.

With ISPConfig, start by creating the site in the panel. Then create its database if necessary, as well as an access account for transferring files.

You can use FTP/FTPS or SFTP. These are two different types of access:

• an FTP user allows you to use FTP or FTPS;
• for an SFTP connection, you must have an appropriate Shell user.

On some older managed ISPConfig VPSs, SFTP uses port 5804. On newer environments, the port may be 22 or 5804 depending on the configuration. The current ISPConfig documentation details these differences.

If FileZilla refuses the connection even though your password seems correct, first check:

• that you selected FTP/FTPS or SFTP according to the account created;
• the port used;
• the IP address or host name of the correct VPS;
• that the user is properly associated with the desired site;
• that the firewall is not blocking the required port.

Once connected, the files for an ISPConfig site must be placed in its web folder.

Then point the domain to the VPS and wait for DNS to become operational before activating the Let's Encrypt SSL certificate. 

With HestiaCP, first add the domain, then publish the files in the corresponding public_html directory.

Complete documentation:

• Manage FTP and SFTP access in ISPConfig
• Publish your site on a VPS with ISPConfig

This depends on your environment.

HestiaCP has an auto-installer that can automatically deploy various CMSs and frameworks after adding the domain. The tool takes care in particular of creating the database and the necessary files.

With ISPConfig, you can prepare the domain, the database, and the access credentials, then install the application on the corresponding site.

Full documentation: Install a CMS with the HestiaCP Auto-installer

Yes.

On an ISPConfig VPS, you can allow remote access for a database and restrict it to one or more specific IP addresses. The MySQL port must also be allowed by the firewall.

For security reasons, avoid allowing access from all Internet addresses if it is not necessary.

Full documentation: Create remote access to a MySQL database on a VPS

Yes, with a compatible environment.

The HestiaCP template provided by LWS allows you in particular to manage MySQL and PostgreSQL directly from its interface and provides the corresponding administration tools.

On a VPS that you manage yourself with root access, you can also install PostgreSQL if the chosen system allows it.

Additional documentation: Discover the VPS HestiaCP template

With ISPConfig or HestiaCP, you can use a Let’s Encrypt certificate for free.

The domain must first correctly point to the VPS IP address. If you try to generate the certificate before pointing is complete or before DNS propagation, its creation may fail.

Full documentation:

• Enable SSL with ISPConfig
• Enable Let’s Encrypt with HestiaCP

For a website, you can keep the domain’s current DNS zone and change its A record so that it uses the VPS’s IPv4 address.

For www, generally use a CNAME pointing to the main domain or a second A record pointing to the same IP address.

If you want to keep your email with your current provider, do not change the MX records or the other entries related to mail.

The domain can be registered with LWS or with another registrar: it is not necessary to transfer it to use your VPS.

Full documentation: Associate and configure a domain on an ISPConfig VPS

Yes.

ISPConfig and HestiaCP allow you to add multiple sites and domains. The number of domains is not the main limiting factor: it is mainly the resources available on the VPS and the consumption of the various sites that need to be monitored.

First, verify that the A record contains the correct IPv4 address and that you have modified the DNS zone actually used by the domain.

If an AAAA record exists, also check that it does not still point to an old IPv6 address: some visitors could continue reaching the old server via IPv6.

Finally, if the change was made recently, DNS propagation may not be complete. LWS recommends waiting up to 24 hours before unnecessarily repeating the configuration.

Full documentation: Associate and configure a domain on an ISPConfig VPS

Yes, if your configuration includes a mail server, such as some ISPConfig or HestiaCP environments.

You need to create the mail domain and then the corresponding mailboxes, and configure the domain's DNS zone correctly. With HestiaCP, the IMAP and SMTP settings needed to configure email clients are also shown in the panel.

Additional documentation:

• Create an email address with HestiaCP
• Create an email address with ISPConfig

Reverse DNS associates the server’s IP address with a host name.

This configuration is particularly important if your VPS sends emails itself, because recipient servers can check the consistency of Reverse DNS during their anti-spam checks.

Full documentation: Configure a VPS’s Reverse DNS

Yes, on compatible VPSs.

Activation adds a dedicated IPv6 address to the server in addition to its IPv4 address. For a domain to use this address as well, you must then create an AAAA DNS record. LWS does not automatically modify the DNS zone during activation.

Also check your firewall: a rule intended only for IPv4 does not necessarily protect IPv6 connections.

Full documentation: Activate IPv6 on an LWS VPS

Check the management of the VPS from your customer area. It allows you to monitor the resources and quotas corresponding to your plan.

A server can slow down or make certain services unavailable when it is short of memory, disk space, or reaches certain operating limits.

On a server managed by you, also use the system tools to identify the processes or applications that consume resources.

Yes, when you switch to a higher compatible VPS plan.

A restart may be necessary to take the new resources into account.

A recent backup is still recommended before any major modification.

Full documentation: View and increase a VPS's quotas

No.

High usage may result from a blocked process, a poorly optimized application, an overworked database, a lack of disk space, heavy traffic, or an attack.

So start by checking the resources in use and the active processes before automatically ordering a higher-tier plan.

On an unmanaged VPS, LWS checks that the infrastructure is operating properly, but diagnosing the software and settings installed by the customer remains their responsibility.

Additional documentation: Limits, quotas and support for Low Cost VPS

Yes, on compatible plans. This feature is currently available starting with the PRO plans.

Several IP addresses can be useful for certain network needs or specific services, but they are not necessary simply to host multiple sites on the same server.

