Support

Portal Domains is committed to providing you with the best customer service possible. We offer free support for any issues related to billing, or to the products and services we provide (such as domain registration, hosting, email, etc.). If something is not working as expected, we are here to help you fix it. However, free support does not include assistance with things that you are expected to know or learn on your own, or with third party products that are not part of our offerings. For example, we cannot help you with designing your website, installing software, configuring your email client, or troubleshooting errors caused by external factors. These are beyond the scope of our free support.

But don't worry, we have a solution for you. We also offer premium support for many of the things that free support does not cover. Premium support is a paid service that gives you access to our expert technicians who can help you with more complex and advanced tasks. Whether you need help with setting up your website, installing a plugin, optimizing your SEO, or anything else, we can do it for you. You can choose from different plans and options depending on your needs and budget. To learn more about our premium support service and how it can benefit you, please see the details below.

At Portal Domains, we take pride in offering top-tier support for a wide array of services that extend beyond the realm of complimentary assistance. Our premium offerings include:

• Consultation Services
• Website and Graphic Design for both Print and Web
• Photography Services, inclusive of Image Manipulation and Editing
• Copywriting and Editing Services
• Website Construction
• Google Analytics and Search Console Setup or Management
• SEO (Search Engine Optimisation)
• Sitemap Generation, including Images and Videos, with optional Uploading and Submission to Major Search Engines
• Bing Webmaster Tools Setup or Management
• Website Updates and Maintenance for Joomla, Weebly, WordPress, and Custom Sites
• Migration of Websites from one Host/Server to another or to us
• Email Setup
• Migration of Email to Microsoft Exchange or to us
• DNS Zone Record Changes
• Ecwid Store Setup or Maintenance
• Backups and Storage Solutions
• Remote Support via AnyDesk
• Onsite Support
• Tuition Services
• Social Media Setup or Management, including Google Business Profile (Formerly Google My Business)

Should you require any of these services, we invite you to reach out to us for a complimentary quote or estimate. We are eager to assist you with your web needs.

Our premium support is priced at AU$12 plus AU$1.20 per minute. To avail of our premium support, a refundable deposit of AU$72 is required. Upon completion of each support request, an invoice will be issued. Refunds for the premium support deposit are available upon request, less any outstanding balance.

A new password for your account can be reset via our login area.

1. Access our login area.
2. Click Forgot password.
3. Enter your Account reference or a Domain name.
4. Click Submit. A password reset link will be sent to the email address linked to your account.

Registering domain names are easy, you can complete a registration of a domain name from our website or within your account.

1. Log into your account using your username and password.
2. Select the Order tab.
3. Enter the domain you wish to register in the search box under Search for a new domain name.
4. The Domain Search will display the availability status as well as registration requirements. Select the domain names you wish to register and click Add Selected Domain to Cart.
5. Use Existing registrant contact details or select Create New Registrant Contact and enter the new contact details to be added against the domain name registration.
6. If required, enter your Eligibility Details. Check the .AU domain rules of registration for more details.
7. Click Continue.
8. Agree to the terms and conditions and enter your credit card information.
9. Click Place Order.

You can transfer a domain name from our website or within your account.

1. Log into your account using your username and password.
2. Select the Order tab.
3. Click Transfer Domain.
4. Enter the domain name and select its extension within the drop down.
5. Enter the domain password, your current registrar can provide the domain name password.
6. Click Transfer.
7. Enter the Registrant Contact and Billing information.
8. Agree to the terms and conditions.
9. Click Place Order.

You will receive a reminder email from us when your domain name is coming up for renewal, which includes a direct link to renew the domain name, otherwise you can renew the domain name via your account with us.

1. Log into your account using your username and password.
2. The home screen of your account will display the heading You have domains due for renewal. Select the domain to be renewed from the Domain drop-down list.
3. Click Renew/Allow Lapse.
4. Follow the instructions and enter your payment details in the required fields.
5. Accept our terms and conditions.
6. Click Renew.