Full documentation: Add IPv4 addresses to a VPS

Use the firewall available in your server administration to allow only the ports necessary for your applications.

For example, a web server usually uses ports 80 and 443, while SSH generally uses port 22 when it has not been changed.

The LWS hardware firewall is included with the VPS plans concerned. However, the number of ports or rules you can add depends on the plan used. 

If the interface refuses to add a new port even though your configuration is correct, check whether you have reached the limit set for your VPS. In some cases, you can ask LWS support to look into the possibility of manually opening an additional port.

If you also configure a software firewall directly on Linux, keep in mind that both filtering levels apply: opening a port in Linux will not allow access to it if the LWS hardware firewall is still blocking it, and vice versa.

Only open the ports that are actually necessary for your services.

Full documentation: Configure the firewall of a VPS server

The VPS offers include a data transfer limit that depends on the plan used.

LWS regularly calculates the volume of data exchanged by the VPS over the last 30 days. When this volume exceeds the limit set by the plan, the server’s bandwidth is temporarily reduced in order to preserve the infrastructure’s operation. 

The throttling is lifted automatically when the transferred volume drops back below the limit. Since the check is carried out periodically, normal speed is not necessarily restored immediately after usage decreases. 

If this limitation occurs regularly, first look for its cause: heavy downloads, backups, unusual traffic, an application consuming a lot of data, or high site traffic.

When this usage is normal for your activity, a VPS plan with a higher transfer limit will be more suitable.

Full documentation: Bandwidth limits on VPS server

Start by using strong, unique passwords and keep the system and installed applications up to date.

Only open the necessary ports in the firewall, disable unused services, and limit administrator access as much as possible.

If you use SSH, key-based authentication can provide additional protection. When your control panel offers two-factor authentication, you can also enable it to protect its interface.

Finally, always keep a recent backup that is independent of the server.

Yes.

The root password allows complete control of the server. It is therefore preferable to replace the initial password with a strong, unique secret stored in a password manager.

If you lose access, the tools available in your customer area allow you, depending on the type of VPS, to generate new access credentials.

Full documentation: Change the SSH root password of a VPS

A VPS IP address can be added to a blocklist when activity considered undesirable is detected, notably after the sending of spam or the compromise of a service.

Before requesting the removal of the IP from a blocklist, identify and fix the cause of the blacklisting:

• compromised account or password;
• infected website;
• misconfigured SMTP relay;
• application sending an abnormal volume of messages;
• other compromised service on the VPS.

Change the affected credentials, update the system and applications, then analyze the server logs and processes.

Once the cause has been fixed, the VPS administrator must personally carry out the removal steps with the lists that have referenced the IP address.

Avoid paying for a service simply because it claims it can remove your address from a little-used list. First check whether that list is actually taken into account by the main services with which you are having a problem.

Do not request removal before fixing the cause: if the behavior that led to the blacklisting continues, the IP address is likely to be listed again quickly.

Yes. The current backup policy covers VPS, KVM VPS, dedicated servers and Private Cloud, regardless of the installed system or panel.

LWS automatically keeps up to four daily backups, then one weekly backup, with retention of up to one month. 20 GB of backup are included, then an additional option may be required beyond that.

These backups are stored on NAS devices separate from the server.

Full documentation: Backup policy for VPS and dedicated servers

No.

The existence of a backup does not mean that all restoration operations are automatically included. Restoration is handled on a case-by-case basis, depending on the service, support options, and the complexity of the intervention; it may be included or require managed services.

Some options also allow certain restorations to be performed directly from the customer area.

Full documentation:

• VPS backup policy
• Restore a VPS backup

A LWS backup is stored on an infrastructure separate from the VPS and is used in particular to recover data in case of a problem.

A snapshot is a complete photograph of the VPS state at a precise moment. It allows you to quickly return to that state after a change or a test.

Current snapshots are kept for a maximum of 48 hours, and up to 10 snapshots can be created. They are not stored on the NAS used for backups.

A snapshot should therefore not replace your backup strategy.

Complete documentation: Create and restore a VPS snapshot

No. Snapshots created from the LWS Panel are not downloadable and are not designed as images that would allow you to automatically recreate a second server.

In this case, we recommend that you make your own backups or use a transfer to external storage.

Full documentation: Create and restore a VPS snapshot

Restoring returns the entire VPS to the state recorded when the snapshot was created.

This includes the system, the control panel, websites, databases, and files. Any changes made after the snapshot was created are lost.

So use a snapshot to revert to a previous overall server state, not simply to recover a deleted file.

Full documentation: Create and restore a VPS snapshot

Yes, when your plan offers several distributions or templates.

However, this operation corresponds to a complete server reinstallation. It permanently deletes the files, databases, emails, accounts, and configurations present on the VPS.

So be sure to make a complete, usable backup before changing distribution or starting over with another control panel.

Full documentation:

• Change the distribution of a VPS
• Completely reset a VPS

Restarting stops then relaunches the system and services. Your files and configuration remain present.

Reinstalling completely recreates the VPS environment and deletes the data present.

So do not use reinstallation as a first solution because a site or service is no longer responding.

Additional documentation:

• Restart or shut down a VPS
• Reset a VPS

It depends on the type of VPS and the associated level of service.

Standard support can in particular check issues related to the infrastructure or to the services provided by LWS. On a VPS managed by the client, the configuration of installed software and its debugging remain normally under the client’s responsibility.

Higher support levels and managed services may be available for eligible servers.

KVM VPSs do not benefit from LWS managed services.

Additional documentation: Support options for VPS servers

Managed services correspond to a technical intervention carried out by an LWS administrator directly on an eligible server to perform an operation that goes beyond standard support.

Depending on the need, this may involve a migration, installation, configuration, or in-depth diagnosis. The request must be eligible for the service.

Warning: KVM VPSs are not eligible for LWS managed services.

On a managed ISPConfig VPS, enabling root access also permanently voids managed services as long as the server has not been completely reinstalled.

Full documentation: Request managed services on an eligible server

Check its status from your customer area and determine whether the entire server is inaccessible or whether only a site or service is down.

If the VPS is active but no longer responding properly, check its resources and firewall. A restart can be performed from the customer area when it is necessary to completely relaunch the system.

If the server remains inaccessible after the restart or if the issue concerns the infrastructure, open a ticket with VPS support.

Full documentation: Restart or shut down a VPS

No. When a VPS expires, the service first becomes unavailable, but it is not immediately deleted.

The current procedure allows 30 days after expiration to renew the VPS. During this period, renewal normally makes it possible to reactivate the service. 

Once this period has passed, the server is deleted and the data should no longer be considered directly recoverable from the service.

If your VPS no longer appears or if the period has expired, contact LWS as soon as possible to check whether recovery may still be possible from the backups still available. This possibility depends on the state of the service and the backups present, and therefore cannot be guaranteed. 

Full documentation: Renew a VPS server

No. The VPS and the domain name are two different services and each has its own expiration date.

Renewing the server therefore does not mean that the domain used by your sites is automatically renewed. Check the dates separately in your customer area.

This distinction is particularly important when a free domain was provided with the VPS: the initial free offer for the domain does not mean that it will then automatically follow the same renewal cycle as the server.

The two services both allow data to be stored online, but they do not meet the same need.

Nextcloud is intended for storing and working on your files on a daily basis. You can access them from a browser, sync them with multiple computers or smartphones, share them with other people and, depending on the plan, work collaboratively on documents.

LWS Cloud Drive / Cloud backup is mainly intended for technical data backup. It can automatically receive backups from a computer, a NAS, a website or a server using protocols such as FTP(S), SFTP, SCP, Rsync, SMB or WebDAV.

If you want to work directly on your files and share them, choose Nextcloud instead. If your main goal is to automatically keep a backup copy of your data, Cloud backup is more suitable.

Additional documentation:

• Discover Nextcloud features
• Discover LWS Cloud Drive backup solutions

Synchronization keeps several locations identical. For example, if you modify a file in a folder synchronized with Nextcloud, its new version is sent to the cloud. If you delete it, the deletion is also synchronized.

A backup, on the other hand, is used to keep a copy that makes it possible to recover data after deletion, a failure, or a mistake.

Fortunately, Nextcloud has a trash bin and a version history, to which LWS backups are added. But a synchronized folder should not be considered, by itself, as an independent backup.

Not necessarily, but the two protections do not fulfill exactly the same role.

The backups included with hosting or a VPS make it possible to recover data according to the backup policy of the service concerned. An additional Cloud space allows you to keep your own copies, independently of the hosting’s automatic backups.

This can be useful if you want to:

• keep more specific archives;
• automate your own backups;
• also back up your computer or your NAS;
• have a copy that you control directly.

The Cloud backup is therefore a complementary protection, and not a mandatory replacement for the backups already included.

No. Changing the Nextcloud plan currently allows you to move to a plan with more capacity, but it is not possible to downgrade afterward to a smaller plan.

It is therefore preferable to choose the increase that truly matches your needs, especially when moving to a high-capacity plan.

Plans 2XL to 6XL are also available only as part of an upgrade from an existing plan.

Full documentation: Order or change your Nextcloud storage plan

The data stored on Nextcloud LWS and LWS Cloud Drive, as well as their backups, are hosted in France.

The infrastructure also uses several mechanisms to protect against hardware failures. Current policies mention in particular disk redundancy, data replication on independent physical servers, and automatic backups stored on separate NAS devices.

These infrastructures are hosted in datacenters certified ISO 27001 and the services are stated to be GDPR compliant.

Full documentation:

• Nextcloud storage backup policy
• LWS Cloud Drive backup policy

When the service is delivered, LWS provides you with the address of your Nextcloud instance as well as your login details.

Open this address in your browser, then enter your username and password. You will then be able to view, send, move, or share your files directly from the web interface.

If you have lost your server address, find it in the service delivery email or from your storage management in the LWS customer area.

Full documentation: Access your Nextcloud Web application

From the Web interface, open Files then use the add button or directly drag files or folders from your computer into the Nextcloud window.

You can then create your own folders to organize data just like on your computer. The default folders present in a new space can generally be deleted if they are not useful to you, provided that they do not correspond to folders you have already configured to be synchronized with a device. 

Full documentation: Getting started with Nextcloud

Install the Nextcloud application on your computer, then enter your server address and your login details.

You will be able to choose the local folder that will be linked to the cloud and select the remote folders you want to synchronize. Changes will then be automatically reflected between your computer and Nextcloud.

Complete documentation:

• Synchronize Nextcloud with my computer
• Use Nextcloud on Windows
• Use Nextcloud on Mac
• Use Nextcloud on Linux

Yes.

You can connect multiple devices to the same Nextcloud account. The synchronized files are then available on the different devices and changes are transmitted to the cloud and then to the other devices.