1. Log into your account using your username and password.
2. Select the Order tab.
3. Click Product & Service Order Form.
4. On the left hand side, select the domain name from the drop down menu that reads Upgrade/downgrade and click Go
5. On the next page, click Add Hosting.
6. Select a hosting plan or service.
7. Click Continue.
8. Enter payment details and agree to the terms and conditions.
9. Click Place Order.

1. Log into your account using your username and password.
2. Select the Overview tab.
3. Click Manage next to the domain you want to administer.
4. Click Web Hosting or cPanel.

1. Log into your account using your username and password.
2. Select the Order tab.
3. Click Subscription Service Renewal.
4. Select the check box next to the service you wish to renew.
5. Enter your payment information.
6. Click Place Order.

1. Log into your account using your username and password.
2. Select the Billing tab.
3. Click Invoices Online.

1. Log into your account using your username and password.
2. Select the Account tab.
3. Click Cancel services.
4. Select the domain name you wish to cancel from the drop down.
5. Select whether you wish to cancel the service immediately or let the service expire on the the renewal date.
6. Complete the remainder of the required fields.
7. Agree to the cancellation terms.
8. Click Submit.

1. Log into your account using your username and password.
2. Select the Order tab.
3. Search for or select the domain from the drop down, click Administer.
4. On the left hand side, select the domain name from the drop down menu that reads Upgrade/downgrade and click Go

1. Log into your account using your username and password.
2. Locate the Administer/Upgrade Domain along the left hand side of the page.
3. Search for or select the domain from the drop down, click Administer.
4. Click cPanel.
5. Click Manage Account.

1. Locate Email Accounts.
2. Type the email address to be created in the Email field.
3. If you manage more than one domain, make sure to select the appropriate domain from the drop-down menu.
4. Type the password in the Password field.
5. Retype the password in the Password (again) field.
6. Type the quota in the Mailbox Quota field. The quota defines how much hard drive space the account will be allowed to use.
7. Click Create Account.

Existing addresses are displayed in a table. Using this table, it is possible to:

• See how much disk space the account uses.
• Change a password.
• Change a quota limit.
• Delete an email address.
• Access an account through webmail.
• Configure a mail client.

1. Locate Simple DNS Editor
2. To add an A record:
   1. Select a domain from the drop-down menu.
   2. Type in the Name and Address of the A record.
   3. Click Add A Record.
3. To add a CNAME record:
   1. Select a domain from the drop-down menu.
   2. Type in the Name and CNAME of the CNAME record.
   3. Click Add CNAME Record.
4. To delete an A or CNAME record:
   1. Click Delete next to the record you wish to remove.
   2. Click Delete to confirm that the record should be deleted.

1. Locate MX Entry
2. To add an MX record:
   1. Under Add New Record, set the new MX entry.
   2. In the Destination text box, type the hostname of the new mail exchanger.
   3. Click Add New Record.
3. To delete an MX entry:
   1. Click Delete next to the appropriate MX entry, in the MX Records list.
   2. Confirm that the entry should be deleted by clicking Delete again.
4. To edit an MX entry:
   1. Click Edit next to the appropriate MX entry, in the MX Records list.
   2. Change the Priority or Destination as needed.
   3. Confirm that the entry should be changed by clicking Edit again.

1. Locate FTP Accounts
2. To add an FTP account:
   1. Enter a username.
   2. In the Password box, type the account password.
   3. Retype the password in the Password (Again) box.
   4. Specify the FTP account's home directory.
   5. Set the disk space quota. The Quota field determines how much disk space will be allocated to the FTP account.
   6. Click Create FTP Account.
3. To connect via FTP, see the cPanel FTP Configuration document.
4. To upload your website:
   1. Download FileZilla (Recommended) or an equivalent FTP program.
   2. Launch FileZilla from your computer.
   3. Complete the following fields, and then click Quickconnect:
      1. Host: Your FTP hostname, commonly ftp.domainname.tld
      2. Username: Your FTP username
      3. Password: Your FTP password
      4. Port: 21
   4. Once connected, FileZilla will display the contents of your hosting account, you can drag your website from your computer to FileZilla to begin the upload of your website.