Nextcloud has applications for computer, smartphone, and tablet. You can also use only the Web interface without installing an application.

Yes. The Nextcloud application lets you choose which subfolders of your Cloud space you want to keep synchronized on your computer. You can therefore leave certain data only in Nextcloud without downloading it locally.

If you no longer want to synchronize a subfolder without deleting it from the Cloud, simply disable its synchronization in the application settings. Do not delete it from the synchronized folder, as a deletion would also be sent to Nextcloud.

Full documentation: Synchronize Nextcloud with my computer

Files that are actually synchronized and present on your computer’s disk remain accessible locally when you no longer have an Internet connection.

Changes made offline will be synchronized with Nextcloud when the device regains a connection.

By contrast, a file stored only in the cloud and not present locally must be downloaded before it can be viewed offline.

Yes. Deletion is part of synchronized operations.

If you delete a file in a synchronized folder, the deletion is propagated to Nextcloud and then to the other devices using that same folder.

However, this does not necessarily mean that the file is immediately irretrievable. Nextcloud has a trash bin, and LWS also performs backups of the service. If the file was simply modified, the version history may also make it possible to recover its previous state.

Additional documentation: Nextcloud storage backup policy

Start by checking the Activities tab or the Nextcloud application logs. They usually show the name of the file concerned and the reason for the block.

The problems may notably come from:

• an incompatible file name;
• a conflict between two versions modified on several devices;
• a temporarily locked file;
• a connection problem;
• insufficient available space.

If several people modify the same file at the same time, Nextcloud may create a conflict file to avoid silently overwriting one of the versions.

Full documentation: Synchronize Nextcloud with my computer

No, if the files are indeed present in your Nextcloud space.

Simply install the app on the new device, then sign in again with your server address, your username, and your password. You will then find the data stored in the cloud and can choose which ones to sync on the new device. 

Yes.

You can generate a share link to a file or a folder and then send this link to the person concerned.

Depending on the options used, you can control the permissions granted and set an expiration date. The recipient does not need to know your Nextcloud credentials to use this link.

Full documentation: Share my data with Nextcloud

Yes.

In the sharing options, you can protect the link with a password and set an expiration date. You can also change this date later if you want to extend the sharing period.

Use these protections when the document contains information that should not remain accessible indefinitely.

No.

If you modify the existing file without deleting it, the person using the shared link will find the updated version.

On the other hand, deleting the file or folder entirely also removes the associated share.

Yes, but it is important to distinguish classic file synchronization from online collaborative editing.

If two people open the same synchronized file on their computers with their usual software and edit it at the same time, Nextcloud does not automatically lock the document in read-only mode for the second person. Simultaneous changes can then cause a version conflict and create multiple copies of the file. We therefore recommend avoiding editing the same document simultaneously from several computers in this mode.

With Nextcloud Pro and OnlyOffice, office documents can however be edited directly in the Web interface with features designed for collaborative work.

If several collaborators need to regularly work on the same documents at the same time, this second method is therefore more suitable.

Additional documentation: Differences between Nextcloud Standard and Nextcloud Pro

Standard plans offer the essential storage, synchronization, and sharing features.

Nextcloud Pro adds features aimed more at teams and businesses: OnlyOffice office suite, communication tools, advanced user and sharing management features, workspace customization, and group folders.

If you mainly need to store and synchronize your own files, a standard plan may be enough. If several people really need to work together in the same environment, the Pro plan is more suitable.

Full documentation: Differences between Nextcloud Standard and Nextcloud Pro

This option is offered with Nextcloud Pro.

You can replace the service address provided by LWS with a custom address using your domain, for example cloud.mondomaine.fr. The domain must be correctly configured in its DNS zone.

Full documentation: Change the access URL to your Nextcloud Pro storage

Yes. The number of available users depends on the subscription plan.

Each user has their own account, and you can distribute the overall storage space among them. If you reach the maximum number allowed, some plans let you increase the number of users or upgrade to a higher plan.

Full documentation: Add or remove a Nextcloud user

From the plan management section in your LWS customer area, you can define the quota allocated to each user.

A user’s quota must currently be at least 5 GB. You cannot allocate more space than the available global quota, nor reduce a user’s quota below the space they are already using.

For example, if all the space in your plan has already been allocated, you will need to reduce another user’s quota or upgrade your plan before allocating more.

Full documentation: Change a Nextcloud user’s quota

First, check the actual space used by this user.

You can then:

• delete files that are no longer needed;
• empty their trash if necessary;
• increase their quota by using the remaining free space in the plan;
• reduce another user's quota if enough space can be freed up;
• upgrade to a higher capacity if all storage is already in use.

A very full trash can also contribute to slowing down certain instance operations.

Yes.

The owner of the plan can change a user’s password from the Nextcloud management area of their LWS customer account. A logged-in user can also change their own password in Nextcloud’s security settings.

If data encryption is used on a Pro plan, avoid changing another user’s password without checking the consequences: a change made by someone else may cause difficulties with encrypting or decrypting their data.

Full documentation: Change a Nextcloud user’s password

Yes.

Nextcloud allows you to enable two-factor authentication so that a new login must be confirmed from an already authenticated device.

When enabling it, also generate the recovery codes and keep them in a safe place. If you lose all of your authenticated devices as well as the recovery codes, you will need to contact LWS to regain access.

Full documentation: Set up two-factor authentication on Nextcloud

Transfers to Nextcloud use a secure connection. Nextcloud Pro also offers a server-side data encryption feature that can be enabled for the instance.

When this feature is used, managing passwords and encryption keys becomes particularly important. Therefore, do not arbitrarily modify a user's access if encrypted files are involved.

Full documentation: Managing Nextcloud Pro data encryption

Deleting a Nextcloud user also results in the deletion of the files and folders in their personal space.

Shared files and folders owned by this user are also deleted. Other users with whom they were shared therefore lose access to these items.

There is, however, one exception: if a file belonging to the deleted user has been placed in a folder belonging to another user, it remains present in that folder.

Before deleting a Nextcloud account, therefore carefully check the data it owns and move to another user's space the files or folders that need to be kept.

This precaution is particularly important when an employee leaves a company: sharing a folder with colleagues is not enough to guarantee its preservation if the deleted account still owns it.

LWS Cloud Drive provides remote storage space to which you can send your backups using different protocols.

The service notably supports FTP(S), SFTP, SCP, Rsync, SMB and WebDAV, making it usable with many software programs, NAS devices, servers, or operating systems.

You then choose the software or method that will actually perform the backup and its frequency.

Full documentation: LWS Drive Rsync/SCP backup solution

The login information is provided when the service is delivered and must be used by the software or device responsible for performing the backup.

For SFTP, Rsync or SCP connections, preferably use the hostname assigned to the service, for example a name of the type rsX.cloudlws.com, rather than its IP address.

For WebDAV or SMB, the address depends on the service and the configuration concerned; if you cannot find it in the delivery information or the customer area, support can provide you with the address corresponding to your plan.

Yes.

From your LWS client area, open Online Storage, go to the management of your plan, then use the action allowing you to change its password.

After the change, remember to update this password in all software, NAS devices, scripts, or computers that automatically send backups. Otherwise, their next backups will fail.

Full documentation: Change the password of an LWS backup plan

Yes, depending on the protocol used.

With WebDAV, you can connect the remote space from Windows, macOS or Linux and use it like a network location.

This method makes manual access to files easier, but it does not automatically constitute a true backup strategy: for regular backups, also use software or a task capable of copying data automatically.

Windows documentation: Connecting to a WebDAV server on Windows

You can use backup software compatible with the protocols offered by your service.

Cobian Backup, allows you to select folders on your computer and then automatically send their backups to the Cloud using a scheduled task.

Full documentation: Back up your PC with Cobian Backup

Yes.

LWS Cloud Drive can be used as a remote destination for Time Machine thanks to the SMB protocol. You first connect the remote storage to the Mac, then select it as the backup disk in Time Machine.

Make sure to allocate enough space to the user used for the backup, as Time Machine can keep multiple versions of the data.

Full documentation: Back up your Mac with Time Machine on the LWS Cloud

Yes.

The LWS storage base provides procedures for Synology and QNAP NAS devices, notably with Rsync or WebDAV.

The NAS can thus regularly send a copy of its important folders to LWS Cloud storage. This solution makes it possible to have a remote backup even in the event of a failure, loss, or issue affecting the local NAS.

Documentation:

• LWS online backup help

Yes for some methods, but not for all.

The backup procedure for a site with Rsync/SCP requires SSH access. It is therefore not suitable for hosting that does not offer SSH.

Depending on the type of data to be backed up, you can however use other methods compatible with your equipment or software, such as FTP(S) or WebDAV.

The choice of protocol therefore depends on the source you wish to back up.

The increase in your LWS Cloud Drive capacity does not automatically modify the quota of existing users.

After the order, the additional space is added to the available capacity of your service in the LWS client area. However, it remains unallocated until you decide which users should benefit from it.

You must therefore open the management of your Cloud Drive from your client area and then distribute the new space among the relevant users.

For example, if you add 100 GB to your service but your user keeps their old quota, this does not mean that the order failed: the 100 GB are simply available but have not yet been assigned.

This manual distribution also makes it possible to share the additional space among several users rather than automatically assigning it to a single account.

The speed of a transfer to or from your Cloud Drive space is not constant.

It depends in particular on:

• your own Internet connection;
• the software and protocol used;
• the number and size of the files;
• the load on the backup server at the time of the transfer.

Performance may vary when several clients access the same backup server simultaneously.

If a transfer is significantly slower than usual, try restarting or scheduling the backup for another time before changing your entire configuration.

Full documentation: Using LWS Cloud Drive with Rsync, SCP or SFTP

Yes.

In addition to the trash bin and version history built into Nextcloud, LWS performs automatic backups on separate NAS devices.

The current policy provides for:

• up to 4 daily backups, corresponding to the last four days;
• then one weekly backup, up to about one month.

Full documentation: Nextcloud storage backup policy

Yes.

LWS also performs automatic backups of the Cloud Drive content on NAS devices separate from the main storage space.

The published policy provides for up to four daily backups and then one weekly backup, within a one-month limit.

This provides additional protection if the data stored in your Cloud space is deleted or damaged.

Full documentation: LWS Cloud Drive backup policy

Start by checking the Nextcloud trash bin.

Deleted files can be restored directly from there without requiring support intervention.

If the file is no longer present in the trash bin, recovery from LWS backups may still be possible if an old enough backup is available. In that case, submit a request to support.

Full documentation: Nextcloud storage backup policy

Yes.

Nextcloud keeps a version history of files. From the file information for the item concerned, you can retrieve an earlier version and restore it.