1. Locate MySQL Databases.
2. To create a database:
   1. In the New Database field, type a name for the database.
   2. Click Create Database.
   3. Click Go Back.
3. To create a database user:
   1. Under Add New User, enter a username.
   2. Enter a password in the Password field.
   3. Retype the password in the Password (Again) field.
   4. Click Create User.
4. To define a user's privileges:
   1. Under Add User to Database, select a user from the User drop-down menu.
   2. From the Database drop-down menu, select the database to which you wish to allow the user access.
   3. Click Add.
   4. From the MySQL Account Maintenance screen, select the privileges you wish to grant the user, or select ALL PRIVILEGES.
   5. Click Make Changes.

1. .AU domains
   1. What is a .AU domain?

      .AU is the country code top-level domain (ccTLD) for Australia. To be eligible to for a .AU domain name you must fall in one of the following categories:

      • A registered company in Australia
      • Trading under a registered business name in any Australian State or Territory
      • An Australian partnership or sole trader
      • A foreign company licensed to trade in Australia
      • n owner of an Australian Registered Trade Mark
      • An applicant for an Australian Registered Trade Mark
      • An association incorporated in any Australian State or Territory
      • An Australian commercial statutory body
   2. What are the registration terms for a .AU domain?

      .AU domain names can only be registered for a minimum/maximum of 2 years.

2. .NZ domains
   1. What is a .NZ domain?

      .NZ is the country code top-level domain (ccTLD) for New Zealand. .CO.NZ is used for commercial enterprises, and .ORG.NZ is used for non-commercial organisations.

   2. What are the registration terms for a .NZ domain?

      .NZ domain names can only be registered for a minimum of 1 year and a maximum of 10 years.

3. .UK domains
   1. What is a .CO.UK or .ORG.UK domain?

      .UK is the country code top-level domain (ccTLD) for Great Britain & the United Kingdom. .CO.UK is used for commercial enterprises, and .ORG.UK is used for non-commercial organisations.

   2. What are the registration terms for .UK domains?

      .UK domain names can only be registered for a minimum/maximum of 2 years.

4. .COM/.NET/.ORG./.BIZ/.INFO domains
   1. What is a .COM or .NET domain?

      .COM and .NET were created in 1984 as one of the Internet's original top-level domains (TLDs), along with .GOV, .EDU, .ORG and .COM is unrestricted but was intended for commercial registrants. Similarly, .NET is also unrestricted but intended for network providers.

   2. What are the registration terms for .COM or .NET domains?

      Registrants are required to register a .COM or .NET domain for a minimum one year registration period and a maximum 10 year registration period.

   3. What is a .ORG domain?

      The .ORG domain is home of noncommercial organisations on the Internet. .ORG was created in 1984 as one of the Internet's original top-level domains (TLDs), along with .COM, .NET, .GOV, .EDU, and .MIL. Traditionally the top-level domains of the Internet serve different user groups. The .ORG domain was designated as an "open, unrestricted" domain, one in which anyone could register.

   4. What are the registration terms for a .ORG domain?

      Registrants are required to register a .ORG domain for a minimum one year registration period and a maximum 10 year registration period.

   5. What is a .BIZ domain?

      .BIZ represents "business" domains. The .BIZ domain is restricted business or commercial use, defined as one of the following:

      • To exchange goods, services, or property of any kind;
      • In the ordinary course of trade or business; or
      • To facilitate (i) the exchange of goods, services, information, or property of any kind; or, (ii) the ordinary course of trade or business
   6. What are the registration terms for a .BIZ domain?

      Registrants are required to register a .BIZ domain for a minimum one year registration period and a maximum 10 year registration period.

   7. What is a .INFO Domain?

      .INFO is the Internet's first unrestricted top-level domain since .COM. There are no restrictions on who may register .INFO names. .INFO was created for general use around the world.

   8. What are the registration terms for a .INFO domain?

      Registrants are required to register a .INFO domain for a minimum one year registration period and a maximum 10 year registration period.

For your domain name and hosting to work, your domain name must be delegated to a name server. A name server contains zone records, which are used to detail the IP address (or the location) of your web or email hosting server.

To change (delegate) the nameservers:

1. Log into your account using your username and password.
2. Locate the Administer/Upgrade Domain along the left hand side of the page.
3. Search for or select the domain from the drop down, click Administer.
4. Click Domain Name.
5. Locate the Domain Delegation section.
6. To add a name server, type the hostname of the name server into the Hostname field.
7. To delete a name server, click Delete name server corresponding to the name server to be deleted.
   Notes: Domain names require at least two name server records to function correctly. Some domain name servers may use three or more. DNS changes may take up to 4 hours for the delegation to begin working. This is due to propagation across the internet and is normal.

Domain Manager is a hosting service which adds redirection and DNS zone management to your domain registration.

With redirection you can redirect your domain name to any other web address, which allows you to have a more professional image if you update your domain name at a later date or use a domain name for a particular marketing campaign.

If you need advanced zone management, where you host web or mail on another server you will have access to add and modify MX, A, CNAME records.

How do I add Domain Manager to a domain name?

1. Log into your account using your username and password.
2. Locate the Administer/Upgrade Domain along the left hand side of the page.
3. Search for or select the domain from the drop down, click Administer.
4. Click Upgrade or Downgrade Hosting Package.
5. Click Add Hosting.
6. Click the Select button for the Domain Manager service.
7. Click Continue.
8. Enter your billing information, agree to the terms and conditions.
9. Click Place Order.
   Note: The domain manager service can take up to 30 minutes to process.

If you have purchased a Domain Manager you will now be able to create and change A, CNAME, and MX records for your domain.

A (for 'address') records are DNS records that point a domain to a static IP address.

CNAME (for 'Canonical Name') are used to map a hostname to another hostname. These can be used in creating subdomains, or directing non-www traffic to the www version of your site.

MX (for 'Mail eXchange') records define the mail exchange server and establish the priority of processing. This is the server responsible for accepting email of behalf of your domain.

1. How do I manage my A or CNAME zone records?
   1. Log into your account using your username and password.
   2. Locate the Administer/Upgrade Domain along the left hand side of the page.
   3. Search for or select the domain from the drop down, click Administer.
   4. Click Zone Manager.
   5. Click to Edit or Delete existing domain records
   6. To create a new A record;
      1. Click A at the top of the page.
      2. Add the following details;
         • Name: Name used in the A-record. We use two A-records when pointed to hosting - the domain name and the www prefix. Leave the name field blank where the domain name is pointed to an IP address
         • TTL: Time to Live - it is best to leave the default setting unless you know what you are doing
         • Host: The IP address of the A-record
      3. Click Add Record.
   7. To create a new CNAME record;
      1. Click CNAME at the top of the page.
      2. Add the following details;
         • Name: Type in the subdomain you wish to create a CNAME record for, eg. blog, mail, or www rather than the full host name such as blog.mydomainname.com.au or www.mydomainname.com.au
         • TTL: Time to Live - it is best to leave the default setting unless you know what you are doing
         • Host: The name of the host to point the subdomain to, such as ghs.google.com
      3. Click Add Record.
2. How do I manage my MX zone records?
   1. Log into your account using your username and password.
   2. Locate the Administer/Upgrade Domain along the left hand side of the page.
   3. Search for or select the domain from the drop down, click Administer.
   4. Click Zone Manager.
   5. Create an A record following the steps in the section above, defining the MX IP address (eg. mail)
   6. Click MX at the top of the page.
   7. Add the following details;
      • Name: Leave this blank/empty (unless you want email addresses like email@subdomain.domain.tld)
      • TTL: Time to Live - it is best to leave the default setting unless you know what you are doing
      • Host: The hostname created in step 6 e.g. mail.domain.tld
      • Preference: 10 (Priority)
      • Is host fully qualified?: Selected
   8. Click Add Record.