Use the version history before requesting a full restore from support: it is generally much faster and does not affect other data.

These three protections meet different needs.

The trash bin is mainly used when a file has been deleted.

The version history allows you to go back to an older version of a file that still exists but has been modified.

LWS backups are used for situations that can no longer be resolved directly in Nextcloud, for example an old, permanent deletion or one involving a large amount of data.

It is therefore preferable to start with the functions built into Nextcloud before requesting a server restore.

Not necessarily.

When data can no longer be recovered directly from the functions available in Nextcloud or from your own backups, a restoration may be sought from the automatic backups retained by LWS.

For LWS Cloud Drive, there is no function allowing you to restore an infrastructure backup yourself from your customer area. You must open a ticket with LWS support, indicating as precisely as possible the data you are looking for and the date on which it was still available.

For Nextcloud, always start by checking the trash and version history when the issue concerns a deleted or modified file. If these functions no longer make it possible to recover the data, a request to support may be necessary.

Depending on the service, the requested restoration and the work required, the intervention may be included or require a managed services contract.

It is also important to distinguish this restoration performed from LWS infrastructure backups from backups that you created yourself with software or a tool such as Rsync, Borg, Duplicity, or backup software. These remain under your control and can be restored with the tool that created them.

Not necessarily.

If the deletion is recent enough, a copy may still be present in the LWS automatic backups.

However, the possibility of recovery depends on the deletion date and the backups still retained. So contact support quickly and provide:

• the account or user concerned;
• the file name or path;
• the approximate date on which it still existed.

The more precise the request, the easier it will be to identify the relevant backup.

Not necessarily.

For a recently deleted or modified file, first use the trash or version history so that only the file concerned is affected.

Restorations from LWS backups are assessed based on the need and complexity. The goal is to avoid unnecessarily replacing recent data when only part of the space needs to be recovered.

Security relies on several complementary protections.

Start by keeping your CMS, extensions, and themes up to date. Remove any applications, extensions, or themes you no longer use, and use different, hard-to-guess passwords for your various logins.

On compatible hosting plans, LWS also provides tools such as:

• antivirus and anti-malware;
• the ModSecurity application firewall or LWS Protect;
• IP address filtering;
• WP Manager security tools for WordPress.

A recent backup is also essential: protections reduce the risks, but no security solution can guarantee that a site will never be compromised.

Additional documentation:

• Using the LWS Panel antivirus and anti-malware
• Managing WordPress security with WP Manager

It depends on your plan and your environment.

On cPanel, the LWS antivirus regularly scans web files and emails and also provides protection during certain file modifications or uploads.

On paid hosting using LWS Panel, a virus/malware scan tool allows manual scans and the use of automatic scanning. This feature is not offered on the free web hosting associated with certain domain plans.

Even when automatic scanning is enabled, keep your CMS and its components up to date: an antivirus does not replace site maintenance.

Full documentation:

• Antivirus and anti-malware on LWS Panel
• LWS Antivirus on cPanel

On LWS Panel or cPanel, use the Antivirus / Virus-Malware Scan tool available in the security section of your hosting account.

The scan examines the site files for signatures or behaviors identified as malicious. The results then make it possible to identify the detected files and, depending on the environment, those placed in quarantine.

An antivirus result must, however, be interpreted with caution: a detected file may be entirely malicious, but malware may also have added code to a legitimate file on your site.

Full documentation:

• Scan an LWS Panel hosting account
• Scan a cPanel hosting account

Do not automatically put the file back online without checking why it was detected.

A malware may have infected a file necessary for the normal operation of the site. In that case, quarantining it protects the hosting account but may cause an error or make part of the site unavailable. 

Three situations are possible:

• the file is entirely malicious: it should not be restored;
• the file is legitimate but contains injected code: it must be cleaned or replaced with a clean copy;
• the detection is a false positive: the file can be restored after verification and then possibly added to the exclusions.

If you have accidentally deleted an essential file, a restoration from an earlier backup may be necessary. 

Full documentation: Clean viruses on cPanel with the LWS antivirus

Compatible tools allow certain files or folders to be excluded when a detection has been identified as a false positive.

This function should not be used to deliberately keep a file that is genuinely malicious. On cPanel, exclusions can be reviewed, and a malicious file must not be kept simply because it has been added to this list.

If you do not know why a file is being detected, have it analyzed before excluding it.

An application firewall, also called WAF, analyzes requests sent to your site in order to block certain exploitation attempts, injections, malicious bots, or access to sensitive files.

On LWS Panel, ModSecurity protects the web layer of the hosting. cPanel notably offers ModSecurity as well as LWS Protect with different security rules.

It is recommended to keep these protections active unless a specific incompatibility with your application has been identified.

Additional documentation:

• Web Application Firewall on LWS Panel
• LWS Protect on cPanel

Yes, it is possible.

A security rule can block a request that it considers dangerous, for example when sending a form, making a change in a CMS, or calling an API.

This does not mean that all protections should be permanently disabled. Start by precisely identifying the action that triggers the error, then check the available logs or ask support to verify whether a security rule is involved.

If a protection needs to be adjusted, it is preferable to modify only the relevant rule rather than removing the entire firewall.

Additional documentation: Web Application Firewall

Yes.

LWS Panel has an IP Firewall that allows you to authorize or block certain addresses or IP ranges. cPanel also offers a Firewall tool for managing authorizations or blocks.

This feature is useful when a specific address generates malicious behavior. It is less effective against an attack using a very large number of different addresses.

Full documentation:

• Configure the IP Firewall on LWS Panel
• Use the Firewall on cPanel

Several signs may indicate a compromise:

• your site suddenly redirects to an unknown domain;
• pages or ads that you did not create appear;
• new administrator users are present;
• your files have been modified;
• the antivirus detects malicious scripts;
• your site starts sending spam;
• Google or a browser displays a security warning.

On WordPress, malicious redirects can in particular come from modified .htaccess, PHP or JavaScript files, or from a compromised theme or plugin.

If you observe several of these symptoms, consider the site potentially compromised until you have identified the cause.

Full documentation: Diagnosing an infected WordPress

A redirect that you never configured may be a sign of an infection.

On WordPress, check in particular:

• unknown administrator users;
• recently installed themes and extensions;
• the .htaccess files;
• the theme’s PHP files;
• JavaScript files;
• antivirus scan results.

Also change passwords that may have been compromised: CMS administration, FTP, database, and other site-related access credentials.

If you have a backup from before the infection, restoring it may be safer than an incomplete cleanup, provided you then fix the vulnerability that allowed the intrusion.

Complete documentation: Diagnose and clean an infected WordPress

No.

A healthy backup can help you quickly restore the site to the state it was in before the infection, but it does not necessarily fix the cause of the hack.

After restoration:

• update WordPress, themes, and plugins;
• remove unused components;
• check administrator users;
• change the relevant passwords;
• scan the files with the antivirus;
• enable the protections available in WP Manager.

Without this step, the site can be compromised again through the same vulnerability.

Start by keeping WordPress and its extensions up to date and remove unused themes or plugins.

On compatible hosting plans, WP Manager offers various security settings, including protection for sensitive files, protection against certain bots, renewal of SALT keys, permission fixes, and other WordPress hardening measures.

You can also further secure access to the administration area, for example by using a mechanism that changes the login address when this meets your needs.

Complete documentation:

• Managing WordPress security with WP Manager
• Protecting access to the WordPress admin area

Technical support can help you diagnose the situation and guide you, but a complete cleanup requiring direct intervention on the files or the CMS may go beyond the scope of standard support.

On-demand support and managed services can notably cover operations such as antivirus/spyware analysis, certain CMS updates, restorations, or specific technical interventions.

First, open a technical ticket explaining the symptoms observed. Support will then be able to tell you whether the issue can be handled within your support level or whether it requires additional intervention.

Additional documentation:

• Contact LWS technical support
• Open a managed service for shared hosting

An Abuse report is a report received concerning a service hosted or operated on the LWS infrastructure.

It may notably concern phishing, spam, the sending of malware, illegal content, or an attempted cyberattack.

Each report is analyzed by the Abuse team in order to verify the facts before a decision is made.

The report is reviewed and a response provided within 24 business hours, Monday to Friday.

This timeframe does not mean that the reported service will be automatically suspended. Any action taken depends on the outcome of the analysis and the situation observed.

Full documentation: Abuse complaint management policy

Do not ignore it.

Read the nature of the report carefully and identify the domain, website, email address, or server concerned.

If the problem comes from a compromise, immediately begin by removing or isolating the malicious content, changing the relevant access credentials, and looking for the cause of the intrusion.

If you do not understand the report or think it is a mistake, respond via the indicated channel or open a request with support so that the situation can be analyzed.

Complete documentation: Abuse complaint handling policy

A suspension may be decided when, after analysis, LWS finds that a service presents a problem significant enough to require interruption: malicious content, phishing, compromise, fraudulent activity, or a risk to visitors and the infrastructure.

Suspension is not automatic and does not simply depend on the number of reports received. Each situation is reviewed before a decision is made.

Depending on the outcome of the analysis, LWS may request a fix, provide instructions to the account holder, or suspend the service when necessary.

A suspension does not necessarily mean that the account holder intentionally caused the problem. A hacked site may, for example, be used without their knowledge to host a fraudulent page or spread malicious content.

If your service has been suspended, check the message sent by LWS and correct the indicated cause before requesting reactivation.

Full documentation: Abuse complaints management policy

Start by reviewing the message or ticket sent by LWS in order to identify what was detected.

You then need to:

1. identify and remove the infection;
2. fix the vulnerability that allowed the intrusion;
3. change any passwords that may have been compromised;
4. update your CMS and its components;
5. check that the site no longer contains any malicious files or behavior.

Once the situation has been corrected, contact the support team or the service indicated in the report to request a new verification and, if the conditions are met, reinstatement.

Do not simply request the lifting of the suspension without having addressed the cause: the problem would recur and could lead to another suspension.

Use the LWS Abuse service and provide enough information to precisely identify the issue: the domain or URL concerned, the nature of the content or activity and, if possible, elements making it possible to observe the issue.

Reports may notably concern phishing, viruses, intensive spam or other fraudulent uses of a service.

Complete documentation: Abuse complaint handling policy

If your LWS account has been blocked for security reasons, a verification must be carried out before it can be reactivated.

If you still have access to certain account functions, start by securing your contact email address and change any passwords that may have been compromised.

If you can no longer access your customer area, contact the LWS hotline so that a request can be opened with the appropriate support team. A technician will be able to analyze the situation and tell you which checks or actions are required before the block is lifted.

Do not create a new account to try to bypass the block: the existing account must first be secured and brought back into compliance.

Additional documentation: Contact LWS technical support

Contact the technical support for an issue related to the operation or configuration of a service: website, hosting, domain, emails, transfer, technical problem or suspended service.

Contact the sales / administrative department for a question concerning, in particular, an order, advice on a service, an invoice, a payment, a refund, cancellation, a change of contact details, the account holder or an identity verification.

Choosing the right department avoids your request having to be transferred before being handled.

Complete documentation:

• Contact LWS technical support
• Contact LWS sales support

From your customer area, open Support > Contact support, select the relevant service, then describe your issue.

If the malfunction concerns a website or emails linked to hosting, please select the relevant hosting plan rather than just the domain name. 

Once the ticket is opened, you can continue the exchange from your customer area and add additional information without creating a new request.

Full documentation: Contact LWS technical support

Indicate at minimum:

• the service or area concerned;
• what is not working;
• since when the problem has been occurring;
• the exact error message;
• the steps already taken;
• if possible, a screenshot.

A description such as « my website is not working » forces the technician to ask for several pieces of information before actually starting the diagnosis and delays the implementation of a solution to your problem all the more.

No.

Reply directly to the existing ticket from your customer area in order to add the missing information.

This allows the technician to keep all of the problem history in a single request.

If you cannot open a ticket from your customer area, you can contact the LWS hotline so that your situation can be identified and directed to the appropriate department.

For commercial or administrative requests, the LWS website contact form can also be used when a client no longer has access to their account.

If the loss of access comes from a potentially compromised account, first secure your contact email address and your devices before resetting your LWS access.

Additional documentation:

• Contact LWS technical support
• Resolve LWS account login issues

The hotline is mainly used to identify the request and direct it to the appropriate team. It is not intended to replace the technical handling carried out in a ticket.

If you have access to your customer area, opening a ticket directly is generally preferable.

When a phone exchange with a technician is necessary, a scheduled callback procedure can be offered.

Full documentation: Contact LWS technical support

Technicians respond to support tickets 7 days a week, from 7 a.m. to 10 p.m.

For a standard request opened Monday to Friday between 8 a.m. and 6 p.m., an initial response is generally provided within 2 hours.

Requests opened in the evening or on weekends may take longer.

A paid urgent priority may also be offered from the moment the ticket is opened when an issue requires faster handling.

These timeframes correspond to the initial response or handling. Full resolution may naturally take longer when diagnosis, intervention, or additional information is required.

Full documentation: Contact LWS technical support

Before changing your configuration, check whether the problem affects only your service or whether it is part of a broader incident.

LWS has a Service Status page that shows the status of the network, web hosting, email, SQL databases, VPS, DNS, cPanel, Plesk, and backups.

It is especially useful for identifying:

• normal operation;
• scheduled maintenance;
• an ongoing disruption;
• an ongoing incident.

If no general incident is reported but your service remains inaccessible, open a technical ticket specifying the service concerned and the problem encountered.

Service Status: Check the LWS service status

Yes. Standard technical assistance is included with the services concerned.

Support can help you with the use, configuration, and troubleshooting of your LWS services, for example when a domain, hosting account, email address, or website is not working as expected.

The technician can analyze the issue, explain its cause, and tell you what actions to take.

However, when a request requires a technician to directly carry out a customized operation on your behalf — migration, intervention on a CMS, specific restoration, advanced configuration, or another service — a support option or managed services may be necessary.

Full documentation: Contact LWS technical support

The standard support helps you understand and diagnose a problem related to your LWS services.

Managed services refers to a technical intervention in which an LWS technician acts directly on the customer's service in order to carry out a specific operation, provided that it is eligible.

For example, depending on the situation, a migration, a restoration, a cleanup, a technical modification, or an intervention on a CMS may require managed services rather than a simple support ticket.

Full documentation: Open a managed service request on hosting or a Mail Pro service

Because the issue may require more than a diagnosis or advice.

If the technician must directly intervene in the files, carry out a migration, clean up an application, restore certain data, or perform a custom operation, the request may fall outside the scope of standard support.

Support can then offer you the managed services corresponding to the work required. 

You remain free to carry out the operation yourself if you have the necessary skills.

The services offered may in particular concern:

• the publication or migration of a site;
• certain DNS or email configurations;
• the creation or configuration of FTP and MySQL access;
• certain PHP configurations;
• the installation or update of a CMS;
• the implementation of an SSL certificate;
• an antivirus scan;
• certain backup restores.

However, not all operations are necessarily eligible. If your need is specific, open a ticket explaining precisely what you would like to obtain: LWS will be able to tell you whether a suitable service exists.

Additional documentation:

• Support options for shared hosting
• Open a managed service

No.

Depending on the chosen option, it may also include services such as more in-depth diagnostics, remote assistance, remote maintenance, or additional restoration options. The documentation for shared options notably distinguishes between basic support, a Business option, and one-off interventions.

So check the services included in the option rather than choosing it solely for its response time.

Full documentation: Support options for shared Web hosting

Yes, when remote maintenance is scheduled as part of the corresponding support service.

LWS uses RustDesk, software that allows a technician to see your screen and temporarily control the computer with your authorization.

You remain in front of the screen and can follow the actions performed as well as end the connection.

Full documentation: Using RustDesk for remote maintenance

Not if you take the precautions provided for at the end of the session.

With RustDesk, access requires the information displayed by the application. At the end of the remote support session, you can generate a new password so that the one used during the intervention is no longer valid. When the application is not running, no remote access is possible by this method.

Only share your remote support information with the technician you are actually in contact with.

Full documentation: Using RustDesk for remote support